We use the "Alerts" tool to control the rules for working with chats. For example: the duration of waiting for the operator and being “in work”. This tool creates an alert for the operator to pay attention to, then a stern reminder and if he does not process the chat, then the chat will be transferred to another operator. Such extreme cases are considered incidents and reduce the operator's KPI.
Online chat for website
Oki-Toki chat is a single center for processing calls and customer messages in social networks, e-mail, on the website and in instant messengers: WhatsApp, Telegram, Viber, Skype.
Multichat - manage all your chats in one place
Oki-Toki chats is an application for communicating with customers via Telegram, WhatsApp Business, Viber messengers, social networks Facebook, Instagram, e-mail, voice assistants using a single operator workplace and phone application.
You can integrate your business resources with Oki-Toki Multichat using the REST API and get unified access to the whole variety of instant messengers and e-mail.
Connect the Oki-Toki widget to your landings and support pages for a stable personalized connection 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, completed orders, completed forms, call records and message history – and it will be easy for you to navigate in the history of communication.
How to Manage Quality in Chats?
Quality management in chats is becoming increasingly important for businesses with the rapid development of online communications. To grow their business and improve customer service, companies must use automated tools such as knowledge bases and artificial intelligence, as well as chat quality monitoring tools. Chat operators must ensure that customer issues are resolved quickly and efficiently and use tools to analyze customer communications to identify customer needs and concerns.
Alert Tool
Chat KPIs
The rules for working with chats are not the only standard that defines KPI. You can build KPIs based on chats processed and messages sent, track shift scheduling, apply speech analytics requirements, or use external data sources to evaluate agent performance.
reports
KPI data flows into ready-made reports – “Reports”, intended for managers and customers. These reports contain only useful data, which makes them especially easy to remember.
Premium Management
Using quality management tools in chats will also save time on questions, improve the overall impression of the company and increase customer confidence. It is also important to use quality management tools in chats for remote and office teams in order to more effectively control the work of operators and reduce the number of errors in communication with customers. In any case, the chat with the client for the site has many types of control.
These tools reduce conflict in relationships, simplify management, save time on issues, and allow you to focus on growing your business by the rules you create. Try our QA automation tools for remote and office teams.
How to automate sales and support using chatbots?
Support operators and sales managers perform many actions with messages throughout the day. A noticeable part of them is a routine, simple, but requiring attention. We at Oki-Toki have created bots to automate simple and repetitive tasks. With a simple API, you can provide balance information, order status, make an appointment and implement other ideas to rationalize, optimize your business. Bots in Oki-Toki communicate in the language of the client, which is very important in today's global world.
Online chat for website
- Unification of calls, mail, social networks and instant messengers.
- Ability to manage multiple projects at the same time.
- Developed tools for the CC supervisor, operator and manager.
- Reports, report builder, and smart contact center reports.
- Auto-dialing, speech analytics, conversation scripts, voice robots, chat bots, support bots, etc.
- Ready-made connectors for seamless integration with many CRMs and ERPs.
- Technical support with unsurpassed cynicism and infuriating professionalism.
Questions and answers
What social networks and instant messengers do you have integration with?
Integration with Whatsapp, Viber, Telegram and Line, Messenger, Meta(Facebook), Instagram is available.
Is there a chat on the site?
A call from the site, a chatbot, a callback from the site and a chat to the site are available.
Is there integration with SIP telephony?
Integration with any SIP numbers with flexible routing and static call tracking is available.
Can I test for free?
14 days free period available. During the trial period, you are assigned a technical support employee who helps with settings and training.
API integration
We have an extended API and flexible webhooks. Using the API and webhooks, you can get any reporting, event, or integrate a corporate chat.
What else is there for sales and consultations?
We have a predictive dialer for cold calls, a dialer for mailing lists , a voice robot , conversation scripts and analytics tools for executives .
Online consultant for the site
Oki-Toki chat is a single center for processing calls and customer messages in social networks, e-mail, on the website and in instant messengers: WhatsApp, Telegram, Viber, Skype. Which is able to provide an instant connection with your visitors. Our live chat on the site allows users to ask questions and get quick answers without the need for a phone or email.
multichat
Modern business is faced with the need to communicate with customers from different sources – social networks, instant messengers, email and website. Managing all these chats can be difficult and time consuming. However, with the advent of multichat, the management process has become easier and more efficient. Since all chats are on one site.
Multichat allows you to manage multiple chats from different sources in one place. This greatly enhances the customer experience as operators can quickly respond to questions and concerns, resulting in improved customer satisfaction.
In addition, the use of multi-chat simplifies the process of interacting with customers, as there is no need to switch between different platforms. This allows operators to resolve customer issues faster and more efficiently, which is an important factor in customer retention.
Multichat is an effective teamwork tool. It allows you to distribute responsibilities and manage the work of several operators. This is especially useful for companies that have a high flow of customer inquiries and need to resolve issues quickly and efficiently.
In general, the use of multichat is an important step in today's business world. It helps to manage more chats and improves the customer experience, after use leads to an improvement in the business as a whole.