Jivo (formerly JivoSite)

Main article: Instant Messenger (IM)

Jivo (formerly JivoSite) is an omnichannel business messenger that combines a set of solutions for communication with customers in one application.

2021: The ability to create chat bots on SmartMarket

Jivo users can now create chat bots on SmartMarket, a single access point to all Sber technology platforms. This was reported on December 16, 2021 in Sberbank.

Tools that do not require programming skills will quickly create and integrate a chatbot into the company's website, which will be able to answer customer questions and save operator resources. Chat bots provide automatic scaling with an increase in cases - therefore, the bot will work even with a multiple increase in the number of requests. For the convenience of customers, the developer's office on the SmartMarket and profile in Jivo were integrated.

You can use a ready-made template to create a Jivo chatbot on the SmartMarket. With the help of a special visual designer from ready-made blocks, you can create scripts for bot answers, and ask an individual sequence of questions and answers. You can embed chat bots not only on the site, but also in instant messengers and social networks - for example, the bot will be able to respond to reactions to stories in the Instagram business account. Working with templates is intuitive and does not require development skills, and only a number of advanced functions - for example, integrating a bot with CRM or a database - may require writing code.

"SmartMarket opens access to a variety of technological tools from Sber, and the designer of chat bots from Jivo is one of these tools. With its help, it will be easier for companies to save customers and develop business. According to our estimates, a high-quality bot closes up to 40% of user calls. We will continue to expand SmartMarket opportunities for business, and at the beginning of next year we will present several major innovations, "said Ivan Smirnov, head of the SmartMarket in SberDevices, a member of the board of directors of Jivo.

2020

Monitor employee performance and track performance

The Jivo business messenger has features that will help control the work of employees, set tasks and monitor the quality of their implementation. This was announced on August 27, 2020 by Jivo.

The "Tasks" section appeared - according to the developers, it was introduced so that managers would not forget to contact customers and continue communication. It stores all tasks with a filter by date and degree of importance.

How does it work

The operator can set himself a task in a chat with the client, as well as set the reminder time and specify a priority. At the appointed time, he will receive a notice and contact the buyer to clarify the details and close the deal.

The manager has access to the tasks of employees: you can set them, monitor their implementation, and also properly allocate resources.

Quality Control

Monitoring and evaluation of employees is the responsibility of the manager. Jivo will help control the actions of operators. The administrator has the opportunity to review the correspondence and evaluate the work of the manager. And if something goes wrong, he can independently answer the client or write a comment to the operator and tell how quickly to solve the question. The feature is available only to users of the professional version of Jivo.

"Many companies have a problem: all response channels have been introduced, the manager understands the importance of accessible communication, but no one answers or answers the messages of customers," said Timur Valishev, CEO and co-founder of Jivo. "It is not enough to give a number for communication: you need to make sure that through these channels people will not just communicate, but solve their problems and do it quickly."

Integration with WhatsApp

On August 10, 2020, it became known that the Jivo business messenger announced its integration with the WhatsApp messenger.

Jivo is a messenger for the entire team, which stores a history of communicating with customers and a business phone with recording and decoding conversations.

WhatsApp use for August 2020 about two billion people - this is a popular messenger in the world. Now through Jivo you can connect a business account in WhatsApp and sell goods and services even faster and more convenient.

Unlike a regular application, WhatsApp in Jivo will allow all employees to work through a single telephone number, quickly resolve customer issues and take full advantage of Jivo.

The client clicks the button on the site or writes a message to the WhatsApp on the phone number that the company indicated on the site or on social networks. All messages will appear in the Jivo application, and operators can immediately work with them.

Managers or owners of the company will be able to view statistics for each operator. Employees will be able to use message templates and synchronize tasks with the organization's CRM.

If the operator needs to clarify the details of the order, send documents or show photos of the goods, then he can independently write to the client in WhatsApp from the Jivo application.

People's preferences are changing, "says Timur Valishev, CEO and co-founder of Jivo. - Over the past five years, people have realized that you can communicate with the company about the same as with your friends, simply writing to her from any convenient messenger. Due to the pandemic, online has become even more densely populated. Further, competition will only increase - accordingly, customer intelligibility will also grow. People will need to be surprised by the quality of service, try to keep them. Companies will come to provide as friendly a service as possible.

Connection is through Mfms and Twilio partners. Customers can choose the most appropriate payment model depending on the tasks. You can pay for each message sent (Twilio) or for a package of individual chats (Mfms).

Transformation into an omnichannel business messenger for customer communications

JivoSite, an online chat for communicating with customers, is transformed into an omnichannel business messenger that combines a set of solutions for communicating with customers in one application. Along with this, the company changes its name to Jivo. This became known on June 23, 2020.

Jivo will allow business to communicate with the client not only through chat on the site, but also in instant messengers, social networks, e-mail and by phone. With the application, you can organize operators and make them more productive using built-in automation, CRM capabilities, and employee performance tracking tools. Jivo also has its own internal corporate messenger for teamwork. Basic feature set - free, PRO version will be available by subscription.

The updated service includes:

• tools for organizing the work of operators and assessing the effectiveness of communications (single tape of messages and calls, quick answers, built-in translator, correction of errors in the text, operator work schedule, statistics on calls and messages, call decryption);
• Tools for managing the client base (reminders, statuses, tags, comments, responsible operators)
• automation tools (chat bots).

Supported integration with social networks Vkontakte(,), Facebook instant messengers (Avito,,,,, etc.), Telegram Viber WhatsApp Apple Business Chat as well as CRM and CMS (Wix,,,,, Shopify,, WordPress Joomla! Drupal Magento InSales, Ecwid etc.).

The Jivo service is focused on small and medium-sized businesses that need a simple and fast solution. Jivo can be implemented in a short time, without additional resources for development and consultants. For a large business that already uses CRM, the Jivo application will also be useful: it can be integrated with any internal API systems, allowing you to organize multi-channel communication with customers - on the site, in social networks and instant messengers.

JivoSite is becoming an omnichannel business mesenger, and we expect that the expansion of service capabilities and additional Jivo tools will reduce operator time for feedback and improve the quality of responses, as well as allow companies to improve their purchasing experience, "adds Timur Valishev, CEO and co-founder of Jivo.

2019: Integration with end-to-end analytics service

On March 6, 2019, Mango Telecom, the Russian operator of cloud communications for business, announced the expansion of the functionality of its end-to-end analytics service. The platform received direct integration with JivoSite chats, updated lead labeling, as well as advanced web analytics. More details here.

2018

JivoSite is an online consultant for the website. With it, you can help a potential customer in real time to determine the right choice of products or services on the site.

As of July 2018, one of the main advantages is the ability to see where the client comes from. That is, you can see from which search engine the visitor came, at what request he found you. It is also possible to determine the location and IP address of the visitor.