OkoCRM

Main article: CRM (Customer Relationship Management System)

OkoCRM is a comprehensive business automation system that helps structure sales processes in the company, simplify communication with customers, and manage projects in a single office.

2024

Integration with Whatcrm

The OkoCRM team has connected the Whatcrm widget to the system for integration with instant messengers as part of the creation of a single omnichannel communication solution that combines voice and text communications within CRM. LifeTelecom (Telfin) announced this on December 17, 2024.

Previously, OkoCRM has already been integrated with the virtual PBX "Telfin. Office." The introduction of the Whatcrm service was a natural step in the development of an integrated solution. OkoCRM users can now expand customer communication channels and save on digital infrastructure support.

Most users build an omnichannel communication platform with customers on the basis of OkoCRM. Integration with Telfin solutions allows entrepreneurs to connect the most popular channels and combine in the OkoCRM interface messengers WhatsApp and, Telegram as well as phone calls. According to to data our users, this increases the speed of processing incoming requests by 32% and increases the total number of successful communications with customers by 19%, "said Alexander Zavyalov the founder of OkoCRM.

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Telfin

Thanks to the integration of OkoCRM and Telfin services, users combine all key channels of communication with customers in one transaction card. Dialogues with leads in WhatsApp and Telegram, like calls, are made directly from the client's card to OkoCRM. All correspondence, events and recordings of conversations are also stored there. Employees can conduct an unlimited number of customer conversations directly in CRM. This allows you to increase the transparency of communication and establish control over the quality of customer service.

WhatsApp and Telegram have about 85 million Russians. This means that after connecting WhatCRM, you can contact each of them directly from OkoCRM. Integration with chats and communication within one OkoCRM window allow you not to lose a single appeal and communicate with customers where they are comfortable, "said Konstantin Surnin, WhatCRM Development Manager.

The main quality of the created omnichannel solution is a significant reduction in the time for processing applications - by 32% in manual mode and by 89% in automatic mode - using OkoCRM chat bots. In addition, Whatcrm allows you to reduce the cost of maintaining the messenger infrastructure, because the cost of integration is three times lower than the average price on the market, - said Yegor Ionov, head of OkoCRM development.

Integration with WhatCRM allows you to combine messengers with OkoCRM in 10-15 minutes, the service is available in the OkoStore marketplace for all authorized OkoCRM users and on the platform website for integration with Whatcrm messengers. The solution is especially relevant for companies in the B2B and B2C segments in the fields of education, production, marketing, service provision, etc.

Knowledge Base Module

On September 12, 2024, OkoCRM announced the release of the Knowledge Base module.

According to the company, OkoCRM is a system for automating sales, working with customers and managing a team. In September 2024, the developers added a service to work with internal documents - the Knowledge Base. It helps HR departments and companies without HR to streamline the process of adapting employees, involve them in internal processes without leaving the CRM system.

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OkoCRM

We found out that about half of OkoCRM users face the problem of onboarding interns and new employees. When a recruit appears in the company, someone must introduce him to the course of affairs: familiarize him with the structure, processes, specifics of work. The resource of curators and senior employees is spent on this, which is often simply not there. An internal "Knowledge Base" will help solve this problem. told Alexander Zavyalov, founder of OkoCRM

"Knowledge Base" is a service where companies create and store internal instructions, regulations and manuals. In fact, this is a text-block editor in which you can format and layout documents as you like, group them into sections and give them access by link. If necessary, if something changes in the processes, the knowledge base can be updated. Inside the Knowledge Base, companies can accumulate internal materials and instructions to share knowledge with new employees, spend less time and resources on onboarding, include newcomers in processes faster, and grow faster.

According to the results of beta testing of the module in the focus group of users, the implementation of a structured knowledge base for sales trainees directly in the CRM system optimizes the onboarding period for new sellers by 70%. And the participation of senior managers in the internship is reduced several times. shared Ilya Krivenko, OkoCRM Technical Support Manager

The developers plan to continue to develop the module, automating the work with the Knowledge Base documents and linking them with other OkoCRM modules for sales and project management.

In the near future, we will connect the "Knowledge Base" with the "Projects" task tracker in order to create documents directly in tasks. Very soon, users will be able to automate the process, for example, so that when the task is automatically set according to a template, the task already contains the document from the Knowledge Base that the employee needs. told Yegor Ionov, OkoCRM Development Manager

The Knowledge Base service is especially relevant for fast-growing teams and companies with a large turnover of personnel and the constant need to train new employees. The module is available in any OkoCRM subscription without additional payment and restrictions.

No-code release of chatbot constructor

OkoCRM on August 20, 2024 announced the release of a no-code chatbot designer, which, according to developers, reduces human participation in dialogues by 68%. The tool will allow entrepreneurs and managers to develop their own customer communication scenarios. The robot is configured without the involvement of a programmer and external services - in a visual editor right in the CRM system.

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OkoCRM

We conducted an internal survey and found that as of August 2024, 78% of OkoCRM users need flexible configuration of communication scenarios with customers in chats, instant messengers and on the site. At the same time, it is important that the scenarios are integrated into the sales system. It is not enough for entrepreneurs to develop their own scenario for communicating with customers. In 2024, it is important to customize the bot, make it trigger - so that the actions of the robot depend on the behavior of the client. Our Robots module helps solve this problem. told Alexander Zavyalov, founder of OkoCRM

According to the company, a robot in OkoCRM is a chatbot that can be programmed to perform certain actions, for example, incoming and outgoing communications with customers in chats - on the site, in instant messengers or social networks. The robot can be taught to answer questions to customers, collect information, take orders directly in the chat, set tasks and much more. And if the participation of the algorithm is not enough, the robot can call for help from the operator.

It is important that the actions of the bot can be made dependent on the behavior of the client. For example, it can check for certain words and their synonyms in messages, depending on which the bot's response will differ. At the same time, the robot connects to various communication channels integrated into OkoCRM:

• WhatsApp;
• Telegram;
• Vkontakte;
• Avito;
• EyeChat on the site;
• team chat within the system;
• other messengers and social networks.

One of the main features is the ease of configuring the robot in the graphics designer.

We have developed our module for users with no programming experience. The whole setting takes place in a visual editor, where entrepreneurs can independently build a step-by-step dialogue script without involving programmers. told Yegor Ionov, OkoCRM Development Manager

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OkoCRM

According to the results of beta testing of the module, robots in OkoCRM reduce the need for manager participation in the technical support department by 83%. Users receive similar numbers when introducing robots in the sales department - human participation in dialogues is reduced by 68%, and the average response rate is reduced from 2 minutes to 1 seconds. shared Ilya Krivenko, OkoCRM Technical Support Manager

The solution is relevant for companies in the B2C segment with a large number of chats with customers. The designer is available in any OkoCRM subscription without additional payment and restrictions on the number of bots created.

Integration with Virtual PBX "Telfin. Office "

Telfin.Office virtual PBX is integrated with OkoCRM, a service for automating sales and managing the client base. According to user estimates, integration allows customers to reduce case processing time by an average of 46% and increase sales by 31%. LifeTelecom (Telfin) announced this on February 28, 2024. Read more here.