WhosOn - Detailed Review

Communication Tools

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WhosOn - Detailed Review Contents
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    WhosOn - Product Overview



    Overview

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

    Primary Function

    WhosOn is primarily used for live chat and AI-infused communication, enabling businesses to interact with their customers in real-time. It integrates advanced features such as chatbots, omnichannel switching, and conversational automation to streamline customer interactions.

    Target Audience

    WhosOn serves a broad spectrum of businesses, including:

    Financial Services

  • Financial services and security-focused companies


    • Government Agencies

  • Government agencies and highly regulated organisations


    • Educational Institutions

  • Educational institutions and contact centers


    • Enterprises

  • Enterprises, conglomerates, and international brands


    • Small to Medium-Sized Businesses

  • Small to medium-sized businesses


    • Niche Firms

  • Niche firms with custom needs and technical chat challenges


    • Charities and Utility Providers

  • Charities, utility providers, and comparison sites.


    • Key Features



    Multilingual Support

  • Multilingual Support: Allows chat in over 100 languages, facilitating global customer interactions.


    • AI and Chatbots

  • AI and Chatbots: Integrates AI chatbots that can assist human operators and provide automated responses. Human operators can monitor and intervene in bot conversations as needed.


    • Omnichannel Communication

  • Omnichannel Communication: Enables seamless switching between chat, call, SMS, and email, ensuring consistent customer service across various channels.


    • Advanced Analytics

  • Advanced Analytics: Offers real-time visitor tracking, web analytics, sentiment analysis, and performance insights. It also provides a live data feed on website visitors and their browsing progress.


    • Security and Compliance

  • Security and Compliance: Features encryption, data masking, intrusion prevention, and PCI/PII masking to ensure data security, especially for regulated industries.


    • Customization and Integration

  • Customization and Integration: Allows for custom deployment options (cloud, on-premises, or dedicated server) and integrates with CRM systems, reporting platforms, and other tools via APIs.


    • Performance Metrics and Reporting

  • Performance Metrics and Reporting: Provides a comprehensive reporting suite, including up to 80 different reports, to help businesses optimize their website and customer service strategies.
    • 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 and communication tool, is designed with a focus on ease of use, flexibility, and comprehensive functionality.

    Interface and Features

    WhosOn offers a straightforward and intuitive interface that allows agents to manage multiple chats efficiently. Here are some key aspects of its user interface:

    Agent Tools

    The platform provides multiple tools for agents, including canned responses, chat alerts, chat preview, chat search, chat transcripts, and concurrent chat management. These tools are designed to make interactions with clients smooth and efficient.

    Chat Window Customization

    Administrators can customize the look and feel of the chat window to match their branding. This includes options for inline, pop-up, or stacked chat windows, custom colors, and the ability to add a company logo for both mobile and desktop versions.

    User-Friendly Settings Portal

    WhosOn features a dedicated online portal for supervisors and admins, separate from the desktop client used by agents. This portal allows for in-depth settings management, including designing custom chat invites, setting up alerts for different visitor classes, and defining rules for chat routing and auto-messages.

    Ease of Use

    The interface is structured to be user-friendly, even for those who may not be highly tech-savvy:

    Simple and Straightforward

    The dashboard is built for quick, time-saving, and filtered monitoring of chats. It includes features like KPI dashboards that make analyzing staff performance easy and engaging.

    Mobile Optimization

    The tool is fully mobile-optimized, allowing agents to engage with customers regardless of their operating systems. This ensures that customer service can be delivered efficiently across different devices.

    Overall User Experience

    The overall user experience with WhosOn is highly personalized and efficient:

    Personalized Engagement

    The live chat feature is highly personalized, making each user feel as if they are the only one being served. This enhances customer navigation on the website and helps in building lasting and loyal customer relationships.

    Real-Time Assistance

    WhosOn ensures that companies can always reach out to customers in real-time, using visitor tracking features and rules to detect issues and offer advice promptly.

    Advanced Analytics and Reporting

    The platform offers advanced analytics and reporting tools, including the ability to export data in various formats like JSON, CSV, and XLSX. This helps in evaluating performance, examining chat conduct, and making data-driven decisions.

    Additional Benefits



    Integration and Security

    WhosOn integrates with numerous programs such as Azure Cosmos, WhatsApp, Google, Facebook Messenger, CRM systems, and more. It also ensures high security standards, including data encryption and the option to delete chats permanently.

    Professional Support

    The vendor provides professional help, training, and webinars to ensure that users can maximize the ROI and customer satisfaction from the product. In summary, WhosOn’s user interface is designed to be intuitive, flexible, and highly customizable, making it easy for agents and administrators to use while providing a seamless and personalized experience for customers.

    WhosOn Website

    WhosOn - Key Features and Functionality



    WhosOn Overview

    WhosOn is a comprehensive live chat software that offers a wide range of features, many of which are enhanced by AI integration. Here are the main features and how they work:



    Real Time Visitor Monitoring

    WhosOn allows agents to monitor website visitors in real-time, tracking their activities such as the pages they are viewing, their session start time, operating system, and location. This feature helps agents to engage with visitors at critical points in their customer journey.



    Proactive Chat Invitations

    Agents can invite site visitors to chat based on their activities, ensuring timely engagement. These invitations can be triggered by specific actions or pages visited, helping to convert visitors into potential customers.



    Customizable Chat Windows

    The chat windows in WhosOn are fully customizable, allowing businesses to align the chat interface with their brand. This includes custom branding, colors, and layouts to ensure a consistent user experience.



    Canned Responses

    WhosOn provides canned responses that agents can use to quickly answer frequently asked questions. These pre-written responses ensure consistent and on-brand answers, saving agents time and effort.



    Auto-text Feature

    The auto-text feature uses keyword recognition to detect key words and terms in visitors’ messages and suggests relevant canned responses. This helps agents respond quickly and efficiently to common queries without manually searching through multiple responses.



    Chat Routing

    WhosOn enables advanced chat routing, where chats can be directed to the right department or agent based on the visitor’s needs, which are often determined through pre-chat surveys.



    Visitor Tracking

    The software tracks visitor information, including their location, operating system, and the pages they visit. This data can be turned into actionable insights using the reporting function, helping businesses optimize their customer engagement strategies.



    Co-Browsing

    WhosOn’s co-browsing feature allows agents to assist visitors in real-time by viewing and interacting with their browser sessions. This 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. This integration enables businesses to deploy advanced AI chatbots that can handle customer queries, bridge customer calls, and schedule call-backs within the chat window. Agents can view bot conversations and step in when necessary, ensuring a seamless customer experience.



    AI-Driven Automation

    The integration with AI tools like ChatGPT allows for automated workflows that enhance customer interactions. For example, AI can help identify customer needs and respond promptly, reducing response times and improving customer satisfaction. This automation also streamlines communication and empowers agents with valuable insights to assist customers more effectively.



    CRM Integration

    WhosOn integrates with various CRM systems, such as Salesforce and Zoho Desk, to automatically enrich CRM data with conversational information. This eliminates the need for manual data entry and ensures that customer interactions are well-documented and accessible.



    Analytics and Reporting

    The software provides extensive analytics and reporting capabilities, allowing businesses to view data in real-time or historically, and in over 80 different report formats. This includes tracking chat requests, agent response times, and the success of Pay-Per-Click campaigns.



    Mobile App

    WhosOn offers a mobile app, enabling agents to manage and respond to chats on the go. This ensures continuous customer support even when agents are not at their desks.



    Security and Encryption

    The platform emphasizes security and encryption, ensuring that all customer interactions and data are protected. This is crucial for maintaining trust and compliance with data protection regulations.



    Multi-Language Support

    WhosOn supports multiple languages, making it accessible to a global customer base. This feature is particularly beneficial for businesses operating in diverse markets.



    File Transfer and Offline Messaging

    Agents can transfer files to visitors and handle offline messages, ensuring that customer support is continuous even when visitors are not actively engaged in a chat session.



    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 and customer satisfaction.



    Conclusion

    In summary, WhosOn combines real-time monitoring, proactive engagement, and AI-driven automation to provide a comprehensive live chat solution that enhances customer interactions and supports business growth.

    WhosOn - Performance and Accuracy



    Performance

    WhosOn’s integration with ChatGPT is highlighted for its ability to enhance automated customer interactions significantly. Here are some performance aspects:

    Seamless Interactions

  • The system ensures seamless interactions between the chatbot and live agents, providing a cohesive customer experience. This integration allows the chatbot to handle more than just basic inquiries; it can understand, interact, and smoothly transition to live agents when necessary.


    • Specialized Agent Management

  • The chatbot is managed as a specialized agent within WhosOn, allowing for the assignment of rules, definition of working hours, allocation of skills, and observation of interactions. This ensures the bot operates under the same standards as human agents.


    • Unified Communication Channels

  • The system supports unified communication channels, enabling features like scheduling call-backs, bridging customer calls, and managing all interactions within the same chat window. This provides an omnichannel experience for customers.


    • Accuracy

    Accuracy is a critical metric for AI-driven chatbots, and WhosOn’s integration with ChatGPT addresses this effectively:

    Conversational Comprehension

  • The chatbot’s accuracy is enhanced by its ability to comprehend and respond to customer queries in a naturally conversational manner. This reduces the likelihood of misunderstandings and fallbacks to live agents.


    • Continuous Learning

  • Continuous learning is a key feature, where the chatbot evolves over time based on custom reports and data analysis. This ensures the bot becomes progressively adept at handling a wider array of customer interactions.


    • Limitations and Areas for Improvement

    While the integration of WhosOn and ChatGPT offers significant advantages, there are some potential limitations and areas to consider:

    Dependence on Data Quality

  • Dependence on Data Quality: The accuracy and performance of the chatbot are heavily dependent on the quality of the conversational data it is trained on. Ensuring that the data is accurate, comprehensive, and free from biases is crucial.


    • Human Skills Impact

  • Human Skills Impact: The automation of customer service tasks by AI chatbots can limit the development of critical thinking and advanced communication skills among human customer service representatives. This highlights the need for organizations to implement processes for upskilling and reskilling workers.


    • Technical Limitations

  • Technical Limitations: While AI systems like ChatGPT are advanced, they still face challenges in replicating certain human skills, such as tacit knowledge and higher-order cognitive functions. This underscores the importance of integrating human thinking skills to complement AI capabilities.
    • In summary, WhosOn’s integration with ChatGPT demonstrates strong performance and accuracy in customer service interactions, but it is essential to address the potential limitations and ensure continuous improvement through data quality and workforce development.

    WhosOn Website

    WhosOn - Pricing and Plans



    Pricing Plans

    WhosOn has three main pricing plans:



    WhosOn Cloud

    • Cost: $33 per user per 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, and offline forms.


    WhosOn On-Premises

    • Cost: $46 per user per month.
    • Features:
      • Host the chat solution in-house.
      • Store data on your own private servers.
      • Full control over your own security.
      • Includes all the core features available in the cloud plan.


    WhosOn Enterprise

    • Cost: $46 per user per month.
    • Features:
      • Custom-configured environment.
      • No shared resources or bandwidth.
      • Designed to handle any volume of chats.
      • Includes all the core features plus additional enterprise-specific features like dedicated server setup and international deployment.


    Additional Features and Add-ons

    • WhosOn offers various add-ons for additional pricing, including AI Chatbot, Translation, Video chat, Remote desktop control, Azure Cosmos achieving, Co-browsing, White labeled chat, and a Developer version.


    Free Trial

    • WhosOn provides a 30-day free trial for both cloud and on-premises deployments, allowing you to test the software before committing to a plan.


    No Lifetime Free Plan

    • WhosOn does not offer a lifetime free plan for its users.


    Support and Customization

    • WhosOn offers phone and online ticket support. However, it does not provide customization options or APIs.

    By choosing one of these plans, you can select the deployment and feature set that best fits your business requirements.

    WhosOn - Integration and Compatibility



    WhosOn Overview

    WhosOn, an AI-driven live chat solution, offers seamless integrations with various CRM systems and other tools, ensuring a cohesive and efficient customer engagement experience.



    CRM Integrations

    WhosOn integrates smoothly with several popular CRM systems:



    Salesforce

    This integration allows you to create new Salesforce contacts directly from chat sessions, update existing records with fresh conversational data, and auto-populate CRM submissions. It also stores detailed chat transcripts against Salesforce records and syncs URLs back to WhosOn logs for informed support. To use this integration, you need a Salesforce account with access to the Web Services API.



    HubSpot

    The HubSpot integration enables agents to access the CRM tab during chats, log in with HubSpot credentials, and submit contacts directly to HubSpot. Chats can also be saved as notes under the contact record in HubSpot.



    Microsoft Dynamics

    WhosOn can integrate with Microsoft Dynamics, requiring a Dynamics account with web services available. This integration involves enabling the Microsoft Dynamics option in the WhosOn Settings portal and entering the necessary credentials.



    SugarCRM

    Similar to other CRM integrations, WhosOn can connect with SugarCRM by enabling the integration in the Settings portal, entering the URL and credentials, and connecting the app.



    Cross-Platform Compatibility

    WhosOn is highly flexible in terms of accessibility and deployment:



    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.



    Deployment Options

    WhosOn can be deployed on-premises, in a private cloud, or on a dedicated server. This flexibility is particularly useful for organizations with strict compliance and privacy needs. The solution supports various database types, including PostgreSQL, Microsoft SQL Server, MySQL, and SQLite.



    AI and Chatbot Integration

    WhosOn also integrates with advanced AI tools like ChatGPT to enhance customer interactions:



    ChatGPT Integration

    This integration combines WhosOn’s live chat capabilities with ChatGPT’s conversational AI, allowing for intelligent virtual assistants that can understand customer needs and provide human-like engagement. The chatbot can manage basic inquiries, understand context, and seamlessly transition to live agents when necessary.



    Device and Browser Support

    Given its web-based client, WhosOn is accessible from any device with an internet connection and any browser. This ensures that live chat operators can manage chats from various environments without any compatibility issues.



    Conclusion

    In summary, WhosOn offers comprehensive integrations with major CRM systems, flexible deployment options, and cross-platform compatibility, making it a versatile and efficient tool for customer engagement and support.

    WhosOn Website

    WhosOn - Customer Support and Resources



    WhosOn Customer Support Overview

    WhosOn offers a comprehensive suite of customer support options and additional resources, particularly in its communication tools and AI-driven products.

    Live Chat and Help Desk

    WhosOn provides a live chat solution that is integrated with a help desk system, allowing for efficient customer support. Agents can handle up to five chats simultaneously, and there are features to set specific chat permissions on a user and group basis. The system includes notifying chat cues for both agents and users, and it allows for the display of user mood through smiley faces in the chat window.

    Advanced Configuration and Customization

    The platform offers extensive configuration options through a dedicated online portal. This allows administrators to customize the look and feel of the chat interface, including the choice of inline, pop-up, or stacked chat windows, custom colors, and the addition of company logos. You can also set rules for how the chat channel behaves, create custom chat invites, and define conditions for detecting and engaging leads.

    ChatGPT Integration

    WhosOn integrates with ChatGPT to provide intelligent and responsive customer service. This integration allows businesses to combine AI-driven conversations with live chat, ensuring interactions are smart and customer-centric. The service includes defining chatbot objectives, ensuring the chatbot is strategically aligned with your business goals, and continuous optimization of the chatbot’s performance.

    Additional Features and Resources



    Data Management and Security

    WhosOn keeps all chat data for 7 years as standard and allows for the saving and sharing of chat transcripts. It also includes features to redact sensitive information like credit card details and PII (Personally Identifiable Information).

    Integrations

    The platform supports seamless integrations with CRM systems like Salesforce, Dynamics, and HubSpot, as well as Microsoft tools and services. You can also integrate WhosOn with third-party reporting systems and build custom integrations via the WhosOn API.

    Post-Chat Support

    After the chat, WhosOn allows for post-chat syncing with various systems, ensuring that chat data streams into the chosen systems without security compromises.

    Support and Feedback

    Users can provide direct feedback on WhosOn from the desktop client, and the platform includes predictive text to suggest common phrases, enhancing the efficiency of customer interactions. Additionally, WhosOn offers professional services for custom configurations, ensuring that the solution is shaped around specific business needs.

    Trials and Accessibility

    WhosOn provides a free 30-day trial, allowing businesses to test the features without requiring a credit card. This trial period helps in assessing whether the solution meets the business’s customer support needs. Overall, WhosOn’s customer support options are rich in features and highly customizable, ensuring that businesses can provide effective and engaging support to their customers.

    WhosOn - Pros and Cons



    Advantages



    Advanced Features and Integration

    • WhosOn offers a sophisticated feature set, including real-time translation in over 100 languages, sentiment analysis, omnichannel calling, and integrated chatbot services.
    • The platform supports native integrations with leading chatbot frameworks such as IBM Watson, Azure Bot, Amazon Lex, Dialogflow, and ChatGPT, ensuring seamless bot deployment.


    Omnichannel Capabilities

    • Users can switch seamlessly between chat and call, and the platform supports scheduling call-backs and managing all interactions within the same chat window, providing a truly omnichannel experience.


    AI-Infused Chat Technology

    • The integration with ChatGPT enables bots to understand customer needs, access a wealth of knowledge, and communicate in a naturally conversational manner. This enhances customer engagement and transitions smoothly to live agents when necessary.


    Comprehensive Reporting and Analytics

    • WhosOn provides advanced analytics, including sentiment analysis, usage reports, and performance insights. It also supports integration with Power BI for customized reporting and streams bot data to dashboards.


    Security and Compliance

    • The platform is regulation-ready, with features such as encryption, data masking, and intrusion prevention to safeguard chat data.


    Customization and Scalability

    • WhosOn allows for customization via API or through commissioned work from their team. It is also primed for multisite, multi-country, and multilingual scaling.


    CRM Integration

    • The platform automatically syncs conversational data with your CRM, eliminating the need for manual data entry and enhancing future customer interactions.


    Disadvantages



    Complex Setup

    • While WhosOn offers a free trial and customization options, setting up the system, especially with advanced features and integrations, may require significant time and preparation. For example, building an effective chatbot involves gathering data from real customer conversations over at least three months.


    Dependence on Data Quality

    • The effectiveness of the chatbot and analytics depends on the quality and volume of data gathered from customer interactions. Poor data quality can lead to less accurate bot responses and analytics.


    Potential for Overreliance on Automation

    • While the integration of AI and chatbots can enhance customer service, there is a risk of overreliance on automation, which might not always capture the nuances of human interaction. Ensuring a balance between automated and human interactions is crucial.


    Cost Considerations

    • Although the exact pricing is not detailed in the provided sources, advanced features and custom implementations may come with higher costs, which could be a barrier for smaller businesses or those with limited budgets.

    Overall, WhosOn offers a powerful and feature-rich live chat and AI-driven communication solution, but it requires careful planning, data quality, and potentially significant investment.

    WhosOn Website

    WhosOn - Comparison with Competitors



    When Comparing WhosOn with Competitors

    When comparing WhosOn with its competitors in the live chat and communication tools category, several key features and differences stand out.



    Unique Features of WhosOn

    • Advanced Chat Capabilities: WhosOn offers a sophisticated chat solution with features like real-time translation in over 100 languages, sentiment analysis, and omnichannel calling, allowing seamless transitions between chat, call, SMS, email, or social messages.
    • AI and Chatbot Integration: WhosOn integrates AI into its chat services through hybrid chatbots, conversational automation, and robo-advice, which help in automating routine tasks and reducing the workload on operators.
    • Security and Compliance: The platform ensures high security standards with encrypted conversations, data masking, intrusion prevention, and regular penetration tests and vulnerability scans.
    • Customization and Deployment Flexibility: WhosOn offers cloud, on-premises, and custom deployment options, along with advanced configuration settings for fine-tuning the system to meet specific business needs.
    • Comprehensive Reporting and Analytics: WhosOn provides detailed reporting, including sentiment analysis, usage reports, and performance insights, as well as live web analytics to track website visitors and their browsing behavior.


    Competitors and Alternatives



    tawk.to

    • Market Share: tawk.to has the highest market share among WhosOn’s competitors at 20.09%.
    • Features: While tawk.to is known for its simplicity and free plan, it lacks the advanced AI-driven features and omnichannel capabilities of WhosOn.
    • Pricing: tawk.to is generally more affordable, especially for small businesses, but may not offer the same level of customization and advanced features as WhosOn.


    Intercom

    • Market Share: Intercom holds a 17.70% market share.
    • Features: Intercom is a more comprehensive platform that includes multiple products beyond live chat, such as customer messaging and marketing automation. However, this can make it more complex and expensive compared to WhosOn, which focuses solely on chat technology.
    • Pricing: Intercom’s pricing is more complex with multiple packages, whereas WhosOn offers more straightforward and affordable pricing.


    Zendesk Chat (Formerly Zopim)

    • Market Share: Zendesk Chat has a 12.87% market share.
    • Features: Zendesk Chat is part of the broader Zendesk suite, offering integration with other customer service tools. However, it may not match WhosOn’s level of AI integration and real-time translation capabilities.
    • Pricing: Zendesk Chat’s pricing is generally higher, especially for businesses needing advanced features and integrations.


    Zoho SalesIQ

    • Features: Zoho SalesIQ offers a unified platform for marketing, sales, and customer support, including features like built-in audio calling, screen-sharing, and an AI-driven chatbot. However, it may not have the same level of customization and deployment flexibility as WhosOn.
    • Pricing: Zoho SalesIQ starts at $0 and scales with the business, making it a cost-effective option, but it might lack some of the advanced chat features of WhosOn.


    Other Alternatives

    • 3CX: This is more of a unified communications solution that includes live chat but is primarily focused on IP PBX and call center features. It is suitable for businesses needing a comprehensive communications suite rather than a dedicated live chat solution.
    • HelpCrunch: Known for its customizable widget and help desk features, HelpCrunch is a good option for businesses looking to convert more leads and drive sales through live chat. However, it may not offer the same level of AI-driven features and security as WhosOn.


    Conclusion

    In summary, WhosOn stands out with its advanced AI-driven chat features, real-time translation, and strong security measures. While competitors like tawk.to, Intercom, and Zendesk Chat offer different strengths, WhosOn’s focus on chat technology and customization options make it a compelling choice for businesses seeking a sophisticated live chat solution.

    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 SmallTalk: This plan is free and includes basic features such as a simple chat interface.
    • WhosOn Cloud: This plan costs $33 per user per month and includes features like real-time visitor monitoring, co-browsing, geo-IP visitor location, and advanced chat routing.
    • WhosOn On-Premises: This plan costs $46 per user per month and allows you to host the chat solution in-house, giving you full control over your own security and data storage.
    • 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 advanced features, including:

    • Real-Time Visitor Monitoring: Tracks visitors in real-time and provides insights into their browsing behavior.
    • Proactive Chat Invitations: Allows you to invite visitors to chat based on their activity.
    • Customizable Chat Windows: You can customize the chat interface to match your brand.
    • Co-Browsing: Enables agents to browse the website alongside the visitor.
    • Chat Routing and Transfers: Routes chats to the most suitable agents and allows for seamless transfers.
    • Multi-Language Support: Supports chat in over 100 languages.
    • Chatbot Integration: Integrates with leading chatbot frameworks like IBM Watson, Azure Bot, Amazon Lex, and Dialogflow.


    How does WhosOn handle data security?

    WhosOn prioritizes data security with several measures:

    • Encryption: Ensures that all chat data is encrypted.
    • Intrusion Prevention: Protects against unauthorized access.
    • Data Masking: Masks sensitive data to prevent unauthorized viewing.
    • External Archiving: Allows you to archive chats externally and sync data with your CRM.


    Can WhosOn be integrated with other systems?

    Yes, WhosOn supports integration with various systems:

    • CRM Integration: Automatically enriches your CRM with conversational data.
    • Third-Party Integrations: Supports integrations with other tools and platforms.
    • Reporting and Dashboarding: Integrates with tools like Power BI for advanced reporting and analytics.


    Does WhosOn offer support for chatbots?

    WhosOn has a comprehensive chatbot platform:

    • Native Integrations: Supports integrations with leading chatbot frameworks.
    • Conversational Tag Teaming: Agents can view and step into bot conversations seamlessly.
    • Omnichannel Interactions: Bots can handle customer calls and schedule call-backs within the chat window.
    • Bot Management: Treats bots as agents with rules, hours, and skills assignments.


    Is a free trial available for WhosOn?

    Yes, a free trial is available for WhosOn. Before starting any custom work, WhosOn recommends taking the time to understand your business goals and then setting you up with a free trial to test the software.



    How does WhosOn support multilingual interactions?

    WhosOn supports chat in over 100 languages, enabling you to communicate with customers globally. This feature is particularly useful for businesses operating in multilingual environments.



    What deployment options are available for WhosOn?

    WhosOn offers several deployment options:

    • Cloud Hosted: No maintenance required; simply add a line of code to your website.
    • On-Premises: Host the chat solution in-house, giving you full control over security and data storage.
    • Enterprise: A custom-configured environment with no shared resources or bandwidth.


    What kind of customer support does WhosOn offer?

    WhosOn provides customer support through:

    • Phone Support
    • Online Ticket Support

    These channels ensure you can get help whenever you need it.



    Can WhosOn be customized to fit specific business needs?

    Yes, WhosOn allows for customization:

    • Custom Reporting: You can create custom reports and performance insights.
    • API Customization: You can customize the chat via API or commission custom work from the WhosOn team.
    • Custom Branding: You can customize the chat interface to match your brand.

    WhosOn Website

    WhosOn - Conclusion and Recommendation



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

    WhosOn is a comprehensive live chat software that integrates advanced AI-driven features, making it a valuable tool for various types of organizations, particularly those seeking to enhance their customer service and engagement.



    Key Features

    • Multilingual Support: WhosOn allows you to chat with customers in over 100 languages, which is particularly beneficial for organizations with a global customer base.
    • AI and Chatbot Integration: The platform includes AI-infused chat technology and chatbot services, enabling automated responses to simple queries and freeing human agents to handle more complex issues.
    • Omnichannel Communication: Users can seamlessly switch between chat, call, and video chat, providing a flexible and convenient communication experience.
    • Security and Compliance: WhosOn ensures encrypted conversations, data masking, and intrusion prevention, making it a secure option for sensitive data handling.
    • Customization and Deployment: The software offers cloud, on-premises, and custom deployment options, catering to different organizational needs and preferences.


    Benefits

    • Improved Customer Engagement: WhosOn helps in creating content and interactions that resonate with the audience, leading to better engagement and stronger customer relationships.
    • Enhanced Customer Satisfaction: With features like real-time translation, sentiment analysis, and personalized interactions, WhosOn can significantly boost customer satisfaction ratings.
    • Efficient Resource Allocation: The automation and AI features help in handling routine queries efficiently, allowing human agents to focus on more complex and emotionally sensitive issues.


    Target Audience

    WhosOn is beneficial for a wide range of organizations, including:

    • Educational Institutions: It helps in providing instant support to students and parents, and its AI-infused chat can handle various educational queries efficiently.
    • Small to Medium-Sized Enterprises (SMEs): SMEs can leverage WhosOn’s advanced features to improve customer service without the need for extensive IT infrastructure.
    • Enterprises: Large organizations can benefit from the custom-configured environment and the ability to handle a high volume of chats, ensuring no shared resources or bandwidth limitations.


    Recommendation

    WhosOn is a highly recommended live chat software for any organization looking to enhance its customer service capabilities. Here are a few reasons why:

    • Comprehensive Feature Set: It offers a wide range of features that cater to various communication needs, from real-time translation to omnichannel calling and AI-driven chatbots.
    • Flexibility: The option to deploy the software in cloud, on-premises, or custom environments makes it adaptable to different organizational setups.
    • Security: The emphasis on encryption, data masking, and intrusion prevention ensures that customer data is well-protected.
    • Customer Satisfaction: The platform’s ability to provide personalized and immediate interactions aligns well with the growing preference for live chat among consumers.

    Overall, WhosOn is a solid choice for organizations aiming to improve customer engagement, satisfaction, and retention through advanced and secure live chat solutions.

    WhosOn Website
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