Great customers inspire great products.
Optimize Support with Live Chat Software
Industry analysts report that live chat software can significantly reduce cost over phone calls and allows companies to double the capacity of their customer service teams. When used in conjunction with Who's On visitor monitoring, SmarterTrack's live chat feature can help businesses reduce phone calls, capture information on website visitors, and assist more customers concurrently.
Aid Employee Development through Live Chat
One of the many advantages of SmarterTrack is the ability to coach and co-chat active live chat sessions. These features allow organizations to facilitate training and ensure the accuracy and efficiency of employees. With coaching and co-chat, managers can proactively address issues by monitoring live chats in real time and offering assistance when needed.
Agent Instant Messaging
SmarterTrack’s agent instant messaging feature provides a resource for internal communications. Promote collaboration by allowing an agent to seek guidance from another, more experienced agent via instant message or create permanent chat rooms to conduct virtual meetings with agents based at various locations.
Understand Visitor Activity
With Who's On, agents can monitor visitors across multiple websites, track search engine referrals, and use a visitor’s navigation history to evaluate a potential customer’s interest. Companies can also create custom variables to extend their data collection abilities even further to view referral information, items as they are added to shopping carts, or any other combination of details.
Push Information to Customers in Real Time
Companies that use live chat software to meet the needs of website visitors can push relevant product information and provide immediate answers to customers, eliminating many barriers to purchasing.
Proactively Communicate
With Who's On, businesses can increase conversions and enhance the quality of customer service by proactively engaging customers in real-time communication via live chat. Who's On also allows companies to send broadcast messages to employees or website visitors with a click of a button.
Multilingual Live Chat
Automatically route live chats to the appropriate agent by assigning languages to departments or use the live chat translation feature to allow agents to respond to chats in nearly every language. In addition, SmarterTrack's live chat software features real-time customer typing which allows the agent to prepare a response while the customer is typing.