We use the “Alerts” tool to regulate working with chats. For instance: monitoring agent’s waiting periods and ‘in play’ statuses. This tool generates a notification for the agent to pay attention to, followed by a stern reminder, and if the chat isn’t processed, it will be transferred to another agent. Such extreme cases are considered incidents and decrease an agent’s KPI.
Multichat - Manage All Your Chats in One Place
Oki-Toki chats is an application for communicating with customers through messengers like Telegram, WhatsApp Business, Viber, social networks like Facebook, Instagram, e-mail, and voice assistants using a unified operator workspace and a phone application.
You can integrate your business resources with Oki-Toki’s Multichat using REST API and gain unified access to a wide variety of messengers and email.
Connect the Oki-Toki widget to your landing pages and support pages for consistent personalized communication with customers on the site. Answer their questions, guide them through the site, and use other “secret technologies” to learn more about the client.
Store all data in one chat – pages of interest, source of visit, placed orders, completed forms, call records, and message history – and you’ll easily navigate the communication history.
How to Manage Quality in Chats?
Quality management in chats is becoming increasingly important for business amid the rapid development of online communications. To fuel their business growth and enhance customer service, companies must harness automated tools such as knowledge bases and artificial intelligence, in conjunction with chat quality monitoring tools. Chat agents are required to ensure swift and effective resolution of customer issues, and utilize communication analysis tools to uncover customer needs and problems.
The Alert Tool
KPI of Chats
Regulating chat interactions is not the only normative reframing KPIs. You can form KPIs based on processed chats and sent messages, supervise the adherence to work shift schedules, apply speech analytics requirements, or use external data sources to evaluate the actions of agents.
KPI data stacks up in ready-made reports – “Rapports”, designed specifically for managers and clients. These reports contain only valuable data, making them particularly convenient for remembrance.
Utilizing quality management tools in chats can save time on issue resolution, enhance the overall impression of the company, and elevate customer trust levels. It is also essential to use chat quality management tools for remote and office teams to more effectively supervise agents’ performance and decrease communication errors with customers. In any case, a customer chat for the site offers numerous management options.
These tools diminish conflict in relationships, simplify management, save time on handling queries, and let you focus on the growth of your business according to the rules you establish. Try our quality control automation tools for remote and office teams. The instruments we offer are designed to strengthen your agent’s performance, enabling them to follow the scripts with precision and efficiency. Our tools are adaptable and designed for diverse settings, including using the Oki-Toki system for seamless communication. Take the leap, enhance your business model and witness the transformation.
How to Automize Sales and Support with Chatbots?"
Support agents and sales managers perform a plethora of actions with messages throughout the day. A significant part of this is routine, simple but requiring attention. At Oki-Toki, we’ve created bots to automate simple and repetitive tasks. Through a straightforward API, you can provide balance inquiries, order statuses, book appointments, and implement other ideas for streamlining, optimizing your business. Oki-Toki bots communicate in the customer’s language, which is incredibly important in today’s global world.
Online Chat for Your Website
- Integration of phone calls, emails, social media and messengers.
- Capability to manage multiple projects simultaneously.
- Advanced tools for contact center supervisors, agents, and managers.
- Reporting, report builder, plus intelligent contact center reports.
- Dialer, speech analytics, conversation scripts, voice bots, chatbots, support bots and more.
- Ready-made connectors for seamless integration with many CRM and ERP systems.
- Technical support with unmatched cynicism and annoying professionalism.
Questions and Answers
Which social networks and messengers are integrated?
Is there a chat on the website?
Is there an integration with SIP Telephony?
Can I test it for free?
What else is there for sales and consultations?
Online Consultant for Your Website
Oki-Toki chat is a unified call and message handling center for customers in social media, e-mail, on the website, and in messengers: WhatsApp, Telegram, Viber, Skype. It’s competent to provide instant connection with your visitors. Our online chat on the website allows users to ask questions and get quick answers without having to use a phone or email.
Modern business faces the need to interact with customers from various sources – social networks, messengers, via email and on the website. Managing all these chats can be challenging and time-consuming. However, with the emergence of multichat, the management process has become simpler and more efficient. As all chats are on one site.
Multichat allows managing multiple chats from different sources in one place. This significantly improves the quality of customer service, as agents can quickly respond to questions and problems, leading to an enhancement of customer satisfaction levels.
Furthermore, the use of multichat simplifies the process of interacting with customers, as there’s no need to switch between different platforms. This enables agents to address customers’ issues more quickly and efficiently, which is a critical factor in retaining customers.
Multichat is an effective tool for teamwork. It allows distribution of responsibilities and supervision of several agents’ work. This is particularly beneficial for companies that experience a high volume of customer inquiries and require swift and efficient problem-solving.
Overall, employing multichat is an essential step in the modern business world. It helps to manage a large number of chats and improves the quality of customer service; after its implementation, it leads to overall business improvement.