Daktela SMS Chat
Daktela SMS Chat enables communication with your customers via SMS messages, brought together into threads. The advantage of the Daktela SMS Chat is its versatility and support of all mobile phones which can send/receive a simple SMS message. Daktela SMS Chat gives your customers the opportunity of developing two-way chats with you, allowing them to contact your technical support by sending a simple SMS message and surprise them with immediate and relevant answer.
Integration with SMS services
For sending and receiving SMS messages within Daktela SMS Chat you can use either Daktela SMS Connect with a dedicated mobile phone number which allows two-way SMS communication or you can use Daktela SIM hosting with your own SIM cards.
SMS chats reporting and statistics
Daktela provides a variety of real time reports about the operation of SMS chats. You can use realtime tools like realtime panel or LCD wallboard, which can be fully customised and easily built from predefined widgets. For regular reporting you can display for example number of SMS chats in various queues, SLA, chats duration per queue or per agent or individual agent’s performance.
Integration with Helpdesk and CRM system
Daktela SMS Chat is integrated into the CRM system and helpdesk. At the beginning of the chat the agent sees the customer’s contact card with complete communication history among all channels and all open and resolved helpdesk tickets. The agent can easily assign the webchat communication to an existing helpdesk ticket or create a new one. SMS chat is automatically assigned to customer’s contact card communication history.