WhosOn - Detailed Review

Business Tools

WhosOn - Detailed Review Contents

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WhosOn - Product Overview

WhosOn Overview

WhosOn is a sophisticated live chat and AI-driven solution designed to enhance customer interaction and service for a wide range of businesses. Here’s a brief overview of its primary function, target audience, and key features:

Primary Function

WhosOn is a live chat software that enables businesses to engage with their customers in real-time, leveraging advanced AI and chatbot technologies. It facilitates multichannel communication, including chat, phone calls, and other integrated channels, to provide a seamless customer experience.

Target Audience

WhosOn serves a diverse array of businesses, including:

Financial services: Companies dealing with sensitive data and requiring high security standards.
Government agencies: Organizations needing tight control over their chat solutions.
Education: Institutions with multiple branches.
Contact centres: Large service teams requiring an omnichannel platform.
Public sector: Highly regulated organizations.
Enterprises and conglomerates: Large companies with complex chat needs.
Small to medium-sized businesses: With affordable packages offering varying levels of features.

Key Features

Multilingual Support: Allows communication in over 100 languages.
AI and Chatbot Integration: Enables the use of AI-infused chatbots that can work seamlessly with human agents, providing real-time assistance and suggestions.
Omnichannel Switching: Seamlessly switch between chat, phone calls, and other communication channels.
Advanced Analytics: Offers sentiment analysis, usage reports, and performance insights. It also includes a live web analytics suite and performance metric monitoring.
Security and Compliance: Features encryption, data masking, intrusion prevention, and proactive PCI/PII masking to ensure data security and compliance with regulations.
Customization and Integration: Allows customization via API and integration with CRM systems, reporting platforms, and other business tools.
Deployment Options: Available in cloud, on-premises, and custom deployment configurations.
Real-time Visitor Tracking: Provides live data on website visitors and their browsing progress.
Customer Satisfaction Tools: Automatically calculates customer satisfaction and offers tools to improve it.

Conclusion

Overall, WhosOn is a versatile and feature-rich live chat solution that caters to the specific needs of various businesses, enhancing their customer service capabilities and operational efficiency.

WhosOn - User Interface and Experience

User Interface Overview

The user interface of WhosOn, a leading AI-driven live chat solution, is designed to be intuitive, flexible, and user-friendly, ensuring both agents and administrators can engage efficiently with customers.

Accessibility and Flexibility

WhosOn offers multiple ways for agents to access and manage live chats. The web client, for instance, allows operators to log in and handle chats directly from any internet-connected device using their browser of choice. This eliminates the need for downloading software or running updates on individual PCs, providing a high level of flexibility.

Agent Tools and Features

The interface is equipped with a range of tools to facilitate smooth and effective interactions. Agents can use features such as canned responses, chat alerts, chat previews, chat search, and chat transcripts. These tools help in managing concurrent chats, recognizing emails and hyperlinks, and even include a live chat spell checker and speed chat options. This array of tools ensures that agents can handle customer queries efficiently and effectively.

Dashboard and Analytics

WhosOn includes a built-in dashboard that enables quick, time-saving, and filtered monitoring of chats. The dashboard provides KPIs and various charts to analyze agent performance, examine chat conduct, and identify any issues. This analytical capability is enhanced by the ability to add filters based on site, skills, and other criteria, making it easier to evaluate performance and make data-driven decisions.

Help Desk and Integrations

The help desk services within WhosOn are comprehensive, featuring agent availability status, chat queues, co-browsing, customer chat history, and skill-based chat routing. The software also integrates with numerous programs such as WhatsApp, Google, Facebook Messenger, CRM systems, Office 365, Power BI, and Twilio, ensuring seamless interaction with other tools and platforms.

Security and Control

Administrators have total control over security settings. Chats are encrypted during transmission, and administrators can permanently delete chats along with their details. This ensures that all chat data is secure and can be managed according to the organization’s policies.

Customization

WhosOn allows for significant customization. Users can position the live chat software on their website by selecting site properties and uploading custom graphics. The chat window itself can also be customized to fit the brand’s appearance. Additionally, the software supports custom reporting and integration with various systems through APIs and other tools.

Overall User Experience

The overall user experience is enhanced by the intuitive interface and the variety of features that cater to different needs. Agents can switch between channels effortlessly, thanks to omnichannel calling capabilities, and the AI integration helps in automating initial queries and assisting agents during chats. This blend of automation and human interaction creates a seamless and engaging experience for both agents and customers.

Conclusion

In summary, WhosOn’s user interface is designed to be user-friendly, flexible, and feature-rich, making it easy for agents to manage live chats efficiently while providing a positive experience for customers.

WhosOn - Key Features and Functionality

WhosOn Overview

WhosOn is a comprehensive live chat and AI-driven solution that offers a wide range of features to enhance customer engagement and support. Here are the main features and how they work:

Real Time Visitor Monitoring

WhosOn allows agents to monitor website visitors in real time, seeing which pages they are on, their start time, operating system, and location. This feature helps agents to be proactive and engage visitors at critical points in their journey.

Proactive Chat Invitations

Agents can invite visitors to chat based on their activity on the site. These invitations can be triggered by specific actions, such as the page a visitor is on or the amount of time they have spent on the site. This helps in engaging visitors and providing timely support.

Customizable Chat Windows

The chat windows can be customized to fit the brand and needs of the business. This includes custom branding, which ensures the chat interface aligns with the company’s identity.

Canned Responses

Agents can use pre-defined responses to quickly answer frequently asked questions. This saves time and ensures consistency in the responses provided to visitors.

File Transfer and Sharing

WhosOn allows agents and visitors to share files during chats, which is useful for providing documentation or receiving files from customers. This feature is also supported by the chatbot platform, enabling seamless customer support.

Chat Routing

Chats can be routed to the appropriate department or agent based on the visitor’s needs, which are often determined through pre-chat surveys. This ensures that visitors are directed to the right person for their queries.

Visitor Tracking

The software tracks visitor activity, including their location, operating system, and the pages they visit. This data can be used to create actionable insights and improve customer engagement.

Chat Transcripts and Summaries

WhosOn provides chat transcripts and AI-powered chat summaries. These summaries give a brief overview of each chat, helping agents quickly recall the context of previous interactions without having to read through the entire conversation.

Co-Browsing

Agents can assist visitors in real-time by co-browsing their online session. This feature is particularly useful for troubleshooting and guiding visitors through complex processes.

Chatbot Integration

WhosOn integrates with leading chatbot frameworks such as IBM Watson, Azure Bot, Amazon Lex, Dialogflow, and ChatGPT. The chatbot platform allows bots to work in tandem with human agents, handling initial queries and escalating complex issues to agents. Bots can also manage tasks like scheduling call-backs and sharing files.

AI-Powered Features

Chat Summaries

AI algorithms compress chat conversations to provide brief summaries, helping agents quickly review past interactions.

Conversational Automation

Bots can handle initial customer queries, and agents can step in seamlessly when needed. This ensures a smooth and uninterrupted conversation flow.

Multi-Language Support

WhosOn supports multiple languages, making it suitable for businesses operating in different regions and serving a diverse customer base.

Mobile App

The software has a mobile app, allowing agents to manage and respond to chats on the go, ensuring continuous customer support even outside the office environment.

CRM Integration

WhosOn integrates with CRM systems, automatically enriching the CRM with conversational data. This eliminates the need for manual data entry and ensures that customer interactions are well-documented.

Analytics and Reporting

The software provides extensive analytics and reporting capabilities, including over 80 different report formats. Agents can view data in real-time or historically, helping them to analyze customer behavior and improve support strategies.

Security and Encryption

WhosOn ensures the security of chat data through encryption, intrusion prevention, and data masking. This protects sensitive customer information and maintains compliance with regulatory requirements.

Offline Messaging

Visitors can leave messages when agents are offline, which are then handled when the agents are back online. This ensures that no customer inquiry is missed.

Agent Performance Reports

The software provides reports on agent performance, including metrics such as response times and chat ratings. This helps in evaluating and improving agent efficiency.

Conclusion

By integrating these features, WhosOn offers a comprehensive solution for businesses to enhance their customer support, engagement, and overall customer experience.

WhosOn - Performance and Accuracy

Evaluating the Performance and Accuracy of WhosOn

WhosOn’s integration with ChatGPT reveals several key strengths and some areas for improvement.

Performance

WhosOn’s integration with ChatGPT significantly enhances its performance in customer service and support. Here are some notable aspects:

Efficient Customer Interactions

The combination of WhosOn and ChatGPT enables chatbots to handle a wide range of customer inquiries, from basic FAQs to more complex issues. This integration ensures that customers are greeted and assisted by an intelligent virtual assistant that can understand their needs and communicate naturally.

Omnichannel Experience

WhosOn allows for unified communication channels, where chatbots can manage interactions, schedule call-backs, and bridge customer calls within the same chat window. This provides a seamless and omnichannel experience for customers.

Intelligent Bot Management

The platform treats the ChatGPT bot as a specialized agent, allowing for the assignment of rules, definition of working hours, and allocation of skills. This ensures the bot operates under the same standards as human agents, enhancing overall efficiency.

Continuous Learning

The chatbot evolves continuously through custom reports and data analysis, improving its intelligence and conversational capabilities over time. This ensures the bot becomes progressively adept at handling a wider array of customer interactions.

Accuracy

The accuracy of WhosOn’s ChatGPT integration is largely driven by the advanced conversational AI of ChatGPT:

Conversational Cohesion

The chatbot not only responds but also comprehends and engages with customers intuitively, knowing when to step back and allow human agents to take over. This ensures accurate and relevant responses to customer queries.

Data Integration

The system automatically funnels conversational data into the CRM, ensuring every interaction is captured, stored, and utilized to enhance future customer interactions and insights. This reduces errors associated with manual data entry and improves the accuracy of customer data.

Limitations and Areas for Improvement

While WhosOn and ChatGPT offer significant advantages, there are some limitations and areas to consider:

Dependence on Data Quality

The effectiveness of the chatbot is heavily dependent on the quality and quantity of the conversational data it is trained on. Poor data can lead to less accurate or less helpful responses.

Potential Skill Stagnation

The automation of customer service tasks by AI chatbots can reduce the need for human agents to engage in problem-solving or complex customer interactions, potentially limiting the development of critical thinking and advanced communication skills among customer service representatives.

Customer Expectation Management

While the system provides estimated wait times and alternate support options, managing customer expectations during peak hours or when the queue is full remains crucial. Keeping customers informed about wait times and support options can help reduce frustration.

Human Oversight

Despite the advanced capabilities of ChatGPT, human oversight is still necessary to ensure that the bot is functioning correctly and to handle complex or unusual customer queries that the bot may not be able to resolve.

In summary, WhosOn’s integration with ChatGPT offers high performance and accuracy in customer service, but it is important to address the potential limitations, such as data quality, skill stagnation, and the need for human oversight to ensure optimal results.

WhosOn - Pricing and Plans

Plans and Pricing

WhosOn Cloud

Monthly Cost: $33 per user/month.
Features:

Hosted in a secure data centre.
No maintenance required.
Easy setup with just a line of code on your website.
Access to core live chat features such as visitor targeting, transfers, shortcut messages, persistent chat, offline form, and more.

WhosOn On-Premises

Monthly Cost: $46 per user/month.
Features:

Host the chat solution in-house.
Store data on your own private servers.
Full control over your own security.
Similar core features as the cloud plan, with the added benefit of on-premises data storage.

WhosOn Enterprise

Monthly Cost: $46 per user/month.
Features:

Custom-configured environment.
No shared resources or bandwidth.
Designed to handle any volume of chats.
Includes all core features plus additional enterprise-level features such as dedicated server setup, international deployment, and 24/7/365 support.

Additional Features and Add-ons

Multiplatform Support: Includes live chat, email, SMS to chat, video chat, web client, and omnichannel calling. Requires a Twilio account for some features.
Agent Tools: Canned responses, chat alerts, chat preview, chat search, chat transcript, concurrent chats, filtered searches, and more.
Analytics and Reporting: Detailed reporting with multiple formats and charts, data export options (JSON, CSV, XLSX), and KPI dashboards.
Help Desk and Integrations: Integrations with Azure Cosmos, WhatsApp, Google, Facebook Messenger, CRM, Office 365, Power BI, Twilio, and more. Features include co-browsing, customer chat history, and remote desktop control.
Security: Full control over security, encrypted messages, and permanent deletion of chat data.

Free Trial

WhosOn offers a 30-day free trial for both cloud and on-premises deployments. This allows you to experience the advanced live chat features before committing to a plan.

Add-ons

Various add-ons are available for additional pricing, including AI Chatbot, Translation, Video Chat, Remote Desktop Control, Azure Cosmos archiving, Co-browsing, White labeled chat, and a Developer version.

WhosOn - Integration and Compatibility

WhosOn Overview

WhosOn, a comprehensive live chat solution, integrates seamlessly with a variety of business tools and platforms, ensuring a cohesive and efficient tech stack for its users.

CRM Integrations

One of the key integration points for WhosOn is with Customer Relationship Management (CRM) systems. Here are some of the CRMs it supports:

Salesforce

WhosOn integrates smoothly with Salesforce, allowing you to create new contacts, update existing records, and auto-populate CRM submissions directly from chat sessions. It also stores chat transcripts against Salesforce contacts, ensuring all customer information is in one place.

HubSpot

The integration with HubSpot enables agents to access the CRM tab during chats, send contact information to HubSpot, and save chat transcripts as notes under the contact record in HubSpot.

Microsoft Dynamics

WhosOn can be integrated with Microsoft Dynamics, requiring web services access from the WhosOn server and user locations. This integration allows for similar functionalities as with other CRMs, such as creating and updating records.

SugarCRM

WhosOn also supports integration with SugarCRM, enabling users to connect their SugarCRM environment, enter necessary credentials, and manage contacts and chat transcripts within the CRM.

Chatbot Integration

WhosOn enhances its capabilities through integration with ChatGPT, an advanced conversational AI. This integration allows for automated customer interactions that are intelligent and human-like. The chatbot can manage basic inquiries, understand customer needs, and seamlessly transition to live agents when necessary, ensuring a cohesive and enriched customer experience.

Platform and Device Compatibility

WhosOn is highly flexible in terms of accessibility:

Web Client

The WhosOn web client allows live chat operators to handle chats directly from any browser on any device, eliminating the need for downloads or updates. This provides more flexibility in accessing WhosOn, whether via desktop, app, browser, or custom API.

On-Premises and Cloud

WhosOn offers both on-premises and cloud-based deployments. The on-premises edition gives organizations full control over their chat service and data, allowing them to host the solution on their private internal servers and apply their own security policies. The cloud-based option is also available for enterprises that prefer a more traditional cloud setup.

General Compatibility

WhosOn’s integrations are designed to be seamless and user-friendly, ensuring that data exchange between different platforms happens effortlessly and in real-time. For example, the Salesforce integration allows for automatic syncing of URLs to new or updated Salesforce records back to WhosOn logs, enhancing the overall efficiency of customer service operations.

Conclusion

In summary, WhosOn’s integrations with various CRM systems, its compatibility with different devices and platforms, and its integration with advanced chatbot technology make it a versatile and efficient tool for managing customer interactions.

WhosOn - Customer Support and Resources

WhosOn Customer Support Overview

WhosOn offers a comprehensive suite of customer support options and additional resources, particularly in its AI-driven product category, to ensure seamless and effective customer engagement.

Live Chat and Help Desk

WhosOn provides a live chat solution that allows for real-time communication between your brand and web visitors. This includes features such as live video chats for face-to-face service, the ability to save and share chat transcripts, and an inbuilt spelling and grammar checker to prevent mistakes.

ChatGPT Integration

One of the standout features is the integration with ChatGPT, which enables businesses to provide intelligent and responsive customer service. This integration combines AI-driven conversations with live agent support, allowing for a seamless transition between automated and human interactions. The ChatGPT bot can manage more than just basic inquiries; it can understand, interact, and smoothly hand over to live agents when necessary.

Automated and Human Interactions

The ChatGPT integration within WhosOn allows for intelligent bot management, where you can assign rules, define working hours, and allocate skills to the bot, ensuring it operates under the same standards as human agents. This setup ensures that the bot comprehends, engages, and knows when to step back for human agents to take over.

CRM Integrations and Unified Communication Channels

WhosOn facilitates effortless CRM integrations, automatically funneling conversational data into your CRM system. This ensures that every interaction, whether with the ChatGPT bot or a live agent, is captured, stored, and utilized to enhance future customer interactions. Additionally, the platform offers unified communication channels, allowing for scheduling call-backs, bridging customer calls, and managing all interactions within the same chat window.

Security and Data Privacy

WhosOn is designed with security and efficiency in mind, ensuring data privacy through its local LLM server and secure infrastructure. The OptimaGPT server provides OpenAI-compatible API access, ensuring complete data privacy and regulatory compliance.

Additional Resources

Help Desk Activity Monitoring: You can see help desk activity across the day, allowing for better management and resource allocation.
Agent Tools: Trained agents can handle up to five chats simultaneously, and specific chat permissions can be set on a user and group basis.
Feedback Mechanism: Users can give direct feedback on WhosOn directly from their desktop client.
Analytics and Reporting: WhosOn offers comprehensive analytics and reporting features, helping you monitor and improve your customer support operations.

Trials and Support

WhosOn offers a free 30-day trial on your site, requiring no credit card, allowing you to test the features before committing. This trial period includes access to all the advanced features, enabling you to assess the suitability of the platform for your business needs.

Conclusion

Overall, WhosOn provides a well-rounded customer support system that combines the benefits of AI-driven chatbots with the personal touch of live agents, all while ensuring data security and compliance.

WhosOn - Pros and Cons

Advantages of WhosOn

WhosOn is a comprehensive live chat software that offers several significant advantages for businesses looking to enhance customer engagement and support.

Multiplatform Capability

WhosOn allows agents to handle customer interactions across multiple platforms, including live chat, email, SMS, video chat, and omnichannel calling. This flexibility enables seamless communication and ensures that agents can switch between channels efficiently.

Advanced Agent Tools

The software provides a range of tools for agents, such as canned responses, chat alerts, chat preview, chat search, and chat transcripts. These tools help agents manage conversations smoothly and maintain high levels of customer satisfaction.

Analytics and Reporting

WhosOn features advanced analytics and reporting tools, including a built-in dashboard for monitoring chats, KPI dashboards, and the ability to export data in various formats like JSON, CSV, and XLSX. This helps in evaluating agent performance and making data-driven decisions.

Integration and Security

The software integrates with various platforms such as WhatsApp, Google, Facebook Messenger, CRM systems, Office 365, and Power BI. It also offers strong security features, including encryption, IP blacklisting, and profanity filters, ensuring the confidentiality and security of customer data.

Customer Engagement

WhosOn helps businesses interact with customers more effectively, enhancing conversion rates by generating potential leads. It offers personalized service options and remote access, allowing managers and agents to communicate with customers efficiently.

Support and Training

WhosOn provides comprehensive support services, including training, remote configurations, and 24/7 technical support via chat, telephone, and email. This ensures that users can maximize the software’s benefits with minimal downtime.

Disadvantages of WhosOn

While WhosOn offers many benefits, there are some drawbacks to consider:

Customization Limitations

One of the significant drawbacks is the lack of customization options to integrate the chat more seamlessly into the web page. This can make the chat appear less integrated with the website’s design.

Frequent Logins and Chat Copy Issues

Some users have reported issues with frequent logins and the inability to copy chat transcripts, which is largely due to the security measures in place to protect user data.

Performance with Poor Internet Connectivity

The software can be slow when internet connectivity is poor, which is a common issue with many live chat solutions that require a stable internet connection.

Limited Free Trial

Unlike some other software, WhosOn does not offer a free trial version, which might make it harder for potential users to test the software before committing to a purchase. In summary, WhosOn is a powerful live chat software with numerous features that enhance customer engagement and support. However, it has some limitations, particularly in terms of customization and the absence of a free trial. Despite these, its strong security, analytics, and multiplatform capabilities make it a valuable tool for many businesses.

WhosOn - Comparison with Competitors

When Considering AI-Driven Live Chat and Customer Engagement Tools

WhosOn stands out with several unique features, but it also has some compelling alternatives. Here’s a comparison to help you make an informed decision:

WhosOn Unique Features

Advanced Chatbot Integration: WhosOn integrates seamlessly with leading chatbot frameworks such as IBM Watson, Azure Bot, Amazon Lex, Dialogflow, and ChatGPT. This allows for a streamlined contact center operation where bots and agents work together in a single, uninterrupted thread.
Enterprise Scaling: WhosOn is primed for multisite, multi-country, and multilingual operations, making it a strong choice for large and global businesses.
Security and Compliance: The platform emphasizes data security with features like encryption, intrusion prevention, and data masking, ensuring compliance with various regulations.
Customization and API: WhosOn allows for extensive customization via API or through commissioned work from their team, catering to specific business needs.

Alternatives and Their Key Features

Zoho SalesIQ

Unified Platform: Zoho SalesIQ combines live chat, analytics, and customer engagement features, optimizing marketing, sales, and customer support efforts. It includes an AI-driven chatbot, audio calling, screen-sharing, and a drag-and-drop custom bot builder.
Cost-Effective: It starts at $0 and scales with your business, making it a budget-friendly option.
Integration: Trusted by over 450,000 businesses, it integrates well with other Zoho tools.

Genesys DX

AI-Powered Conversations: Genesys DX uses patented Natural Language Understanding to enable real conversations between customers and chatbots. It provides full visibility into how the technology analyzes input to reach resolutions.
Consistent Experiences: It offers consistent AI-powered experiences across automated chat, email, and social media.
Optimization: Allows for tweaking and optimizing chatbot performance based on data analysis.

3CX

Unified Communications: 3CX is an IP PBX that provides complete Unified Communications, including mobility, status, advanced call center features, and website live chat. It is suitable for all industries and sizes.
Ease of Management: Installation, management, and maintenance are simple and can be done on your own appliance, server, or cloud-based platform.
Cost-Effective: Offers a cost-effective solution with mobile apps and video conferencing.

Askly

Multilingual Support: Askly provides automated, high-quality, and multilingual customer service. It includes real-time translation and quick replies, and it opens automatically in the preferred language of the customer.
Exit Intent Detection: It detects exit intentions and provides personalized offers to encourage more transactions.
Integration: Allows integration with website, Facebook, and Instagram messages, all manageable from one place.

ChatKlink

Unified Inboxes: ChatKlink unifies multiple channels such as website, Facebook, and Twitter into a single inbox. It offers simplified reporting, quick replies, and the ability to close deals directly within the solution.
Productive Dashboard: The dashboard is designed to increase productivity for agents, with no restrictions on the number of agents during the pandemic.
Integrations: Provides integrations via API and Webhooks to connect with various systems.

Conclusion

WhosOn stands out with its advanced chatbot integrations, enterprise scaling capabilities, and strong focus on security and compliance. However, alternatives like Zoho SalesIQ, Genesys DX, 3CX, Askly, and ChatKlink offer unique features that might better suit specific business needs.

If you need a unified platform with a strong focus on sales and marketing integration, Zoho SalesIQ could be the way to go.
For AI-powered conversations and consistent digital channel experiences, Genesys DX is a strong contender.
If you’re looking for a comprehensive Unified Communications solution, 3CX might be the best fit.
For multilingual support and exit intent detection, Askly is a good option.
For unified inboxes and a productive dashboard, ChatKlink is worth considering.

Each of these alternatives offers distinct advantages, so it’s important to evaluate them based on your specific business requirements.

WhosOn - Frequently Asked Questions

Frequently Asked Questions about WhosOn

What are the different pricing plans available for WhosOn?

WhosOn offers several pricing plans to cater to various business needs. Here are the main plans:

WhosOn Cloud: This plan costs $33 per user per month. It includes features like real-time visitor monitoring, co-browsing, offline forms, and advanced chat routing, all hosted in a secure data center with no maintenance required.
WhosOn On-Premises: This plan costs $46 per user per month and allows you to host the chat solution in-house, storing data on your own private servers and taking full control of your security.
WhosOn Enterprise: Also priced at $46 per user per month, this plan provides a custom-configured environment with no shared resources or bandwidth, making it suitable for handling any volume of chats.

What are the key features of WhosOn?

WhosOn is packed with several key features that make it a comprehensive live chat solution. Some of the notable features include:

Visitor Targeting: Allows you to proactively invite visitors to chat based on their behavior.
Transfers: Enables seamless transfer of chats between agents.
Shortcut Messages: Provides canned responses to frequently asked questions.
Persistent Chat: Ensures that chats remain active even when the visitor leaves the site.
Offline Form: Allows visitors to leave messages when agents are offline.
Co-Browsing: Enables agents to view and interact with the visitor’s browser in real-time.
Video Chat: Offers face-to-face service online via the chat channel.

Does WhosOn support multiple languages?

Yes, WhosOn supports chat in over 100 languages, making it a versatile tool for businesses with international customers.

How does WhosOn integrate with AI and chatbots?

WhosOn integrates with advanced AI chatbot frameworks such as IBM Watson, Azure Bot, Amazon Lex, Dialogflow, and ChatGPT. This integration allows for conversational tag teaming between bots and agents, omnichannel interactions, and comprehensive reporting and dashboarding. The chatbot can be managed as an agent, subject to rules, hours, and skills assignment.

What security measures does WhosOn offer?

WhosOn provides several security features, including encryption, data masking, and intrusion prevention. Additionally, the on-premises plan allows businesses to host the solution in-house, giving them full control over their own security.

Can WhosOn be integrated with CRM systems?

Yes, WhosOn supports integration with CRM systems. This allows for automatic enrichment of your CRM with conversational data, eliminating the need for manual copy-pasting.

Does WhosOn offer analytics and reporting features?

Yes, WhosOn includes a comprehensive analytics engine and reporting tools. It provides live data on website visitors, their browsing progress, and performance insights. You can also leverage Power BI for advanced reporting.

Is a free trial available for WhosOn?

Yes, a free trial is available for WhosOn, allowing you to test the features and see how it fits your business needs before committing to a plan.

How does WhosOn handle visitor tracking and monitoring?

WhosOn offers real-time visitor tracking and monitoring, allowing you to see the browsing progress of your website visitors. This feature helps in proactive chat invitations and better customer engagement.

What kind of customer support does WhosOn offer?

WhosOn provides customer support through phone and online ticket systems, ensuring that you can get help whenever you need it.

Can WhosOn be customized to fit specific business needs?

Yes, WhosOn offers customization options. The enterprise plan, in particular, allows for a custom-configured environment. Additionally, WhosOn provides a dedicated portal to tune the system to your specific needs.

WhosOn - Conclusion and Recommendation

Final Assessment of WhosOn in the Business Tools AI-Driven Product Category

WhosOn is a comprehensive live chat software that integrates advanced AI technology, making it a valuable tool for businesses seeking to enhance their customer service and engagement.

Key Features

Multilingual Support: WhosOn allows businesses to communicate with customers in over 100 languages through real-time translation, which is particularly beneficial for global companies.
AI and Automation: The platform leverages AI to handle routine and repetitive tasks through its bot framework, while human agents focus on complex and high-value interactions. This synergy between bots and agents streamlines the customer service process.
Omnichannel Capabilities: WhosOn supports seamless transitions between chat, call, and other communication channels, ensuring a smooth customer experience.
Advanced Analytics and Reporting: The software provides detailed live data on website visitors, sentiment analysis, and extensive reporting features, which help in monitoring and improving customer service performance.
Security and Customization: It offers various deployment options, including cloud, on-premises, and custom environments, ensuring data security and flexibility according to business needs.

Who Would Benefit Most

WhosOn is particularly beneficial for several types of organizations:

Financial Institutions: The software is highly suited for financial services, where secure and AI-driven live chat can transform customer service operations. It helps in meeting the demands for digitized customer service accessible from any portal at any time.
Large Enterprises: Enterprises can leverage WhosOn’s custom-configured environment, which is primed to handle any volume of chats without shared resources or bandwidth. This makes it ideal for large-scale operations.
Small to Medium-Sized Enterprises (SMEs): SMEs can benefit from the cloud-hosted option, which is cost-effective and requires no maintenance or lengthy configuration. This allows SMEs to quickly integrate live chat into their customer service strategy.

Recommendation

WhosOn is highly recommended for businesses that prioritize advanced customer service, multilingual support, and AI-driven automation. Here are some key reasons:

Enhanced Customer Engagement: WhosOn helps in creating content and interactions that resonate with customers, leading to improved engagement and better relationships.
Efficient Resource Allocation: The software’s analytics and reporting features enable businesses to allocate resources more effectively, focusing on the most relevant and receptive audience segments.
Competitive Advantage: By addressing specific customer needs and preferences through AI-driven live chat, businesses can differentiate themselves and gain a competitive edge in the market.

In summary, WhosOn is a versatile and advanced live chat solution that can significantly enhance customer service operations for a wide range of businesses, from SMEs to large enterprises, especially those in the financial sector. Its AI-driven features, multilingual support, and customizable deployment options make it a valuable investment for any organization looking to improve customer engagement and retention.