Unblu Spark 8 has been released, marking a new chapter in the digital engagement platform’s potential to foster authentic interactions.
In general terms, the updates enhance agent and advisor productivity, while also empowering them to navigate relationships on a centralized platform. We’ve done this by building a customer-centric view that improves agents’ and advisors’ ability to manage customer segments and contact information, initiating conversations to spark impactful interactions.
However, this doesn’t come at the expense of the customer experience. In fact, we have also made substantial progress on that front by improving access to quick support and meaningful advice.
This has been achieved by expanding the natively supported channels to include SMS and WhatsApp, making the call experience even more intuitive, and introducing major enhancements to Document Collaboration along with native digital signature solutions.
Don’t miss our upcoming webinar where our experts will provide live demonstrations of Unblu Spark 8’s capabilities. Join us to explore firsthand how Unblu Spark 8 can elevate your customer interactions.
Interaction Management Hub: Building a customer-centric view
Behind-the-scenes processes have a knock-on effect on the overall experience, influencing agent and advisor productivity, customer satisfaction, value-generation opportunities, and more. The agent and advisor experience with our new Interaction Management Hub has been designed to enhance these areas.
Managing customer profiles
Agents and advisors also have the option to connect, remove and re-link external messenger contacts. This allows them to add WhatsApp, SMS, or similar alternative contact details to either existing or new customers.
The role of labels
The most versatile feature when managing profiles is labeling for segmenting customers. This has broad applications, which we will explore later, including personalized messaging capabilities and conversation access permissions.
Previous interaction easy-view
For the customer, the experience is similar to a popular messaging app, but for the agent or advisor, it offers a more complete view of the context and history of each customer. Not only can agents and advisors create several threads with the customer, but all previous interactions are visible to those with access to ensure a consistent experience.
Integration-friendly setup
While customer profiles can be created and updated manually by the agent or advisor directly within Unblu, it is also possible to automate the process via integration with an ebanking solution or CRM system. In this way, the agents and advisors can easily find the customer via a search in Unblu.
Web API Version 4
Unblu Spark 8 features enhanced integration capabilities with Web API Version 4. That said, any current integrations with Version 3 will still be compatible to guarantee a smooth transition to Spark 8 for current Unblu customers.
Ensuring flexible access management
Protecting customer information requires both robust security measures and following internal best practices. Not all agents or advisors who have access to Unblu need access to all conversations. We have developed a couple of ways to ensure that it is easier to organize and control access to customer conversations.
Improved organization capabilities
The label feature, which we mentioned above, can be used to segment customers – but it can also be leveraged to segment agents or advisors, and other team members.
With this functionality, we can set visibility rules in Unblu to define which customers are visible to which teams of agents or advisors. For example, agents or advisors who are labeled with the region “North America” can only view customers with the same label and access previous conversations.
Agent and advisor access control
There are also more direct features for controlling access, allowing organizations to define which type of conversations are visible to which teams of agents and advisors. For example, in a wealth context, conversations between a client and a relationship manager could contain private information that cannot be shared with the staff in the support team.
Take initiative with outbound messaging & broadcasting
Customers and clients increasingly expect proactive support from agents or advisors. This is particularly true in an advisory context, where advisors need robust messaging capabilities to initiate individual conversations or broadcast to multiple people in one go.