WhosOn features

Enjoy the advantages of an advanced live chat feature set. WhosOn offers everything your managers, your operators and your website visitors could ever need for a great experience.

AI

  • Smart auto-text suggestions, so operators can reply without typing
  • Live chat mood indicators, to gauge chat urgency at a glance
  • Sentiment analysis algorithms, to calculate customer satisfaction
  • AI-powered chat summaries, for instant abstracts of all customer support interactions
  • Pre-set greetings and predictive text, to speed operator handling times

Chatbot

  • Integrations into major bot frameworks, to plug the best bot into a feature-rich chat service
  • Bot monitoring capabilities, to ensure smooth service and prevent potential issues
  • Bot management options, so the bot can be subject to rules, hours, and skills assignment
  • Seamless transfers between bot and operator, for a maximum efficiency tag-team
  • Bot analytics, to track performance, stream data to dashboards, and pull reports

Security

  • Encrypted conversations established over secure connections, to protect at every touchpoint
  • Data retention control, for full chat deletion or secure storage as required
  • Intrusion prevention, so brute force attacks don’t work against WhosOn
  • Whitelist and blacklist options for countries, users and IPs, to control access to WhosOn
  • PCI / PII masking, so sensitive chat data remains private and regulation compliant

Multi-platform

  • Video chat, to give face to face service online
  • Omnichannel calling, to switch channel from chat to call without leaving WhosOn
  • Chat to email, to easily continue or reengage chat conversations at opportune times
  • Chat app, so operators can take chat requests on the go and connect away from the desk
  • Mobile chat, so website visitors can engage regardless of their device

Help desk

  • Real-time chat translation, to chat to customers and prospects in over 100 languages
  • Skills based chat routing, so chats automatically go to the operator best-placed to help
  • Remote desktop control, to assist with complex requests quickly and efficiently
  • File upload, to send necessary files back and forth without channel disruption
  • Follow page, to see what your user sees and take a proactive approach to web support

Management

  • Operator management, to set schedules, assign skills and permissions, and create groups
  • Chat monitoring, either discreetly or at the request of an operator, to track service provision
  • Send private ‘whisper’ messages, to coach operators and help with responses
  • Supervisor takeover option, for tidy, timely chat escalation
  • Issue broadcast messages, to save time when sharing memos, alerts or important updates

Analytics

  • Site entry alerts, to identify opportunities and segment visit ors based on first referrer
  • Live visitor tracking, to watch as each journey unfolds and analyse surfing habits
  • IP look ups for companies and locations, to pinpoint and profile your web prospects
  • Prospect detection, to separate visitors from leads based on triggers
  • Web traffic reports, spanning data on new visitors, total visitors and page views

Chat reporting

  • Performance dashboards, for a quick way to digest your chat data and measure success
  • In-client charts, to keep tabs on your main metrics without launching a separate report
  • 80 out of the box live chat reports, to see granular detail as well as quantitative overviews
  • External database uploads, for custom data manipulation and reporting via third-party tools
  • Operator reports, for in-depth data on user activity while logged into WhosOn

Integrations

  • Reply to Messenger queries from WhosOn, for unified messages and fast responses
  • Push-pull chat data between WhosOn and your CRM, for rapidly synced systems
  • Add appointments to your Office calendar during chats, to optimise task organisation
  • Archive chats into Azure Cosmos, to reduce demand on your local database
  • Sync WhosOn with Google Analytics and Tag Manager, to enhance your web insights

Agent tools

  • Customer chat history, for informed chat sessions without repetition
  • Visitor typing previews, for an early advantage in detecting the visitor’s mood and need
  • Canned responses with support for attachments, to send lengthy info in a click
  • Dynamic forms, to smoothly acquire in-chat data in a structured format
  • Both pre and post chat surveys, to inform and improve support

Start scoping your chat project

Before we start work on your chat project, we need to take the time to understand your business and its goals. Then, we can recommend next steps, start planning any custom work and get you set up with a free trial.