Pointertop Inc. is proud to announce the release of the WebToq OmniChannel upgrade to its WebToq fully interactive platform.
This release was developed to give our WebToq users more communications flexibility and several tools to both increase productivity and improve their interaction with each other. Each upgrade gets us closer to a true virtual one-on-one in store sales process or an office consultation presentation.
The objective of this launch is to provide more ways for the agent to effectively communicate with the client over different social media or communication platforms.
With this upgrade, we are adding multi-channel communications thereby unifying incoming Web, Facebook and Whatsapp messages into one platform to make web-based communications more convenient and powerful for businesses.
Benefits of this launch:
– Integration of more media for convenient and powerful interaction.
– Offer a higher level of personalization.
– Help customers and provide real time responses.
– Better manage your interactions.
Why is WebToq making these improvements?
Many clients will enter a website and begin conversations through chats. Large sections of the client base will come in through Facebook or Whatsapp or other social media communications platforms and if your website is not interfaced with these platforms, it will be next to impossible to effectively interact with that client.
It is necessary to be able to push forms, have multiple simultaneous content distribution, multiple sessions, easy back buttons, and image sharing ability at the beginning of any conversation started on any social media or web platform.
What’s new with message input?
Interface for pending messages:
There is new management of messages coming from the “Contact Us” section and emails. The interface will sort messages according to age, will have the capability to assign messages to specific agents and to push a message to an agent when assigning a message. Since these messages are less urgent than a message that may arrive in the site chat, they are managed separately so as not to distract the agent.
Answer your social network messages by SMS or email:
Not only can you answer messages from those same media through SMS and email but also messages that can reach you through LinkedIn or Yelp. It is much more efficient than having to enter each of your social media accounts separately.
What’s new with shared content?
Multiple content at the same time:
The platform now has the capability to have longer conversations with different types of content. The chatbot subsystem now allows setting the chatbot’s decision tree nodes as content plus a question instead of just a question so that the chatbot will send two pieces of content, one after the other.
Sharing all types of graphics:
A new button has been added to push multimedia content, the whiteboard, shopping cart and even specific items as a shared document to the client’s same whiteboard or to their mail, depending on how they want it.
What’s new with conversations?
Email to the customer at the end of the conversation:
The questions and answers that were discussed during the conversation session will be sent to the customer’s email when the customer terminates the conversation. This is exclusive to the customer. Questions and answers will not be sent to the agent.
Pre-conversation questionnaire:
There will be the capability of requesting to fill out a customized form with the desired fields before starting the conversation. The conversation will not start until it is completed and submitted.
What’s new with calls?
Call Logging for incoming calls:
When an agent receives a call, this agent can then send content and a link through text messaging to the client. The client will then have access to the content as well as be able to connect to the WebToq platform.
WebToq is now omnichannel! Web chat, SMS, email, social media, CRM, and calls all integrated in one powerful live agent platform!
This has been a short summary of some of the main enhancements to the WebToq platform through the WebToq OmniChannel release. These are powerful web sales tools that will put “the force” back into your sales force.
You can contact us via chat or send us an email to info@webtoq.com and we will find the most convenient way to explain it to you.
