What is a Customer Messaging Platform?
Definition
Software that allows businesses to message customers across SMS, WhatsApp, chat, and social channels.
What is Customer Messaging Platform?
A customer messaging platform consolidates chat, SMS, and voice channels so businesses can converse with prospects wherever they are. AI‑driven bots handle routine queries while routing complex issues to human agents.
Real-World Example
An e‑commerce store receives 4,500 support messages per month; Frontdesk resolves 70% via AI chat, cutting support staffing costs by $8,000 monthly.
How Central Frontdesk Works
Frontdesk monitors inbound SMS, web chat, and phone calls, uses natural‑language processing to understand intent, replies instantly, and escalates to live agents when needed, logging every interaction in the CRM.
Key Benefits
1) 24/7 instant replies, 2) Lower support overhead, 3) Complete interaction history.
Common Use Cases
Order status inquiries, product recommendations, post‑sale follow‑ups.
Getting Started
1) Add your business phone and chat widgets, 2) Define common intents and responses, 3) Connect to your CRM, 4) Enable escalation rules.
Why It Matters
Providing fast, accurate answers on the channel the customer prefers boosts satisfaction and reduces churn.
