Summary of "As novas telas do MK BOT"

Summary of "As novas telas do MK Bot"

The video features Léo and Gustavo from MK Solutions discussing the new features and screens of the MK Bot, aimed at enhancing customer service through automation and improved user experience.

Storyline and Overview:

The primary focus is on the evolution of the MK Bot and its new functionalities, which include enhanced screens, access to KPIs, and improved chat features for customer service representatives.
The presentation is structured to provide a practical demonstration of how to utilize the bot effectively in customer interactions.

Gameplay Highlights and Key Features:

New Screens and Menus: The MK Bot now includes side menus for easy navigation, allowing users to access indicators and manage KPIs like NPS (Net Promoter Score) and service times.
Chat Functionality: The chat interface has been redesigned to be more intuitive for operators, making it easier to manage multiple conversations and service queues.
Automated Services: The bot offers automated responses and the ability for customers to self-serve, reducing the need for operator intervention.
service management: Operators can filter and manage services by technician, sector, and customer, facilitating faster response times and better organization.
Training and Onboarding: New operators can learn quickly due to the intuitive design and clear descriptions of functions within the bot.

Strategies and Tips:

Utilizing KPIs: Monitor KPIs to improve service quality and identify areas for operator training or improvement.
Standard Responses: Implement standard responses to streamline communication and ensure consistency in customer service.
Tagging System: Use tags to categorize conversations and services, making it easier to retrieve information and analyze service history.
Mass Messaging: Take advantage of mass messaging features to communicate with customers about promotions, service updates, or changes.
Stop Notifications: Implement stop notifications to inform customers about network outages or maintenance, enhancing transparency and customer trust.
Customizable Communication Rules: Set up communication rules to send reminders or notifications to customers via WhatsApp, SMS, or email, ensuring they are informed about important updates.

Key Tips for Operators:

Familiarize yourself with the new interface to maximize efficiency.
Utilize the filtering options to manage multiple customer interactions effectively.
Regularly review service histories and customer feedback to improve service delivery.