Yeastar Adds New Communications Capabilities to its Platform

Customers today are opting to reach out through a wide variety of channels (sometimes for the same transaction, no less). Increasingly, engaged customers expect to be able to reach companies through the messaging channels they use every day for personal communications. It's convenient, and the expectation is valid.

So, Chinese unified communications (UC) solutions provider Yeastar recently announced the launch of Live Chat and Facebook Messenger in the latest updates to its P-Series Phone System. These new channels are expected to strengthen the capabilities of Yeastar's contact center solution, which already encompasses WhatsApp and SMS. (More than 450,000 customers worldwide use Yeastar’s platform for unified communications.)

The solution’s Live Chat feature offers customers a direct line to vendors through a real-time chat interface. Using the Yeastar solution, businesses can easily implement a chat widget on their website, with customizable styling options to align with their branding. Customer inquiries will be directed to a central inbox on Linkus UC Clients, where agents can efficiently manage interactions from various platforms. Additionally, chats can be upgraded to phone calls, providing free consultations that help turn website visitors into potential leads.

The integration of Facebook Messenger is expected to enrich the customer service toolkit, allowing businesses to connect with their audience where they already are — on one of the world's most popular social media platforms with over 1.3 billion active users globally.

"Integrating live chat and Facebook Messenger into our contact center solution aligns with our vision and is a major milestone in Yeastar's CCaaS roadmap," said Arya Zhou, Head of Global Sales at Yeastar, in a statement. "As contact centers take on a broader role, businesses must adapt and equip themselves with essential tools for delivering omnichannel customer service. Going forward, we will continue to provide more communication options to help them excel and differentiate themselves in the market."