A SilverOps productIt knows what you know. What it doesn't know, it hands to you.
SilverReply works from your company's own knowledge: your products, services, stock information, policies and FAQ. When needed, it hands the conversation to your team with its full context.
Example knowledge base
- Productsmodel, size, colour
- Servicesdelivery, installation
- Stockstock information
- Policiesreturns, invoicing, quotes
- FAQ
AnswerExample
Pick a question and see which layer of the knowledge base the answer comes from.
Yes, it's in stock in white and oak.
Source: Products, Stock
Yes, we install within Istanbul.
Source: Services
You can open a return request within 14 days of delivery.
Source: Policies
Our sales team decides on that. We're passing your conversation to them.
No answer in the knowledge base
Handed over: sales team, full context
When the knowledge base has no answer, the system doesn't guess; it hands the conversation to your team.
Every message takes the same road.
On any channel, every conversation makes the same six stops.
Answers
WhatsApp, website chat, Telegram
Knows
Products, services, stock information, policies, FAQ
Understands
Need, urgency, closeness to a sale
Takes it forward
An appointment or a quote
Hands over
To your team, with full context
Records
Panel and CRM
Three doors, one desk.
Whichever channel the customer writes on, the conversation lands in the same stream.
WhatsAppExample
What sizes do your desks come in?
Website chatExample
Which cities do you deliver to?
TelegramExample
How do you invoice corporate orders?
The stream
Every conversation takes the same road, draws on the same knowledge and lands in the same panel.
Image: beads of mercury from three channels merge into one vertical stream.
Every question carries a need.
SilverReply understands what is being asked, how urgent it is and how close it is to a sale; it qualifies the customer on that basis and moves the conversation to an appointment or a quote.
Example qualificationExample
NeedDesk 160 cm, 30 units
What the customer wants, taken from their own words.
DeliveryIstanbul, in two batches
Where, how and when.
InstallationRequired
Whether a service is needed.
Add-onOffice chairs, add to the quote
A second need mentioned in passing is recorded too.
Next stepQuote, tomorrow 09:00, sales team
An appointment or a quote; who, and when.
When it hands over, nobody asks the customer twice.
SilverReply hands the conversation over when needed: for example, when a question falls outside the knowledge base, when the customer makes a special request or when they ask for a person. Which case goes to whom is set on the discovery call.
Handover note, project sales teamExample
SummaryMade-to-measure wardrobes and desks for 40 hotel rooms; logo work requested.
Your team sees what is wanted before opening the thread.
DiscussedTold that custom production is assessed project by project; the customer wants a call after 14:00 today.
What the customer has already been told; nothing needs asking twice.
Next stepProject sales team to call after 14:00 today.
Who does what, and when.
ChannelTelegram, full conversation attached
The whole conversation travels with the note.
The conversation ends. The record stays.
Every conversation is written to the panel and the CRM. The record from all three channels has the same shape and sits in one place.
- Channel
- The door the conversation came through: WhatsApp, website chat or Telegram.
- Time
- When the conversation started.
- Topic
- What the customer wrote about.
- Need
- The request as it stood after qualifying.
- Next step
- An appointment, a quote or a handover.
- Status
- Answered, qualified, booked or handed to the team.
- Full conversation
- Every message, in the order it was written.
The team that connects it keeps it running.
We listen.
On the discovery call we talk through your channels, the kind of messages you receive, where your knowledge lives and at which point a conversation should pass to your team.
We gather.
We bring your products, services, stock information, policies and FAQ together into the knowledge base SilverReply answers from. Every answer comes from there; a question it doesn't cover goes to your team.
We connect.
WhatsApp, your website chat and Telegram into one stream, and the stream to the panel and the CRM.
We test.
Before launch we try the system with real questions and check the answers, the qualifying and the handover points.
We run it.
After launch our team keeps running the system. SilverReply is not software that is installed and left to itself.
How long it takes depends on the number of channels and how ready your knowledge is; we settle it on the discovery call.
Same knowledge base, same panel, same team: with SilverCheckout, SilverCall and SilverGrow.