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 Customers in WeChat
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