Baynna is a comprehensive messaging platform designed to help e-commerce stores manage customer communication efficiently and professionally—starting with the Live Chat Widget, followed by the optional User App, then the Merchant Dashboard, and finally the Staff App.
• Live Chat Widget:
Seamlessly embedded into your website, the widget allows customers to chat directly with support agents, browse FAQs, track orders via API, and share media files. It provides a unified, consistent experience across all customer touchpoints.
• User App (Optional):
An optional mobile app for customers who prefer to communicate via a dedicated application. It offers chat history, multimedia sharing (images, files, videos), message editing and pinning, and advanced search features.
• Merchant Dashboard:
A centralized control panel to manage all aspects of your communication setup—view active chats and agents, add team members, set automated messages (greetings, waiting, agent-specific), define critical keyword alerts, and limit the number of concurrent chats per agent.
• Staff App:
A focused interface for support agents to manage conversations efficiently. Agents can filter chats (assigned, unread, latest, etc.), create and favorite quick replies, and maintain a smooth, professional response flow.
• Reports & Performance Monitoring:
Detailed analytics on staff performance, including total assigned and closed chats, average resolution time, first response time, unresolved chats, and daily session durations. Login/logout logs are also available to ensure staff accountability.
• Content & Automation Tools:
Build rich FAQs with text, images, and video, create custom contact forms for off-hours, and manage canned responses to improve response time.
• Smart Notification System:
Real-time alerts for new messages, keyword triggers, and delayed responses—ensuring fast and high-quality customer service.
With unlimited users and staff accounts, bilingual (Arabic & English) support, and a powerful all-in-one toolkit, Baynna is the ideal solution for any e-commerce brand aiming to save time, boost productivity, monitor team performance, and deliver an outstanding customer experience.
