Yes. There are no depth restrictions.
Client conversation scripts
A tool for systematizing, controlling and automating the process of communication with customers.
How to use Conversation Scripts?
1
Sales scenarios
Create your own sales scripts for different projects, making it easier for operators to work with objections and refusals. operator involvement.
2
Questionnaires for surveys and research
Use a convenient visual constructor to create questionnaires for surveys.
To launch a survey, you will need such Oki-Toki features as powerful auto-dialing with extensive customization options, phone and address validation, and API integration.
Connect operators to surveys from anywhere in the world. Track the time spent on each question. Provide detailed statistics to the customer.
3
Conversation scenarios for an incoming line
Connect conversation scripts to the incoming line to optimize the processing of calls.
Conversation scripts in Oki-Toki can not only prompt the operator, but also help to keep a history of calls, schedule calls, load lists or send messages automatically, for example, from a CP or with information about order.
4
Conversation scripts for robots
Automate the processing of calls to your call center with conversation scripts for robots.
Our robots do not need to be trained on your conversations – they are born with the skills inherent in good operators: a pleasant voice, manners, literacy and a sense of humor.
Where to use Conversation scripts
cold sales
Upload your sales scripts and track the performance of telemarketers.
Polls and questionnaires
Use Conversation Scripts to conduct market research, social or political surveys.
Receiving requests in the online store
Record and process calls to the call center, hotline or technical support of the online store.
Acceptance of orders in CPA networks and goods
Process calls and make additional sales with Conversation Scripts.
5 tasks that the Conversation Scripts tool solves
Process Automation
Simplify basic operations by automating processes with Conversation Scripts. What you can:
- Send automated messages to respondents via email or SMS.
- Set up automatic notifications to responsible or customers, for example, about a sale or an application.
- Schedule the next call.
Set up remembering the last answer in the scenario with the ability to continue it. - Set quotas for surveys with the ability to automatically stop calling when the quota is reached.
- Integrate with other CRMs to collect or send data during a conversation
Improving Efficiency
Oki-Toki conversation scenarios simplify the work of experienced operators and help beginners quickly turn on. You will be able to:
- Flexibly set up transitions between questions and answers.
- Add explanations to questions, descriptions of answer requirements, and miscellaneous trivia for learning.
- Use a single interface for all your call center projects.
- Create your own conversation script templates.
Data collection
Using Conversation Scripts, you can eliminate human error such as "forgetfulness" when entering required answers and unify data collection.
- Use the binding of answers to the contact fields in the card.
- Set survey quotas.
- Keep a history of changes in the card. Create dropdown lists to save responses in a single format.
- Set required fields.
- Use automatic data validation during filling (addresses, names, etc.).
Operator training
Conversation scenarios in Oki-Toki simplify the process of integrating new operators or launching new projects as much as possible.
- Use the "Sandbox" to train employees without affecting the statistics of work projects.
- Easily add new operators to your project by displaying prompted questions sequentially instead of memorizing questions.
- Test the "weak points" of the script before starting work.
Drawing up reports
Optimize your call center with Conversation Scripts. You will be able to track:
- Individual KPIs for operators.
- Involvement in work.
- General statistics for the company.
- Project statistics.
Aggregated data with different slices is already ready in our “ Reports ” tool.
Additional features of Chat Scripts
Preservation of the duration and authorship of each of the answers.
Validation (verification) of the entered values.
Connecting a list of possible values.
Response history with UNDO option.
Ability to copy scripts.
Ability to import scripts from Google docs and Msword
Ability to manage scripts via API.
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What the Conversation Scripts tool looks like in Oki-Toki
Frequently asked questions about the Conversation Scripts tool
Are there multiple levels of questions?
Can scripts be imported/exported?
Yes. You can import from Google Documents.
Can I use your CRM with my PBX?
It is impossible to connect CRM separately without our PBX.
Can I connect my SIP number to CRM?
Yes, no problem.
Is there a fee for using CRM?
Payment for the use of CRM is included in the subscription fee.
Is it possible to connect external storage to your service?
You can connect Google Drive, Dropbox, Yandex Disk.
Is it possible to listen to the operator's conversations in real time?
Yes, through the "Users" widget in the operator's place.
Can the operator receive calls to a personal phone if necessary?
Yes, for this you need to add another communication tool in the user settings.
Use additional tools as needed
The omnichannel platform integrates calls, web chats, email, social networks, instant messengers and mobile applications. In such a unified environment, it is very convenient for people to work, and the combined data creates the conditions for the work of bots – reliable and functional assistants.
- 5 dialer modes: Preview/Callback, Predictive, Progressive, Ultra, Power,
- flexible settings for the number and interval of attempts,
- the possibility of using in conjunction with an autoinformer,
- adjustment of calls according to the time zone of customers,
- integration with external CRM,
- automatic processing of lost calls.
A tool for systematizing, controlling and automating the process of communication with customers.
- automatic messages to respondents by mail or SMS,
- automatic notifications of responsible or customers, for example, about a sale or an application,
- integration with other CRMs to collect or send data during the dialogue,
- creating your own conversation script templates,
- survey quotas,
- linking answers to contact fields in the card,
- training of employees without affecting the statistics of work projects,
- individual KPIs for operators and much more.
Conversation scoring, transcripts and speech analytics are three Okie-Toki tools that will allow you to control the quality of calls in your call center!
- automatic selection of an audio recording for verification,
- voice distortion to eliminate subjectivity,
- statistics of operators' assessments and the work of the quality control department,
- karaoke mode (matching the text of the audio recording and highlighting the text while listening),
- tracking interruptions, pauses, the use of obscene (obscene) words in a conversation with a client,
- tracking the compliance of the questionnaire with the transcript of the conversation.
Reviews about Oki-Toki from other services
Script for a conversation with a client for a call center
Customer Conversation Scripts are an essential tool for any company that values service quality and efficiency. They help improve customer experience, standardize processes and increase customer satisfaction. In our service, you can create ready-made sales scripts for free. Let's take a look at what a customer conversation script is, how they work, and what benefits they can bring to your business.
How to use Conversation Scripts?
Creating sales scenarios in Oki-Toki is a simple and convenient process. Here are the main steps to follow:
- Define a goal. Before you start creating a scenario, it is important to understand what goal you want to achieve. This could be selling a particular product or service, improving customer service, or managing objections.
- Explore the market. Research the market to understand what your customers are looking for and what needs they have. This will help you create a script that will be tailored to their needs.
- Create a script. Use the convenient visual designer in Oki-Toki to create a sales script.
- Define the key stages of the conversation. Call type, whether it is an outgoing call script or an incoming call script. Possible objections and answers to them, as well as a strategy for closing the deal. Also keep in mind that your script should be simple and easy to understand for the operators.
- Test the script. After creating a sales scenario, it is important to test it. Determine what needs to be corrected or added to improve the effectiveness of the script.
- Implement the scenario. After successfully testing the sales scenario, connect it to Oki-Toki so that operators can use it in their work.
Using customer conversation scripts within Oki-Toki has many advantages. Some of them will be described in more detail below:
- Efficiency Improvement : Using conversation scripts helps agents work more efficiently as they can quickly find the information they need and manage the conversation with the customer.
- Quality of Service Improvement : Conversation scripts can help operators provide a better quality of service as they can quickly find information and answer customer questions.
- Improved call management : Chat scripts help you track your call history, schedule calls, and track the results of calls.
- To improve automation, the call script can be integrated with other features in Oki-Toki, such as Callback or Auto Call, which allows you to automate many processes and improve efficiency.
- Stats Improvement : Chat scripts can provide detailed statistics about calls, allowing you to better understand customer needs and optimize service processes.
Where to use Conversation scripts
Using Questionnaires for Surveys and Surveys
You can also use scripts to conduct surveys and surveys using questionnaires. To do this, you can use a powerful auto-dial with extensive customization options, phone and address validation, as well as API integration. This will allow you to run surveys and receive responses from operators from anywhere in the world, track the time spent on each question, and provide detailed statistics to the customer.
Using Inbound Call Scripts
You can use inbound call scripts to optimize the inbound call handling process. Conversation scenarios in Oki-Toki will help not only to prompt the operator, but also to keep a history of calls, schedule calls, load lists or send automatic messages, for example, from a CP or order information.
Using Robot Chat Scripts
You can also automate call handling in your call center with Robot Chat Scripts. Robots have the inherent skills of good operators, such as a pleasant voice, mannerisms, literacy and sense of humor, and they do not need to be trained on your conversations.
In general, conversation scripts in Oki-Toki can be used for a variety of purposes, including improving sales processes, conducting surveys and research, streamlining the call processing process, and automating the call center script using robots. They will help operators work more efficiently, automate many processes and improve the customer experience. Using conversation scripts in Oki-Toki can help you achieve these goals and improve your business.
Tasks that the Conversation Scripts tool solves
Using dialogue scripts, the client will be able to perform a wide range of actions to automate and improve their communication with clients and partners, namely:
- Sending automatic messages: the client will be able to set up automatic mail or SMS messages to be sent to respondents to notify them of relevant questions or suggestions.
- Setting up automatic notifications: the client will be able to set notifications for responsible or customers, for example, about a sale or an application, so that they are always aware of the latest business.
- Next call scheduling: The client will be able to schedule the next call with the respondent to maintain active contacts and improve communication with clients. Remembering the last answer: the client will be able to set up remembering the last answer in the conversation script in order to continue the dialogue with the respondent in the future without losing the previous information.
- Setting Quotas: The customer will be able to set survey quotas to limit the number of calls per day or per week, and automatically stop calling when the quota is reached.
- CRM Integration: The customer will be able to integrate conversation scripts with other CRMs to collect or send data during the conversation to increase efficiency and improve customer management.
Conversation script as a tool to improve efficiency
The use of dialogue scripts in Oki-Toki will make the work of experienced operators easier, as well as help newcomers to quickly understand the process of interacting with respondents. Using this functionality you can:
- Flexibly set up transitions between questions and answers to provide a more effective dialogue with respondents.
- Add explanations to questions, descriptions of response requirements, and various details to educate operators and increase efficiency.
- Use a single interface for all projects and scripts for the call center, which will help simplify work and improve efficiency.
- Customers can create their own dialogue script templates to better reflect the specifics of their business task and improve efficiency.
Conversation script as a tool for data collection
Using conversation scripts can improve the efficiency of interaction with respondents by eliminating the human factor, such as forgetfulness, when entering mandatory answers and ensuring unified data collection.
- Use the linking of answers to the contact fields in the card. This will help you keep a history of changes in the card and improve its organization.
- You can also set survey quotas to limit the number of respondents you can interact with. This will help you achieve the desired results in a shorter time.
- Keep a history of changes in the card. Create drop-down lists to save responses in a consistent format to make sure all the data you need is collected.
- Set required fields.
- Use automatic data validation at the time of completion, such as checking addresses, names, etc., to ensure that the data you collect is accurate and complete.
Reporting based on the scenario of dialogues
With Conversation Scripts, you can optimize the performance of your call center. This will allow you to track the following metrics:
- Individual KPIs for each operator – this will help you evaluate the performance of each of them.
- The level of involvement of agents in the work – this will help you assess how actively they are involved in the work of the call center.
- General statistics for the company – this will help you get a general idea of how the incoming/outgoing call script works and how the call center works in general.
- Scripts for processing incoming calls and the percentage of lost clients when processing calls without clients.
- Project statistics – this will help you evaluate the effectiveness of work on each of the projects.
- Using the \"Reports\" tool, you can access aggregated data with different slices that will allow you to analyze the results of your work. This will help you get the full picture and improve the efficiency of your call center.
Feedback from the Startpack service
Pros: extensive functionality, a huge number of reports. The company itself is ready to develop new products to improve the quality of work. Integration of statistical data, disciplinary reports and reports.
Convenient platform for a company with a large number of clients. Linking a personal manager to a client, which is important at the first stages of working with the program. Full automation of calls, recording and archive of all telephone conversations. API integration. At the same time, the cost of these services on the market is low.
Cons: Lack of a number of widgets when moving to a new opera place, although this can be considered an advantage, since it does not scatter the operator's attention when calling
Iulia Raiscaia
Feedback from Voipoffice
We have been working with Oki for more than 3 years. Excellent service for the implementation of projects and at a very good price. If there are people, pay, if there are no people, don't pay. We have already implemented a large number of projects on the Oka platform. Very convenient widgets for tracking indicators and flexible settings. If you want to quickly launch a project that will work stably, I definitely recommend Oki. We have not had situations in 3 years that the oki did not work for more than 4-5 minutes and this happens very rarely.
Bogdan Koshevoy
Feedback from the Otzovik service
We have been working with Oki since 2018, we found them when we opened an online store. The service is very flexible. At first we had a couple of operators, and we bought only 2 operator positions. Now there are more operators, we spend, of course, also more, but there are no “extra” and imposed payments. There are 10 operators – you pay only for 10 operator places. You don’t need, for example, a voice robot – you don’t pay for it, you need it, you connected it. But there is a personal manager only at the stage of connection and the test period. Generally satisfied.
Lyubov
Feedback from Indexcall
There are pluses and minuses in the system. Although in general a positive impression. From the conveniences: a clear interface and work from the browser, the capabilities of the dealer. IVR is very cool. Creating voice greetings or scripts is really cool. Of the minuses: the raw interface of the operator's workplace, there are a number of shortcomings. It's a little annoying that many related functions are in different sections. It would be nice to add more hints. In general, more satisfied with the work than not.
Guest