OK run support in the messenger
Team social network OK announced about the launch of a chat with a customer service representative through the service messages.
Chat with a member of the support is automatically generated immediately after sending a question via the feedback form in the Help section. Before this case, the correspondence was conducted via e-mail. During the tests, 90% of users were satisfied with the communication and a solution to their issues in the messenger.
The solution to one question in the messenger will take an average of 15 minutes. This is substantially higher than the speed of answering the question by email, which is an average of two hours.
At the moment is chatting to the questions connected with payments and remittances in OK. According to the social network every day, users send about 400 such requests.
In future OK plan put in messenger and other questions, as well as to integrate support chat in mobile social networking app on iOS and Android platforms.