Learn more about our innovative customer engagement solution.

CHAT TRACK ENGAGE





CHAT




Customers can engage with you in real-time at any point whilst exploring your website, using the chat button (which you can choose to implement on all or just specific webpages).
The ultimate in personalisation – chat to customers face to face with your customers using our built-in video chat feature.
Our file upload feature is particularly popular with industries such as financial services, as it allows instant access to documentation that may need verifying – which otherwise would require channel disruption.
Pro-actively invite your customers to chat with an invite designed using offers, discounts, marketing material and more – totally personalised to that individual.
Your customers will be able to print, save or have their transcript emailed to them at the end of the chat session. This allows them to use it for reference, rather than having to make notes, screenshot or return to the chat to ask the same question they have asked previously.





Choose your operating system

Focus on chats

The chat focus feature is a great way to overview all open and pending chats. From here you can see how long a visitor has waited to speak to an operator, what department they need to be directed to and where they are located - all in a clear, concise layout.


Agent View

Intelligent keyword based canned responses allow agents to quickly insert a pre-written piece of text, tailored around what the visitor says; this could include an introduction, special offer, or an answer to an FAQ.
Chat translation allows both customer and agent to chat in different languages – with WhosOn currently holding the capability to automatically translate into 42 languages.
Use pre-chat surveys to collect information about your customer and perform skill based routing, and then use post-chat surveys to judge service satisfaction levels and learn how well your individual operators are performing.
See and control your customer’s desktop, in order to assist with any software, PC or other related issues. This feature allows you to save on time and resource, such as lengthy phone calls.

Manager View

Directly raise a support ticket from a Live Chat session, including contact details and chat transcript, and route the ticket via skill based distribution. Create a Knowledge Base from a chat to boost self-service.
Set your agents chat schedules in the client to ensure that you have sufficient coverage and to support effective organisation of the solution to optimise its capabilities.
Match chat request dependent upon the nature of its requirements and the skills of your agents. For each of your monitored sites, you can create an unlimited amount of skill selection rules, defining how customers are matched to agents and their skills.
See both customer and agents chat in real-time – with the ability to send ‘whisper’ or private messages to the agent to help them respond, or correct a response. Useful for admins and/or training purposes.
Automatically create leads in your CRM from Live Chats. Chat transcripts, contact details, call back requests and prospects can be sent directly to a CRM. WhosOn can also pull customer information from a CRM so that an agent has all the previous history of a customer.

Focus on chats

The chat focus feature is a great way to overview all open and pending chats. From here you can see how long a visitor has waited to speak to an operator, what department they need to be directed to and where they are located - all in a clear, concise layout.


Agent View

Canned responses allow agents to quickly insert a pre-written piece of text into a chat, such as an introduction, special offer or an answer to a frequently asked question.
Chat translation allows both customer and agent to chat in different languages – with WhosOn currently holding the capability to automatically translate into 42 languages.
Use pre-chat surveys to collect information about your customer and perform skill based routing, and then use post-chat surveys to judge service satisfaction levels and learn how well your individual operators are performing.
See and control your customer’s desktop, in order to assist with any software, PC or other related issues. This feature allows you to save on time and resource, such as lengthy phone calls.

Manager View

Directly raise a support ticket from a Live Chat session, including contact details and chat transcript, and route the ticket via skill based distribution. Create a Knowledge Base from a chat to boost self-service.
Set your agents chat schedules in the client to ensure that you have sufficient coverage and to support effective organisation of the solution to optimise its capabilities.
Match chat request dependent upon the nature of its requirements and the skills of your agents. For each of your monitored sites, you can create an unlimited amount of skill selection rules, defining how customers are matched to agents and their skills.
See both customer and agents chat in real-time – with the ability to send ‘whisper’ or private messages to the agent to help them respond, or correct a response. Useful for admins and/or training purposes.
Automatically create leads in your CRM from Live Chats. Chat transcripts, contact details, call back requests and prospects can be sent directly to a CRM. WhosOn can also pull customer information from a CRM so that an agent has all the previous history of a customer.