23 April 2019
The Dictionary of Click4Assistance’s Solution Part 2
Last month we summarised our definitions for many of the features included within our solution. This month we continue with our second part.
If further information is available across our website a link has been included below.
Live Chat – Instant communication channel that provides a direct connection between an advisor and website visitor, where they can converse via text based messaging.
Location – view where your website visitors are based using their IP address.
Meeting Rooms – Present a digital text based meeting for multiple participants to attend from any location. Hold Q and A sessions, product launches, discussion groups etc.
My Hub- An area for your users to leave feedback, which is sent to Click4Assistance. Keep up to date with the latest information and releases.
Offline Request – When your agents are unavailable present an offline form that requests the visitors details, allowing you to never miss out on a opportunity.
Prechat – Collect the visitor’s details before a chat has started allowing your advisors to identify the enquirer quickly. The form can also be used to gain an understanding of what their enquiry regards.
Predefined Replies – A library of pre-agreed answers to frequently asked questions, increasing speed and accuracy of the responses.
Proactive- Send an invite to chat, call, request information, by automatically presenting an image to the visitor after a certain amount of time and/or when they have browsed a specific page.
Promotions – Display an image containing important information or latest offers on your website after a certain amount of time or on specific pages, that automatically redirects the visitor when they click.
Prospect – Automatically or manually build a profile for your website visitors when they interact with your website, and be notified when they return.
Queuing – For high volumes of chat, instead of showing the offline form or hiding the button, queuing can be used to hold visitors until an advisor is available to chat.
Reactive – Place a button on your website that when clicked by your visitor launches a chat, call, request for information etc.
Reporting – Provides summarised data and in-depth analysis into your text based communication operations.
Restricted Entries –Prevent certain words or a sequence of numbers (such as a credit card or account number) from being transmitted within chat, ensuring no sensitive or obscene information is shared.
smartContact – Request any type of information, in any design you require whenever you like. You can control what is displayed from within the software without the need to include a web developer.
Storing Chats – Manually close chats when they have ended, or set up rules for the system to automatically store the chats.
Surveys – Request instant feedback after a chat has finished, to help gather visitors’ opinions on the service and agents performance, enabling you to identify areas for improvement.
Training Room – An internal chat that allows you to converse with all available operators, or privately chat with a specific colleague.
Transfer – Handover chats to available colleagues when their department or expertise is required.
User Control – Supervisors can oversee operators’ availability, switching them to unavailable if they are away from their desk or log them out completely if needed.
Voice to Text – Transfer spoken words to text communication for ease of accessibility.
Video Chat - Live video streaming with face to face and voice communications between your advisors and website visitors, with 1 or 2 way stream.
Welcome Text – What the system message displays when a chat is initiated. This should be used to welcome the visitor, notifying them they have been connected and an advisor will be with them shortly.
This article and the previously part has covered the more common and prominent features within the Click4Assistance solution. For more information about any of the functionality contact our team on 01268 524628 or email firstname.lastname@example.org.