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.
