Clickatell Unveils ’World’s First’ Chat Commerce Platform as a Service (CCPaaS)

Clickatell has announced the Chat Commerce Platform as a Service (CCPaaS), which enables brands to utilize the emerging trend of chat commerce in digital commerce. This innovative platform allows businesses to easily communicate, engage and conduct transactions with customers on the messaging apps they are already using, such as WhatsApp, Apple Messages, SMS, and USSD.

Clickatell's CCPaaS enables businesses to create chat commerce experiences that boost sales and enhance customer satisfaction. The platform streamlines the delivery of tailored brand experiences and secure payment options directly through messaging, which saves time and money for businesses. The latest release of the platform incorporates exciting new features such as card tokenization and integration with WhatsApp Commerce functionality, which enables product information and images to be displayed on the brand's WhatsApp channel.

"Our vision has always been to create a chat commerce platform that is focused and built around the key performance metrics that matter most to our customers, performance and operational efficiencies, customer satisfaction and increased business improvements. Our Chat Commerce Platform as a Service not only achieves that vision, it also provides an unparalleled user experience for both brands and their consumers, while fostering digital transformation and in context communications with the click of a button. With our innovative low/no-code platform, businesses may rapidly implement and customize their chat commerce solutions, regardless of technical expertise," said Jeppe Dorff, Chief Product and Technology Officer, Clickatell.

Payment innovations

Clickatell's CCPaaS is the first SaaS solution that allows secure payment processing by connecting with top payment gateways, enabling businesses to carry out transactions conveniently within the chat interface. By leveraging card tokenization, consumers can securely pay through a messaging channel, leading to a Clickatell-hosted checkout, where payment information is tokenized and saved for future use. This streamlines subsequent purchases for consumers with just one tap of a button. The platform meets industry security standards such as PCI-DSS, ISO27001, and SOC2, ensuring that data protection and privacy are given the highest priority.

CCPaaS Packaging  

There are three packages provided through CCPaaS:

Clickatell Connect The Communication Package  

Clickatell's Connect package serves as the fundamental tool for businesses to send and receive high-quality mobile messages across various messaging channels, either through a web-based campaign management tool or a RESTful API. It can handle high-volume services and campaigns while meeting security and compliance regulations needs. In addition, Connect is capable of delivering billions of messages to customers across the globe with dependable reliability and comes with features such as message encryption, anonymous messaging, high-volume queuing and routing, and number management.

Clickatell Interact − The Engagement Package

Clickatell's Interact package builds upon Connect by allowing businesses to engage in meaningful conversations with their customers and deliver the digital experiences that modern, mobile-first consumers expect. With Interact, brands can quickly and easily create messaging workflows to deploy chatbots and mini-apps without coding expertise. Additionally, Interact enables immediate responses to customers through chatbots equipped with advanced features such as keyword management, asset libraries, and integrations with top CRM and OMS solutions. The package also includes an advanced web-based application that allows for live agent enablement, providing real-time insights into sentiment, agent assist, chat transfers, and agent performance metrics.

Clickatell Transact − The Commerce Package 

Clickatell's Transact package enables businesses to sell products and services directly within messaging channels. Transact utilizes Connect and Interact packages, enabling businesses to create comprehensive commerce experiences within messaging channels. With secure link and OMS integration, businesses can offer seamless checkout experiences that are fully cloud-native and turnkey. Transact provides payment capabilities, including tokenization for a seamless user experience, PCI-DSS security, GDPR, local privacy compliance, and legacy process integration.

Clickatell's CCPaaS has a variety of features that aim to enhance customer engagement, create enjoyable commerce experiences, and promote brand loyalty in response to the emerging chat commerce trends:

  • The CCPaaS allows businesses to create and implement customizable chatbots that can automate conversations, address customer inquiries, and boost sales.

  • The platform includes the option for businesses to seamlessly transition customers from chatbots to live agents, enabling personalized and efficient customer support. Live agents have access to conversation history and customer information to provide a smooth customer experience.

  • Clickatell's CCPaaS provides real-time analytics and reporting that offer businesses valuable insights into their customer's behavior, the performance of their chatbots, and transaction data, allowing businesses to make data-driven decisions and optimize their chat commerce strategies.

  • The platform offers a convenient integration for businesses with their existing systems, such as CRM and ERP. The CCPaaS is pre-integrated with solutions like Salesforce, Shopify, and Zendesk, allowing businesses to save time by quickly implementing chat commerce strategies.

  • The feature of embedded payments allows businesses to conduct transactional commerce through chat easily, with just a reply to pay. It includes a secure link, hosted order pages, checkout with Order Management System (OMS) integrations, and a user-friendly experience in various messaging channels.

At the end of last year, Clickatell updated its Chat Commerce Platform for travel brands to enable them to provide exceptional customer service in messaging channels throughout the entire travelers' journeys.