We use the “Alerts” tool to control the regulation of working with chats. For instance: the duration of agent wait time and being “in work”. This tool creates an alert for the agent that deserves attention, then a strict reminder, and if he does not process the chat, the chat will be transferred to another agent. Such extreme cases are considered incidents and lower the agent’s KPI.
Online Chat for Website
Oki-Toki chat is a single center for processing calls and customer messages on social media, email, on the website, and in messengers: WhatsApp, Telegram, Viber, Skype.
Multichat - manage all chats in one place
Oki-Toki chats are an application for communicating with customers via messengers Telegram, WhatsApp Business, Viber, social networks Facebook, Instagram, e-mail, and voice assistants using a single operator workstation and a phone application.
You can integrate your business resources with Oki-Toki Multichat using REST API and gain unified access to a variety of messengers and email.
Connect the Oki-Toki widget to your landing pages and support pages for stable personalized communication with customers on the website. Answer their questions, guide them through the site, and use other “secret technologies” to learn more about the customer.
Keep all data in one chat – pages of interest, visit source, completed orders, filled forms, call records, and message history – and you will easily navigate the communication history.
How to manage quality in chats?
Quality management in chats is becoming increasingly important for business in the fast-paced online communications environment. To ensure business growth and improve customer service, companies must use automated tools, such as knowledge bases and artificial intelligence, as well as tools for monitoring quality in chats. Chat agents must monitor for quick and efficient resolution of customer issues and use tools to analyze communication with customers, to identify their needs and problems.
Alerts Tool
KPI of Chats
The regulation of working with chats is not the only norm that defines KPI. You can form KPIs based on processed chats and sent messages, monitor adherence to the work shift schedule, apply speech analytics requirements, or use external data sources to assess the actions of agents.
Reports
KPI data flows into ready-made reports – “Reports”, intended for managers and clients. These reports contain only useful data, making them especially convenient for remembering.
Bonus Management
Using tools for quality management in chats also allows saving time on reviewing issues, improving the overall impression of the company, and increasing customer trust. It’s also important to use tools for quality management in chats for remote and office teams to more effectively control the work of agents and reduce the number of errors in communication with customers. In any case, chat with a customer for a website offers many types of management.
These tools reduce conflict in relationships, simplify management, save time on reviewing issues, and allow concentrating on growing your business according to rules that you create. Try our automation tools for quality control for remote and office teams.
How to automate sales and support with chatbots?
Support agents and sales managers perform many actions with messages throughout the day. A noticeable part of them involves routine, simple but attention-requiring tasks. At Oki-Toki, we have created bots to automate simple and repetitive tasks. Using a simple API, you can provide information on balance, order status, book appointments, and implement other ideas for streamlining and optimizing your business. Bots in Oki-Toki communicate in the client’s language, which is very important in today’s global world.
Online Chat for Website
- Integration of calls, mail, social networks, and messengers.
- The ability to manage multiple projects simultaneously.
- Advanced tools for the call center supervisor, agent, and manager.
- Reports, report builder, and smart contact-center reports.
- Dialer, speech analytics, scripts, voice robots, chatbots, support bots, etc.
- Ready-made connectors for seamless integration with many CRMs and ERPs.
- Technical support with unmatched cynicism and annoying professionalism.
FAQ
Which social networks and messengers are integrated?
Integration is available with WhatsApp, Viber, Telegram, and Line, Messenger, Meta(Facebook), Instagram.
Is there a chat on the website?
Website calling, chatbot, website callback, and the chat on the website itself are available.
Is there integration with SIP telephony?
Integration is available with any SIP numbers with flexible routing and static call tracking.
Can I test it for free?
A 14-day free trial period is available. During the trial period, you are assigned a support staff member who helps with settings and training.
API Integration
We have an extensive API and flexible webhooks. With the API and webhooks, you can obtain any reports, events, or integrate corporate chat.
What else is there for sales and consultations?
We have a dialer with predictive dialing for cold calls, dialer for mailings, voice robot, conversation scripts, and analytical tools for managers.
Online Consultant for Website
Oki-Toki chat is a single center for processing calls and customer messages on social media, email, on the website, and in messengers: WhatsApp, Telegram, Viber, Skype. It is capable of providing instant communication with your visitors. Our online chat for websites allows users to ask questions and get quick answers without the need to use a phone or email.
Multichat
The modern business faces the necessity to communicate with customers from different sources – social networks, messengers, email, and on the website. Managing all these chats can be difficult and time-consuming. However, with the advent of multichat, the management process has become simpler and more efficient. Since all chats are on one site.
Multichat allows you to manage multiple chats from different sources in one place. This significantly improves customer service quality, as agents can quickly respond to questions and problems, leading to improved customer satisfaction levels.
Furthermore, using multichat simplifies the process of interacting with customers, as there is no need to switch between different platforms. This allows agents to resolve customer issues more quickly and efficiently, which is an important factor in retaining customers.
Multichat is an effective tool for team collaboration. It allows for the distribution of duties and managing the work of several agents. This is especially useful for companies that have a large flow of customer requests and need a fast and efficient solution to issues.
Overall, using multichat is an important step in the modern business world. It helps manage a large number of chats and improves customer service quality, leading to overall business improvement.