Stored Text
Our Quick Reply interface organizes multilingual FAQ text 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 Mini-Program, 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, Mini-Programs, 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.
Customize your Console
Search and share products directly from your own e-commerce backend. Read and write to customer profiles securely with an iFrame to your own CRM system. Synch chat history to your Salesforce in real time.
Customer Feedback
Measure issue resolution and customer satisfaction while collecting valuable feedback, tracked by individual agent and your overall organization.
Track Conversions
Use Grata’s UTM editor to dynamically generate tracking parameters for every link sent so you can track channel, content, and individual agent’s sales performance.
Dashboard & Reporting
Monitor your team’s performance in real-time on the dashboard. Download and subscribe to dozens of daily, weekly, and monthly detailed reports delivered to your inbox.
Why Businesses use Grata
China-first, WeChat-first Product
Grata is the first choice for multinational companies in China who need multilingual solutions that work on both sides of the Firewall. We've been building on WeChat since before the open platform launched in 2012 and have a history of first-to-market WeChat and WeChat Work features.
Complex Implementations
Grata specializes in large enterprise deployments which can require complex routing, custom QR code campaigns, multiple accounts, multiple teams, CRM integrations, content synching, and multilingual needs.
In-Depth Reporting
Get actionable visibility into your organization's performance with team and individual contact center metrics, customer satisfaction surveys, sales lead sheets, and more. Download reports as needed or subscribe to weekly and monthly reports.
Manage Chats in WeChat Work
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