From it you call, send mail and messages to clients, colleagues in the contact center and see the performance of your work.
Omnichannel platform from Oki-Toki
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.
What is an omnichannel platform?
The omnichannel platform is an integrated communication system that brings together all the communication channels that are used to communicate between customers and the company. This allows you to create a "seamless" environment in which the client can communicate with the company through any channel convenient to him.
Within such a platform, the client does not need to repeat his question when he contacts through another channel, since all data about him and his requests are collected in a single client profile. Operators also don't need to switch between multiple open windows, as they see the entire history of communication with the client in one place.
Thus, omnichannel analytics allows companies to provide high-quality customer service and improve the efficiency of operators. In addition, with a single customer profile and operator-friendly interface, executives and analysts can quickly get complete information about customers and their requests, which helps them make informed decisions to improve the quality of service.
Requirements for an omnichannel system
Single workplace of the operator
Communication integration
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.
Omnichannel
Omnichannel is an approach to communication in which a company combines all channels of communication with a client into a single system in order to provide the client with the opportunity to communicate through any channel convenient for him, regardless of where he is and what device he uses.
Under the omnichannel platform, the client can communicate with the company through calls, email, social networks and instant messengers such as WhatsApp, Viber, Telegram, Skype. The company, in turn, combines all these channels into a single system to ensure seamless communication and convenience for the client and employees.
Questions and answers
Cost of an omnichannel solution
The cost of the solution starts from 22.5 euros per month .
Customization and refinement of the omnichannel solution
The Oki-Toki service has a developed API that allows you to implement almost any new functionality.
How is the distribution of requests received through different channels?
In our system, all requests are lined up in a single queue.
Is there a server solution for internal contact centers?
The omnichannel solution from Oki-Toki is available in two versions – cloud and server options .
Integration of the Oki-Toki omnichannel solution with its own CRM
Oki-Toki has a developed API for integration with third-party services of any complexity. Leave a request on the site and our experts will help you.
How does omnichannel selling work?
Omni-channel selling is a sales strategy that uses all available channels of communication with customers. Let's see how this strategy works in practice:
- The customer is looking for information about a product or service on the Internet. The company provides him with the necessary information through its website or social networks.
- The client leaves a request or places an order through the website or social networks. This data is entered into the company's CRM.
- An employee of the company or a call center operator receives information about the client's application and sees the entire history of his calls to the company, thanks to the integration of all communication channels into a single system.
- An employee of the company offers the client the most suitable product or service based on his needs and interests. Data about the client and his preferences can be obtained from the database and end-to-end analysis.
- The company uses mailing lists, social media posts and private messages to keep the customer interested and stimulate purchases.
- The customer receives the product or service and the company keeps the entire history of communication with the customer in order to improve the quality of service and maintain a long-term relationship with the customer.
Thus, omni-channel selling allows companies to improve customer experience, improve sales efficiency and customer satisfaction through all available communication channels.
Omnichannel Solutions
Omnichannel communications are a powerful business tool that integrates various communication channels into a single environment. Among these channels are calls, web chats, email, social networks, instant messengers and mobile applications. The combination of all these channels allows customers to choose the most convenient way for them to contact the company, and also allows business employees to work in a single interface and get quick access to the necessary information.
Omnichannel Tools
Single Operator Workstation
One of the key requirements for an omnichannel system is a single operator workstation. This means that the operator must be able to work with all channels of communication with the client from one place, without switching between different applications or interfaces.
A single workspace should include the ability to make calls, send emails and messages to clients and colleagues within the contact center, as well as the ability to track performance metrics such as the number of cases processed, processing time, etc. This single workspace allows agents to efficiently manage their work, respond to customer calls faster and better, and improve overall contact center productivity.
Communication integration
For omnichannel solutions, it is important to be able to integrate with all communication tools used by customers. This includes popular instant messengers such as WhatsApp, Viber, Telegram, Skype, as well as the social networks Facebook and Instagram. In addition, the system should have integration with calls, website and e-mail. Integration with communication tools allows operators to quickly receive information and quickly respond to customer requests. This allows customers to communicate in a channel that is convenient for them, not limited to only one means of communication, which increases the quality of service and customer satisfaction.
Unified message automation and helper bots
One of the key requirements for an omnichannel system is unified message automation and the presence of helper bots. Bots are software algorithms that can help operators process customer requests and reduce their workload. Not only do they know how to run basic Q&A chains, but they also have advanced skills such as message mining, pocket analytics, and dozens of other tasks that help reduce customer response time and improve customer service. With bots and unified messaging automation, companies can dramatically improve operational efficiency, improve customer experience, and improve customer satisfaction.
Reporting across all communication channels
Reporting on all communication channels is one of the requirements for the omnichannel platform, which means that the omnichannel system must provide reporting on all communication channels that are used to communicate with customers, including calls, mail, social networks, instant messengers, etc. Agent reports by communication channel allow you to track the number of customer calls through each communication channel, the speed of agent response to inquiries, the duration of calls, and other parameters that can help optimize contact center performance and improve customer service. Customer Experience (CX) reports provide insight into customer experience and how satisfied customers are with their contact center. CX reports provide data on customer satisfaction, call reasons, call rates, and other metrics that can help improve customer experience. Integrating customer journeys with Google Analytics allows you to track the customer journey on the company's website and evaluate the effectiveness of each communication channel used by the customer. This allows you to optimize the work of the site and the contact center in order to improve the convenience of communication with customers and increase sales efficiency.
Unified customer profile
A single customer profile in an omnichannel system is one of the key requirements for efficient customer service. It allows you to store all information about the client in one place, including data from different communication channels, such as calls, mail, social networks and instant messengers. Omnichannel solutions also use helper bots to help keep the customer profile up to date and complete. They can automatically request additional information from the client, such as a phone number or email address, and add it to the profile. Also, bots can be used to communicate with the client through different communication channels and collect information about his preferences, interests and needs. All this data is stored in a single customer profile and is used for more efficient communication and personalization of offers.