Text messaging – an important but difficult-to-control communication channel.

For small businesses, text messaging is the most direct "touchpoint" with customers:

• A message asking for a price on Facebook.
• A price quote response email via Gmail.
• A quick chat on Zalo or WhatsApp.

If you miss out, you could lose an immediate sales opportunity. But managing multiple channels means opening 5-7 apps, constantly switching tabs, and frequently "forgetting to reply to customers"—something no customer wants.

Challenges for SMEs in managing multi-channel messaging.

• Time-consuming: you have to check each app individually, making it easy to miss messages.
• Lack of consistency: customers message via Zalo, then send emails, but you don't have the overall picture.
• Pressure to respond quickly: sometimes customers ask difficult questions, or require tactful answers, and staff don't know how to respond.

GTG CRM's AI-integrated messaging – Centralize all your conversations in one place.

To thoroughly address these issues, GTG CRM developed AI-integrated Messaging – a tool that consolidates all multi-channel messages into a single dashboard, along with AI support for intelligent replies.

Key features:

• Connect 7 popular platforms: Zalo, Facebook Messenger, Gmail, Outlook, WhatsApp, SMS, and Yahoo. All conveniently located in a single inbox for easy management.
• AI suggests appropriate responses for each channel: for example, on Facebook → friendly tone, on Gmail → professional, on Zalo → approachable.
• The Live Chat button is customizable: design your own colors, greetings, icons, etc., and integrate it directly into any of your websites. Customers can chat instantly, and messages are immediately sent to GTG CRM.
• Centralized management: view conversation history, assign tasks to staff, and avoid duplication when multiple people are providing support.

GTG CRM's AI suggests ways to respond to customer messages.

Real-life situation

You own an English language center. Potential students can contact you through various channels: Facebook inbox, quick inquiries on Zalo, email via Gmail, or chat directly on your website.

Without a system, you have to open each app individually to reply. If even one message is missed, students will immediately choose a different center.

With GTG CRM's Messaging feature, all messages go to one place. When a student messages, "Does the center offer IELTS courses?", the AI will suggest a professional response. You just need to click send or make a few edits and you're done. If a student asks on the website, the built-in Live Chat will also send the message directly to the dashboard.

The result? You don't miss any customers, and the team saves hours each week managing their inbox.

Benefits for small businesses

• Don't miss any messages from customers.
• Fast, responsive responses tailored to each platform thanks to AI.
• Easily scalable: effective management is possible for individuals and even large customer service teams.
• Create a professional experience: customized live chat enhances brand credibility.

Conclude

In the digital age, customers can come from any channel and they expect an immediate response. With GTG CRM's AI-integrated messaging, you can centralize all your messages in one place, respond intelligently, and maintain a seamless connection with your customers.