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LIVECHAT Contact Center is a customer service solution. With chat button placed on the website, visitors without installing any software receive simple & quick access to live chat with customer service representatives or sales support. Agent has got even more functionalities- personal and automated chat invitation, web traffic monitoring and visitor information page are just basic features to start with. Application includes search engine icons to make easy recognizing referring website, the possibility of setting up link shortcuts and canned answers and also allows to transfer the customer between different agents without losing chat history. LIVECHAT Contact Center allows multiple conversations with customers, partners and employees at the same time. Also, more advanced users will appreciate the feature of tracking chat conversion in Google Analytics, calendar with Google Calendar and MS Outlook synchronization and departaments and rights management. Shared chat history and the fact, that every agent's activity is later reflected in the statistics system, make LIVECHAT Contact Center useful tool in online sales and support. The application fills the gap between phone and email communication. Customers and web visitors receive free and instant access to the needed information, while the agents can provide support up to 5 times more effective than on the phone, capturing customers directly on the website and guiding them through the sales process. If needed, the application allows agent to take over customer's desktop if he agrees to it. All the data transmission in Contact Center is processed with SSL encoded protocol, what guarantees top security level and safe communication channel in the company.
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Editor review: Reviewer, 2008-05-28 09:54:00
LIVECHAT Contact Center is a live chat software solution to provide online customer service and support sales through website. Contact Center provides website visitors with free contact channel with the website owner, customer support or sales agents.
Pros: LIVECHAT Contact Center is a customer service solution. Customers visiting a website can contact a customer service representative or an sales support person from the website itself. He/she just has to click on the chat invitation button to start a chat session. That is like being able to ask a shop assistant about any query you may have in a brick and mortar shopping place. Quite often sales are missed as the visitor may turn away because he had a query and did not find a quick way to find answers. This kind of live help is known to increase sales by converting a visitor to a customer.
Agent has got even more functionalities- personal and automated chat invitation, web traffic monitoring and visitor information page are some basic features available. Application includes search engine icons that make recognizing where the visitor came from very easy. That could well be an affiliate site or a PPC ad link.
It is possible to transfer the customer between different agents without losing chat history. That way the operator with most optimal skill gets to handle the chat session. The Contact Center allows multiple conversations with customers, partners and employees at the same time.
The ability to track chat sessions with Google analytics which is integrated, helps analysis later, as does the shared chat history and the agent’s activity. Ability to sync Google calendar and MS outlook along with department and rights management makes this application quite powerful. The application fills the gap between phone and email communication. Customers and web visitors receive free and instant access to the needed information, while the agents can provide support more effective than on the phone, capturing customers directly on the website and guiding them through the sales process.
Cons: Video chat support would have added value.
Overall: An application that fulfills a useful function and is easy to use. This rates at the level of 4 stars quite easily.
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Visit homepage of LIVECHAT Contact Center
Download LIVECHAT Contact Center 5.7.0.43
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