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| InstantService
Chat Client |
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The InstantService Chat Client
is the technology by which customers on your website
interact with agents using the Agent Console. The client
is fully customizable, fast-loading and requires no
downloads or installations by your customers.
Features
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Customization
InstantService offers
the most customizable chat client in the industry.
All colors, text, agent pictures, and logos can
be defined in the Account Administration Utility.
The chat client can be configured to run horizontally
(600x160), vertically (500x320), or even in a HTML
frame (variable). |
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HTML Chat Client
InstantService provides
an HTML version of its chat client to ensure operability
on all computers, without anything to download or
install. |
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Pre-Chat Customer Form
A simple form to
receive customer information prior to the chat can
be configured from the Account Administration Utility. |
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Advanced Customer Form
The Advanced Customer
Form permits direct posting of customer information
to the InstantService Agent Console to initiate
a chat for greater customization and integration. |
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InstantInvite™
Automatically identify
visitors with the greatest potential to buy, based
on which pages they have visited, how long they
remained on a page, where they came from, which
keyword they used to find you, which items they
have in their shopping cart, and whether they have
previously purchased from your site. Shoppers receive
customized chat invitations based on rules that
can be adjusted easily in real-time (without changing
code on your website). Your agents are automatically
connected to these customers to offer assistance,
incentives, and suggest related items to up-sell.
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Automatic Queue Distribution
(AQD)
InstantService offers
a queue distribution model that automatically assigns
new customer chat and/or mail sessions to agents
based on their availability, skill and performance.
In a customer support scenario, Automatic Queue
Distribution streamlines agent workflow and reduces
customer wait times. In a sales scenario, the new
system fairly assigns incoming sessions to commission-earning
agents in sequence, based on their individual skill
and priority settings. |
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Smart Button
This feature allows
two snippets of HTML code to be defined and then
served based on whether agents are available to
receive chats for the department. A common use of
the Smart Button is to display a Chat Button on
a website while agents are logged in, and an Email
Button when agents are not. |
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After-Hours Message
If the Smart Button
isn't used, an After-Hours message can be configured
to appear when agents are not available, along with
a form to accept an email message. Hours of operation
can be set for each day of the week. |
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Print Transcript
A chatting customer
can print a record of the transcript at anytime. |
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Email Transcript
At the end of the
chat session, the customer has the option to have
the transcript emailed to him/her. |
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Exit Survey
The account administrator
can enable a customizable survey to appear after
chat sessions. |
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International Characters
Chatting customers
can type characters from any Unicode supported language
assigned to the department. |
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Queue Position Notification
The account administrator
can enable and customize periodic notification messages
to inform a customer of his/her position while waiting
in a queue. |
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Secure Connection
128-bit
SSL encryption secures all communication between
the chat client and the Agent Console. All SSL connections
are decrypted by hardware for the best possible
performance.. |
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