Real-Time Customer Monitoring and Tracking ...
Of shoppers as they enter, browse and buy in your store. You can see their current page location and their tracks through your store. You also have immediate access to any previous visits and chats. This information helps you serve your customers more effectively.
- Co-Browse to View Visitor's Location on Your Site
- Website Visitor Monitoring
- Current URL, Landing Page, Visit History Tracking
- Instant Access to All Previous Chats
- Auto-Linking to Previous Visits
A Simple-To-Use Chat Tool ...
Where you can interact with shoppers using text, canned messages, images, and even web pages - as if walking them through your store.
- Agent and Visitor "Typing Indicator"
- Spell Check with "Auto-Correct"
- Canned Messages for Speed and Consistency
- Organize Canned Messages by Folders
- "Push Page" to Push Customer Browsers to a Page
- Drag/Drop Insert Web Images into Chats
- Customer Visit and Chat Tracking
- Current URL, Landing Page, Visit History Tracking
- Auto-Linking to Previous Visits
Flexible Chat Buttons ...
Whose look & feel can be configured to fit your website's logo, colors, and fonts. They can be programmed to switch to "Away" and or "Leave a Message" during off-hours. You can even ask the shopper to enter their question when they initiate the chat.
- Gallery of Live Chat Buttons
- Have Chat Buttons Switch to "Away" During Off-Hours
- "Leave a message" Option When You are Away
- Customize with Your Logo, Colors, Fonts
- Customizable Pre-Chat Survey
- Control Chat Button Availability by Business Hours
- Not Blocked by Pop-Up Blockers
Proactive Chat Automation ...
... the ability to automatically "Meet & Greet" your shoppers when they arrive at your store. You can also automatically invite them to chat whenever they browse your store in a specific manner. The rules are flexible and can be configured to create your ideal shopping experience for your customers.
- Automated Rules-Based Invitation to Chat
- Custom Invitation Types (Image, Dynamic Chat Window)
Teamwork Tools ...
... enables you and your team to help each other take care of your customers in real-time. While to chat with a customer, you are able to enlist the help of others who may be able to help you help your customer. You can even transfer the chat session to another member of your team when appropriate.
- Operator to Operator IM (Discussion)
- Reassign/Transfer Chat Ownership
Performance Reporting ...
... enables you and your team to provide proactive sales & customer service to the shoppers and customers, it also provides multiple views into the performance of your operation. You get information where and how your traffic is finding your store. Once it arrives, you can see how much converts into sales. You also get reports about the delivery of your service to you customers and the performance of each of those providing customer service.
- Reports - Agent Productivity, Survey Results
- Geo-Location of Visitor's Country, State, and City
- Conversion Tracking Module
- Conversion Reports Link PPC Keywords to Conversions
- Chat and Operator Activity and Productivity Reports
- Service Level Analysis (SLA) Reports