Zenvia Customer Cloud is a unified and multichannel solution that allows your company to manage and provide personal, engaging, and seamless experiences through interactions throughout the entire customer journey.
The solution's features are available in a module-based structure, and you can navigate through them using the side menu. Check the following:
| Navigation | Features |
| Home | Displays analytical data on the usage of key features, plan information and consumption, and indicates the next usage steps. |
| Contacts | Displays all contacts in the database and allows importing new contacts, grouping them into lists, showing details and performance of specific contacts, and managing contacts within Zenvia Customer Cloud. |
| Message broadcast | Allows mass broadcasting through multiple channels, building automated communication rules, and requesting performance reports on broadcasts and automations. |
| Sales | Allows handling customer support, monitoring agent assistance, configuring integrations with external resources, setting up organizational business rules for parameters, and triggers for assistance distribution in Zenvia Customer Cloud. |
| Chatbot | Enables creating and configuring virtual assistants (chatbots) to streamline communication processes, connecting message broadcast processes to your company's support flows. |
| Analytics | Centralizes key reports with consolidated data on used resources, including automations, mass message broadcasts, campaign performance tracking, metrics monitoring, and indicators related to support, triage, or qualifications of assistance provided by chatbots, as well as consumption. |
| Settings | Allows configuring general solution resources, such as integrating communication channels, creating and managing message templates, creating shortened links for use in your message broadcasts, obtaining tokens that are access keys enabling connection between systems and webhooks, conducting tests in the Sandbox without affecting your official contacts database, managing users and organizations, and checking financial information, such as the payment status of the contracted plan, organization plan contracts, and associated contracts and plans. |
How it Works
To subscribe to Zenvia Customer Cloud, it is necessary to combine a software plan with a channel plan:
- Software: Comprises the functionalities of Zenvia Customer Cloud, the quantity of Interactionz, and users;
- Channels: Represents the quantity of transmissions you want to carry out through the available channels.
💡 Tip: Check the details at https://www.zenvia.com/.
InteractionZ
InteractionZ is the term that describes message interactions between the company and the contact. These interactions can be: messages sent to a device; return messages, i.e., those initiated from a device.
Therefore, when the company initiates a conversation with the customer or when the customer initiates contact with your company, an InteractionZ occurs. An InteractionZ lasts for 24 hours from its opening, and new messages within this period do not create a new InteractionZ.
Users
Users are individuals from your team who will effectively 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 |
Customer service |
Chatbot |
|
|
✅ |
✅ |
✅ |
|
SMS |
✅ |
||
|
|
✅ |
||
|
RCS |
✅ |
||
|
Facebook messenger |
✅ |
||
|
|
✅ |
✅ |
|
|
Webchat |
✅ |
✅ |
Now that you are familiar with Zenvia Customer Cloud, start creating personalized and engaging experiences for your customers.