We use the “Alerts” tool to control the chat handling regulations. For example: duration of agent wait and “in work” status. This tool creates an alert for the agent to pay attention to, then a strict reminder, and if they do not process the chat, it 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 unified center for handling calls and customer messages on social networks, e-mail, on the website, and in messengers: WhatsApp, Telegram, Viber, Skype.
Multichat - manage all your chats in one place
Oki-Toki web chat services are an application for communicating with customers through messengers like Telegram, WhatsApp Business, Viber, social networks like Facebook, Instagram, email, and voice assistants using a single operator workstation and a phone app.
You can integrate your business resources with Oki-Toki Multichat using REST API and get a unified access to a variety of messengers and email.
Connect your landing pages and support pages with Oki-Toki widget 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.
Store all the data in one chat with customer – pages of interest, source of visit, completed orders, filled forms, call records, and message history – and you will easily navigate through the communication history.
How to Manage Quality in Chats?
Managing chat quality is becoming increasingly important for businesses in the rapidly developing field of online communications. To ensure business growth and improve customer service, companies must utilize automated tools such as knowledge bases and artificial intelligence, as well as tools for monitoring chat quality. Chat agents should monitor quick and efficient resolution of customer inquiries and use tools for analyzing communication with customers to identify their needs and issues.
Alerts Tool
Chat KPI
The chat handling regulations aren’t the only standard determining KPI. You can form KPIs based on processed chats and sent messages, monitor compliance with the schedule for work shifts, apply speech analytics requirements or use external data sources to evaluate agents’ actions.
Reports
KPI data flows into ready reports – “Reports”, intended for managers and clients. These reports contain only useful data, which makes them especially convenient for memorization.
Bonus Management
Using tools for managing quality in chats will also save time on reviewing issues, improve the overall impression of the company, and increase client trust levels. It’s also important to use quality management tools in chats for both remote and office teams to control agent work more effectively and reduce the number of errors in customer communication. In any case, chat with customers for the website has many management types.
These tools reduce conflicts in relationships, simplify management, save time on reviewing issues, and allow focusing on your business growth by rules 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 it is routine, simple but requiring attention. We at Oki-Toki have created bots for automating simple and repetitive tasks. With a simple API, you can provide information about 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 handle multiple projects simultaneously.
- Advanced tools for the supervisor of the CC, agent, and manager.
- Reports, report builder, as well as smart contact center reports.
- Dialer, speech analytics, conversation scripts, voice robots, chatbots, support bots, etc.
- Ready connectors for seamless integration with many CRM and ERP.
- Technical support with unparalleled cynicism and annoying professionalism.
Questions and Answers
Which social networks and messengers are integrated?
Integration is available with Whatsapp, Viber, Telegram, and Line, Messenger, Meta(Facebook), Instagram.
Is there a chat for the website?
Website calling, chatbot, website callback, and the chat on the website itself are available.
Is there integration with SIP telephony?
Integration with any SIP numbers is available 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, a technical support staff member is assigned to help with settings and training.
API Integration
We have an extended API and flexible webhooks. With API and webhooks, you can obtain any reporting, event, or integrate a 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 analytics tools for managers.
Online Consultant for Website
Oki-Toki online chat services is a unified center for handling calls and customer messages on social networks, e-mail, on the website, and in messengers: WhatsApp, Telegram, Viber, Skype, capable of providing instant communication with your visitors. Our chat online software for websites allows users to ask questions and get quick answers without the need to use a phone or email.
Multichat
Modern business encounters the need to communicate with clients from various sources – social networks, messengers, by email, and on the website. Managing all these live chat solutions can be challenging and time-consuming. However, with the advent of multichat, the process of management has become easier and more efficient as all chats are on one site.
Multichat allows managing multiple webchat software from different sources in one place. This significantly improves the quality of customer service, as agents can promptly respond to questions and issues, leading to improved customer satisfaction levels.
Furthermore, using multichat simplifies the interaction process with clients, as there is no need to switch between different platforms. This allows agents to solve client issues quicker and more efficiently, which is a crucial factor for retaining clients.
Multichat is an effective tool for teamwork. It enables the distribution of duties and management of the work of several agents. This is particularly beneficial for companies that have a large influx of client inquiries and require quick and effective problem resolution.
Overall, the use of multichat is an important step in the modern business world. It helps manage a large number of live chat widget for website and improves customer service quality, ultimately leading to improved business overall.