Webim Service of online consultation

Webim is multifunction service of online consultation of clients through a chat, it can be downloaded on the website in the form of a script, the module, to integrate century mobile application. Also it can be installed in the gadget on the platform iOS, Android or in desktop computer on the platform Windows Mac OS, to GNU/Linux Ubuntu in the form of the application for the operator.

2019

Availability of Business Chat Apple

The Vebim.Py company announced on October 16, 2019 that to clients of Webim it is available to Business Chat Apple — the channel to sales, service and technical support.

Now clients can address to the company with iPhone, iPad, Mac and Apple Watch. At the same time it is not necessary to install applications — it is possible to begin communication in Business Chat, having clicked Messages icon on the website or in the application. Also clients will be able easily to find the company which connected Business Chat Apple, searching on the device or in Maps Apple.

Among available opportunities there is Business Chat Apple:

• Messages – an opportunity to respond to the requests, to organize technical support.
• The built-in authentication will help to build the personalized communication.
• Files – an opportunity to transfer pictures and video which will help to solve a request quicker.
• Sales – Business Chat Apple supports purchases using the Apple Pay. Clients will be able to make purchases directly in a chat.

• Time Picker – clients can select time suitable them which will automatically be added to the calendar.
• Lists – suggest clients to select the options suitable them from the list.

Messages from Business Chat Apple and other channels are displayed in Webim attendant workstation. Operators do not need to be distracted by different programs because all communication is conducted in one interface.

An opportunity for clients to create a button bot in a personal account

On July 15, 2019 the Vebim.Py company announced what clients of Webim can create a button bot directly in the personal account now.

The bot is built in a chat on the website or in mobile application, social networks and messengers. It looks as the button with options of actions. "Communication" happens through clicking of buttons, and the bot reacts to them, as to commands. In reply the bot can or show the set answer, or transfer dialog to the operator.

Button bot of Webim

In general, according to representatives Vebim.Py, a bot can:

• answer questions 24/7;
• answer instantly, save time of clients and increase their loyalty;
• save resources — about 90% of standard requests are capable to process, so, there is an opportunity to unload operators of the first line;
• collect information on preferences of clients;
• transfer addresses to the necessary group of operators.

2018

The updated chat widget

On November 22, 2018 Vebim.Py company about a release of the next version of service of online consultation Webim.

According to the company, users are waited by the following changes:

• Design:
  • the Updated chat widget.
  • the Updated chat buttons on the website.

• Interaction with visitors:
  • Editing messages in a chat both from the visitor, and from the operator. Well in a chat on the website and in a chat mobile application.
  • Status of a prochitannost of messages (tick).
  • work Changes offline messages.
  • Change of the principle of information storage about visitors of the website.
  • Hyperlinks in messages from the operator.
  • an Opportunity to delete messages with the attached files.

• Available channels:
  • Yandex. Dialogs,

• * Skype,
• * E-mail,
• * WhatsApp.
• For the administrator:
  • Prioritizing of a binding of operators to departments.
  • an Opportunity to disconnect assessment of the operator after dialog closing.

Possibilities of Webim

As of January, 2018 Webim can be integrated with CRM- and HelpDesk-systems, management systems for queues.

Using service it is possible to communicate with clients and to analyze results.

Opportunities (for June, 2018)

• Order form of a call back
• Feedback form
• Call from the website
• The generator of leads — collecting of a contact information of clients
• Is suitable for the website with any CMS — installation by a script or the module
• Applications of operators for Web, Windows, Macos, Linux, iOS, Android
• Integration with popular CRM: AmoCRM, Zoho CRM, Zendesk CRM, UniSender, Bitrix24
• Individual localization, adaptation of design and functionality of any complexity
• Co-browse is observation of the visitor and the help to it in navigation on the website
• Rating of operators (assessment)
• Maintaining statistics
• The protected connection on HTTPS: SSL/TLS
• Convenient location of the operator
• Involvement of the visitor of the website in dialog
• The configured routing of addresses
• Detailed statistics

Integration allows to create contacts in Bitrix24 on the basis of the contact information entered by the visitor into a chat and also to create leads with all history of communication.

2017: Omnichannel contact center

On December 12, 2017 the Webim.Ru company announced integration of Webim into the solution for contact centers of Avaya using Oberon Omnichannel Gateway allows to make contact center omnichannel.

Now operators see all history of communication with the client and can how to respond to the messages arriving from any channels and to answer his calls in one window.

The feature of the solution is in what, in addition to consolidation (centralization) of all data from calls and voice channels, it provides:

• upload of a contact information in CRM,
• intellectual routing,
• monitoring of employment of operators,
• the automated load distribution taking into account their activity.

At the same time changes in work of contact center are minimized and remain:

• the uniform centralized contact center;
• usual interface of attendant workstation;
• processes of collecting and analysis of statistics;
• the customized reports, taking into account requirements to forms and parameters.

Integratsiiya Webim with Avaya

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