CHALLENGES AND SOLUTIONS
Speed up cross-channel request processing with SMART Chat
Unsatisfactory time of response to client requests
Instant notification of the operator about a new case through a push notification
Lack of a clear sequence for processing requests from clients
Determining client’s priority in the queue depending on the waiting time
Low request processing speed
Possibility of parallel processing by the operator of several calls at the same time
Maintaining communication with clients in disparate channels
Processing of cases from different channels in the "Single Window", without switching between systems
Lack of consolidated information and history of communication with the client
Viewing the history of interaction with the client for all operators who communicated with them
The need to analyze saved dialogues and identify weak points in communication at each stage of the funnel
Tracking the entire customer journey from the first contact and navigating to key events
FEATURES
Use ready-made or create your own communication scenarios for:
Processing sales orders
Increase your sales with convenient and fast order processing. Notify customers when order status changes.
Customer support (questions, complaints, warranty service)
Process each request easily and quickly in a single window of the system. Improve the quality of service support for any questions, complaints or warranty cases.
Communication with vendors and partners
Reduce time for routine processes of communication and document exchange (invoicing, acts and related documentation). Save the history of interaction and file sharing in the contact card.
Internal requests of employees
Provide qualified support to your colleagues. Record and forward requests to the relevant departments or employees.
Functional capabilities
SMART Chat
A module that enables communication with customers, partners, and employees using familiar messengers. Build lasting relationships by bringing all messengers together in a single window.
Unified Chats
- Facebook Messenger
- Telegram
- WhatsApp (via Infobip)
- Viber
- Instagram Direct
Complete Communication History
- Every conversation with an operator is saved and displayed directly on the customer’s card
- View the full communication history by channel, with filters for time period and operator
- Track key interaction metrics (wait time, time to accept, total conversation duration) for further analysis
Enhanced Interaction
- Uses accumulated conversation history to optimize future customer contacts
- Offers quick replies from a pre-built library
- Provides flexible configuration of business objects available for saving conversations
- Supports file and image exchange with customers
Personalization
- Helps managers conduct targeted, personalized communication to drive additional sales
- Expands engagement options through the customer’s preferred channel
- Facilitates collection and storage of customer preferences and needs, while keeping contact details up to date
Operator Groups
- Operator groups handle requests from specific customer types or those filtered by defined criteria, forming “thematic queues”
- Flexible configuration of operator groups within the system
- Routes messages to the appropriate operator group
- Sets the sequence for group searches
- Defines distribution rules based on customer parameters and interaction history
Operator Tools
- Emojis
- File and image sharing with customers
- Quick replies from a pre-built library
- Ability to link the current conversation to an existing record in the system (Contact, Organization, Order, Case, etc.) or create a new one
- Flexible configuration of objects available for linking to conversations
- Automated chatbot messages to customers (e.g., operator search, working hours, session end notifications)
Integrations
Empowerment
Connect the SMART Easy Bot chatbot management solution to the SMART Chat multichannel module
PRICING
Select your plan
1-10 operators
$150*
per environment / month
11-20 operators
$250*
per environment / month
21-30 operators
$350*
per environment / month
30+ operators
SPECIAL OFFER
1-10 operators
$100*
per environment / month
1-10 operators
$200*
per environment / month
1-10 operators
$300*
per environment / month
$100*
per environment / month
* +Azure based on consumption.
FEEDBACK
Our goal is your business result
Choose tools to meet your customers' expectations before they become challenges.
