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Associate Chat Tools
Simultaneous Chats
Unlike telephone support, with online chat, your employees can assist more than one customer at time, therefore customer wait times as well as support costs are reduced. With customer wait times reduced, more customers are helped in a shorter amount of time, resulting in many happy customers and increased sales.
Visitor Entry/Exit Alerts
Quite simply, you can receive an alert when a customer enters your site. This alert can be audio, text or both. This allows you to be immediately aware of a visitor to your site so that you can proactively engage them. You can also receive an alert when a visitor exits your site.
Canned Responses
Creating canned responses to the most commonly asked questions ensures consistency throughout your organization as it pertains to customer interaction. In addition, it reduces the amount of time your employees have to spend typing replies, allowing more customers to be helped in a shorter amount of time.
Chat Waiting Message & Alerts
You will receive visual text and an audible notification of a waiting chat. This will help ensure that a visitor requiring assistance does not go unnoticed or have to wait for an extended amount of time for a response.
Multi Chat Departments
Most businesses have more than one department and your online chat can as well. For example, you can set up separate chat departments for Sales, Customer Service, Billing, Technical Support, etc… .
Customer Operator Profiles
Each of your representatives can set up their own user profile. This provides the end user the ability to know who they are talking to. This feature is also useful in internal chats
Chat Transfers
Easily transfer chats from one associate to another. This offers convenience to your customers who need to speak to more than one department as well as giving your employees the ability to quickly review the conversation and understand the nature of the customers issue or question.
Block Abusive Chatters
No one wants to be harassed or verbally abused. Your associates do not have to tolerate such shenanigans from abusive site visitors. The software has a feature to allow you to “block” abusive chatters. Obviously, your company’s policies will determine the criteria that allows for the classification of “abusive”.
Spell Check
Make sure that the professional image you portray on your website continues in your associates live chats. We all make spelling mistakes, but you don’t want to delay a chat response to check your spelling, nor do you want to send a chat response with poor spelling. This feature eliminates that issue. Incorrectly spelled words are made noticeable so they may be corrected.
SMS Integration
With SMS integration, you can have alerts sent to your cell phone. These alerts can include things such as “new chat”, “call back request” or even “website down” notification.
Custom Office Hours
You have the ability to set the office hours on the chat software to match your hours of operation. You can customize these hours to match your workplace closure schedule for holidays, etc. .
Unavailable Message
Use this feature to let customers know that you are currently unavailable. This can be due to being closed, being away from your desk, etc. When a customer initiates a chat, they will receive the unavailable message and will be provided the opportunity to leave a message.
AutoRun
Quite simply, set the software to launch upon Windows start up. This means your associated don’t have to remember to launch the software when they turn their computers on, it simply launches on it’s own.
Hide to System Tray
Your operators do not have to have the software maximized on their screens at all times. They can have the software minimized but still active while they are doing other work on the computer. While the software is hidden to the system tray, your operators will receive visible notification of an awaiting chat via an icon in the lower corner of their computer screen.
Auto Set Idle
With this feature activated, the software will auto set the operator to idle when their computer goes idle. Customize the feature by simply setting your screensaver time to meet your requirements. This feature can be turned on or off as desired.
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