In this article, we’ll get into greater detail than the Setup Checklist for those of you looking for more advice and best practices, primarily targeted at enterprise implementations.
Who: IT Manager
What: Grata is a cloud-hosted software-as-a-service solution so there is no software installed and few on-site technical requirements. The IT Manager for your company should review the Setup Checklist and confirm that
⚠️ Important: Decide whether you need your Grata account hosted on servers inside or outside of Mainland China. The China Cybersecurity Law that recently came into affect requires Chinese companies to store data on Mainland China servers. Outside of this consideration, you should base your decision on where your employees who will use Grata are primarily located as the China Firewall will can sometimes make connectivity difficult if employees are on the other side of the Firewall from your Grata server. By default your account is hosted in Mainland China. If you need an international Grata account, please contact Grata before proceeding with any further setup.
Who: Marketing Manager, or whoever is the admin for the various channels you will connect to Grata
What: For most enterprise Grata customers, the various social accounts are owned by the Marketing Department. You will need the admin or owners of the various channels you connect to Grata to link these accounts to your new Grata account. Channel account administrators should be made aware of any channel settings relevant to Grata so as not to change any settings that could affect the normal operation of Grata.
For WeChat Official Accounts, you should confirm that your account is verified and qualifies for customer service features. WeChat subscription and service accounts verified to Mainland China businesses are supported. If you have an international WeChat official account, you should confirm in your WeChat backend that you qualify by reviewing instructions on our Linking WeChat to Grata help page.
Who: Marketing/PR/Call Center Manager
What: Add and review all stored content on the Grata backend.
System messages: The Auto-Greetings page on the Grata backend allows you to edit automated greetings for each channel you connect to Grata. For WeChat and Facebook, you can store a multilingual new-follower greeting for users when they first follow your account. This is a good opportunity to introduce your new follower to how they can use your account: Do you share content here? What is it about and how often do you send out content? What services can I perform on your channel? Do I need to register here? Introduce that you offer live chat: what can the customer get help with? When are people online? How quickly should I expect a response? The new-follower greeting is super valuable and most companies do it poorly. Take the chance to introduce your offerings and manage expectations.
The next two stored greetings are your online and offline greetings. By default, your organization is considered online if one or more agents are logged into the Grata console. If a user sends a message to your channel when agents are online, Grata will immediately greet that user with your online message. This could be something simple like: “Hi $username, thanks for getting in touch! We’re online and should be with you shortly.” If there are no agents logged into your Grata console when a customer messages, we will immediately send the offline greeting to a customer. This is a good place to explain your normal hours of customer service and any additional channel they could contact you at if it is an emergency. Alternatively, you can choose to have your online/offline greeting set to your service operating hours. This is essential if you are primarily answering chats from WeChat Work, as there if no “online” status in WeChat.
Large organizations may also want to set a busy greeting that will automatically override your online message when your team experiences high service volume. Use this message to manage your customers’ expectations that they will likely have to wait longer than normal to chat with an agent. Once you’ve edited your busy greeting, go to the Grata Settings page to set a busy threshold based on the number of users waiting to chat.
Stored FAQ Text: Your service team will benefit from having access to brand-standard, multilingual responses to frequently asked questions. Stored text can be added in English, Simplified Chinese, and Traditional Chinese. Responses can be grouped into categories so the team can easily navigate the content during a chat:
We recommend keeping replies to a maximum 2-3 sentences to match the natural conversation flow of messaging apps. Long messages are better when broken up into multiple replies. You can personalize the text by using the shortcodes “$username” and “$agentname” to insert the customer’s or employee’s name into the reply. Stored quick replies are supported on all Grata channels.
You can package your existing online content into multilingual cards which agents can use as an attractive way to share links. You can add a card for each web page relevant to your service conversations, organizing cards into different folders.
You can add and edit cards using our editor on the Grata backend, or if you have a high volume of content you can contact us for help with bulk upload or integration. Cards are supported in Facebook and most WeChat Official Accounts.
WeChat Official Accounts allow you to create up to 100 different identities (name and avatars) for your customer service agents. These can be personalized for each agent or identities can be shared, for example, identifying all sales associates by the name of their boutique location, or by a department name. You can create identities on the Agent IDs page and then assign identities to agents as they are added later. This is an optional feature.
Tags: Your team can add tags to help segment your customers during chats. Your organization can add managed multilingual tags from the Grata backend that are suggested while agents type, or agents can create new personal tags. All tags are reported in the active user reports you can download from the Grata backend.
Chat Types: Enterprise customers can track up to nine different types of chats. A hotel, for example, might track Housekeeping, F&B, Room booking, rewards program enquiries, etc. At the close of each chat, agents will select from the list so you can track what type of enquiries you’re receiving from your customers. Make sure to allow for an “other” type. We will need to help you set these up so please email us your list of nine types, and translations if desired, so we can help you add them to your account.
Who: Service team manager
What: Add a Grata admin account for your service team manager from the Grata backend “Team” page. She can then login to the Grata backend and add her team members as regular agent users. When you add users you must select their role, either admin or agent. Admin users have access to the Grata backend management tools, agent users do not. More information on our help page Adding Users.
If you are new to deploying service on WeChat or Facebook, we recommend starting with one team and then expanding to other departments at your organization as needed. Again for hotels, we recommend starting with the Hotel operators/service center team first and then as you learn how your guests use your messaging channels, start to plug-in other teams like the concierge, executive lounge, F&B booking, and reservations.
Once your initial service team has their Grata accounts, they can start getting familiar with Grata. We recommend new agents start with help center content First Time Logging into Grata and then proceed to Managing Chats in the Grata console. Incorporate your own service standards and goals into the Grata training:
Who: Service team
What: All service team members should confirm their Grata setup. A good checklist for each team member:
What: Budget time before going live to help drill scenarios with the service team. Test response time and quality of service. Give feedback to the service team, review stored content, and make any adjustments as needed.
Who: Marketing department
What: Few customers will message you on these channels if they don’t know you’re online. Now is the time to tell them of your new service upgrade, how and when to use the service, and how fast they can expect a response from you. Update your online and offline marketing materials to include QR codes or other channel contact information. Promote it as a positive branding message: you care about delivering a quality service experience for your customers: “Never wait on hold again. Message us on Facebook/SMS for instant access to on-demand customer care.”
A few suggestions on where to share your channel details and promotion message:
If you need assistance preparing trackable QR codes for WeChat or Facebook, please contact Grata for assistance.
Who: Service team manager, other management
What: Once you’ve launched, you will want to follow reporting data to see how your service team is doing. You can download a number of different reports from the Grata backend over a custom date-ranges, or subscribe to weekly and monthly reports by email. We recommend treating your average customer wait-time as the key performance indicator. Enterprise customers who are using Customer Satisfaction Scoring can also glean valuable subjective feedback from users by downloading or subscribing to the Feedback report. For more information check out our Reporting help page.
Who: Service team manager, other management
What: Your content eventually grows stale and needs updating. Schedule regular reviews of all stored content to make sure your team is giving the best answers to frequently-asked questions.
For security, make sure to regularly review your Grata users and confirm you are disabling users who have left your company from the Grata Team page. Schedule reminders to get all Grata users to regularly change their passwords.