Live Chat Features

Annick — 2009-02-12T20:31:36Z

Automatic chat invitations
Flexible rules and workflow enable chat invitations to be triggered automatically based on any number of criteria such as: search terms; time spent on site or viewing a particular product; repeated visits or prolonged time spent on your web self-service pages.

Co-browsing
Guide customers through tasks such as form filling and technical support.

Skills based routing Automatically route a customer to the relevant agent group based on the context of their activity on your website.

Multiple sessions
Agents can take part in multiple chat conversations in the time it takes an agent to handle a single phone call.

Customer Interaction History
When integrated with Eptica Self-service™ and Email Management™, your agents will be able to access a history of previous interactions with the customer, including their attempts to solve their current requirement through other channels such as self-service or email. Add chat transcripts to the customer's contact history.

Agent knowledgebase
Agents can search and paste content from your knowledgebase into chat conversations, including documents and pre-written responses, for faster and more complete resolution to enquiries.

Enhance your knowledgebase
Use your agents' chat sessions to build your customer service knowledgebase – in a single click agents can copy questions that need content into the system's workflow.

Protect your customers' information
Eptica Live Interaction™ is HTTPs compliant to ensure complete data integrity and protection. Agents' and customers' messages are encrypted using SSL/TLS technology.

Reporting and analysis
Comprehensive productivity and service level reporting.

1. Live Chat

webmaster — 2009-02-12T20:31:32Z

Chat has come of age. In the words of Chip Gliedman, Forrester Research: "Smart organisations are evaluating the merits of adding chat and other interactive functions to their websites to better engage the customer and potentially increase sales."

Today, there's a fast growing population of Internet users who are accustomed to communicating virtually and instantly via chat rooms, Instant Messaging and Skype - and for whom the concept of chat is natural, intuitive and expected.

Chat is no longer considered to be a costly customer service channel: on the contrary, agents can handle several conversations simultaneously in the time it can take to handle a single phone call.

In a customer service and technical support environment: the ability to resolve issues in a single chat session increases first contact resolution and customer satisfaction. In a sales environment: the potential to increase sales through proactive chat is proven and too compelling to ignore.

Eptica Live Interaction™ enables you to achieve even greater sales and efficiency benefits by delivering a chat service which is deployed with added intelligence: when and where your customers need it most; making best use of customer service resources; and which can be easily integrated with other customer contact channels such as web self-service and email.

Empower agents to provide service that stands out from your competitors - giving them access to a history of customers' previous interactions with your company so they can respond with a deeper understanding of their requirements.
Allow agents to search and draw on content from a self-learning knowledgebase of product and customer service information to help them deal with chat sessions more efficiently, thoroughly and consistently.
Use your agents' chat sessions to build your customer service knowledgebase – in a single click agents can copy questions that need content into the system's workflow.
Guide customers through complex tasks such as form filling and technical support.
Minimise the cost of operating your chat service while maximising online sales and cross-selling by filtering out routine questions that can easily be answered through web self-service.

Eptica enables your Web and customer service channels to work together to improve customer engagement, give customers better information, resolve enquiries faster and maximise every sales opportunity.

Welcome to Eptica Multi Channel Customer Service Software. Web Self-service, Email Response Management, Live Chat and Customer Service Knowledgebase.

Live Chat Features

1. Live Chat