Click4Assistance Provide Flexibility to Contact Centres

The UK live chat website software provider has been working closely with the contact centre industry to offer a full omni-channel experience by developing software with an unrivalled level of flexibility.

We understand that clients’ level of coverage requirements can vary. Therefore, the Click4Assistance solution is completely adaptable to handle virtual receptionist, lead generation or full service enquiries, regardless of whether a bureau or dedicated team are assigned to the client for overflow, fully managed or set times.

• Virtual receptionist – Gather the visitors details during the chat session for the client to call back
• Lead generation – answer sale type enquiries and gather contact details
• Full service – client trains the team to handle in depth complex questions as if they were their own agents

All enquiries can be emailed from within the solution straight to the client’s authorised email address(es).

How It Works

The solution allows each client to have their own account. Using the system’s advanced routing your customers’ chats are diverted to your contact centre account based on your requirements. Allowing each client to have an account enables their brand to be fully represented, providing a more seamless experience for the website visitor.

A client can handle their own chats and when all of their agents are unavailable the enquiries divert to the contact centre to handle accordingly. Alternatively, the centre may be handling chats full time on behalf of the client. It is easy to switch between the coverage your client requires.

When a chat is initiated from a client's website, the agent can identify which account the enquiry is for within the chat list . This is useful to bureau advisors to detect whose services/products they need to discuss or for dedicated teams to see if they need to take an enquiry (if other client chats aren’t isolated from view – permissions permitting).

The agent will also be able to see on the chat window which website live chat the visitor is enquiring from. This has been colour coded as well for easy identification when switching between enquiries.

Agents can view the client details at any time during a chat. This displays the account name, primary contact and any other pertinenet information you wish to add that will aid them with answering the visitor as the client’s own representatives would.

During a conversation, the advisor has access to a library of Predefined Replies; these are pre-agreed answers to frequently asked questions. The replies can be organised into folders allowing contact centres to differentiate between client responses.  Each folder can be assigned to the relevant clients domain, which means the correct responses are streamlined and displayed automatically helping agents to provide answers quickly and accurately.

Once a chat has concluded, they are stored by the advisor who categorises the reason and outcome of the chat. These are fully customisable, therefore a contact centre can organise them by client and/or add their own categories to ensure reports provides the information they really need.

Reporting Capabilities and Security Protocols

The Click4Assistance solution includes a comprehensive management information and reporting suite, which is great for both operational and billing purposes. Vital data such as agent performance and advanced reporting can be displayed via our wallboards allowing real-time management of overall service level rates and the relating elements such as:

• Agents available
• Chats waiting
• Chats in progress
• Missed chats
• Average wait times

All data resides within the UK in full compliance with GDPR, where our systems are located within Equinix flagship data-centre in London Docklands.

Data is encrypted in transit using TLS 256bit SHA2 algorithms, passwords and any identifiable data including the chat transcripts are encrypted at rest using the latest AES256 (Advanced Encryption Standard).

Security is one of our top priorities, our policies include:

• Forced password strength
• Password expiry
• Password lockout
• IP/Time lockdown
• AD integration
• User privileges and permissions
• Audit reporting

This ensures your account remains secure, agents are only accessing the solution during authorised times and seeing the aspects they are supposed to.

What We Can Offer You

On top of providing a solution tailored to contact centre needs to improve efficiency and operations, we assign your account with a UK based dedicated account manager and technical engineers to ensure your clients’ requirements are met. Working on a range of implementations, our team delivers on time, within budget, backed with friendly knowledgeable support.

Our experience team can share their desktop for a personalised online demonstration, tailored to your organisation’s and clients’ needs. Suitable for multiple stakeholders, the conference call allows our advisors to provide help and advice along with full consultation regarding your requirements.

Click4Assistance has been providing live chat website software for over 15 years, supplying the contact centre industry with an unrivalled instant messaging solution. As the leading UK provider, client feedback has paved the way for developing the solution from the ground up to enhancements, ensuring it meets requirements and offers flexibility.

For more information contact our team on 01268 524628 or email theteam@click4assistance.co.uk.