Product Overview of ClickDesk
ClickDesk is a comprehensive and innovative live chat and help desk software designed to enhance customer engagement and support for small to medium-sized businesses. Here’s a detailed look at what ClickDesk does and its key features.
What ClickDesk Does
ClickDesk combines live chat, voice chat, video chat, and help desk functionalities into a single, cloud-based platform. This integration allows businesses to engage with website visitors and customers through multiple channels, providing a holistic support experience. The software is particularly tailored for startups and SMBs, offering a reliable and easy-to-use solution to manage customer interactions across various platforms.
Key Features and Functionality
Multi-Channel Support
- Live Chat: Enables real-time text-based conversations with website visitors, complete with features like proactive chat greetings, chat routing, and chat transfer.
- Voice Chat: Allows visitors to call businesses directly from their browser or using local access numbers in over 40 countries.
- Video Chat: Enhances engagement with built-in video chat capabilities, enabling more personal and interactive customer interactions.
Help Desk Integration
- Automated Ticketing: Integrates help desk support with automated ticketing, allowing customers to submit support tickets even when agents are offline. Tickets are organized and assigned efficiently, ensuring timely responses.
- Customizable Ticket Management: Features include customizable macros for automated actions, multiple departments, and a drop-down menu for visitors to select the appropriate department for their query.
Analytics and Reporting
- Advanced Analytics: Provides hourly, daily, and weekly insights on customer chat engagements and agent performance, helping businesses develop and refine their support strategies.
- Real-Time Reports: Offers detailed information with real-time reports, graphs, and analytics to improve customer satisfaction and scale support operations.
Integration and Compatibility
- CRM and Sales Integration: Seamlessly integrates with popular CRM systems like Zendesk, Sugar, Zoho, Salesforce, and more, as well as with website builders, CMS, shopping carts, and productivity tools.
- Social Media Integration: Includes social toolbar integration, allowing users to engage with social media platforms directly from the chat window. This feature helps in managing social media presence and increasing followers and likes.
Additional Features
- Visitor Monitoring: Provides live chats map and keystroke preview to help agents engage visitors at a personal level.
- Geo Location Tracking: Tracks visitors’ locations to offer location-based proactive chat greetings.
- Customizable Chat Widgets: Allows businesses to customize chat widgets with their brand colors and gravatars.
- Mobile App: Enables agents to respond to chats on the go through a mobile app.
- Security and Encryption: Ensures secure conversations with 128-bit SSL encryption.
Other Notable Features
- Canned Responses: Saves time with pre-defined responses to common queries.
- File Transfer: Facilitates the transfer of files between agents and visitors.
- Offline Messaging: Allows visitors to send messages even when agents are offline, which are then converted into support tickets.
- Web Conference: Supports web conferences by adding team members to live chats when necessary.
In summary, ClickDesk is a robust and feature-rich platform that offers a comprehensive suite of tools for live chat, voice and video chat, help desk support, and analytics. Its integration capabilities and user-friendly interface make it an ideal solution for businesses aiming to enhance customer engagement and satisfaction.