Omnicare provides a SaaS that allows customers to write on WhatsApp, Telegram or Facebook Messenger, and we feed that information into the customer care (customer service) software of the customer; this distributes the messages to multiple support operators allowing. We built connectors that tap into to the communication protocol of each application, allowing us to relay messages into any other system
The competition mostly focuses on:
- Integrating traditional communication channels (email, online tickets, phone) or 2.
- Moving all customers to a single channel and offering the best experience on that (intercom). And then trying to provide a lot of operational tools to the customer: reports, load balancing, to lock them in.
We are going a different route, building connectors for the messaging channels first (which is a difficult technical challenge, and relies a lot of previous experience – you can’t rush it) and then connect