LIVE CHAT FEATURES & BENEFITS

Features

Benefits

Chat Channel Manager

Set up separate chat channels for different call types such as training or incident reporting

Automatic application of hours of operation

 Notifies users and customers whether a chat channel is available during a set period of time.
Uploads to Self Service Center More convenient receipt of files for troubleshooting or other problem resolution.

Security

Control access to channels as determined by an individual's service or need level. 

Assisted Knowledge Base Search

 Call deflection by suggesting articles based on short problem description while customer awaits agent response.
Monitor channels Visual notification of on-air/off-air channels
Message Templates Increases productivity and decreases interaction time with predetermined chat text.
New Message Alerts Notifies agent of chat request for quicker time to answer.
Addition of completed chats to knowledge base Added content for future reference or use in another call.

Resources

Customer Quotes

"PhaseWare has made a significant contribution to the support staffs of our customer base. I’ve attempted to let some of them speak to specific points in this response, but I would also be happy to let you speak first hand to PhaseWare clients"

More Quotes