- Text and Voice Chat Functionality
- Auto or Manual Agent Selection
- Auto Agent Rotation for Lead Distribution
- Guest Transfer Functionality
- Guest Web History Tracking
- Automatic Chat Invitation
- Agent-Guest Co-Browsing
- Customer Registration and Leave-a-Message Forms
- Chat Recording and Transcription
- Custom Reporting
Problem
A company with Web representation needs a solution that would enable
it to increase online customer acquisition and conversion. The solution should help
sales agents manage prospects who are visiting the company web site and influence their
purchasing decisions in real-time. The solution should also allow interaction with online
visitors through both real-time text and voice chat and should support a wide set of advanced
features, like private, public, and service chat rooms, voice chat, and guest transfer
functionality.
Solution
SysMaster ChatMaster Server enables companies to connect with
online visitors, exchange information and influence their purchasing decisions
in real-time. By helping companies reach top prospects at the right time,
SysMaster's solution increases online customer acquisition, boosts revenues and
sales agent productivity. Coupled with the right marketing strategy, the solution
could dramatically improve not only customer acquisition rates but also customer
loyalty and willingness for repetitive purchases.
Text and Voice Chat Functionality
ChatMaster Server is a unique data exchange engine that allows
real-time communications in text and voice modes. The system allows company
representatives to communicate with online customers via text, voice chat or a
combination of both methods. The system provides unique scalability and flexibility
to allow unlimited service agents to talk to unlimited number of online customers.
Auto or Manual Agent Selection
The ChatMaster system supports both manual agent selection
via the agent directory list and automated agent selection based on predictive,
rotational, least-utilized, or manager-assigned rules. Manual Agent selection
allows repeat customers to chat with their agent of choice by selecting from the
online agent directory listing.
Auto Agent Rotation for Leads Distribution
The Auto agent selection ensures proper agent rotation and
fair online, new lead distribution for sales representatives. The system supports
several different types of rotation including round-robin, least-utilized, predictive
(based on previous communication history), or manager assigned (all leads are manually
assigned by a manager). The variety of rotation modes ensures system implementation
flexibility and consistent lead and work-load distribution.
Guest Transfer Functionality
ChatMaster supports advanced guest or agent transfer
functionality to allow guests to be transferred between rooms for better
support and lead handling options. Online visitors usually enter any of
the existing private service rooms and then are transferred into either
private or public rooms owned by the agent. This procedure ensures lead
security and allows proper lead handling. For example, visitors can talk
to sales agent and support engineer at the same time or be transferred between
different agents and/or public service rooms.
Unlimited Private, Public and Service Rooms Support
SysMaster ChatMaster supports unlimited private, public and
service rooms. Private rooms are agent reserved rooms that are not visible by
other agents (only by managers), to ensure lead integrity and proper uninterrupted
service. Public rooms are rooms that are visible by every agent and manager and are
used to conference chat sessions and for joint lead handling. Public rooms also allow
private conversations between participants. Service rooms are specialized rooms for
online visitor handling. Agents accept all inbound chat visitors into their service
rooms and then transfer them into private or public rooms to make the service room
available to other visitors.
Guest Web History Tracking
SysMaster ChatMaster supports full tracking of web site visitors.
The server collects information about a number of customer behavior variables such
as pages visited and time spent browsing. The feature allows agents and managers to
investigate visitors' browsing history and use that information to optimize the
purchase and conversion process. That information could also be used to understand
customers better, to screen out top prospects and to proactively initiate contact
with them.
Automatic Chat Invitation
SysMaster ChatMaster enables sales agents to automate the process of
customer pre-screening by automatically inviting customers which are more likely to
make a purchase. Automatic Chat invitation is rule based on time and/or browsing patterns
to allow dynamic web chat session initiation via chat pop-up window. Through configuring a
set of behavior variables the server automatically sends chat or telephony invitations to
top prospects. That feature helps sales agents dramatically increase their productivity
through increased conversion rates that in many cases are 12 times higher than via traditional,
visitor initiated chat sessions.
Agent-Guest Co-Browsing
The co-browsing feature of SysMaster ChatMaster simplifies the process
of communicating information to visitors and increases information flows between agents,
prospects, and customers. It enables agents to remotely direct online visitors to web pages
which pop-up on their screens. The feature is a powerful tool for streamlining the information
flows and guiding visitors to the desired product or piece of information. It also increases
the opportunities to cross-sell products during the customer check-out process.
Customer Registration and Leave-a-Message Forms
SysMaster ChatMaster server natively supports pre-chat registration forms to allow
collection of visitor information for better customer service. The pre-chat registration form is
fully customizable and can be displayed on-demand only. The Leave-a-Message form is available if
the customer has initiated a web chat session but there is no agent available to respond to the request.
This form is also fully customizable and can also be used to collect customer registration information
that is required for a subsequent call-back. Once the customer submits its information via the pre-chat
(chat registration) or post-chat (leave-a-message) forms it becomes available to agents based on the agent
rotation procedure for fair lead distribution and optimized work-load.
Chat Recording and Transcription
All chats could be recorded and retrieved for subsequent processing. The feature
is designed to allow monitoring of agents and ensuring compliance with company standards.
The collected information could also be used to conduct marketing studies or to monitor agent
performance and customer-care procedure compliance.
Custom Reporting
SysMaster ChatMaster offers convenient customizable reports to help track customer
conversion rates and return on investment. To create, edit and generate reports, users need only
an internet connection and a browser. That feature enables report processing by remotely located
back offices and reduces administration costs.
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