| Real-Time Communication |
| Real-time Chats |
Enable Real-time instant chat communication with your website visitors. Interact with your visitors to provide higher level of customer support, up-sell products, assist in purchase decisions and offer that human touch to help you stay head of competitors.
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| Multiple Chat Requests |
Provide support with multiple support chat requests at the same time. |
| Operator-to-Operator Chats |
Maximize productivity and efficiency with Operator-to-Operator chats, a powerful tool that allows free flow of communication in real-time between your operators. |
| Party is typing Notify |
Each party (visitor and operator) knows when the other is typing a message. This is helpful to keep both sides focused and alert for incoming messages. |
| Email Signature with Chat Status |
Embed the chat support status icon on all your outgoing emails. When the recipient receives the email, they can easily request support directly from their mailbox. |
| Auto Save Transcripts |
Transcripts are automatically saved, without requiring action by the operator. |
| Search Transcripts |
Search through the saved transcripts for reference and training purposes. |
| Department Share Transcripts |
For training or information gathering, each department can share and view saved transcripts. |
| Email Transcripts |
After the chat support session, the visitor has an option to send a copy of the complete transcript to their email for future references. |
| Capture Visitor Data |
Capture visitor's IP, time, browser information, monitor information, pages they have visited, and other crucial data. |
Sales and Marketing |
| Ad Tracking (Track'it) |
Track'it will track all your Ad and Pay-Per-Click campaign click-throughs and enable website owners to pick out qualified leads to provide a customized support or sales response and pitch based on their clicked origin. |
| Track Visitor Refer URL |
Ever wondered where your visitors clicked from to get to your website? We will track your visitor's REFER URL to get a better understanding about your website traffic. |
| Initiate (Proactive) Chat |
Initiate chat with your visitors. With a single click, you can open a chat window or float a chat message on the website visitor's computer. |
| PUSH HTML pages |
Open up a browser on the website visitor's computer automatically to show them products, services, or helpful page that would assist them. |
Customer Service and Administration |
| Operator Console Monitor |
Monitor your operator online/offline status in real-time. This is useful when you are training or monitoring operator performances. |
| Operator Online/Offline Activity Monitor |
Monitor operator online/offline activity throughout the day. Track the total hours your operators have spent Online and when they went Offline. |
| Department Chat Icons |
Create chat icons and generate chat HTML code for EACH department. |
| TEXT LINK to support |
Instead of displaying status icons, you can use plain text link. |
| Remote Administration |
Administrator can remotely kill a chat session or close an operator's console. |
| Time Zone Setup |
Set your system time so it matches your current time zone and format. |
| Spam Blocking |
Spam blocking allows you to restrict certain IPs from accessing your Live Support system. |
| Chat Window Themes |
Customize your chat window with themes! |
| Language Packs |
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Reporting and Statistics |
| Operator Rating System |
Know the performance level of each operator at any given time with Operator Rating system. After each support session, visitors have an option to rate the operator's support level. |
| Visitor Traffic Monitor |
Monitor your website traffic in REAL-TIME. Know exactly how many visitors are on your site, where they came from, which page they are viewing, and how long they've been on your site. |
| Daily Request Reports |
View comprehensive reports of the number of request taken, rejected, not taken, or initiated by each operator and department, daily or monthly view. |
| Log Transcripts |
Transcripts are logged with operator's information, visitor's name, IP, time and other relevant data. |
Efficiency Control |
| Hidden Departments |
Allow higher management and second tier support reps to efficiently do their normal task and ONLY take crucial calls that are passed to them. |
| Traffic Monitor Refresh Rate |
Control the refresh rate of the traffic monitor to fit your preference. This comes useful when you want to pause the monitor to carefully evaluate your traffic data. |
| Knowledge Base (FAQ) Integration |
Integrated Knowledge Base system. Now your visitors can search your frequently asked questions (FAQ) prior to Live Support or during your Offline hours. Our tools combine the power of self-service tool with real-time communication. |
| Assign Operator to Multiple Departments |
Assign a single operator to multiple departments to maximize staff performance and to better utilize your support departments. |
| Operator Auto-Reconnect |
Auto-Reconnect will set your operators back to online status even if the internet connection went down for few minutes. If you have call centers or support reps overseas, this will greatly increase the performance of your live chat software. |
| Canned Responses |
Store commonly used message so you can quickly access them during support. Maximize your productivity and support by immediately providing the answers your visitors need. |
| Canned Commands |
Store commonly used command (PUSH pages, show images, etc) so you can quickly access them during support. |
| Department Canned Responses |
Save time and store canned messages and responses for each department. All operators in the same department will have access to the department canned messages and responses. |
| Set Operator Request Order |
Arrange operators in the order they should receive support calls (if an operator is more skilled, you can select him/her to take the first call before it proceeds to next operator). |
| Request Load Balancing |
If you have multiple operators in a department, the system will know which operator is busy with a call and will automatically distribute the call evenly throughout the online operators. |
| Request Polling |
If an operator is just too busy or is not in front of his/her computer, the chat request will be routed to the next online operator automatically. |
| Set Request Polling Type |
Customize how the support calls are routed between your operators. You can choose from a defined set order, round-robin style, or random. |
| Transfer Calls |
Transfer the chat session from operator to operator. You may be providing support as a Customer Support, but when a technical question is asked, the operator can transfer the call to the proper technical support to better help the visitor. |
| Support Hour Message |
Set your department support hour message to inform visitors the normal time your company provides Online Support. |
| Sound Request Alert |
Sound alert will notify you when a support is being requested. |
| Leave a Message |
If no operators are available, visitor can easily send a message to the department using an email form. |
