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Functionality
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The LIVECHAT software contains many innovative solutions that make real-time advanced client relations management through the company's website possible.
Below, we present the functions of the system organized from the Customers and Operators point of view.
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Web communicator functionality
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 A live chat with the seller - a direct chat with the operator by means of the text communicator enables establishing a close contact with the customers and lets us know his needs better.
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A multimedia invitation -
a graphic element, informing the customer if the consultant is currently available.
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The customers interface -
applying the picture of the consultant in a chat window, allows to establish a closer relationship with a customer.
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The intelligent button -
easy way to contact the operator. If there is no available operator at the moment, a customer can send a message.
The shape and design of intelligent button is easy to personalize.
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The "after hours" form -
if there is no available operator to serve your customer, a form inviting for leaving a message will appear on the screen automatically.
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Operator application functionality
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Chat with the customer -
For operator's convenience, the limit for each operator to chat with at the same time is 5 chatting windows. Each new customer is automatically put through to the first available operator or asked for leaving a message.
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Transferring - Allows operators to switch, by putting the customer through from one to another, without disconnecting or erasing chat's history.
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Auto-invitation - Auto-invitation is an option that enables setting time parametres. The customer will automatically be invited to the chat according to these. Defining the time of the client`s presence on the website until the invitation appears is unlimited.
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Customer's details - Collecting customer's details, such as mostly visited websites, time and numbers of visits or numbers of chats with operators.
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Chat history - Quick and easy viewing all the previous conversations with the customer.
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Send a link - Easy way to send a customer any website's address .
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The knowledge database - Database of frequently asked questions, with adjusted ready answers allows to pick them up from the list and simply paste into the chatting window.
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Conference - Inter-operator communication - Operators communicate with each other, send details and share their knowledge.
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The communicator - Those operators who don't need to keep on tracking their customers on-line activity, may easily switch into the communicator mode and simply stand by, waiting for any query.
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Desktop remote access - On-line help by remote access into customer's desktop, to solve the problem immediately.
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Communication with other IM communicators - Due to the integration of various types of IM communicators, the operators can serve the customers who use their own favorite software. Centralised service and chat history enable efficient usage of this popular way of communication.
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Monitoring - real-time customer monitoring lets us collect informaton about the customer`s activity. (which sites he visits most often, how many times did he visit the site and contact an operator)
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Chat invitation - Operator can offer his service at any time.
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Contacts organization - In case of many visitors at the same time, operator - for his own convenience- can sort contacts, listing them by groups and status.
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Sending files - Sending files, documents, graphics, charts, pricelists, etc. , surfing with the customer through the entire service .
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Dual service browsing - Allows the operator viewing the customer's browser, open websites for him and browse them.
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Operator's pictures - By applying a photo of the operator into the chatting window, the conversation becomes more realistic, and establishes closer relations with the customer.
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Filtering the list of customers - In case of too large number of customers at the same time on the website, operator may easily sort and filter them. |
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Live Chat Help
an online consultant
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Free download
14-days trial version
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Order full version
of Contact Center 5.1
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