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Author: Oguzhan Ozben

Tool

Tool

“Tool” in the “Customization” section is the general view setting used by users. Here you can change the overview settings of your support page and chat bot. The changes you make here will be seen by your customers and other opertors. your support page, where you have free personalization, will be shaped according to the settings you make. You can edit your theme color, logo, and more on this screen. You can read the article below for more information??

Tool

Choose your pre-live support page: Your pre live support page is for you to decide which page will appear when you switch to live support (Ex. index or blog)

If you choose the blog title, a page will open in this way.

Customize blog url

Here you can enter the blog url of your customer support page.

Customize blog logo url

Here you can enter the blog logo url of your customer support page.

Pre-live Support Window

Enter Your Tool Name

Here is the name of your platform where you will meet your customers. The name of this platform is also displayed by customers.

Upload Your Tool Logo

Here, you can upload your platform’s logo.

Choose a Color Theme

From here, you can set the color theme of your platform and make adjustments as you wish.

Enter Your Title

The title you will write here is determined as the name of the platform where you will meet with your customers. The name of this platform is also displayed by customers.

Enter Your Description

Here you can enter a short description for your page.

Choose the Parametres you want to recelve from your customers

You can get the information you want from your customers with the parameters you set here. At the same time, you can add ”the text of the user data protection law” to your platform from the button just below these parameters. When this button is activated, a space is created for you to put this text. You can adjust this selection in the desired direction and remove it completely if you want.

You can select a box with parameters to receive feedback from your customers. You can adjust this selection in the desired direction and remove it completely if you want. Before starting the conversation according to the paremeters you have selected, questions will appear in the chat window that opens according to your choice.

İf you turn off the option to receive paremeters, you allow them to connect to you without receiving any information from your customers.

The information you enter here will take shape just like the example shown on the right. This is what your platform will look like to your customers.

Choose the content and color of your live chat start button

Here, you can customize the content and color of your live chat start button.

Enter your footer title

You can create and edit a title for your platform’s service by entering your footer title. You can also view how your customers will see this title when you scroll down in the photo example shown on the right.

Enter footer URL

This section is for the url of your footer header that you created. please enter your existing url address here.

Upload your online icon

The icon you will upload here is an icon that will be used and displayed while online.

Upload your offline icon

The icon you will upload here is an icon that will be used and displayed while offline.

Enter the width and height of your icon

From here, you can make customizations and edits by adjusting the height and width of the icon you have uploaded.

Live Chat Window

Enter your welcome message

The message template you specify here will be a welcome message. Thus, when your customer enters your page and wants to get support, this will be the first message they will see.

Choose your team’s chat bubbles

Here you can set the text and background colors. You can also define and edit these features specifically for your chatbot, customer and team.

Choose your customers chat bubbles color

Here you can set the colors of chat bubbles. Chat bubbles are the area where messages are transmitted during a conversation. You can define and edit these features specifically for your chatbot, client and team.

Select chatbot buttons

Here you can choose the colors of Chatbot buttons.The chatbot button includes the message sending Button and the file sending button.

Redirect your customers to the pre-live chat window after ending the call?

This option is the status of the live support window in front of your customer after you have finished your search. You can turn it on or off.

Upload exit icon

Here is the icon of your chatbot seen by your client.

Notification

Notification balloons background color

Here you can decide the background color of notification balloons. The color you decide is what will appear when the chat notification falls on your screen.

Live chat queue

The message template you specify here will be shown to customers who want live support but are in line.

Live chat queue limit (Customer limit in Pool)

Here you set the limit of the live chat queue. Customers queuing for live support are adding to the pool. That means you set the limit of the customers in the pool, you can edits as you wish.

Operator connected to call

A message template is prepared here to notify the connecting operator while the customer is waiting. The message template you will prepare here will appear on the screen when the operator arrives while the customer is waiting for the operator.

Call end message

Your call has been terminated by the operator. Enter a short message here so that your customer can see this situation.

Missed Message notification

To report the status of messages that have not been received by your customers. Enter a short message so that your customer can see this situation.

Conversation recording notification

You can create a template here and use it to inform your customers that you have recorded the conversations. You can also make edits.

Customer Timeout

You can create a template here to notify your customer when they don’t respond for a long time and time out. You can also edit this template as you wish.

Rating History

Select interview evaluation topic

Determine the subject of evaluating your client’s speech (ex. good or bad).

Enter your interview review title

Before you evaluate your customer’s conversation, you can enter an introduction title here and thank your customers if you wish.

Enter your interview rating description

You can enter a description here with a template that you specify that you want your customer to evaluate your conversation.

Enter your interview rating thank you message

You can also specify a ”thank you” message to customers for conversation’s evaluation here.

Offline form

Will there be an offline message form

This question is for when operators want to reach customers when they are offline. you can report this situation with the content you enter here.

Enter your offline message description

Here’s a draft of offline messages to be shown to inform customers who arrive outside of working hours and also you can make edits.

Example Message

Hello, unfortunately, our team can’t help you because our working hours are over now. Can you fill out the form below so we can get back to you as soon as possible?

If you disable this option, your customers will not be able to see when operators are offline.

Other

Enter caller field name

Here you can determine which customers want to contact you, and you can name and edit the name of this category.

Enter category field name

Enter your customers ‘ categories here. For example, an individual customer or a corporate customer. Setting this category will provide convenience for you.

That’s it!

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Appointment

Appointment

“Appointment” in the “Customization” section is for customers to make an appointment with their customer service representative. The appointments tab, you can customize your appointments that you create with customers and other serving operators. With personalized appointments, you will use a better quality and accessible system. You can read the article below for more information ??

Will there be an appointment: Using this option, you can answer the question of whether the channel will have an appointment status. İf you turn off the appointment option, customers will not be able to make any appointments, and all other options will disappear.

Now let’s look at how this is allowed

Don’t forget to save the changes after you turn on get an appointment!

The appointment screen you have customized is for the Handbook> Appointment page. Click here for more information and access to the article.

Options

Appointment URL

You can type the appointment url text here.

Hostname

You can view the channel you are in here.

Start Time

Appointment start time.

End Time

Appointment finish time.

Working Hours

Opening hours for appointment.

Appointment Time Zone

Current time zone tab.

After Creation Service

The appointment is an indication of a third-party service to be called upon once established.

Split Time

Indicates that for each appointment created, the calendar can be broken into minute-by-minute pieces. The calendar is divided according to the allotted minutes.

Split Label Time

Indicates the number of minutes of the meeting determined by appointment.

Wiew Mode

Wiew mode consists of two modes: busy time and free time.

Busy Time

In Bussy time mode, the serving customer representative selects times when it is not available (Ex. meeting time). The customer can choose any time other than bussy hours entered by the customer representative, and the hours set as bussy time do not fall in front of the customer.

Free Time

The serving customer representative saves their free time to the calendar. Customers make an appointment by selecting one of the Free Times included in the calendar. During the appointment process, the customer can only see and select the specified free time, not an external time.

Free Time Service:

The customer representative does not need to manually enter their free time only through the ortusdesk channel. The user company can automatically receive the customer representative’s free time with its own service.

Customizing the appointment section is entirely in your hands. The appointment screen that you personalize will be available to other operators.

That’s it!

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Users

Users

“User ” in the “Configuration” section is used by customer service representatives. Customer service representatives enter the names of their operators to support their customers in this field. If customers want help with anything, they will contact the operator who is active and does not have a job from the operators written here. Here you can create, edit, and delete users. You can read the article below for more information ??.

User Management

You can view your operators in user management and specify their role in the Edit button that appears when the page is scrolled to the right. In user roles, you can set user roles for your operators. In the menu item management section, you can view and change the menu management of the site. You can make any changes in the Edit and delete sections next to user names. You can also filter from the filter section.

Role Management

You can define roles for your users from the role management section. When determining your users or when you want to make adjustments to their roles, you can add these tags from the roles section and assign the role you want. Here we set it as admin, supervisor and agent to be an example for you. As can be seen from the example, when you design a user as supervisor, they will have more privileges. You can also make any changes you want.

You can also view the roles you have specified in the role elements section. When you click on the roles (such as admin, supervisor, agent) that you have created in the elements section of this role, you will see what privileges they have.

Menu Items Management

From the menu items section, you can determine and display which parts of the menu these users can access rather than their authorizations. I clicked on the admin to indicate in the example here, and here it is clearly visible which tabs he can access in the menu. You can define the authorizations of your users from here as you wish, add new authorizations or delete the existing ones.

Operator Group

From the operator group section, you can create groups that are specific to your operators.

Add New to Users

If you click the ”Add New” button, you will see this screen. If you enter name, surname, e-mail, status, dynamic password, operator, roles, work channles, operator group, phone number, Profile Picture and title information in the add new section, your templates will be ready. You can install it into the system by pressing the “reoland” key to save the changes. when the process of adding a new Massage Templates is complete, you will see the “process started” in the upper-right corner of the main screen. It’s Ready!

Edit to Users

You can use the “edit” option in the message column to edit your user. You will receive a warning to save changes on the home screen because you have added a new user. You can install it into the system by pressing the “reoland” key to save the changes. when the process of adding a new Massage Templates is complete, you will see the “process started” in the upper-right corner of the main screen. It’s Ready!

Delete to Users

You can use the “delete” option to delete your user. When the deletion is complete, you will see the Delete Successful statement in the upper-right corner of the Home screen. It’s Ready!

That’s it!

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Channels

Channels

“Channels” in the “Configuration” section are templates used by customer service representatives. Channels related to different areas can be opened by customer relationship representatives. in this way, operators can provide an easier flow of services in here. For example, a “general channel” for general topics can be opened, and a “technical channel” for technical topics. Here you can create, edit, and delete topic management. Also, you can open multiple channels and use them all at the same time. You can read the article below for more information ??.

Add New to Channel

If you click the ”Add New” button, you will see this screen. Please choose first to create your channel with ortusdesk, facebook and whatsApp support after than, if you enter channel name, channel type, social media token, social media ID, social media endpoint information in the add new section, your channel will be ready.

Channel Name

The Channel name is the area where the name of your channel is located.

Channel Type

The channel type is the area where your channel type is written. You do not have permission to change this field. Your channel type is ortus desk, which has existed since the beginning.

Social Media Token

It is a service token that will be used when going to a social media token.

Social Media ID

The social media ID field is for you to enter your social media password.

Social Media EndPoint

Social media is the endpoint information.

When you press this button, you’ll see exactly the image of the one above. In the section with the Ortus logo, your customers contact you directly through this system. You can see what kind of screen they will display from the screenshots we have shown in our previous articles. Don’t forget to check our other articles too!

You can enter your Facebook page by clicking on the Facebook logo. In this way, you will also provide support services to your customers who will come from Facebook. Again, all messages written on this platform will be sent to our Ortus system and you will be performing your service through this system.

In the WhatsApp section, we can say that your customers will contact you through the WhatsApp application. While your customers are communicating with you using this application on their mobile phones, you -operators- will also be replying through this system.

You can create a new channel here by entering your channel’s name, social media accounts and more. You can also specify the type of channel.

This channel will not appear directly when you add a new channel. In order to see the new channel added, you must navigate to the users menu in the settings section. You can select a new channel from the working channel column by selecting the edit option located above the profile you are using here.

Edit To Channel

You can use the “Edit” option in the text column to edit the channel. The channel you edit will change in the desired direction. When editing is complete, you will see the update successful statement in the upper-right corner of the Home screen. It’ s Ready!

When you used the Edit option, the channel named “commercial” in the first picture was changed to “general”. you can do this by following the update step. In order to save the updated channel name change, you must log out of the ortus desk page and enter it again.

Delete to Channel

You can use the “Delete” option in the channel column to delete channel. When the deletion is complete, you will see the Delete successful statement in the upper-right corner of the Home screen. It’ s Ready

That’s it!

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How to End a Conversation?

In the Messages section, click on the conversation you want to end. Click on the “≡” icon above in the window that opens.

By clicking the “End Conversation” button at the bottom of the window that opens, you will be directed to the window to end the conversation.

To end the conversation in the window that opens, click on the Select Draft button and make the selection. After making the selection, click the “OK” button.

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Ortus Chatbot

As Ortus4c, it is a new generation communication platform that provides remote video consultancy, assistance and support services to companies targeting digitalization. It provides infrastructure solutions to automate business processes with live support, video call, omni channel social media integration modules and private chat bot.

By connecting to FAQs with Chatbot, you can answer your customers’ routine questions within seconds, reducing the burden of the call center and enabling them to provide better quality service.

OrtusBot Feature List

Support 17 languages

Fast Integration

Dynamic UI Generator

Microservice Generator

Flexible Bot Design

Multimedia Content (Horizontal Image Selection, Picture Selection, Video Content, Voice Content)

Easy Service

No Code Knowledge Requirement

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Whatsapp ve Instagram Chatbot

Always Support

The working hours of the Whatsapp chat robot, which can work like a customer representative, do not end, so you can provide support to your customers 24/7.

Rich communication

Enrich your customer communication with different media formats including pictures, videos, GIFs and more.

Unlimited Messaging

Accessibility

Platform independent i.e. WhatsApp, Apple, Android or Windows It can be installed on almost any device.

Low Costs

· Reduce your call center costs by returning automatic answers to frequently asked questions on WhatsApp.

1. Integrated with call center applications

2. Answering FAQs

3. New use cases specific to the energy sector

4. New use cases specific to the retail industry

İnstagram Chatbot

The Instagram chat robot, which can work like a customer representative, does not run out of hours, so you can provide support to your customers 24/7.

Rich communication

Enrich your customer communication with different media formats including pictures, videos, GIFs and more.

Unlimited Messaging

Low Costs

Reduce your call center costs by returning automatic answers to frequently asked questions on Instagram.

Accessibility

Platform independent i.e. WhatsApp, Apple, Android or Windows It can be installed on almost any device.

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How to Increase Customer Experience Using Chatbot?

A Personalized Chatbot Experience

There is a difference between consumers’ satisfaction with promptly answering their questions and a chatbot that doesn’t understand anything you write. For this reason, the use of an insufficiently developed chatbot can cause damage to your brand image.

Simplified purchasing experience

Chatbots make the purchasing experience wonderfully easy for users. For example, if you are in search of a dress and you also have a preference for a place, the chatbot offers a list of different styles and tells you where to find the dress you want. You can also choose a stylist and make an appointment with the help of an automated text message from the bot.

Evaluate customers’ feedback: 

Data collected from interaction with customers through chatbots can enable services to be improved. Feedback from customers can be used to improve the website or other online platforms.

Know your customers well

One of the main points to consider in creating an effective and efficient customer experience is to know your customers. Understand your customers’ expectations and needs by identifying your target audiences.

Use an up-to-date and large database

Analyzing and storing the data obtained from the conversations before the chatbots and collecting the data from different channels are very important in terms of increasing customer satisfaction in the subsequent meetings.

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Why is Chatbot Popular?

Although chatbots have started to attract attention in recent years, they have actually been present in our digital world for a while. In 1966 the first bot, Eliza, was launched. However, Eliza could only answer a few questions. But today’s chatbots make it healthy to be able to have multiple answers and talk to customers 24/7, thanks to the development of technologies such as artificial intelligence and natural language processing.

What features do chatbots provide us with?

  • 7/24 Accessibility
  • Chatbot increases the number of positive comments.
  • Increase Your Income

    ·Get more loyal customers that will help you increase your revenue by                providing a seamless experience.

  • Chatbot Provides 30% Savings to Companies

    ·Reduce your call center costs by returning automatic answers to frequently asked questions via Chatbot.

  • Customer Convenience
  • Usage for Customer Acquisition

    ·47% of customers are open-minded about shopping with a Chatbot. (HubSpot)

  • Provides Comprehensive Customer Support

     ·Lot of persons who make shopping on the internet needs help during their shopping. Chatbots use artificial intelligence to help customers needs during shopping.

  • Take Control of Conversations

    ·Companies that invest in chatbots have full control over communication with their customers.

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How Long Have Chatbots Existed?

First Chatbot

In 1951, Alan Turing’s “Can machines think? His work (Can machines think?) is seen as the first reference on this subject. The first chatbot is “ELIZA”, which was developed by Joseph Weizenbaum, an MIT professor, in 1966. ELIZA was conceived as a psychologist and is intended to create human dialogues. However, since natural language processing and machine learning technologies were not developed enough, at that time, it could only respond with word matching method. The term chatbot was first used as a chatbot by Michael L. Mauldin in 1994.

Today, the fact that existing software and hardware has become competent in collecting and processing data has enabled the fields of natural language processing and machine learning to find real usage areas. The fact that messaging has become a daily communication habit of people has also been an important factor in increasing the interest in chatbots. With the announcement by Facebook of the launch of Facebook Messenger to chatbots in 2016, developers from all over the world focused on this area, and chatbots became popular in terms of both supply and demand.

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