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.

2023: GigaChat Integration

The Jivo omnichannel business messenger received two modules based on the GigaChat neural network model from Sberbank. The solutions allow the business to automate up to 85% of communication with customers in text channels, which significantly reduces the burden on support and sales departments. Sberbank announced this on June 27, 2024.

The first module, the AI bot, is a digital employee who can independently communicate with customers on the site, in instant messengers, social networks and other channels. The bot has a simple and understandable interface, which makes its configuration fast and convenient. The quality of AI bot responses is as close as possible to the level of live operators.

The second module, the AI assistant, offers a new approach to managing text communications. This tool with artificial intelligence is capable of generating answers in autopilot mode, which the manager must only check and send to the client. More than 60% of responses processed by the AI assistant do not require fixes and can be sent to the client immediately. Through integration with the GigaChat API, the AI Assistant takes into account the context of the dialogue and the previously downloaded data about the company, which allows employees to effectively conduct several chats at the same time without losing quality of service.

{{quote 'author = said Denis Filippov, CEO of SberDevices. | The integration of the GigaChat neural network model with the Jivo platform makes it possible to create full-fledged digital assistants that can be connected in just 15-20 minutes. And the developed functionality will be relevant for any business where there is customer support or sales department. With GigaChat, you can significantly increase your customer satisfaction index and get the most information from your customer when you process your request,}}

{{quote 'author = noted Oleg Gumerov, CEO of Jivo. | Before releasing new features, we always test them ourselves, in the Jivo support service. The AI bot and AI assistant showed impressive results: during the same time, without losing the quality of communications, we automated the process of processing requests to 85%, accelerated the time of the first response by 32%, and the level of customer satisfaction increased by 17%. With all responsibility, I can declare that the introduction of artificial intelligence is the fastest, most effective and affordable way to bring client service to a new, better level,}}

With the AI assistant and AI bot, companies can analyze communication with customers and use this data to develop a business. The system shows a summary of each dialogue, evaluates the mood of chats, identifies problematic dialogues, monitors frequently repeated questions - such information allows you to analyze needs in depth and optimize the client's path.

2021: The ability to create chatbots on SmartMarket

Users Jivo can now create chat boats on SmartMarket a single access point to all technology platforms. This was announced Sberbank on December 16, 2021 by Sberbank.

Tools that do not require programming skills will quickly create and build a chatbot on the company's website that can answer customer questions and save operators' resources. Chat bots provide automatic scaling when calls grow - so the bot will work even with a multiple increase in the number of requests. For the convenience of customers, the developer's SmartMarket office and Jivo profile have been integrated.

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

"SmartMarket provides access to a variety of technological tools from Sberbank, and the chatbot designer from Jivo is one of these tools. With its help, it will be easier for companies to retain customers and develop their business. According to our estimates, a high-quality bot closes up to 40% of user requests. We will continue to expand the capabilities of SmartMarket for business, and at the beginning of next year we will present several major new products, "said Ivan Smirnov, head of SmartMarket at SberDevices, member of the board of directors of Jivo.

2020

Employee Monitoring and Task Quality Monitoring

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

The "Tasks" section has appeared - according to the developers, it was implemented so that managers do not forget to contact customers and continue communication. All tasks with a filter by date and degree of importance are stored there.

How does it work

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

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

Work Quality Control

Monitoring and evaluation of the work of employees is the responsibility of the manager. Jivo will help control the actions of operators. The administrator has the opportunity to view 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 suggest how to quickly resolve the issue. The feature is only available to users of the professional version of Jivo.

"Many companies have a problem: all response channels have been implemented, the head understands the importance of accessible communication, but no one answers or responds to customer messages," 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 business messenger Jivo announced integration a messenger. WhatsApp

Jivo is a messenger for the entire team that stores the history of communication with customers and a business phone with recording and transcribing conversations.

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

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

The customer presses a button on the site or writes a WhatsApp message on the phone number the company listed on the site or on social media. All messages will appear in the Jivo application, and operators can work with them right away.

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 CRM with the organization.

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 in much the same way as with your friends, simply by writing to it from any convenient messenger. Due to the pandemic, online has become even more densely populated. Further, competition will only intensify - accordingly, the intelligibility of customers 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.

The connection is carried out through partners Mfms and Twilio. Customers can choose the most appropriate payment model based on their tasks. You can pay for each message sent (Twilio) or for a packet of individual chats (Mfms).

Transformation into omnichannel business messenger for communication with customers

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

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

The updated service includes:

• tools for organizing the work of operators and assessing the effectiveness of communications (a single tape of messages and calls, quick answers, a built-in translator, correcting errors in the text, the operating schedule of operators, statistics on calls and messages, decryption of calls);
• Tools for managing the customer base (reminders, statuses, tags, comments, responsible operators)
• automation tools (chatbots).

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

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

JivoSite is becoming an omnichannel business messenger, and we expect that expanding the capabilities of the service and additional Jivo tools will reduce operator feedback time 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, a 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 markings, as well as advanced web analytics. Read more here.

2018

JivoSite is an online consultant for the website. With its help, you can help a potential client in real time to determine the correct 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, on what request he found you. It is also possible to determine the location and IP address of the visitor.