WhosOn features

AI

• Smart auto-text suggestions, so operators can reply without typing
• Live chat mood indicators, to gauge chat urgency at a glance
• Sentiment analysis algorithms, to calculate customer satisfaction
• AI-powered chat summaries, for instant abstracts of all customer support interactions
• Pre-set greetings and predictive text, to speed operator handling times

Chatbot

• Integrations into major bot frameworks, to plug the best bot into a feature-rich chat service
• Bot monitoring capabilities, to ensure smooth service and prevent potential issues
• Bot management options, so the bot can be subject to rules, hours, and skills assignment
• Seamless transfers between bot and operator, for a maximum efficiency tag-team
• Bot analytics, to track performance, stream data to dashboards, and pull reports

Security

• Encrypted conversations established over secure connections, to protect at every touchpoint
• Data retention control, for full chat deletion or secure storage as required
• Intrusion prevention, so brute force attacks don’t work against WhosOn
• Whitelist and blacklist options for countries, users and IPs, to control access to WhosOn
• PCI / PII masking, so sensitive chat data remains private and regulation compliant

Multi-platform

• Video chat, to give face to face service online
• Omnichannel calling, to switch channel from chat to call without leaving WhosOn
• Chat to email, to easily continue or reengage chat conversations at opportune times
• Chat app, so operators can take chat requests on the go and connect away from the desk
• Mobile chat, so website visitors can engage regardless of their device

Help desk

• Real-time chat translation, to chat to customers and prospects in over 100 languages
• Skills based chat routing, so chats automatically go to the operator best-placed to help
• Remote desktop control, to assist with complex requests quickly and efficiently
• File upload, to send necessary files back and forth without channel disruption
• Follow page, to see what your user sees and take a proactive approach to web support

Management

• Operator management, to set schedules, assign skills and permissions, and create groups
• Chat monitoring, either discreetly or at the request of an operator, to track service provision
• Send private ‘whisper’ messages, to coach operators and help with responses
• Supervisor takeover option, for tidy, timely chat escalation
• Issue broadcast messages, to save time when sharing memos, alerts or important updates

Analytics

• Site entry alerts, to identify opportunities and segment visitors based on first referrer
• Live visitor tracking, to watch as each journey unfolds and analyse surfing habits
• IP look ups for companies and locations, to pinpoint and profile your web prospects
• Prospect detection, to separate visitors from leads based on triggers
• Web traffic reports, spanning data on new visitors, total visitors and page views

Chat reporting

• Performance dashboards, for a quick way to digest your chat data and measure success
• In-client charts, to keep tabs on your main metrics without launching a separate report
• 80 out of the box live chat reports, to see granular detail as well as quantitative overviews
• External database uploads, for custom data manipulation and reporting via third-party tools
• Operator reports, for in-depth data on user activity while logged into WhosOn

Integrations

• Reply to Messenger queries from WhosOn, for unified messages and fast responses
• Push-pull chat data between WhosOn and your CRM, for rapidly synced systems
• Add appointments to your Office calendar during chats, to optimise task organisation
• Archive chats into Azure Cosmos, to reduce demand on your local database
• Sync WhosOn with Google Analytics and Tag Manager, to enhance your web insights

Agent tools

• Customer chat history, for informed chat sessions without repetition
• Visitor typing previews, for an early advantage in detecting the visitor’s mood and need
• Canned responses with support for attachments, to send lengthy info in a click
• Dynamic forms, to smoothly acquire in-chat data in a structured format
• Both pre and post chat surveys, to inform and improve support