Live Chat Monitoring
You can supervise, correct and even take control of an ongoing chat without disturbing the flow of the conversations which helps you ensure quality and customer satisfaction every time.
Monitoring Made Easy
Live Support Manager’s Toolkit gives you the ability to monitor detailed conversations between your chat agents and website visitors in real time.
Give Help & Train Agents
Secretly assist the agent on how to handle a difficult situation or completely take over the chats for full control. Use the same feature to help train new employees.
Give High-Quality Help From The Most Relevant Sources
Redirect the Chat to Specialist When Needed
Allow chat transfers to other teams, to ensure the customer gets relevant service. Send a chat to a supervisor, to offer immediate escalated support. Automatic transfers to the next available operator, to manage time in peak periods
Monitor Your Agents' Chats in Real Time
Real Time Chat Supervision
Allow chat transfers to other teams, to ensure the customer gets relevant service Send a chat to a supervisor, to offer immediate escalated support Automatic transfers to the next available operator, to manage time in peak periods
Better Monitoring - Better Customer Service
Give Discreet Manager Support - Without Customers Knowing
Did you ever need more experienced agents to guide new employees? Use this feature to enable internal chat between agents.
- Send ‘whisper’ messages to operators during sessions, to guide difficult chats
- Share speedy inline assistance
- Chat with users and operators separately from the same window, to support discreetly
- Train New Employees to say the correct message until they are ready to take over
Give Internal News to The Entire Team Instantly
In addition to the one-on-one inter-agent messaging, you can choose to broadcast messages to all agents within a chosen department. With the Department Broadcasting feature, you can send messages to all online agents of another department to ask for real-time assistance, get policy updates and internal news out to the entire team at once and without delay.
Want to learn more about how our Manager Supervision Toolkit
can meet your business needs?
Schedule a free demo with us.