LiveHelp is a flexible live chat solution that enables web visitors to chat with agents for real-time customer care on products or services. The platform serves medium to large-sized organizations within industries such as eCommerce, rental, tourism, commodities, automotive and more. Agents are able to chat with several customers at a time, prioritize queues, and forward chats from one department to another.
LiveHelp creates a communication channel for direct and personalized contact with customers, including a photo of the assigned agent within the chat window. A log of previous messages from all visitors are displayed in order to help improve user experience and increase customer satisfaction. Desktop notifications alert agents of the most important chat events, whenever the chat panel is in left in the background. After the chat is over, agents are able to assign a category to the conversation.
LiveHelp also offers Livebot, a virtual assistant integrated with real chat. Livebot can be setup as a first touch-point, helping agents during peak hours. When selected, live agents will only receive high value chats which can be requested by customers. The platform’s admin dashboard provides data about site visitors, such as their page of origin, which can be used to evaluate the effectiveness of pay-per-click campaigns.
Additional features include file exchange during chat, chat transfer for redirecting customers, canned responses, chat logs, transcripts, contact forms, and more. Management features provide real-time monitoring of agents, ‘call me back’ requests, multiple department mode, and team leader mode. LiveHelp allows custom integration with various third party CRM and CMS systems.
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