Real-time chat
Allow web site visitors to chat with customer service agents online and in real-time.
Benefit: No more waiting, for minutes, hours, or even days for a response
to an immediate question.
Visitor Monitoring
Agents can be notified when a visitor arrives on their site. The agent can view
the site path of the visitor, the current page the visitor is browsing and additional
visitor information.
Benefits: You have the ability to communicate with every customer that
comes to your site just as you would greet a customer that walked in your store.
You can also track where they came from and how they got to your site allowing you
to spend more money on the search engines and keywords that are bringing you the
most visitors.
Multiple Agents on a Call
Multiple agents can assist the visitor at the same time.
Benefit: No question will ever go unanswered.
Customizable Interface
The chat window and buttons can be customized with your logo for a more integrated
look on your web site.
Benefits: The chat window can be customized to anything the customer requests.
Web Collaboration
Agents no longer have to send links to web pages as they once did. Customer service
representatives can actually "push" a URL to a visitor so that the web
page will appear on their computer while they're chatting.
Benefits: Visitors can view pages specified by the agent without typing
the URL.
Agent Chat Room
Customer service representatives can speak with each other while speaking with customers.
This allows agents to collaborate quickly with other agents and find answers to
questions.
Benefits: Agents can collaborate quickly with other agents to find answers
to questions quickly. This allows calls to be resolved without transferring the
call to another agent.
Notifications
Agents can be notified several ways when a visitor enters the site, requests a chat
and sends a message. Notifications include sound, popup windows, flashing icons
and other options.
Benefits: With multiple options to be notified you are able to choose the
best one for you ensuring that a call is never missed.
Common Phrases
The agent can pick from a personal (and editable) list of phrases that he or she
may use quickly and easily when speaking with a visitor.
Benefits: Having common answers at your fingertips can assist in making
the conversation successful.
E-mail Integration
Send e-mail to other agents or the customer quickly and easily.
Call Transfer
If an agent is faced with a question that he or she knows is better suited to another
agent, the call can be transferred easily with the click of a button.
Benefits: If an agent is faced with a question that he or she knows is
better suited to another agent transferring is as easy as clicking the transfer
button.
Spell checking as you type
The agent can check the spelling of text before sending it. The text can be optionally
spell checked as the agent is typing.
Benefits: Agents can write with confidence knowing that their spelling
is being checked as they type.
Pro-Active Initiation
Agents can invite a visitor to chat or automatically open a chat window.
Benefits: Agents don’t have to wait for visitors to ask for help.
If an agent feels the visitor might need help, the agent can ask the visitor if
they need assistance.
Supervisor Monitoring
Supervisors can view visitors and monitor chats in real-time.
Benefits: Supervisors can monitor agent conversations and transcripts to
ensure high quality interactions. Supervisors can also assist agents with conversations.
Agent Images
A picture of the agent handling the call can be displayed on the visitor's chat
window.
Benefit: Reminds the customers that they are talking to a real
person.
Online/Offline Indication
The chat button will change state indicating if agents are available to accept calls.
Benefits: If you leave your desk and forget to log out, your status will
automatically change to away and visitors can leave a message... so you never miss
a call.
Integrated Web Browsing
Quick and easy integrated web browser within the interface. Agents can look up answers
on their intranet or even on the Internet from within CustomerReach.
Benefits: Ensures quick response time because you never have to leave CustomerReach.
Call Reporting
Managers can view call histories that include call time, transcript, etc.
The Benefit: This reporting tools will allow managers to see what types
of questions are being asked and make adjustments to curtail future questions of
the same type.
Accept Multiple Calls
There is no limit on the number of calls agents can accept.
Benefits: Agents can handle multiple calls at once increasing their productivity.
Typing Indicator
The agent can see when the visitor is typing and the visitor can see when the agent
is typing.
Benefits: Helps facilitate smooth conversations.
Easy-to-use Interface
Interface without clutter. Tabbed interface to quickly handle multiple calls and
access resources for answering questions.
Benefits: Find functions quickly and easily in a sleek clean environment.
Plug-In Architecture
The system is designed to allow third parties to easily add components to make CustomerReach
even more powerful, flexible and easy-to-use than it is now.
Geolocation
Enables you to identify the location of your visitors.
Benefits: Enhance cross selling and up selling opportunities. Also helps
to prevent fraudulent transactions.
Time stamps
Keep track of visitor wait times.
Benefits: Adding time stamps to chat conversations gives you an accurate
way to monitor response time.
|