WhosOn - Comprehensive Live Chat Help Desk & Online Ticketing System

Every ticket a triumph

WhosOn isn’t just a live chat solution. It’s also a nifty piece of help desk software, complete with an online ticketing system that’s packed with features.

Chat queues

Inbuilt queuing system, to display the number of pending chats and their wait length times
Automated queue messages, to keep the user informed
Customisable settings, to set queue limits based on agent availability

Ticketing

Escalate live chats to a ticketing system, to respond to issues immediately
Include any number of custom fields and attachments, to reach a speedy solution
Automatic ticket distribution, to optimise agent efficiency

*Ticketing currently only available in classic version

Chat routing

Automatic chat routing, to send the request to the agent best equipped to respond
Create unlimited selection rules, to define how chats are matched to skills
Backup routing rules, to ensure that no chat is ignored during busy periods

Rapid response

Tab to switch to the longest waiting chat, to manage queues effectively
Green, amber and red colour coding, to view chat priority legibly and logically
Intuitive canned response, to offer a bank of suitable answers at speed

Follow page

Screen-share with customers, to predict user problems and avoid abandonment
Follow users on their site journey, to nip potential issues in the bud
Assist visitors with their sessions, to take a proactive approach to web support

Remote desktop control

Control the visitor’s desktop, to assist with complex requests efficiently
Help with and complete forms, to improve customer experience and retention
Solve technical difficulties directly, to save on lengthy phone calls

Knowledge base integration

Sync chat transcripts with your knowledge base, to keep expertise accessible
Send chat content at the click of a button, to store information in a central portal
Reuse relevant support from chat sessions, to keep enriching your knowledge base

Operator to operator chat

Internal chat functionality, to encourage team collaboration
Create specific chat rooms or groups, to share information and ideas
Send files to colleagues via chat, to enable quick, seamless company comms

Call to chat

Invite waiting callers to send a chat via your IVR system, to prevent lengthy hold times
Launch a mobile chat through a simple IVR re-route, to offer immediate assistance
Switch more calls into chat sessions, to optimise call centre resources