Dynamic invitations

The software can identify key sales conversion points and invite a customer to chat at those points. It can also recognize signs of a customer in difficulty – repeated visits to the help page, for example – and respond with an invitation to chat. These triggers are customized to fit your site. Chat is offered only when an agent is available, so customers will never be taken to an empty chat room.

Agent knowledgebase

Your knowledgebase is permanently open in a window of the agent's interface, allowing agents to look up information without leaving the chat. A simple toolbar lets agents share links to knowledgebase entries or paste content from the knowledgebase into the chat window. The chat application also includes libraries of prewritten messages, URLs and file attachments.

Customer tracking

When chat is integrated with Transversal's email management, agents can access a history of interactions with the customer. This history describes any previous attempts to resolve the customer's problem through email or Web self-service. Once the chat has finished, a transcript of the chat is added to the customer history.

Simultaneous sessions

Agents can take part in up to ten chats at once. This is the most efficient way for a single agent to handle multiple enquiries.

Cobrowsing

Agents can guide customers through complex tasks, such as filling out a form, by synchronizing browsers during the chat.

Live supervision

Senior staff have an overview of active chat sessions, can follow the conversations in individual sessions and can intervene at any point.

Web-based interface

Both the customer-facing interface and the agent-facing interface are completely Web-based. They run in any modern browser and require no software installation.

Fully customizable

Transversal's design team customizes the look and branding of the chat window. Transversal also configures optional features such as asking the customer to give feedback after finishing a chat.