Discover Zenvia Customer Cloud and all the solution concepts.
It is a unified, multichannel solution that centralizes and stores customer data, facilitating management, communication, and relationship building with consumers. It enables companies to manage and provide personalized, engaging, and seamless experiences through interactions throughout the customer journey. Stand out in the market, ensuring success and satisfaction in a simplified and intelligent way.
With it, you can:
It is the plan of Zenvia Customer Cloud, which offers complete access to solution features such as messaging and customer interaction, contact management, productivity enhancement features, data governance and access, automation creation, and everything that enables the construction of a journey from attraction to post-sale.
It is the enabler for using different channels available in Zenvia Customer Cloud for communication with customers via mass messaging, with volumes tied to the session value of each channel.
By contracting a channel package, you will have access to a wide variety such as SMS, WhatsApp, RCS, Email, Facebook Messenger, Instagram Message, Webchat, and Push.
It refers to the number of licenses or “seats” available in the software plan that allows a certain number of users to access and use the service simultaneously. Each “seat” represents authorization for one person or user to access the solution.
Interactionz is the name given to interaction credits that occur within the Zenvia Customer Cloud software plan.
An Interactionz lasts for 24 hours, starting from the moment of its opening, and can be initiated by the company or the customer. If the interaction exceeds the 24-hour window, a new Interactionz will be debited, renewing the 24-hour session. Interactions within the same 24-hour period are counted only once.
Some examples:
The company sends a mass message without the need for customer interaction. There is no charge for Interactionz.
When a customer responds to a mass message and is transferred to human assistance or a chatbot, an Interactionz is debited.
When a company contacts a customer from its contact list (without the need for mass messaging), an Interactionz is debited.
When a customer contacts the company through one of the conversational channels (WhatsApp, webchat, Instagram, Facebook Messenger), an Interactionz is debited.
When a customer contacts the company and the interaction extends beyond 24 hours, an Interactionz is debited for each 24-hour period with an active conversation.
Resolved via chat:
– The customer contacts the company through one of the conversational channels (WhatsApp, webchat, Instagram, Facebook Messenger), is assisted by the chatbot, and has their request resolved directly within a 24-hour period. One interactionz is charged.
Resolved in a one-day ticket:
– The customer contacts the company through one of the conversational channels (WhatsApp, webchat, Instagram, Facebook Messenger), is assisted by a human agent (resulting in a ticket being opened), and has their request resolved within a 24-hour period. One interactionz is charged.
Resolved in a ticket lasting more than one day:
– The customer contacts the company through one of the conversational channels (WhatsApp, webchat, Instagram, Facebook Messenger) and is assisted by a human agent who only interacts with the ticket one week later. Two interactionz are charged. A new interactionz for each 24-hour period.
Chatbot with escalation:
– The customer contacts the company through one of the conversational channels (WhatsApp, webchat, Instagram, Facebook Messenger), is assisted by a chatbot, but requests to be escalated to a human agent (resulting in a ticket being opened), and has their request resolved within a 24-hour period. Two interactionz are charged.
Campaign, Sales, and Customer Service:
Customer Service:
