Bright Pattern Adds WeChat Integration for Customer Service


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Bright Pattern has added WeChat, a social messenger with 600 million monthly active users, to its omnichannel call center platform for customer service.

Now Bright Pattern's customers can engage their customers via WeChat to provide customer service. The addition of WeChat complements Bright Pattern's current channel offerings, including voice, text, SMS, email, and video.

"The integration of WeChat's rich capabilities into our omnichannel contact center platform, combined with global proliferation of the the app, helps companies to offer better service and increase productivity," said Konstantin Kishinsky, CEO of Bright Pattern, in a statement. "WeChat offers convenience to customers and global reach to companies."

WeChat interactions can now be scripted with Bright Pattern's omnichannel scenarios to collect important contextual information, such as customer locations and authentication details. Automation and self-service is also enabled through WeChat to resolve the most frequent customer service requests before reaching customer service agents.

The integration with WeChat was achieved using the innovative Chat App API provided by Nexmo, a cloud communications platform company.

"Global brands are realizing the benefits of engaging their customers through the chat apps for customer service and marketing," said Chris Moore, chief revenue officer at Nexmo, in a statement. "We are excited to partner with Bright Pattern to enable the chat app channel for their customers."