| Features
Real
Time Chat :
visitors can chat in real time with your representatives.
Chat
Window customization: you can personalize your
popup window to suit your corporate look and feel using
your own logos, banners or any graphic you like.
Customizable
eLiveService button with Online/Offline notification:
you can configure the eLiveService button on your
web site so that it displays differently whether there
are operators online or whether they are all offline.
Offline Link (1 - 2): you can configure the
way for visitors to contact you when they click on
the eLiveService button while no operator is online
: they can be either rerouted to a web page that contains
a contact form or contact information page, or they
will see a window of their favorite messaging software
open directly onscreen.
Chat Transcript Forwarding: Operators
can e-mail visitors the transcript of their chat conversation.
Or transcripts can send it to other employees or managers.
For instance transcripts could be sent to department
managers for billing issues or to the person in charge
of maintaining and updating the knowledge base within
your company.
Kick User: enables operators to disconnect
undesirable visitors from the wiating Room or while
a chat session.
Save Transcript: enables operators to
save the transcript of a chat session.
Web
Page Push : operators can push the web page visitors
are looking for and this page will automatically pop
up on the visitor's screen.
View Tracking
Information and Profile : Operators have instant
access to a profile of the visitor containing computer
information and pages visited.
Knowledge
Base and Canned Answers: Operators can search and
use a shared Knowledge Base to find canned answers,
useful URLs and more. It only takes one click to add
the contents to the chat window, which decreases the
response time to visitors.
Call Transfer: operators can transfer a visitor to other operators
in real time when needed: for example a sales assistant
can transfer a call to a technical support operator
or to a sales manager.
Chat Room Manager: operators can quickly
take visitors out of the waiting room and easily handle
several calls simultaneously. Operators can answer one
question, switch to another chat room to handle another
call, and be alerted thanks to a red blinking tab as
soon as previous visitors are sending new messages in
the room.
Incoming
Message Alert: Operators do not need to stare at
their application window when there is no visitor in
the waiting room. They can minimize their Operator Console
window and work on other tasks. A red alert window pops
up at the bottom right of their computer screen along
with a beep sound to alert them of new incoming messages
in the Waiting Room. If a message has been published
in the Operator Room, a green toast window displays.
Dedicated
Operator Room: Operators can talk with other operators
and hold staff meetings in a dedicated room that displays
by default on the Operator Console. All operator messages
display on the transcript zone.
Operator Private Talks: Operators may
also chat with other operators in private.
Web
based and Hosted Administration Console: The eliveservice
Administration Console is hosted directly on www.eliveservice.com
and therefore accessible from anywhere using a web browser.
All you need to do is click "My Account" on
the website and log into the console in order to:
- Create/edit accounts for your operators
- Configure the interface of your visitors
- Configure and generate code for your eLiveService
button
- Update your eLiveService subscription
|
