Also in the chat, it is possible to evaluate the quality of service

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"I can say that in the era of digitalization, many clients began to give preference to written channels. Every year, the number of requests in written channels increases by 1.5-2 times"

Ramiliya Mazitova, Head of the Contact Center "Smile of the Rainbow"

Chat in the mobile application

Using a ready-made module, a kuwait mobile database chat was implemented and configured in the mobile application Smiles of the Rainbow. In it, operators quickly respond to any customer requests. Most often, users ask questions about the loyalty card, current promotions and information on delivery and order status.







Operator's workplace

All requests from various channels come to a single LiveTex application - the operator's workplace (OWP).

RMO allows managers not to get confused in various messenger interfaces and not to miss requests. To increase the speed and quality of responses, operators have access to tools such as message templates, spell check, timer and push notifications, hot keys, etc.

The company also highlights the convenience of being able to independently configure quick messages.
In addition, to increase the speed of response, Smile of the Rainbow uses request routing settings - an algorithm for distributing requests to groups of operators in each channel, as well as setting channel priorities.