Halo
Ini tabel
Product | Use Case Detail | Specific Feature | How this feature help business solve its problem? | Why this feature help business solved its problem? | Winning Points (compare to other competitor) | Related files/images/documents/links (e.g documentations, etc) | Additional Notes | Article Link | Frequently Asked Questions | Prioritys | Status | Social Media Post | One Pager/ Brochure | Collaterals Link |
Please be clear and specific about the answers | ||||||||||||||
|
|
|
|
|
|
| Adoption single phone number broadcast ever has a spike on 30 nov - 2 Des 2021 surpass the other broadcast type including Broadcast WA with CSV file (https://quip.com/4YhRARTCJarO/Contact-Features-Report-8-Nov-2-Dec) | https://www.qiscus.com/id/blog/cara-broadcast-message-ke-satu-nomor-di-whatsapp-api/ | Published on blog | Done | 0 | |||
QCRM and QTicketing | Please see links. | Bukan blog tapi LP dan collaterals | Published on blog | Done | 0 | |||||||||
Twitter App | Integrate twitter DM and Mention into Qiscus Multichannel by using App Center | - DM Deep Links on Twitter Mention Channel | - Easily integrate into the Twitter Account because we have a setting page to configure the integration | - Specific for the business that actively uses their official Twitter Account to reach their customers | - Setting Page PRD Twitter Setting Page | https://www.qiscus.com/id/blog/tips-customer-service-di-twit/ | Published on blog | Done | 0 | |||||
Webhook Extender | Multiply the target of Qismo's event, i.e: DKT need a mark as resolved event for their BOT that is handled by our partner (Kata) and CSAT need the same event too, by using webhook extender we can send the event into the registered target, in this case, are Kata's BOT and Qiscus' CSAT | - Webhook Extender setting page | By multiplying the target of Qismo's event, businesses can complete more complex use cases, for example in our cases: DKT & Transfashion (BOT and CSAT) | can solve more complex use cases | Published on blog | 0 | ||||||||
Robolabs | Create a multiple bot flow in same project with different channel | Channel Routing | Businesses can create different bot flow in each channel they want | There is a need from the client, each channel that has been integrated into multichannel has a different bot flow. So, the business can create a different bot project, and then assign it to the specific channel the want. | Initiate discussion with Integration team: paragon:: MoM RnD X Integration: Bot project handled in IT | This feature has been deployed in the Q4 2021 | Published on blog | Done | 0 | |||||
Qiscus Shop | Published on blog | Done | 0 | |||||||||||
Catalog Appcenter | https://www.qiscus.com/id/blog/integrasi-lebih-dari-20-channel-dengan-qiscus-app-center/ | Published on blog | Done | 0 | ||||||||||
Robolabs | Create a chatbot in 5 minutes | Login with Google OAuth | Easily integrate to Dialogflow using Google Login. Users do not need to do manual integration from Dialogflow console, everything can be done in Robolabs | Manual bot integration into Dialogflow console is quite complicated and takes time. Using this feature, intergration process becomes easier | Create a chatbot faster | This feature will be release on February 21, 2022 | Published on blog | Done | 0 | |||||
Instagram auto comment replies | Memantain comment yang banyak merupakan hal crusial bagi suatu bisnis, auto comment replies bisa membantu untuk manage expektasi client terkait apa yg akan dijawab, | instagram auto comment replies | Dapat mememanage response lebih cepat dan bisa lebih personal untuk follow upnya karena akan diarahkan ke direct message | Tim support / Tim Social media yg handle query sedikit, atau biasnya yg punya active comments di IGnya akan lebih productive dengan adanya auto comment replies, karena akan dijawab terlebih dahulu oleh auto commemnt replies templatenya | Menjual dashboard multichannel lebih complete, bsa dkolaborasikan ke robolabs, jika feature semua yg implement (oleh competitor) feature IG akan sama | https://qiscustech.slack.com/archives/C01HU4JV571/p1647832121800909 | Saat ini yg menggunakan, ada 9 client yg akitf terdiri | https://www.qiscus.com/id/blog/respon-comment-di-instagram-secara-otomatis/ | Published on blog | Done | 0 | |||
Robolabs | All the features in Robolabs v 1.5.3 | 1. Add Project form Google Dialogflow | 1. Add Project form Google Dialogflow | Robolabs v 1.5.3 | Published on blog | Done | 0 | |||||||
Qiscus Multichannel Chat - WhatsApp Catalog | - Mengarahkan ke spesifik product yang dimiliki oleh bisnis dengan mengirimkan WhatsApp Catalog kedalam room chat. | - Menampilkan detail WhatsApp catalog product yang dikirim oleh bisnis kepada customer dalam room chat | - Multichannel chat dapat menampilkan detail catalog product yang dikirim kan kepada customer, dan menampilkan detail catalog yang dimaksut oleh customer dengan jelas pada room chat. Sehingga Agent yang meng-handle roomchat tersebut dapat memahami spesifik product yang dimaksut oleh customer. | WhatsApp Catalog sudah banyak digunakan bisnis untuk mengiklankan product-product mereka. Dengan mengirim catalog product yang dimiliki kepada customer, bisnis dapat dengan mudah memperkenalkan product tersebut kepada customer melalui multichannel. | Menambah nilai positif dari dashboard multichannel chat, dimana dapat menampilkan Whatsapp catalog product. | Hold | 0 | |||||||
Interactive CSAT | Mengirimkan CSAT menggunakan WhatsApp interactive message | Sebelumnya rating CSAT dikirimkan dan diisikan dalam bentuk web page. | Customer dapat memberikan rating tanpa harus berpindah aplikasi (simplifikasi proses) | Meningkatkan partisipasi customer dari suatu bisnis untuk memberikan rating terhadap pelayanan agen karena kita mengeliminasi salah satu pain pointnya yaitu customer bisa langsung memberikan rating tanpa berpindah ke aplikasi yang lain (membuka browser) | Menambah value CSAT karena dapat mengimplementasikan embeded CSAT di channel WhatsApp | Published on blog | Done | 0 | ||||||
Custom Link CSAT | CSAT link dapat dikirimkan dengan menggunakan domain dari pemilik bisnis, sehingga meningkatkan kepercayaan customer nya untuk klik link tersebut dan mensubmitnya | - Bisnis dapat mengisikan domain nya sendiri yang akan digunakan sebagai link yang kemudian akan dikirimkan ke customer nya | Dengan menggunakan nama domain pemilik bisnis sebagai link CSAT akan meningkatkan customer's trust | Dengan meningkatnya customer's trust, akan meningkatkan juga partisipasi customer dalam memberikan feedback dan rating | Meningkatkan customer's trust dengan menggunakan nama domain mereka sendiri | Published on blog | 0 | |||||||
WhatsApp Cloud API | https://www.qiscus.com/id/blog/meta-luncurkan-whatsap-cloud-api-untuk-publik/ | Published on blog | 0 | |||||||||||
Auto Sync WhatsApp Message Template | - Mendapatkan message template yang sudah diapprove dan diinput melalui FB Manager pada dashboard Multichannel, begitu pula sebaliknya. | - Ketika user lama yang sudah memiliki message template yang sudah diapprove oleh FB Manager, user dapat melihat message template tersebut pada dashboard Multichannel tanpa harus menginputkan kembali. | - User mendapatkan list message template yang sync antara Multichannel dan FB Manager tanpa harus membuka dua dashboard yang berbeda. | Dengan adanya fitur auto sync ini, user tidak perlu menginputkan message template yang sama kedua tempat yang berbeda (FBM & Multichannel chat). User juga bisa mendapatkan status update terkini secara langsung. | - Data yang sama antara dua dashboard | Published on blog | 0 | |||||||
ECG and Merge Customer | - User dapat lebih mudah menggunakan Customer Group untuk segmentasi | - User dapat lebih mudah membuat sebuah Customer Group untuk segmentasi dengan opsi seleksi dan filter | - dengan adanya kebebasan user dalam membuat group untuk segmentasi melalui seleksi atau filter | - dengan memudahkan pembetukan customer group maka user akan lebih mudah dalam membuat sebuah segmentasi, maka user akan lebih mudah dalam melakukan promosi, campaign, dsb dengan memanfaatkan fitur broadcast to customer group | - pembuatan group yg lebih bebas di sisi user | Published on blog | 0 | |||||||
Qiscus App Center - Marketplace Chat Integration | User dapat melakukan integrasi dengan marketplace melalui app center, marketplace yang saat ini sudah terintegrasi adalah Tokopedia, Lazada, dan Shopee. | Addon ini mengintegrasikan pesan yang datang melalui chat dari masing-masing marketplace ke dalam Qiscus Omnichannel. Pesan yang bisa diterima hanya melalui chat didalam marketplace, untuk pesan yang datang dari review product tidak bisa masuk ke dalam Qiscus Omnichannel. | Dengan adanya integrasi dengan marketplace, user dapat dengan mudah membalas semua pesan yang datang dari akun marketplace mereka pada satu dashboad di Qiscus Omnichannel | User tidak perlu membuka dashboard masing2 marketplace untuk dapat membalas pesan yang masuk. Semua dapat dimanage didalam Qiscus Omnichannel | User dapat membalas seluruh pesan yang masuk melalui masing2 marketplace di dashboard Omnichannel | 1. https://documentation.qiscus.com/app-center/tokopedia | Published on blog | Done | 0 | |||||
Omnichannel Chat - Broadcast to all channel | - dapat mengirimkan pesan broadcast ke channel lain selain Whatsapp | - Client dapat mengirim pesan broadcast ke customer melalui channel lain selain WhatsApp, dengan syarat channel tersebut pernah digunakan customer untuk menghubungi Omnichannel dashboard. Channel lainnya tersebut antara lain FB, IG, Telegram, Line, dan custom channel | - Dengan adanya fitur broadcast ke channel yang lebih beragam, diharapkan client dapat memiliki lebih banyak pilihan untuk mengirimkan broadcast, tidak terpaku pada channel WhatsApp saja. Hal tersebut dapat memperluas experience client | Ketika customer yang datang melalui channel selain WhatsApp, client dapat menghubunginya kembali dengan mengirimkan pesan broadcast sehingga informasi yang ingin disampaikan tidak hanya terpaku melalui channel WhatsApp saja. Hal itu juga memberikan client lebih banyak alternatif untuk melakukan broadcast. | Dapat mengirimkan pesan beoadcast melalui channel yang lebih variatif. | PRD - Broadcast existing customers with their preferred channel | Published on blog | Done | 0 | |||||
Omnichannel Chat - | Mengatur supervisor kedalam divisi agar lebih fokus pada divisi yang dia bawahi | - admin dapat membagi spv yang mereka miliki ke dalam sebuah divisi-divisi berdasarkan keperluan bisnis | Ketika spv di assign ke sebuah divisi tertentu, spv dapat lebih fokus pada percakapan yang terdapat pada divisi yang mereka bawahi. | Ketika spv hanya dapat melihat dan memodifikasi percakapan dari divisi yang mereka bawahi, spv dapat lebih fokus pada percakapan-percakapan yang ada pada divisi tersebut. Sehingga tidak terganggu dengan banyaknya percakapan yang masuk dari divisi lain. | Membuat spv lebih fokus pada percakapan dari divisinya saja. | Published on blog | Done | 0 | ||||||
Qiscus Robolabs - Handover to Agent | - bot dari robolabs dapat meneruskan percakapan ke human agent ketika customer match di suatu intent | Handover to Agent | Dengan adannya fitur handover agent, user dapat menentukan intent mana yang akan di kirimkan ke agent sesuai dengan divisi yang diinginkan | Dengan adanya fitur ini, percakapan yang dirasa kompleks dan butuh informasi lebih dari human agent, bot secara otomatis akan meneruskan percakapan tersebut sesuai divisi yang diinginkan. | Robolabs bisa menggunakan data divisi dan agent yang terdapat di Omnichannel, sehingga user tidak perlu mengatur role agent/divisi sendiri di dalam Robolabs. | Published on blog | Done | 0 | ||||||
Qiscus Robolabs - Handover to Agent: Handover to Online Agent, and Outside Office Hours | - jika bot match di suatu intent, dan flow dari intent tersebut adalah meneruskan percakapan ke human agent, ternyata agent tidak ada yang online, maka bot akan mengirimkan responder berupa informasi agent tersebut sedang tidak online. | - Handover to Online Agent | Dengan adanya fitur ini, proses handover yang dilakukan oleh bot tidak akan dilakukan ketika agent tidak ada yang online (Handover to Online Agent) dan ketika agent berada diluar jam kerja (Outside Office Hours). Dan bot akan mengirimkan informasi tersebut sesuai wording dari user. | Dengan adanya fitur ini, bot masih akan terus menyala dan tidak meneruskan ke agent. Sehingga customer masih bisa dilayani oleh bot. | Fitur ini dapat meminimalisir pesan yang menggantung di admin ketika agent offline semua dan ketika agent diluar jam kerja | 1. OOU https://documentation.qiscus.com/robolabs/handover-agent#outside-office-hours | Published on blog | 0 | ||||||
Omnichannel Chat - WA Marketing Opt-Out Button in WhatsApp’s Message Template | Use Case 1: Sending marketing opt-out templates for the first time. | Qiscus Marketing Opt-Out Feature | Marketing opt-out allows your customers to stop receiving marketing messages from your business while retaining the ability to still receive service messages. On the other hand, the opt-in feature allows your customers to agree to receive future notifications from your business via WhatsApp. Sending WhatsApp message templates that contain opt-in and opt-out buttons within a certain period is very important. It helps the company evaluate broadcast content and opens the door for customers who opt out to return to receiving marketing messages. | Benefits of Opt-Out and Opt-In Buttons on WhatsApp Message Template | 1. Opt-out with Opt-In option | 1. docs | 0 | |||||||
Omnichannel Chat - WhatsApp Flow | Use case 1: Appointment in Emina (Paragon) | Flexible form in WhatsApp, there's no bounce or leaving WhatsApp channel | The best of whatsapp flow | - Local competitor does have it, such as Qontak | Reference for WhatsApp flow | Published on blog | On Progress | 0 | ||||||
Qiscus Customer Data Platform | Provide 360-degree view of a customer to create powerful personalization | 1. Adding more options to grouping customer | 1. Customer Page: A Deep Dive into Customer Insights | Main component CDP 1. Data collection Collect customer behaviour and customer action from many sources, such as Qiscus omnichannel system, and other integrations (zendeks, miitel, etc)2. Data unifyUnify to a single source of truth, The purpose of cross-device identity resolution is to help understand the whole picture of customers journeys3. Data insight Deliver insight from customer activity and better engage proactively4. Data activate / Data value Split audience into group or segment for campaign Engage to end user by giving personalize touch | 1. Adding more options to grouping customer | Published on blog | Done | 0 | ||||||
Qiscus AI Assistant | Agents get ideas for answers through their own data sources | Knowledge Base Generate | Published on blog | Done | 0 | |||||||||
Lazada Chat Addon | User can send product, invoice, and voucher message type from Omnichannel | Lazada Product Widget | Currently, there are limitations for the e-commerce addon to be able to send back several types of messages in the form of products, invoices and vouchers. With this improvement, users can send these types of messages without going through the Lazada seller center | User can carry out all of action from Lazada Seller Center through Omnichannel | User can send product, invoice, and voucher message type from Omnichannel | Documentation file https://docs.google.com/document/d/159Nb_eVbSyhc5OOCSM2KsT8J1l16ypj_CiJK9pS-d98/edit?pli=1 and will be updated here https://documentation.qiscus.com/app-center/lazada | Published on blog | Not Yet | 0 | |||||
Meta Ads Tracker | User can capture Lead data that click WA Ads in Meta. | 1.Lead Capture | This can help business collect all leads that click CTWA Ads into Omichannel. | User can download data leads from Ads Tracker, also they can convert from Inbox. Admittedly, the one that needs this data is mostly Meta, some clients don't really need the conversion | This small addon don't have too many advantage | Documentation: | Published on blog | Not Yet | 0 | |||||
WhatsApp Carousel Template | Users can send broadcast with carousel template via Omnichannel dashboard. Carousel template allow user to send text message accompanied by a set of up to 10 carousel cards in a horizontally scrollable view. | - create carousel template | Carousel template can provide step-by-step guidelines, tutorials, or important news updates through easily accessible cards. It can display multiple products or services. Carousel card support button allowing users interact with the messages. | More use cases can be handled using carousel template, such as product showcases, promotions, guidelines, news, and more. | available in API and Omnichannel dashboard | On progress | On Progress | 0 | ||||||
Robolabs LLM Based |
| - Upload knowledge base from Wordpress and PDF File | By leveraging an LLM chatbot, businesses can enhance operational efficiency, improve customer satisfaction, and provide more personalized and responsive service, leading to better overall outcomes. | These capabilities position LLM chatbots as powerful tools for solving communication and interaction challenges across various industries and use cases. | can answer questions automatically using the LLM model | Video link https://drive.google.com/file/d/1IJeIORhrgLx9nQzd9py55gLErcAIr4Zc/view?usp=drive_link | 0 | |||||||
Two-Factor Authentication | Users are required to input an OTP code after entering their email and password to secure their omnichannel account further. | - enable/ disable two factor authentication by admin (default disable) | Adding 2FA provides an extra layer of security beyond just passwords, enhancing protection against unauthorized access to omnichannel dashboard | 2FA helps businesses solve critical security problems by providing an additional layer of defense against unauthorized access and potential cyber threats | Can be set up in any authentication app based on user preference. | |||||||||
Improvement CDP | Qiscus sees a significant business opportunity in integrating POS (Point of Sale) systems with the Customer Data Platform (CDP). While many POS systems can record customer data, they often fall short in following up on promotions or gaining deeper insights into customer experiences. | - Improvement Custom Activity API | Integrating POS systems with Qiscus CDP transforms customer data into strategic assets, fostering better business decisions and more meaningful customer relationships. | Qiscus sees a significant business opportunity in integrating POS (Point of Sale) systems with the Customer Data Platform (CDP). While many POS systems can record customer data, they often fall short in following up on promotions or gaining deeper insights into customer experiences. | 1. Adding more options to grouping customer | |||||||||
WhatsApp Coexistence | The businesses who primarily use the WhatsApp Business app will now be able to leverage Qiscus Omnichannel chat to connect with their customers at scale while retaining their WhatsApp Business App and phone number for continuity. | - send and receive messages from customers via the Qiscus Omnichannel dashboard while retaining the WhatsApp Business App | Ability for businesses to use WhatsApp Business App and Qiscus Omnichannel chat with the same time | The businesses who primarily use the WhatsApp Business App will now be able to leverage Omnichannel chat to scale up their customers while retaining their WhatsApp Business App and phone number for continuity. | No need for a new number to integrate, the businesses can using their existing number and continue using their WhatsApp business app while using Qiscus Omnichannel chat. | |||||||||
TikTok DM | Businesses that have TikTok as their main social media can integrate into Omnichannel chat. | - integrate TikTok DM as channel | Businesses that have TikTok as their main social media can integrate into Omnichannel chat. | By offering more channel options the business can enhance customer engagement and satisfaction, improving response times, and increasing customer retention | Limited omnichannel platforms that can integrate with TikTok DM | |||||||||
Lifecycle Password | Omnichannel accounts have regular password changes to minimize the risk of unauthorized access. | - Receive a banner information to change password that show for 15 days before expires for all roles. Especially for Admin receive an email 3 times, in D-15, D-7, D-1 | Reduce the window of opportunity for attackers who may have stolen or guessed an old password. This also encourages stronger password management and helps protect against brute force attacks, password leaks, and other security vulnerabilities. | Enhance security by minimizing the risk of unauthorized access | ||||||||||