Live Chats: Instantaneous responses to your
customers' needs
Text/Links: Can send text messages or HTML links
Formats: Options include font sizes, styles and
colors
Call Transfer: Operators can transfer their calls to
other colleagues or managers
Conferencing: Multiple operators can support the
same customer simultaneously
Chat Transcript: Your customers can choose to receive a chat
transcript, which will be sent automatically by email
Operator Support
Keystroke Memory: Support pre-defined text so that
operators can provide canned answers with a single keystroke
Link Memory & FAQ: Operators can also send
pre-stored HTML links with a single keystroke, supporting easy
integration with FAQ in addressing frequently asked questions
consistently
Session Organizer: Allow operators to easily
navigate among multiple chat sessions, answering incoming
chats quickly and efficiently
Session Monitor: Show real-time status of
ongoing chat sessions with all operators
Roster: Show real-time status of operators
worldwide and clients they are supporting
Customer Relationship
Case Handling: Case or ticket IDs can be assigned
to chats, linking multiple chat sessions to resolve customer's
inquiries. View prior chat sessions of same case ID with a
single keystroke
Chat History: Can view all past chat transcripts
within the last 30-90 days. Can search by case ID, operators,
keywords, date ranges
Subscribers/Membership: Support general public
as well as subscribers/membership inquires. Simple APIs
for membership integration, linkage of chat history to
membership.
Administration
Consistency and standards: Support company
defaults for keystroke and link memories to ensure consistent
greetings and responses, as well as allow for their
customization by operators
Customer GUI: Can customize prompts, messages
and customer's window layout to match themes on company's web
site
Languages: English, French, most western
European languages
Reporting: Can generate reports on customers'
usage, origins, operators' activity profile, session duration, etc.
Helpswitch offers 3 different software editions:
Standard, Professional and Corporate. For detailed
comparison of these editions, see
compare editions
Pricing for Standard and Professional Editions are $99 and
$199 per seat per month. Pricing on Corporate Edition starts at $399 per seat per month. For volume discount, please contact our sales team at
sales@helpswitch.com
