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 Customers in WeChat

Get push notifications whenever customers message your business.

View a feed of your customers in Work WeChat or WeChat Enterprise Accounts.

Claim chats on your mobile.

Get context from the user’s profile and history.

Access your quick replies on your phone while in chat.

Tap to add a card to a chat.

Search your customer history to re-open previous chats.

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

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Messenger  @grataapp