Customer chat history

The last thing you want to type in a live chat session is: “Sorry – what were we discussing?” Those kind of questions are embarrassing for agents, and annoying for the customer.
Your customers want prompt, personalised service – without repetitive explanations. So, WhosOn offers a helpful customer chat history feature. With customer chat history, you can:
• Recognise return chat users, with a complete history of their site visits
• Identify customer status by viewing all the user’s previous chat sessions
• Pull in customer CRM data, to have relevant account information to hand
• Pick up the chat where you left off, for a smooth, seamless experience
• Prevent messy reintroductions, with informed, personalised support right away
Help desk
- Agent availability
- Backup chat routing
- Chat queues
- Customer chat history
- File upload
- Follow page
- Real-time chat translation
- Remote desktop control
- Skills based chat routing
Engagement
- Click to call back
- Dynamic chat invitations
- Dynamic fields
- Dynamic window launching
- Missed chat
- Offline messages
- Post-chat survey
- Pre-chat survey
Agent tools
- Agent experience tools
- Canned responses
- Chat alerts
- Chat preview
- Chat transcripts
- Concurrent chats
- Distraction-free chat
- Email and hyperlink recognition
- Internal chat
- Live chat spell checker
- Speed chat
Reporting
Analytics
- Campaign management
- Live visitor tracking
- Prospect detection
- Site entry alerts
- Tailored CX
- Visitor segmentation
AI
- Auto-text
- Chat mood
- Chat summaries
- Pre-set messages
- Sentiment analysis
- Sentiment training
- Suggested response
Management
- Agent activity logs
- Agent segmentation
- Audit history
- Auto-discover
- Availability schedules
- Broadcast messages
- Chat allocation
- Chat monitoring
- Chat transfers
- Multi-site management
- Performance dashboards
- Role-based permissions
- Rule-based routing
- Supervisor intervention
Customisation
Multi-platform
Security
Chatbot
Integrations
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