Centralize your WhatsApp communication with iKono Chat
We invite you to watch our full webinar here link.
Our first webinar of 2023 with our guest speaker who is part of the iKono development team Esteban Galvis and our Executive Sales presenter Vanessa Chavarro.
Vanessa: This is our first webinar of 2023. Today's guest is Esteban, who has been a great support in the area of development. Tell us about it, Esteban. What is iKono Chat?
Esteban: iKono Chat is a platform that centralizes a company's communications in one place. A company can have different communication channels; the ones we offer are WhatsApp, Instagram, and Facebook.
With our platform, you can centralize all chats from these channels and then have an agent effectively manage these conversations. Having everything in one place makes it easier to resolve your customers' questions and provide them with the attention they deserve.
Vanessa: We can also think that the time of the people who will be there dedicated to customer service will be managed much more efficiently and logically they will be able to think about selling through different channels.
Knowing that iKono Chat allows us to centralize the communication we want to provide to end customers, and we no longer have to keep track of three different tabs, but rather have everything on a single platform, let's get down to business., What is an agent?
Esteban: An agent within iKono Chat is responsible for managing incoming conversations through the platform and providing solutions to customers. Agents will have tools that allow them to perform this management, including access to customer chat rooms, the ability to send templates to customers, and the transfer of conversations if they require another person to handle the process. They will also have various other tools that will be shown later.
Vanessa: When we talk about agents, we also have another aspect, which would be the Supervisor.
Esteban: Supervisors are responsible for monitoring agents using the available tools. They can track the activity of agents who are currently on duty, ensuring they are effectively responding to customer chats. They can also manage chats in case agents need assistance, thus facilitating a more efficient workflow for them.
To see what the iKono Chat interface looks like Access here.
Vanessa: Here we'll tell you some of the platform's latest news.
Esteban: On our iKono Chat platform, the management that agents perform within the platform is called Agent Operations; it's a new concept that was introduced recently, and it's a really good thing.
The supervisor has access to the information dashboard showing all our agents and their current status. There you can see 10 agents, but only one is online. This way, I could go and say, "Excuse me, agents, could you please log on so we can begin the process?".
We're also going to have breaks, which is a very important concept. Agents could then, at any time, perform a different activity, or if they're in training, go out for lunch, etc., taking breaks to prevent them from receiving conversations they can't handle at that moment, and to ensure that agents who are available receive those conversations.
Our method for assigning chats from our clients is through a support queue. A chat comes in, we check which agent is available, assign that chat, and then the next time it comes in, that agent is skipped to avoid overloading the system, and the next available agent is found to assign it. In that case, if we need to take a break from the platform, we can do so to prevent these chats from piling up, so that when we return, for example, from lunch, we don't have angry users in our chats complaining that we haven't provided a solution to their problem.
Let's first look at the reasons for pauses and how agents can explain why they're taking a break. Within our pause reason management interface, we have two options: meeting or lunch. We can create a new one, for example, "bathroom," and choose an easily identifiable icon for this pause, such as iKono Chat.
Vanessa: I want to make a point: this part about pauses is important in managing chats. This is where we get into the importance of using a chat platform to manage WhatsApp communications or communications from any other channel.
Let's say the first thing that comes to mind is basically that they can have traceability of what happens with those communications that are going to enter the company, whereas if the agents are going to be handling the chats through their personal chats or each agent as they want to handle them, they are not going to have traceability, they are not going to see a single view of the company.
What the client wants to convey to their end users, how they want to treat them, how long they want to keep their customers waiting, is a deeper issue because we have clients from different sectors.
When we talk about the health sector, when I go to request an appointment, the waiting time may be longer than I want to wait, just like when I write to a pharmacy. If I'm writing to a pharmacy, I want them to answer me right away because I'm writing to buy a product that I urgently need.
So, this issue of pauses will also help them manage those chats better, and therefore, that customer service will be much better because we will avoid those long waiting times for customers so that they feel better served by the company they are writing to.
Esteban: It is very important to consider the advantages of having a platform like this; it's not about having it just for the sake of having it, but about knowing that it will benefit our communications and the attention we give to our customers, because it will generate customer loyalty.
In the case of the pharmacy, if the company responds quickly to the user to solve the problem, it will be a place where the customer will continue to write.
These tools will generate loyalty for the people who are communicating with us and who require our services.
The pauses interface asks us why we are going to pause. We will have the possibility of pausing, for example, at the end of the afternoon, 10 minutes before the end of the day, to finish managing the chats that we have assigned at that moment and then be able to end the day in a good way and let the clients know that it is no longer a good time to write.
If you want to know the complete and detailed information about our webinar, access this link.
#We invite you to read our blog post «"Betting on customer service through online chat"»
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