Live-Chat

Ansprechend, intuitiv und interaktiv

Mit Inbentas intuitiver Live-Chat-Lösung senken Sie die Anzahl der Support-E-Mails und interagieren mit Ihren Kunden sobald diese mit Ihrem Unternehmen in Kontakt treten. Unsere Lösung basiert auf Natural-Language-Processing und ist mit künstlicher Intelligenz ausgestattet, damit Ihre Mitarbeiter schnell auf Ihre Wissensdatenbank zugreifen können, um Antworten zu finden. Der Live-Chat ist interaktiv, antwortet intuitiv mehreren Kunden gleichzeitig und bietet schnelle Antworten für diejenigen, die nicht auf eine Rückmeldung per E-Mail warten möchten.

Antworten schnell und ohne Umwege finden

  • Steigert Kunden-Engagement
  • Entlastet Mitarbeiter bei erhöhtem Traffic
  • Bessere Customer Support-Standards als Ihre Mitbewerber
  • Zeigt Kunden Wertschätzung
  • Geben Sie Ihren Support-Mitarbeitern ein Tool, mit dem sie flexibel mit Ihrer Community kommunizieren können, ohne mittendrin zu einer anderen Software wechseln zu müssen. Inbentas intuitiver Chat kann Gespräche in eine normale Support-E-Mail umwandeln, wenn die Zeit zählt. Der Chat ist integriert mit unserem Portal Backstage und dem Ticketing-System, sodass Mitarbeiter Gespräche ganz einfach mit unserem umfassenden Tool zu den E-Mails verschieben können.

    Lösen Sie die Anliegen Ihrer Kunden mit einer interaktiven Service-Erfahrung

    Bieten Sie Ihren Kunden intuitive sofortige Hilfe, wenn sie nicht weiter wissen. Manchmal brauchen Kunden etwas mehr Zeit oder Unterstützung bei der Lösung eine Problems. Wir haben einen intuitiven Chat für reibungslose Interaktionen entwickelt. Der Chat öffnet sich automatisch, wenn jemand zu viel Zeit auf einer Seite verbringt, ohne zu klicken oder zu tippen. Dadurch wird die Conversion auf E-Commerce- Webseiten maximiert und beschleunigt.

     

     

    Chat Features

    • A user can open a conversation with an agent
    • System automatically detects whether there are agents online or not
    • Chat invitation alerts
    • Possibility to accept or reject the incoming chats
    • If a chat is rejected by an agent and there are other agents online, another agent is selected
    • Double check on messages (sent and received confirmations)
    • Customizable sound on chat invitation and on new message
    • Agents can search FAQs from user messages using Inbenta’s engine with just one click
    • Agents can send files and images as attachments (*)
    • If a message contains a URL it is detected and highlighted and it becomes clickable
    • A warning message is displayed on URL opening and a redirection is made when it is accepted
    • Spellchecker on agent message typing (*)
    • User available information (such as name or e-mail if it was added) is shown side-by-side with the chat
    • FAQ search panel is shown side-by-side with the chat
    • Agents can navigate through their open chats using the tabs in the chat bar
    • Conversation can be switched between agents (*)
    • The chat bar can be expanded and minimized if needed
    • User status feedback. This is, the last time the user was seen online is shown
    • The time a message has been sent is shown next to it
    • Possibility to start a chat with a virtual assistant that solves basic questions. Also the user can request a real agent and open a chat with him/her at any time.
    • When the user sends his e-mail address in a message, it is detected and the agent can save it and link it to the user’s profile with just one click
    • A chat can be sent back to the inbox (*)
    • Either the agent or the user can close the chat
    • Chat to ticket automatic conversion
    • Fast close. This is, close chat and convert to ticket with one click (*)
    • Ability to classify the ticket generated from the conversation
    • A chat is closed automatically after a configurable amount of inactivity time
    • Chat messages history is kept
    • A PDF with the conversation history can be downloaded by the user when the chat finishes
    • Telegram on user-end is supported
    • Each agent has a chat capacity which determines the amount of simultaneous chats he/she can attend. This is customizable per agent
    • Multiple chat queues can be defined (e.g: Customer Care and Technical Service)
    • Agents can have permission to connect to one or multiple chat queues
    • Agents can login and logout from one or multiple queues using the gear button on the chat bar. This can be performed anytime without having to logout from the Backstage

    * – can be switched off


    Monitoring and Logs

    • All graphics and charts in this section can be printed or downloaded at any time

    Real-time Chat Monitor

    • Real-time statistics
    • Average time that chats last, divided in now, last hour and today
    • Average speed time to answer a chat, divided in now, last hour and today
    • Number of total active chats now
    • Number of total waiting chats now (a chat is waiting when an agent has been invited but has not accepted the chat yet)
    • Configurable indicators of active/waiting time to measure SLA, such as:

      • Active chat time objective (TAT)
      • Waiting chat time objective (ASA)
    • Total and relative (percentage) number of chats attended, divided in today and last hour
    • Total number of chats received (today and last hour)
    • Total and relative (Abandonment Rate) number of unattended chats, divided in today and last hour.
    • Graphic showing the chats state now (active and waiting) vs time
    • Pie graphic of logged agents (active vs away)
    • Graphic showing how many chats the agents can get now in total (total vs used capacity)
    • List of connected agents with their status, online time, last login and chat capacity usage
    • All this information listed above can be filtered by queue

    Chat Agents Logs

    • Agents activity graphic throughout the selected period (days vs online/offline)
    • Agents activity statistics in the selected period (i.e: received and attended chats, average waiting time, average time active, average time connected by day)
    • All information in this section can be filtered by queue, agent or date (a period or a single day can be selected)

    Executive Report

    An executive report is generated from the chat data. This report features:

    • Received chats graphic with attended and unattended chats
    • Average times graphic with chat average waiting and active times
    • Table with all the values used in the graphics is shown
    • All this statistics are divided per day
    • There are filters available, such as time period and queues
    • This report can be downloaded as a .csv file at any time
    • Graphics can be downloaded or printed at any time