Multi-channel messaging and online chat service
Nova.Chats – is anunique platform that aggregates messages across all channels: WhatsApp, Facebook Messenger, Viber, Telegram, SMS, Vkontakte, Instagram and online chat, which are served automatically by chat-bots or by operators. The solution works as a cloud service and does not require any deployment and installation costs, meanwhile corporate clients can deploy the solution locally In-House to provide the highest security requirements.
Nova.Chats is the only product on the market that allows you to connect the Viber and WhatsApp channels to your regular phone number and get unique features:
You can see the mobile numbers of customers who write to you
You can interact with an existing customer base
You can write to customers who have never written to you
It is easy to place the multi-channel widget on your website and start receiving messages right now:
There are widgets for WhatsApp, Viber, Telegram, VKontakte, Facebook, Live Chat and SMS. Look at our widget in the corner of this screen, it’s example of the widget.
Our solution allows you to get instant messaging in your business. Now you can use any communication channel – Telegram for customer service or get feedback via Viber, WhatsApp for new orders or Facebook for resolving complex issues.
The uniqueness of the solution lies in the fact that regardless of what channel the client uses, the message will always come in unified operator’s interface according to rules and will write into a single database of interaction history. Using the API and script engine you will be able automate any task or create your own chat-bot, and once written the bot will automatically start working in all channels.
Imagine – the bots in Viber or WhatsApp, at the same time. If you need to change the business process – you should change bots once in one scenario and the system changes them in all channels at the same time. Now you can proudly say that you have corporate messengers for working with customers and you can fully control the quality of service.
They already use Nova.Chats:
Communicate with customers on WhatsApp, SMS, Telegram, Viber, Facebook, Vkontakte
Support for up to 100 operators and administrator account
Agent states: offline and online with the appropriate automatic response to the client
«Make call» feature in the contact center
Transfer photos, videos and location
Transfer chats between operators
API for integration with your system
Live broadcast of all chats
Assign employees to chat
A mobile application for monitoring and control
Automatic personal response to the client. Example: “Good night, Helen! Thank you again for contacting us. Now after hours so we will reply to you in the morning”
Quick Templates. Example: / e — to quickly send information about your client address
Scripts and chat bots. Example: Send # 1 to find a balance, # 2 to connect to the operator …
Statistics and chats exports, bulk download all chats, etc
Integrate messenger for the local network via the API (Jabber, Lync, etc)
Advantages for Customer:
It takes less time. No need to wait on the line, an asynchronous communication mode
Confidential (nobody hears what you type)
Chat is free, especially in roaming
Multimedia. The ability to send and receive picture, video, location: it helps to solve the problem
The context remains in the messengers. Ability to continue the correspondence after a while
Advantages for Company:
One agent can server up to 7 concurrent chats
Ability to continue the communications after time (you can continue with customers new dialogs)
Reduced peak load of contacts, since chat does not require an instant response (which is allowed in a few minutes delay)
This means a significant reduction in the cost of customer service compared with traditional call centers
Use cases of using messengers in busines:
Orders and delivery through messengers
Appropriate to beauty salons and online stores, garages, taxi services, health clinics, fitness centers and so on.
Customer Support through messengers
Effective for Internet service providers, telecommunications services providers, shipping, tourism and insurance.
Feedback and customer surveys through messengers
Actively used in retail, services and service delivery, cafes, restaurants, transport and state services.
Providing advice through messengers
Help of the consultant when choosing a product or service, assistance to tourists, providing legal and insurance support in the financial sector.