WhosOn

Just a click away from your customers

You wouldn't ignore a shop visitor walking up to your counter. So don't ignore one browsing your website. WhosOn live chat powers quick, convenient communications between brand and web visitor, complete with a handy range of features.

Let's look at some of those chat features more closely.

Chat surveys

Pre-chat survey, to gather valuable customer data and give relevant support
Post-chat survey, to ascertain service quality and satisfaction
Reports on post-chat survey fields, to collate and capitalise on insights

Canned responses

Automatic keyword detection, to speed up response windows
Ready-made answers launched within the chat window, to eliminate manual re-typing
Categorised, access-controlled canned responses, to suit each user’s needs

Speed chat

Predictive text, to send the most relevant recent response within 3 strokes of the keyboard
Recommended chat answers, to reply intuitively and immediately
Preset messages, to insert a personalised greeting with a single click

Chat mood

Recognition of emotive words, to ascertain user satisfaction
Visual mood indicators, to display chat mood to the agent quickly and clearly
Inbuilt emoji pack, to convey feeling at a click

Chat translation

Automatic language detection, to improve the customer journey
Live, two-way language translation, to remove communication barriers
Support for 60 languages, to open your website to the world

Stacked chat

Strikingly original chat window for your website, to chat in style
Messages stacked in a stylish, scrollable box display, to wow web users
Customisable chat appearance, to match the client to the look and feel of your website

Missed chat handling

Retention of missed chat requests, to track usage
Session information stored, to capture lost leads
Easy follow-up option, to reply via email without leaving WhosOn

File upload

Send files back and forth in real-time, to prevent channel disruption
All common file formats accepted, to share information quickly and efficiently
Live document verification, to reduce cost and resource

Dynamic invites

Automatically issue chat invitations, to offer proactive service
Create triggers based on site activity, to launch chats at opportune moments
Send invites based on user details, to provide a personalised experience

Customer history

Recognise return chat users, to greet digital customers like old friends
Display existing chat histories, to prevent reintroductions and repetition
Pull in relevant CRM data, to have account information instantly to hand

Chat preview

See what the user is typing as they type, to gain insights on the chat and the customer
Preview chat content before the customer hits ‘send’, to respond with speed and accuracy
Flag confrontational or inappropriate language, to prevent issues before they arise

Availability schedules

Automatically remove chat options out of office hours, to manage customer expectations
Surface an “offline” button when all agents are unavailable, to prevent lengthy waits
Set a standard leave message or call back option, to keep communication channels open