Standard Objects

There are two types of objects in the Office24by7 platform: Dynamic objects and Standard objects. Let’s take a closer look at what standard objects are and explore different standard objects. 

What are Standard Objects?

Standard objects are the predefined components of the Office24by7 platform with certain functionalities for specific organizational needs. These objects are designed and provided by Office24by7 to serve specific, standardized functions within the platform. Users can add these standard objects to their modules and utilize their capability. However, users can modify their attributes and field names to suit their specific business tone.
E.g.: IVR, inbound marketing, outbound marketing, SMS marketing, email marketing, etc. 

Purpose of Standard Objects

Standard objects come with in-built capacities and attributes that can help organizational functions. These objects are built to perform specific tasks or functions that can guide your business and organizational processes. Standard objects are ready-to-use and require no configuration or customization. They are user-friendly and can be quickly deployed without the complexity of setup.

Standard objects are built for processes that follow industry standards or do not require differentiation. As standard objects are controlled and maintained by Office24by7, they are subject to regular updates and security checks. This ensures that the objects are secure and up-to-date with the latest features and fixes. 

Features of Standard Objects

Predefined Structure: Standard objects are highlighted by their predefined function and set of fields that are determined by Office24by7. This ensures consistency and reliability across different modules and users.

Standardized Functionality: These objects are built with specific functions in mind. They provide a stable and predictable performance.

Ease of Use: Standard objects are user-friendly as they can be used without any configuration. This can be advantageous in quickly deploying the object without any complex installation techniques.

Quick Setup: Quickly implement certain functionalities related to organizational and business processes like meetings or sales in no time and start using them immediately.

Smooth Integration: Easily integrate with third-party CRMs of other tools to enhance the object’s functionality and manage customer data within the platform.

Easy Customization: Tailor the field and object names, descriptions, and other values to match the terminology followed by your organization. Customize the object to reflect your brand voice. 

List of Standard Objects

Let’s explore the different standard objects and their functions in detail:

Interactive Voice Response (IVR)

IVR systems allow businesses to automate the handling of incoming calls through a series of pre-recorded messages and menu options. Callers can navigate these options to reach the appropriate department by themselves using their phone keypad. This enhances customer experience by providing quick access to information and services without human intervention.

Inbound Calls

The inbound calls feature allows incoming calls to a business and manages them efficiently. You can ensure they are efficiently routed to the appropriate personnel or departments. This functionality includes call queuing, different routing methods, call recording, and logging call details for reporting and analysis. It helps improve customer service by reducing wait times and ensuring calls are handled by the right representatives.

Outbound Calls

Outbound calls functionality supports businesses in making outgoing calls for various purposes, such as sales, follow-ups, support, and surveys. This function includes dialing methods (preview, predictive, and progressive), call recording, call logs, and various other features to streamline the calling process. It helps improve efficiency and productivity by automating repetitive tasks and ensuring consistent communication.

Activities

The activities help you track and manage tasks and actions within the platform. This includes phone calls, emails, meetings, demos, and other non-work related interactions, providing a comprehensive overview of completed and incomplete activities. It ensures that necessary activities are reported to team managers and they are aware of ongoing activities. This feature also aids in ensuring that important tasks are completed on time.

Chat

The chat feature enables real-time communication between users and customers or between team members. It supports instant messaging, which is useful for quick inquiries, support, and internal collaboration. This feature comes with functionalities like chat history and file sharing. It enables immediate assistance and allows teams to coordinate and resolve issues swiftly. The chatbot can also serve the customer’s needs or provide required information based on their inputs. You can also modify the chat flow as you need.

WhatsApp Broadcasting

WhatsApp broadcasting allows businesses to send bulk messages to multiple contacts simultaneously via WhatsApp. This feature is ideal for marketing campaigns, announcements, and updates. It is a quick and easy method of ensuring that important information reaches a wide audience. You can leverage the message templates and scheduling options to help streamline the broadcasting process. The agents can also engage in one-to-one interaction with the leads within the panel. You can also use it to send messages in a sequence with specific time intervals for lead nurturing and conversion.

WhatsApp Chatbot

The WhatsApp chatbot provides automated, intelligent responses to customer inquiries on WhatsApp. This feature guides users through processes and provides information instantly. It helps reduce the workload on human agents and ensures customers receive timely assistance. The chatbot can be customized with predefined responses and integrated with other systems for more personalized interactions. You can also enable the WhatsApp chatbot to answer customer queries based on their input. Guide them through the possible options by giving them choices for answers.

Short Messaging Service (SMS)

The SMS feature allows businesses to send text messages to customers for various purposes, such as alerts, reminders, promotions, and notifications. SMS messages are direct and have high open rates, making them an effective communication tool. This feature supports bulk messaging, personalized texts, and scheduling of messages. It ensures the timely delivery of important information and enhances customer engagement.

Email

The email functionality enables users to run email campaigns within the Office24by7 platform to reach large audiences feasibly. It includes features like templates, personalization of emails, an HTML code editor, and integration with CRM systems. Email tracking and analytics help measure the effectiveness of communication efforts. Send emails in a particular sequence to nurture the leads and convert them.

Push Notifications

Push notifications are alerts sent to users’ devices to inform them of important updates, offers, reminders, or other messages. This feature ensures that users receive timely information, even when they are not actively using your website or application. Push notifications are highly effective for urgent communications and engagement, as they capture immediate attention. They can be personalized and targeted based on the user’s preferences and behavior.

Drip Management

With drip management, you can run automated marketing campaigns to send a series of pre-scheduled messages or emails to prospects and customers. This feature helps nurture leads by providing them with relevant information at specific intervals. Drip management is an easy way of guiding them through the customer journey.

Meetings

The meetings function facilitates scheduling, managing, and recording meetings within the platform. It allows users to set up appointments, send invitations, and integrate with calendar systems to avoid scheduling conflicts. This feature enhances collaboration by providing tools for organizing and conducting virtual meetings efficiently. Meeting records and notes can be stored and accessed for future reference and follow-up.
E.g.: Google Meet, MS Teams, Zoom 

Free and Paid Standard Objects

Standard objects are available in both free and paid versions. Free standard objects are included at no additional cost and provide essential functionalities that users can readily integrate into their modules. Paid standard objects, on the other hand, offer advanced features or specialized capabilities that must be purchased by the user separately.

*objects are free to implement; transaction costs will be incurred.