Live Online Customer Support
Manage Customers provides an open source live support solution as an application service and as custom-installed solution within your data center and on your servers. This live support solution is both a gateway for support inquiries and a sales support tool.
Our open source "live help" system can provide your salesforce with personal and instantaneous contact with prospective customers. And the system operates in both active and proactive modes.
The active mode allows you to inject interstitials (both regular pop-ups and popup-blocker-defeating layered pop-ups) into a customer session. The passive mode simply presents a "live help" button to visitors indicating that "operators are standing by." Both active and passive modes allow for a high level of customization.
Predefined rules can automatically generate interstitials regardless of operator action. Now you can automatically provide a live chat instead of a static contact details page or plain contact form!
Full Customization
Our live help system can be setup for multiple departments, operators and languages. Each department can customize the live support interface to their liking.
For example, the returns department might want to capture the RMA number in addition to the customer's name whereas sales might want the prospective client's phone number in addition to their name.
Bird's-Eye View of Visitor Behavior
A system that works proactively would be impossible if it didn't have the ability to track a visitor's path through your website. Fortunately, our live help solution displays the full path a visitor traverses through your website. Furthermore, this pathing information also indicates time spent on the website and on each individual page.
Operator Management and Auditing
Full logging enables the call center manager to determine whether operators are responding to customer inquiries in a timely and effective manner. You can view full transcripts of each chat session regardless of length and each logged entry contains date/time and operator and customer information (if available).