From it you call, send mail and messages to clients, colleagues in the contact center and see the performance of your work.
Omnichannel from Oki-Toki
The omnichannel platform combines 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.
What is an omnichannel platform?
An omnichannel platform is a “seamless” combination of communication channels into a single system. The main thing in this idea is the client and his attitude to communication with the company. Additional tools in the platform provide convenience for business and company employees, such as a single client profile or a single operator workplace.
The client always contacts through the channel that is convenient for him. Then work with the client can move to another channel of communication. The omnichannel communication system allows you to work seamlessly with such requests.
The client does not need to repeat his question, which was discussed on another communication channel, and the operator does not need to keep many windows open and copy information between them, but the manager, analyst, quality control department and operator see communication as one chain of messages.
Requirements for an omnichannel system
Single workplace of the operator
integration with your messengers: whatsapp, viber, telegram, Skype, social networks: Facebook and Instagram and calls, website and email.
Unified message automation and helper bots
Bots help you not only with Q&A threads, but also with FAQs, advanced skills, data extraction from messages, Pocket Analytics, and dozens of other tasks to ensure that communication leads to your goals.
Reporting across all communication channels
Agent Channel Reporting, Customer Experience Reporting, and Customer Journey Integration with Google Analytics.
Unified customer profile
An omnichannel client card and bots are assistants that help to fill it and keep it up to date.
How does omnichannel selling work?
Suppose a company has a website with an adaptive version – you can enter your personal account using a unique login and password or an account in social networks. The company also attracts customers through social networks where the target audience is present: within the framework of the site, a manager or a bot can communicate with the client.
When the client sends an application or places an order, the data goes to CRM, call tracking data, end-to-end analytics go there, and are supplemented with suggestive algorithm data .
A manager, support employee or call center operator sees the history of the request and makes an offer taking into account the interests of the client. The database stores the entire history of interaction, so the buyer does not have to waste time on formalities when re-applying.
To maintain interest and stimulate purchases, the company uses mailing lists, discussions in the SS and personal messages with information about promotions, sales and other profitable offers, and also creates comfortable conditions for issuing an order.
We combined calls, mail, social networks and instant messengers so that you could manage several projects at the same time and using the tools for the CC supervisor, operator and manager created the best conditions for communication with the client.