Take a Quick Tour

Discover all WhosOn features

Intelligent targeting for a personalized experience. Dynamically invite visitors to a chat with a personalized message based on their predicted requirements.

Create rules and triggers - based on visitor behavior - with specific actions allowing you to segment visitors into categories such as; geographic location and repeat visits. Prospect detection and dynamic invites based on visitor need will drive conversion and satisfaction.

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Through a single client you can monitor multiple sites and take chats from them. No need for multiple windows – see all your sites and all your chats in one place. Alternatively, limit the sites dependant on agent skill set or department.

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Agents can see in real-time who is on the site, and who needs help. For example, you can see a visitor has been on a checkout page for 2 minutes without progressing, or who has been looking at the same question in your FAQ for 5 minutes.

WhosOn software allows you to track and then engage that visitor to offer assistance and convert them to a customer.

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Track visitors based on the campaign that they used to find your site such as PPC, email newsletter, social media or any source where you have used a tracking code. You can create real-time 'Alerts' for each campaign and you can view historical analysis reports.

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In addition to a default invite image, any number of dynamic invites can be created against monitored sites. Each dynamic invite can have its own imagery and movement on properties.

This feature allows you to optimize special offers and is useful for invites that are related to products, services or sections of your site.

Detect a visitor’s location, GEO IP including organization name where available, through to browser and operating system. All the visitor details you need in one place.

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Canned responses allow agents to quickly insert a pre written piece of text into a chat. This could be in the form of a pre written introduction, a special offer or an answer to a frequently asked question. Canned responses can be categorized for ease of use by site, department or type of enquiry.

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Track and see visitor details such as; location, organization and IP address.

See new and returning visitors and engage with those of interest targeting industry specific visitors or by geographic location to improve productivity and ROI.

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Use customizable pre-chat surveys to collect information and perform skill based routing.

Use post-chat surveys to find out how well your operators are reporting and to judge the service satisfaction levels.

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Both visitor and operator is able to upload files to share. Most file formats are acceptable and this allows you to gather information quickly and efficiently.

Also used for live document verification, this allows the user to upload documentation instantaneously and an advisor to authenticate it, reducing resources and costs and improving the overall online journey.

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Technology used for conducting audio and video interaction in real time. It builds trust within the user. This option can be segmented and used for only high profile customers, or frequent customers.

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Real time translation allows operators and visitors to chat to each other in different languages. WhosOn will translate the chat text in both directions and can translate over 45 languages. Real time translation is an optional premium feature.

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Chat Management entails all of the options available to agents to manage their chats and receive support. An agent can request monitoring of a troublesome or technical chat, and a manager can whisper answers to the agent or take control of the chat. Agents can also transfer a chat to a different team or agent as needed.

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Displays a variety of Summary information for each day in relation to the site. Contains totals for: Visits, New Visitors, Prospects, Customers, Alerts free, Alerts Paid, Views, Invites, Chats, Missed Chats, Peak Visits and Peak Visit Time.

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As with Daily summaries the automated monthly reports will give you detailed analysis on: Visits, New Visitors, Prospects, Customers, Alerts free, Alerts Paid, Views, Invites, Chats, Missed Chats, Peak Visits, and Peak Visit Time.

Charts and graphs are also available to allow further visual reporting and can be scheduled to send via email to selected groups.

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Analyze your traffic by visitor and drill down into your own client base to understand where your traffic is coming from. Analyze cold spots and increase your marketing to target new prospects.

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There are 80 static reports which can be utilized and pulled upon but you can also custom build your own reports (installable option) or request reports to be built for you (hosted option). These can detail anything you like and compare statistics side by side for easy analysis.

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Visits lists allows you to intelligently segment visitors how you want. For example you could segment customers by marketing campaign, location, pages visited, visitor behavior etc.

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Live chat sessions can be escalated to the ticketing system. Tickets can include any number of custom fields and attachments. Ticket responses can be automatically delivered to customers via threaded email for confirmation of chat. This feature also includes automated skills based ticket distribution.

If you have Email2DB tickets can also be created manually, via a web based form and imported directly from emails.

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Integrate with your knowledge base to allow agents or managers to send a chat transcript, or part of a chat transcript straight to your knowledge base to be shared with others – with just a click of a button.

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Assist visitors with their browsing. See what your visitor sees and what actions he takes. User problems can be predicted to help prevent them leaving your site.

Analyze the surfing habits of visitors, see page views and time on page. Real time data will allow you to optimize your site. Visitors can also authorize to give you remote desktop control. See benefit on next slide.

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During live chat sessions you can offer your visitor the option of a full remote desktop sharing session. You can see and control the visitor’s desktop, help and complete checkout forms or help with any PC or software related problems.

Improve customer experience and retention with this feature and save on lengthy phone calls.

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Set agent chat schedules in the client to ensure you have sufficient coverage, change available canned responses, and create skill set groups for routing chats.

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See both operator and visitor chat sessions in real time. Send ‘whisper’ or private messages to the operator to help them respond or correct a response.

This is a useful tool for managers or admins to use for training purposes.

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Over 80 reports summering visitor and agent activity over a defined period of time. Reports can be exported or emailed to management as required and customized reports can be built to your requirements.

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Skills based chat routing enables chat requests to be sent to the correct operators by matching the skills of the chat request to the skills provided by operators.

For each monitored site, create an unlimited number of skill selection rules, these will define how chat requests and visitors are matched to skills.

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Hold or join group chats with other users of the WhosOn client in the same way you would chat to a visitor. Using chat rooms for information can help users answer visitor questions quickly. Upload and share files of interest with other users.

This feature allows operators to share news and suggested improvements or discuss chat topics and can be monitored by managers.

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Save your operators time typing by pre-loading fixed responses where suitable. These can be welcome messages or questions to help the operator identify the visitor’s needs.

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