Product Overview of WhosOn
WhosOn is a sophisticated live chat software designed to enhance customer service and engagement for modern businesses. Here’s a detailed look at what the product does and its key features.
What WhosOn Does
WhosOn is tailored to provide exceptional online chat support, converting website visitors into business opportunities. It offers a comprehensive suite of tools that enable businesses to interact with customers in real-time, manage conversations efficiently, and analyze customer interactions to improve service quality.
Key Features and Functionality
Multiplatform and Omnichannel Support
WhosOn supports multiple platforms, including live chat, email, SMS, video chat, and web clients. It allows seamless switching between these channels, ensuring continuous engagement even if the conversation is interrupted. This is facilitated by omnichannel calling, which requires a Twilio account with a telephone number or SIP address.
Advanced Agent Tools
The software provides a range of tools for agents to manage chats effectively. These include canned responses, chat alerts, chat preview, chat search, chat transcripts, concurrent and distraction-free chats, filtered searches, and a live chat spell checker. These tools help agents handle multiple conversations efficiently and maintain high service standards.
Real-Time Visitor Monitoring and Analytics
WhosOn offers real-time visitor tracking and web analytics, allowing businesses to monitor visitor activity and segregate them intelligently. The software provides detailed insights through built-in dashboards, KPI reports, and the ability to export data in various formats such as JSON, CSV, and XLSX. Integration with Power BI and other analytics platforms further enhances reporting capabilities.
Customer Chat History and CRM Integration
WhosOn tracks returning visitors and retains a log of previous chat sessions, which can be viewed within the chat client. This feature, combined with CRM integration, helps agents understand the customer’s relationship with the business and provide more personalized service.
Chatbot Integration and AI Capabilities
The software allows businesses to integrate AI-powered chatbots into their service, enabling automated responses and conversational automation. This blend of human agents and AI technology enhances the efficiency and scalability of customer service operations.
Security and Compliance
WhosOn prioritizes security with features such as encryption, data masking, intrusion prevention, and the ability to permanently delete chat records. The software is designed for compliance with various regulations, ensuring that businesses can maintain high standards of data security.
Customization and Deployment Options
WhosOn offers flexibility in deployment, with options for cloud, on-premises, and custom deployments. Businesses can customize the chat functionality via APIs or commission custom work from the WhosOn team to meet specific needs.
Multilingual Support and Global Scalability
The software supports chat in over 100 languages, making it suitable for multinational businesses. It is also primed for multisite, multi-country operations, ensuring that businesses can scale their customer service globally.
Help Desk and Integrations
WhosOn includes a robust help desk with features like agent availability, chat queues, co-browsing, customer chat history, and remote desktop control. It integrates with various platforms such as WhatsApp, Facebook Messenger, Google, Office 365, and CRM systems to provide a seamless and integrated customer service experience.
In summary, WhosOn is a powerful live chat solution that combines advanced features, robust analytics, and strong security measures to enhance customer service and drive business growth. Its flexibility, customization options, and integration capabilities make it a versatile tool for businesses of all sizes.