Omnichannel communication involves integrating different communication channels between clients and companies into a single system for seamless management of this process. This is the foundation of modern customer service, and without it, contact centers, especially in the E-commerce sector, cannot operate efficiently.
The ConnectiveOne omnichannel operator panel allows you to simultaneously handle inquiries from various channels, including Telegram, Viber, Facebook Messenger, Instagram, Gmail, Outlook, SMS, and Google Maps. The platform easily integrates with other ConnectiveOne modules and third-party corporate systems. Let’s explore the new opportunities this offers for your company.
Messengers and online chats are becoming increasingly popular, gradually replacing phone calls, SMS, and even email in everyday communication. Companies are actively integrating these tools into their processes, which is explained by a number of important advantages.
Messengers are always available, and their functionality significantly simplifies communication: from checking read status to file sharing and location transmission. Additionally, these apps sync across different devices, which is also an advantage.
Messengers provide a high level of security through reliable encryption of all transmitted information.
Since messengers have already become an integral part of everyday life for both customers and your team, integrating them into business processes is a perfectly logical solution.
Businesses that offer customers a wide range of communication channels appear more open, customer-oriented, and foster greater trust.
An omnichannel platform allows you to combine popular messengers like WhatsApp, Telegram, and Viber into one convenient space.
By expanding the company's presence across various digital channels, you gain several important advantages:
The operator panel module consolidates all dialogues from connected messengers into a single interface, offering flexible settings and providing your managers with:
Creating and editing users.
When adding a new user to the system, their name, email, role (administrator, supervisor, operator), maximum number of dialogues the operator can participate in, skill group, and other settings are specified.
Assigning topics and subtopics to inquiries.
Additionally, you can link a topic to a specific block in the dialogue (within the bot script), and after saving all changes, future dialogues will be automatically assigned to that topic.
Creating operator groups (skill groups), such as "Support."
These groups can be linked to specific inquiry topics and used when configuring and editing users.
Timeout for closing the chat.
Settings for automatically closing the dialogue if no actions occur within the specified time.
Working with files.
Settings for allowed file formats and maximum file size for exchanging between the operator and the client.
Settings for available topics for operators.
The option to choose between viewing all topics or only those that correspond to their skill group.
The dialogue you are interested in can be selected on the left side of the operator panel screen. Information about the client and their recent actions is displayed in the central part of the page, including their queries and chatbot responses. There is also a message input field and a "Start conversation" button. If necessary, another operator can be added to the conversation — they will also be able to send messages, and the client will see the names of all operators participating in the chat.
After the dialogue is completed, all information is saved in the history with the indication of the topic and the date of the inquiry. This data can be easily used for searching the required conversation through the filtering system by topics, dates, and operators who participated in the dialogue. It is also possible to view closed dialogues involving a specific user and all messages within that chat.
The ConnectiveOne operator panel module combines all the tools needed to manage communication across multiple channels. This allows you to increase the number of touchpoints with customers, reduce the load on the support team, and continuously monitor and improve service quality.
Connect the ConnectiveOne operator panel and communicate with customers in the channels that are most convenient for them, and most effective for you! Contact us to learn more and schedule a demo.
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