Zenvia Customer Cloud is a unified, multichannel solution that allows your company to manage and deliver personal, engaging, and seamless experiences through interactions throughout the entire customer journey.
The solution's features are provided in a modular structure, and you can navigate through them via the side menu. See below:
| Navigation | Features |
|---|---|
| Home | Displays analytical data about the usage of the main features, plan information and consumption, as well as indicating the next steps for usage. |
| Contacts | Shows all contacts in the database and allows importing new contacts and grouping them into lists. Displays details and performance of a specific contact and allows managing contacts within Zenvia Customer Cloud. |
| Message broadcast | Allows for mass sending across multiple channels, building automated communication workflows, and requesting performance reports on broadcasts and automations. |
| Sales | Allows you to manage customer interactions with a focus on conversion and sales, monitor agent performance, integrate with external resources, and define business rules to optimize the distribution of interactions. |
| Support | Allows centralizing support team operations, managing support via tickets and chat, registering and managing SLA contracts, and configuring and organizing support tickets and conversations. |
| Chatbot | Allows creating and configuring virtual assistants (chatbots) to streamline communication processes and connect message broadcasts with your company’s support workflows. |
| Analytics | Concentrates the main reports with consolidated data on the resources used, including: automation reports, mass message broadcasts, campaign performance tracking, metrics and indicators related to support, triage or ratings of chatbot interactions, and consumption. |
| Settings | Allows configuring the general resources of the solution, including: integrating communication channels, creating and managing message templates, creating shortened links for use in message broadcasts, obtaining tokens that are access keys allowing system connections and webhooks, testing in Sandbox without affecting your official contact base, managing users and organizations, consulting financial information such as payment status of the contracted plan, organizational plan contracts, and viewing associated contracts and plans. |
How it works
To subscribe to Zenvia Customer Cloud, you need to combine a software plan with a channel plan:
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Software: This includes the features of Zenvia Customer Cloud, the number of Interactionz, and the number of users.
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Channels: This refers to the amount of sending you want to do through the available channels.
💡 Tip: Check the details at https://www.zenvia.com/.
InteractionZ
InteractionZ is the term that describes the message interactions between the company and the contact. These interactions can be: messages sent to a device; return messages, which are initiated from a device.
An InteractionZ lasts for 24 hours from its opening, and new messages within this period do not create a new InteractionZ.
Users
These are the people on your team who will actively access and use Zenvia Customer Cloud.
Channels
Channels must be configured for use within specific modules. Zenvia Customer Cloud integrates with seven conversational channels:
| Channel | Message broadcast | Ventas | Support | Chatbot |
| ✔️ | ✔️ | ✔️ | ✔️ | |
| SMS | ✔️ | - | - | - |
| ✔️ | - | ✔️ | - | |
| Facebook Messenger | - | ✔️ | ✔️ | ✔️ |
| - | ✔️ | ✔️ | ✔️ | |
| Webchat | - | ✔️ | ✔️ | ✔️ |
Now that you know Zenvia Customer Cloud, start creating personalized and engaging experiences for your customers.