Detailed Implementation Guide
In this article, we’ll get into greater detail than the Setup Checklist for those of you looking for more advice and best practices, primarily targeted at enterprise implementations.
Who: Project owner, business owner
What: While it’s true you could roll out Grata in a matter of minutes, large organizations should expect weeks, if not months to work through the internal processes to go live. Here’s a typical list of tasks you may need to cover in your project planning:
- Project scoping: Define your Grata implementation. Which channels will you connect? If you will use WeChat Work with Grata, have you already registered an account and started adding your team? Do you need to consider custom integrations for CRM or content? What are our service hours? How many service agents do we need to achieve our KPI? Who are the people in charge of each aspect of the project?
- Contract negotiation: Grata can provide a quotation based on the scope of your implementation and any other requirements that may affect the cost (eg. dedicated servers or specific insurance requirements). Does your IT department need to conduct a security questionnaire or audit before the contract can be signed off? Does Grata need to be added to an internal vendor management system?
- Implementation work: Once the contract is signed, Grata can schedule any required custom implementation work. Your organization or your other suppliers may need to schedule appropriate resources depending on the implementation.
- User Acceptance Testing: once any custom implementation work is complete, you will need to schedule appropriate resources for review of your Grata implementation. Web chat in particular, as it will be live on your website, will require a thorough review from technical and business teams.
- Training: Grata can provide online training via video conference to both the service team and management team in English and Chinese. Agent training is generally about ninety minutes of instruction and allow one hour for management training.
- Soft launch: Consider scheduling the launch of Grata at a quiet time to give your service team a bit of time to adjust to the live conditions before you throw the first marketing campaign at them.
We’re happy to be involved from as early in the process as you need to answer any questions you have. You can add Andrew, Grata’s founder, as a WeChat contact to get started:
Who: IT Manager
What: Grata is a cloud-hosted software-as-a-service solution so there is no software installed and few on-site technical requirements. The IT Manager for your company should review the Setup Checklist and confirm that
- all workstations using Grata have the latest version of Google Chrome, Firefox, or Edge browser installed,
- any relevant firewall or network configuration issues have been considered, and
- employees have access to appropriate hardware for audio in/out.
Confirm the location of where your account should be hosted. By default your account will be hosted on a Grata server within the People’s Republic of China. China Cybersecurity Law requires companies operating in China to store data domestically. If you would like a dedicated instance (additional fees apply) or prefer to use a server hosted outside of China, please contact Grata before proceeding with any further setup.
Who: Marketing Manager, Business Owner
What: You will need the admin or owners of the various channels you connect to Grata to link these accounts to your Grata account. Account owners should be made aware of any channel settings relevant to Grata so as not to change any settings that could affect the normal operation of Grata.
For WeChat Official Accounts, you should confirm that your account is verified and qualifies for customer service features. If you have an international WeChat official account, you should confirm in your WeChat backend that you qualify by reviewing instructions on our Linking WeChat to Grata help page.
For WeChat Mini-Programs you will need the assistance of your Mini-Program developer to add a chat button to your MP and optionally to share user profile and other contextual data to Grata.
For Web Chat you may need to work with your website developers for the installation of the Grata script. Your developers should perform QA and UAT review to make sure Grata does not interfere with any elements of your website. If you are considering any advanced logic or business behaviors, you will also need support from your developers.
Who: Marketing/PR/Contact Center Manager
What: Add and review all stored content on the Grata backend.
The Auto-Greetings page on the Grata backend allows you to edit automated greetings for each channel you connect to Grata. For WeChat Official Accounts you can store up to five multilingual new-follower greetings for users when they first follow your account, including text, images, link cards, and Mini-Program cards. You likely already have an existing new follower greetings setup on the WeChat backend or on another third-party platform. Make sure that your new follower greetings do not conflict.
Make sure to review your new follower greeting as it applies to your customer service. When are agents online? What kinds of things can I get help with? How quickly should I expect a response? Take this chance to introduce your offerings and manage expectations.
The next two stored greetings are your online and offline greetings. When a user sends a message that starts a new chat in Grata during your business hours, Grata will immediately greet that user with your online greeting. This could be something simple like: “Hi $username, thanks for getting in touch! We’re online and should be with you shortly.” When a customer messages outside of your business hours, Grata will send the offline greeting to a customer. This is a good place to explain your normal hours of customer service and any additional channel they could contact you at if it is an emergency.
Large organizations may also want to set a busy greeting that will automatically override your online message when your team experiences high service volume. Use this message to manage your customers’ expectations that they will likely have to wait longer than normal to chat with an agent. Once you’ve edited your busy greeting, go to the Grata Settings page to set the threshold number of waiting customers that tells Grata when to send your busy greeting. More info
Your service team will benefit from having access to brand-standard, multilingual stored FAQ replies. Replies can be added in English, Simplified Chinese, and Traditional Chinese. They can have names and be grouped into categories so the team can easily navigate the content during a chat:
We recommend keeping replies to a maximum 2-3 sentences to match the natural conversation flow of messaging apps. Long messages are better when broken up into multiple replies. You can personalize the text by using the shortcodes “$username” and “$agentname” to insert the customer or employee name into the reply. More info
You can package any existing online or Mini-Program content into multilingual Cards which agents can use as an attractive way to share links. You can add a card for each web page relevant to your service conversations, organizing cards into different folders.
You can add and edit cards using our editor on the Grata backend, or if you have a high volume of content you can contact Grata for help with bulk upload or integration. Grata can also help with an integration to your backend product catalog (eg. Magento) so agents can directly search from your existing backend. Cards are supported in Chinese WeChat Official Accounts and Mini-Programs, Grata web chat, and Facebook. More info
Tags: Your team can add tags to help segment your customers during chats. Your organization can add managed multilingual tags from the Grata backend that are suggested while agents type, or agents can create new personal tags. Tags are reported in the active user reports by user, and by frequency of use in the Tags report, both of which can be downloaded from the Grata backend. Agents can also search by tag name in the console.
Enterprise customers can track up to nine different Chat Types. A hotel, for example, might track Housekeeping, F&B, Room booking, Rewards program, etc., while retail will track After-sales service, Product Return, e-Commerce, Boutique inquiry, etc. At the close of each chat, agents will select from the list of chat types so you can track what type of inquiries you’re receiving from your customers. Make sure to allow for an “other” type.
Who: Service team manager
What: Add a Grata admin account for your service team manager from the Grata backend “Users” page. She can then login to the Grata backend and add her team members as regular agent users. When you add users you must select their role, either admin or agent. Admin users have access to the Grata backend management tools, agent users do not. More info
You can use the Agent IDs feature to customize agent names and profile pictures for WeChat Official Accounts and Grata web chat. WeChat allows you to create up to 100 different identities (name and avatars) for your customer service agents. IDs can be personalized for each agent or identities can be shared, for example, identifying all sales associates by the name of their boutique location, or by a department name. For web chat you can add an additional second line below the agent name to identify the agent’s team or location. You can create identities on the Agent IDs page and then assign identities to agents on the My Team < Users page. This is an optional feature. More info
If you are new to deploying live chat service on WeChat or web chat, we recommend starting with one team and then expanding to other departments at your organization as needed. For retail we recommend starting with central customer care before expanding to stores. For hotels, we recommend starting with the Hotel operators/service center team first and then as you learn how your guests use your messaging channels, start to plug-in other teams like the reservations, concierge, executive lounge, and F&B booking.
Once your initial service team has their Grata accounts, they can start getting familiar with Grata. We recommend new agents start with help center content First Time Logging into Grata and then proceed to Managing Chats in the Grata console. Incorporate your own service standards and goals into the Grata training:
- What are our hours of operation?
- What is our goal response time? How do we consistently achieve that?
- What kind of inquiries can we support?
- How do we handle inquiries we are not currently able to support?
- What is our process for continually improving our quality of service?
Who: Service team
What: All service team members should confirm their Grata setup. A good checklist for each team member:
- Bookmark the Grata login page in your browser
- Confirm you can login to your Grata account
- Test new user and new message browser and audio notifications
- Confirm audio setup to listen to customer voice messages and (optional) to send a voice message to a customer
- Review account security best practices regarding strong, unique passwords and daily login/logout
What: Budget time before going live to help drill scenarios with the service team. Test response time and quality of service. Give feedback to the service team, review stored content, and make any adjustments as needed.
Who: Marketing department
What: If live chat is a new initiative at your organization, don’t expect a flood of customers right away. For WeChat in particular, the status quo expectation is often a slow response or no response when messaging an Official Account. Assuming you are investing in live chat as a competitive advantage, to raise brand reputation, and win more durable customer loyalty, you should consider making the launch of live chat a marketing event. Now is the time to tell them of your new service upgrade, how and when to use the service, and how fast they can expect a response from you. Update your online and offline marketing materials to include QR codes or other channel contact information. Promote it as a positive branding message: you care about delivering a quality service experience for your customers: “Never wait on hold again. Message us for instant access to on-demand customer care.”
A few suggestions on where to share your channel details and promotion message:
- Business cards
- Email signatures
- Blog post or press release
- New-follower greeting message
- WeChat menu button for “Live Chat” or “Help”
- Hotels: room key jacket, concierge taxi-cards, in-room placards, wifi login screen, booking confirmation and pre-arrival emails
If you need assistance preparing trackable QR codes for WeChat or Facebook, please contact Grata for assistance.
Who: Management, service team leaders
What: Once you’ve launched, you will want to follow reporting data to see how your service team is doing. You can download a number of different reports from the Grata backend over a custom date-ranges, or subscribe to weekly and monthly reports by email. We recommend treating your average customer wait-time as the key performance indicator. Enterprise customers who are using Grata’s customer surveys can also monitor issue resolution, customer satisfaction scoring and unstructured customer feedback by downloading or subscribing to the Feedback report. For more information check out our Reporting help page.
Who:Management, service team leaders
What: Your content eventually grows stale and needs updating. Schedule regular reviews of all stored content to make sure your team is giving the best answers to frequently-asked questions.
For security, make sure to regularly review your Grata users and confirm you are disabling users who have left your company from the Grata Team page. Schedule reminders to get all Grata users to regularly change their passwords.