An instant communication channel so that customers get help at the point of need, increasing satisfaction. Enable customers who have website or product questions to use a ‘Chat NOW’ feature.

Chat sessions are threaded into the customer record, giving agents a complete view of the entire customer history across channels, putting the current interaction in context. Each agent can build on the last interaction, even if it’s their first contact with the customer.

Flexible reporting combines detail and high level data, supporting tactical and strategic management

Other benefits include:

Help customers at the point of need

• Aid customers with filling forms or searches using co-browsing functionality
• Assist client base using proactive chat. Configurable rules ensure the best prospects get offers, increasing revenue

Increase agent productivity

• Ensure consistent, branded responses through knowledge integration and canned responses
• Support multiple simultaneous chats per agent with an easy-to-use interface
• Direct chat sessions to the appropriate agent with intelligent routing rules Measure, manage, and succeed
• Monitor ongoing chats. ‘whisper’ to agents, or take over sessions, ensuring quality customer service and more effective training
• Manage customer service more easily with dashboards, timers and real-time

Key Features:

Text Dialogue and Co-browsing

• Reactive chat from Website links
• Proactive chat initiated from dynamic rules
• Visitor clickstream history
• Agents and customers can co-browse orders, knowledgebase and shopping carts
• Transcripts are retained and can be sent to customers Productivity Tools
• Threaded interactions show complete customer history
• Knowledgebase integration
• Comprehensive library of quick responses
• Agent to supervisor instant messaging

Multiple simultaneous chats per agent

• Transfer and escalation support
• Reconnect to original agent reboot

Supervisory Functions

• Audit chat sessions in progress
• Full timer and load level dashboard
• Real time, custom, and historical reporting, featuring queue stats, active sessions and workload
• Manage and monitor agent chats for training and quality
• Whisper and take-over functionality
• Browser-based administration
• Scheduled reports delivered via email

Customer Experience

• No downloads required
• Supports all standard browsers
• On hold presentation scripts
• Personal support at the point of need
• Post-chat satisfaction survey