ǞǞǞ good

营销自动化平台（如销售人员营销云、Marketo等）在向个人大规模发送1次电子邮件或信息方面非常出色。

您可以构建非常复杂的journeys ，对用户行为做出反应，并在一天中的不同时间发送信息，让成千上万甚至数百万用户同时经历相同的自动旅程。

糟糕的是

然而，营销自动化平台不擅长的一件事是将这些交易信息转化为企业和客户之间的双向对话。

如果用户想对信息采取行动并与代表交谈呢？

Historically this issue was solved by sending 1 off messages where the call to action was a link to another system: "您订购的Acme工具箱已经在路上了。要监测它的状态，请点击或改变交货信息，请点击这里" or “新产品的细节已经出来了。点击此链接，了解更多", where 2 way interaction was possible.

But, that puts the burden on the customer to take action. Once a business starts communicating with users on messaging apps (like WhatsApp, Line, Viber, WeChat, etc.) the user doesn’t want to use a different tool to continue the conversation. The  preference is to smoothly transition from a marketing experience to a purchasing/support experience, within the same chat window, even in the same conversation (see the rise of sales and service oriented chatbots as a testament to this).

越好

At Bird, we’ve spent years understanding customer communication and developing powerful tools for businesses to create amazing customer experiences: namely with 对话 API, Inbox, and Flows.

当您使用Bird 启用社交渠道（例如 WhatsApp）时，整个对话都将使用我们的对话 API 进行。任何监听该对话的应用程序都可以通过接收和发送消息来作出贡献。

这意味着你可以从一个（内部）平台开始对话，并在另一个平台上继续对话，而终端用户不会注意到这种转换--提供无缝的营销--销售--支持体验，所有这些都在客户首选的沟通渠道上进行。

有什么可能？

We’ve seen our users (and worked on some solutions of our own) that show off how easily businesses can create these new types of 2 way communication experiences. 

For example, you can construct a journey with Birds’s 销售人员营销云插件 that sends a WhatsApp notification to a customer that matches a particular audience. 

企业可以在注册后立即向用户发送信息，提供一个简单的支持、教育、甚至是追加销售/更多购买的渠道。

Flows 将监听这段对话，并随时准备处理用户的回复：

必要时，它还可以将对话顺利转给在Inbox 中等待的代理，将对话转换为支持案例（或线索）：

最终用户体验是什么样子的

对于用户来说，对话发生得天衣无缝，都在他们的WhatsApp账户里，他们根本不知道自己是在企业的内部工具和平台之间转换。

代理人的经验是什么样子的

对于座席人员来说，一旦客户开始对话，他们就会拥有整个对话历史记录（跨信息channels ），作为未来任何互动的上下文。

技术配置是什么样子的

This is all possible through a combination of a few of our tools: 

• Off the shelf Salesforce Marketing Cloud connector with the WhatsApp channel activated

• A WhatsApp HSM模板 approved to allow us to send users notification messages 

• A Flows flow that automatically handles messages handles for support and channel questions and forwards to an agent for pricing and purchasing inquiries 

  
  

  
  

  

• Inbox as a UI tool for our agents

总结

We hope this was helpful and enables you to create great, conversational experiences for your users. If you want to know more about our marketing solutions, or our products like Flows and Inbox - 让我们知道!