Other options for the platforms
Full compatibility across your software suite
Right people, right answers, right away
The quickest way to online customer resolutions
Working for you via cloud, mobile or installation
ADVANCED LEAD CAPTURE
Live unveiling of the businesses browsing your site
IT PROCESS AUTOMATION
Let our technology take over your mundane chores
DIGITAL CONTACT CENTRE
All your digital channels, one place
Enrich your data with real-time prospect profiles
Bespoke user experiences, courtesy of live tracking
Live chat leaders, specialising in call centre deployments
Meet the market’s smartest real-time engagement solution. WhosOn is not just live chat. It’s not just a support service. It’s not just an analytics tool. It’s all those combined and more, and it’s currently helping over 10,000 businesses in 100 countries get closer to their customers.
INCREASE IN SATISFACTION
PEOPLE REUSE LIVE CHAT
You wouldn’t ignore a customer if they walked up to your counter, right? So don’t ignore customers when they’re browsing your site. With proactive invites, you can reach out to your visitors and engage them in a live chat, based on what they’re browsing.
Conversations drive conversions. And WhosOn is the perfect conversational tool. With a single click, visitors can enter live chat sessions and have their questions answered in moments. They can speak to operators as they scroll, getting clued up in a way that’s quick, clear and convenient.
LIVE CHATS TAKEN THROUGH WHOSON SO FAR*
*NOT INCLUDING INSTALLABLE CUSTOMERS
The key to delivering outstanding customer service is knowing your customers. WhosOn can introduce them. As well as real-time traffic tracking, WhosOn gives you insights into visitor details such as location, organisation, IP address and behaviour. You’ve never been more empowered.
Choose a feature
How reachable are you? Visitors browsing your website don’t want to open a new email, type out a message to a generic address and wait days for a response. They don’t want to stop what they’re doing, make a phone call and get put on hold for an answer to a simple question. They want instant communication, and they want it in a way that’s convenient to them. Enter live chat.
Connect with your customers. Be present. Give them immediate onsite support and prevent shopping cart abandonment. You can’t give customer care if you’re not there.
Live chat software is an investment. We understand that, and that’s why we’ve developed WhosOn to double up as a smart digital reporting system. Comprehensive web reports are part and parcel of our solution, issued on both on a daily and monthly basis.
Take your pick from 80 static reports. Or build custom ones – you’re not restricted. We’ll provide you with details on visits, new visitors, prospects, customers, alerts free, alerts paid, views, invites, chats, missed chats, peak visits... it’s a long list. We give you the information you need to understand your client base and its behaviour. Get savvy.
Here’s the scenario. You’ve received an urgent technical enquiry via live chat, and you need to respond accurately and quickly. Our intelligent ticketing system has it covered. You can create tickets with custom fields and attachments, and they’ll automatically be distributed to the relevant agent. Plus, ticket responses can be delivered to customers via threaded email for confirmation.
There’s more to help desks than ticketing. With our co-browsing feature, you can assist visitors with their online sessions. You can integrate with your knowledge base. Crucially, you can take the swiftest, slickest route from chat to ticket to resolution.
WhosOn gives you a live view of online visitors. So, let’s say that one visitor has been on a checkout page for 2 minutes without progressing. Another has been looking at the same question in your FAQ for 5 minutes. With WhosOn, you can track those unconverted visitors, reach out with assistance and close the deal.
That’s not all. WhosOn enables you to take targeted action for personalised user experiences. You can dynamically invite visitors to a chat with bespoke messages. You can create clever rules and triggers formed around visitor behaviour. You can segment visitors into custom categories. You can convert.
Want to know how customers landed on your site? No problem. For far-reaching digital transparency, WhosOn tracks your visitors based on the campaign they used to find you. It could be a PPC campaign, an email newsletter, a social media ad, or just about any source with a tracking code. WhosOn can detect where your click has come from and help you determine the success of your campaigns.
Want more? Still no problem. With WhosOn, you can also create real-time alerts for each campaign and view historical analysis reports. The result: an ell-embracing engagement platform that unites your online efforts.
Tricky live chat customers can pose a challenge. WhosOn eliminates concerns with a comprehensive manager toolset, giving supervisors control. Managers can monitor sessions and train in real-time, sending ‘whisper’ or private messages to the operator to assist. They can set agent chat schedules to ensure sufficient coverage. They can even create skill set groups for routing chats - matching requests to the skills of operators.
WhosOn is all about support. Agents can request monitoring or transfer chats as necessary. Plus, they can share ideas and seek advice from other users as part of an integrated chat room. Get full peace of mind.
WhosOn works perfectly with Microsoft Office. And with your CRM. And with your telephony systems. And with your analytics package. We’ve configured our solution so that it integrates fully with the range of other technologies your business may use, be it Office365, Salesforce, Microsoft Dynamics, Sugar CRM, CoreMetrics, or whichever system it is that you need compatibility with.
The benefits of this far-reaching integration are extensive. You can save time and effort, optimise your task organisation and streamline your operations. You can connect live chat data with your database, your emails, your Outlook calendar… it couldn’t be easier. Try the one-stop digital shop.
Get your hands on express visitor analysis. WhosOn detects visitor location, GEO IP and business identity. It can tell you which browser and OS visitors are using, what they’re viewing and how long for.
That’s just the start. You get the knowledge you need to optimise performance and turn data into action. We dissect traffic stats to help you analyse surfing habits, identify cold spots and predict user problems. You can see your site through visitors’ eyes, gathering information on their requirements and segmenting them into groups who then receive relevant live chat engagement. Get all the visitor details you need, all in one place.
WhosOn is smart. So smart, in fact, that it’s fluent in over 40 languages. You can’t expect all your agents to speak Arabic, Swedish, French, Russian, Indonesian, or 38 other languages. With WhosOn, they don’t have to. We’ll translate chats in real-time, meaning less barriers, less misunderstandings and less obstacles to your international marketing plan.
It gets even smarter. WhosOn comes complete with keyword based intelligent canned responses. No more typing out duplicate answers to frequently asked questions. With WhosOn, you can insert a ready-made response tailored around what your visitor says or does, based on clever keyword recognition software. Take the intelligent route.
Do more. With WhosOn, you can find out how satisfied your customers are with our pre and post chat surveys. You can increase that satisfaction by creating personalised experiences, speaking to customers face to face via video chat. And if customers need more hands-on support than video, WhosOn comes integrated with a remote desktop control option. Not cracked the problem? Try the file uploading feature.
WhosOn goes above and beyond chat alone. It’s a comprehensive communication solution which offers tailored online experiences, all as part of an enhanced user journey. That in itself is something worth chatting about.
Our resident experts are at hand. Hit the link to be set up with a live demo.
BOOK A DEMO
MORE ABOUT SECURITY
You’re in safe hands. We offer advanced customer support, and that means advanced security protocols. You can have dedicated servers or run an installable version – whatever suits. Whichever route you choose, you’ll never have to stress about safety.
Self-contain your solution on your server. With our installable WhosOn option, you’re the host, and you have full control. You can install and operate WhosOn straight from your own server, behind your own firewalls, while retaining the full features of the cloud edition.
And guess what? That means massive security benefits. With the installed version of WhosOn, all data (both chat history and website), is stored in your own MS SQL database, not across the world. We eliminate the need to be reliant and we stop you from being dependant on third party services. Say goodbye to rolling charges.
“We’re probably just scratching the surface of the potential efficiencies Think Automation can provide an enterprise of our size.”
Rheal Dugas, Xerox
“Excellent, up to the minute data… we love it.”
David Goldstein, Founding Partner, American School of Real Estate Express
“Customers love the live chat, we receive more live chats than phone calls now.”