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Mobile App - Introduction and Features

Here's a detailed Introduction and Features section for the Ziwo Mobile App guide:

Introduction

Welcome to the Ziwo Mobile App—your go-to tool for seamlessly managing customer interactions on the go. Ziwo is a robust customer engagement platform designed for businesses of all sizes, providing an intuitive and powerful solution to enhance communication between teams and customers. With the Ziwo app, you can stay connected with your clients in real-time, whether you're handling calls, managing chats, or ensuring smooth team collaboration.

Built with the needs of modern businesses in mind, the Ziwo Mobile App allows you to manage all aspects of your customer service operations right from your smartphone. Whether you’re at the office, working remotely, or on the move, this app ensures you're always a step ahead in delivering exceptional customer experiences.

This user guide will walk you through everything you need to know to get started, configure your app, and make the most of its features. From the basic setup to advanced functionality, we’ve got you covered!

Features

The Ziwo Mobile App is packed with a wide range of features designed to streamline your communication with customers and improve the efficiency of your customer support and sales teams. Below are some of the core features:

📱 1. Mobile Call Handling

  • Make and receive customer calls directly from the mobile app.
  • Maintain call quality through VoIP technology, optimized for mobile networks.
  • Seamlessly switch between mobile and desktop platforms without losing call history.
  • Ideal for remote agents, field staff, or on-the-go support teams.
  • Set up call forwarding to redirect calls to another team member or department when you're unavailable, ensuring no call is missed.


⏱️ 2. Real-Time Agent Status Updates

  • Update your availability status instantly (e.g., Available, Away, Busy, Offline).
  • View the status of other team members to coordinate shift changes and transfers.

👥 3. Contact & Customer Management

  • Access a centralized directory of customer contacts and recent interactions.
  • Search and view contact details, and interaction history.
  • Initiate calls directly from the contact profile.


🔔 4. Push Notifications

  • Real-time alerts for:

    • Missed calls

  • Helps agents stay informed and responsive, even when the app is running in the background.

🔐 5. Secure Login & Access Control

  • Secure login using email, password, or Single Sign-On (SSO).
  • Two-Factor Authentication (2FA) support for enhanced security.

📱 6. Dedicated iOS App

  • Available on the Apple App Store.
  • Optimized user interface for iPhones and iPads.
  • Regular updates and compatibility with the latest iOS versions.

🤖 7. Dedicated Android App

  • Available on Google Play Store.
  • Supports a wide range of Android devices and OS versions.
  • Designed for high performance and battery efficiency.

📞 8. Call History & Logs

  • Access logs of incoming, outgoing, and missed calls.
  • View timestamps, durations, call outcomes, and agent notes.

🎧 9. Call Recording Access

  • Playback recorded calls.
  • Useful for quality assurance, dispute resolution, and training.

What’s New:

  • Modernized Design: Revamped user interface for an intuitive and streamlined experience.
  • Enhanced Contact Management: Unified access to phonebook and ZIWO contacts, plus the ability to create new contacts and to access call recordings. From the Product & Marketing Teams Brand new ZIWO Agent Mobile App.
  • Advanced Notifications: Smarter alerts to keep agents updated in real time.
  • Agent Profile Settings: Manage profiles directly within the app and set status.
  • Roaming Settings: Seamlessly configure roaming for uninterrupted service.
  • Magic Link Password Reset: Secure and hassle-free password recovery.
  • Tag Management: Add and manage tags directly from the contact view.
  • Performance Improvements: Faster loading times, better stability, and bug fixes.

These are just some of the powerful features available in the Ziwo Mobile App. The app is designed to provide a flexible, comprehensive solution to all your customer service and communication needs. Whether you're responding to calls, managing live chats, or collaborating with your team, the Ziwo Mobile App ensures that you have everything you need to deliver exceptional customer service at your fingertips.


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