How Businesses Use Grata

     

    Work smarter, not harder

    Stored Text

    Our recently updated Quick Reply interface organizes multilingual quick replies by subject, helping agents easily add the best response in the customer’s language.

    Cards

    Easily drag-and-drop attractive multi-language cards into chats that link to your FAQ content, products, and services.

    Multi-Channel Console

    Reply with text, audio, images, and cards no matter what channel your user is on. Connect multiple WeChat accounts, Facebook pages, and websites.

    Routing & Transfers

    Distribute incoming conversations to different departments based on the customer’s need. Agents can easily add another agent to the chat or transfer a conversation.

    WeChat Menu Editor

    Grata’s WeChat Menu editor can do things you can’t do on the standard WeChat backend, such as trigger chats, set routing, and display content in the user’s preferred language.

    Customer Satisfaction Scoring

    Measure customer satisfaction and collect valuable feedback on your team’s performance with our feedback form designed for high response-rates.

    Customize your Console

    Share maps and directions from Dianping or Foursquare. View customer profiles securely with an iFrame to your own CRM system. Search and share directly from your own product catalog.

    Dashboard & Reporting

    Monitor your team’s performance in real-time on the dashboard. Download and subscribe to daily, weekly, and monthly reports delivered to your inbox.

    Why Businesses use Grata

    Internal & External Chat

    Next generation customer service isn't just call center agents, it's involves the entire enterprise. Using Grata's Work WeChat apps, you can combine internal and external chat in one product, so your customer service is as responsive as possible.

    Complex Implementations

    Grata specializes in large enterprise deployments which can require complex routing, QR codes, multiple accounts, content integrations, and multilingual needs.

    In-Depth Reporting

    Get actionable visibility into your organization's performance with team and individual contact center metrics, customer satisfaction surveys, location tracking, and more.

    Manage Chats in WeChat Work

    Get notifications in Work WeChat when you have customers waiting to chat.

    Claim users in Work WeChat when you’re not at your desktop.

    Chat like you do in WeChat, with quick customer profiles for context. Send text, images, and voice messages.

    Access your FAQ quick replies from your mobile.

    Tap to add a card to a chat.

    Full-Featured Grata Web Console

    Simultaneously chat with multiple customers from multiple channels.

    Add additional agents to a chat

    Internal one-to-one, group chat, and transfers

    Multilingual stored text replies organized by topic

    Two-way push-to-talk. Replay messages rather than have a customer repeat herself like on a phone call.

    Personalized Service that Scales

    Custom user profiles can synch with your existing CRM system

    Internal notes, tags, and comments help keep track of important details

    Real-time, location-aware context

    Agents can easily drag-and-drop all kinds of media into the chat

    Setup custom iframes, product search, and location search to easily share your brand's content in chat

    How can we help?
    Message us

    WeChat  @grata_co

    Messenger  @grataapp