Is live chat the only thing I can do with Contact Center?
Well, of course chat is not the only thing that Contact Center offers to you. Below we have prepared a short list of it’s functionalities. Also, to make it easier, we have separated them into customer’s and operator’s views.
Please select functionalities you are interested in:
Customer’s features
Placing live chat software on website creates easy and comfortable communication channel for visitors. Here you can find some information about functionalities offered by Contact Center.
Live chat with the operator
A direct chat with the operator with the web communicator. Enables the sales person to get in touch with the customers and identify their needs.
Active invitation
A graphic element indicating that there is an operator willing to help a customer.
Chat button
A button to establish a chat with the operator. In case of no available operator the customer can leave a message. The button can be customized so it will match the layout of the company web site.
‘Leave a message’ form
In case there are no operators online the customer can leave a message using a form.
Save or send chat transcript
Customer has a possibility to save or send chat transcript to any email.
Operator’s features
Except features for website visitors, live chat software has got a wide range of unique features for operators. With them, live support software will help you keep customer on your website, guide him through and help them pick the right service or product.
Callback
Use callback functionality to improve your relations with customers and provide additional communication channel. Customer can send you information with a callback request.
Customizable chat window graphic
Easy to customize customer’s chat window with a place for company’s logo. Ready to use chat window templates.
Conference mode
Application allows to live chat with more than one person. Conference mode allows to establish chat not only with operators, but with customers as well.
Google Analytics integration
Integrate LIVECHAT Contact Center with Google Analytics to see chat conversion rate.
Geolocation
You are able to see where your vistors are from. You get information about their country, region and city. Not enough? You get even their natonal flag and localization in google Maps.
File sharing/sending
Possibility of sending documents (for example pricing lists, specifications, catalogs).
Sending links
The operator can send links and accompany the customer through the every step of sales process.
Remote desktop
With a customer acknowledgement the operator can take over the customer’s desktop and diagnose or make changes in the configuration.
Operator’s activity statistics
Generates reports and diagrams for a specific operator about the number of chats, invitations or time spent with the customer.
Internal communication
The operators can communicate between themselves using built-in instant messenger.
Chat with the customer
The operators can chat with multiple customers at the same time. The application itself does not limit the number of simultaneous chats for a single operator.
Traffic monitoring
Enables observing the web site traffic in real-time. Allows users gathering information about customers- where on the web site they spent most of their time, which page they visit most often and how many times have they visited each page.
Invite the customer to chat
With this feature the operator can invite the customers to chat, provide live support and offer them live help.
Personal invitation
Feature allows the operator to personalize invitation. This means that invitation message to each client could be typed by any operator.
Customer information panel
The complete customer’s information is displayed in one place. It contains i.e. last visit’s duration, number of chats and viewed pages.
Chat transcript
Browsing the chat history gives a quick insight into the chats that customer have had with operators in the past. With this feature any operator can continue the chat without asking the customer about the details again.
Customer transferring
This feature enables transferring the customer to a different operator without disconnecting. The customer is being transferred with the established chat so that the other operator can quickly diagnose the problem.
Predefined answers
Feature that reduces time amount needed for the operator reply to a standard question. With a few clicks operator can paste pre-defined answers or web site addresses.
Add panel
Feature that allows to add panels to Contact Center application. Depending on users needs it is possible to add websites or complex web applications.