WhosOn - Detailed Review
Customer Service Tools
WhosOn - Product Overview
WhosOn Overview
WhosOn is a comprehensive live chat software that plays a crucial role in the customer service tools and AI-driven communication category. Here’s a brief overview of its primary function, target audience, and key features:Primary Function
WhosOn is designed to enable businesses to engage with their website visitors efficiently through live chat, helping to convert visitors into customers, increase customer satisfaction, and enhance overall customer retention rates. It combines live chat capabilities with advanced analytics, automation, and integration features to streamline customer interactions.Target Audience
WhosOn caters to a diverse range of businesses, including:- Financial services and security-focused companies
- Government agencies
- Educational institutions
- Contact centers
- Public sector and highly regulated organizations
- Niche firms with custom needs
- Enterprises and conglomerates
- Outsourcing suppliers
- International brands
- Charities
- Utility providers
- Comparison sites
Key Features
Multiplatform Support
WhosOn offers multiplatform support, allowing agents to engage with customers through various channels such as live chat, email, SMS, video chat, and omnichannel calling. This flexibility includes seamless switching between channels and the ability to continue conversations even when the initial channel is disrupted.Agent Tools
The software provides multiple tools for agents, including canned responses, chat alerts, chat previews, chat transcripts, concurrent chat handling, and a live chat spell checker. These tools help agents manage chats efficiently and maintain a high level of professionalism.Analytics and Reporting
WhosOn features advanced analytics and reporting tools. It supports multiple formats and charts, allows data export in various formats (JSON, CSV, XLSX), and integrates with tools like Power BI for detailed reporting. The KPI dashboard helps in evaluating agent performance and chat conduct through filters and graphs.Help Desk and Integrations
In addition to live chat, WhosOn includes a comprehensive help desk system with features such as chat queues, co-browsing, customer chat history, and skill-based chat routing. It integrates with various platforms like Azure Cosmos, WhatsApp, Facebook Messenger, CRM systems, Office 365, and Twilio.Security
Security is a top priority for WhosOn. It offers encryption for messages in transit, IP blocking, and the ability to delete chat data permanently. The software also includes profanity filters and adheres to security standards like PCI DSS to ensure customer data privacy.Customization and Deployment
WhosOn allows for customization and offers various deployment options, including cloud, on-premises, and custom deployments. It supports chat in over 100 languages and includes features like real-time visitor tracking and web analytics. Overall, WhosOn is a versatile and feature-rich live chat software that caters to the diverse needs of various businesses, enhancing their customer service capabilities and data security. WhosOn - User Interface and Experience
User Interface
Overview
The interface of WhosOn is straightforward and user-friendly, allowing agents to manage multiple chats simultaneously without distraction. It includes features such as canned responses, chat alerts, chat preview, chat search, and chat transcripts, which streamline the communication process.
Administrator Portal
Administrators and supervisors have access to a dedicated online portal for settings management, separate from the desktop client used by agents. This portal allows for extensive configuration options, including customizing the look and feel of the chat window, setting rules for how WhosOn functions, and designing custom chat invites and surveys.
Chat Window Customization
The chat window itself can be customized in various ways, such as choosing between inline, pop-up, or stacked chat windows, setting custom colors to match branding, and adding company logos for both mobile and desktop.
Ease of Use
Multiplatform Support
WhosOn is built to be easy to use, with features like multiplatform support, allowing agents to switch seamlessly between live chat, email, SMS, video chat, and other channels. This flexibility ensures that agents can engage with customers across different platforms without any hassle.
AI-Powered Tools
The software includes advanced tools like AI-powered chatbots that handle initial queries and escalate to human operators when necessary, making the process efficient and reducing the workload on human agents.
Reporting and Analytics
The reporting and analytics tools are also user-friendly, with a built-in dashboard for quick and filtered monitoring of chats. The WhosOn Data portal centralizes all data, reports, and agent stats, making it easy to access, analyze, and export chat data in various formats like JSON, CSV, and XLSX.
Overall User Experience
Privacy and Security
WhosOn enhances the user experience by providing a privacy-first live chat solution, ensuring full control over chat data and compliance with data regulations. This builds trust with customers and ensures their data is secure.
Scalability and Integration
The software supports multiple languages and is scalable for enterprises, making it suitable for multi-site and cross-country operations. The integration with AI tools, such as sentiment analysis and real-time chat translation, further enriches the customer experience by providing prompt and personalized support.
Administrative Control
For administrators, the ability to set granular rules for operators, manage user access, and track user performance via summary dashboards adds to the overall ease of managing the system.
Customization and Control
Extensive Customization
WhosOn offers extensive customization options, allowing businesses to shape the software around their specific needs. This includes setting up custom chat windows, designing invites, and creating pre and post-chat surveys. Administrators can also control how the chat channel behaves and set rules for routing requests.
Security Features
The security features are also highly customizable, with options to delete chats permanently, including summaries, attachments, and client details, ensuring that all conversations are encrypted and secure.
In summary, WhosOn’s user interface is designed to be intuitive and efficient, with a strong focus on customization and security. This makes it an effective tool for enhancing customer engagement and operational efficiency.
WhosOn - Key Features and Functionality
WhosOn Overview
WhosOn is a comprehensive live chat solution that integrates advanced AI features to enhance customer service. Here are the key features and how they work:
AI-Driven Chatbots
WhosOn integrates with ChatGPT to create intelligent and responsive chatbots. These bots can understand customer needs, access a wealth of knowledge, and communicate naturally. They can manage more than just basic inquiries; they interact, comprehend context, and smoothly transition to live agents when necessary. This integration ensures a cohesive and enriched customer experience.
CRM Integrations
WhosOn allows for seamless CRM integrations, enabling automatic data entry and updating of customer records. This ensures that all conversational data, whether from ChatGPT or live agents, is captured, stored, and utilized to enhance future interactions. This feature eliminates manual data entry and keeps customer data synchronized across all platforms.
Unified Communication Channels
WhosOn provides an omnichannel experience by allowing customers to interact through various channels, such as chat, calls, and other support channels, all within the same chat window. This flexibility includes scheduling call-backs and bridging customer calls, ensuring a unified and efficient communication experience.
Intelligent Bot Management
You can manage the ChatGPT bot as a specialized agent within WhosOn. This involves assigning rules, defining working hours, allocating skills, and observing interactions. This ensures the bot operates under the same standards as human agents, maintaining consistency and quality in customer interactions.
Conversational Cohesion
Agents and ChatGPT work in unison to ensure customers experience a fluid conversation. Agents can seamlessly step into ChatGPT’s interactions, continuing the dialogue in a single, uninterrupted thread. This maintains consistency and context in every interaction.
Insightful Reporting and Analytics
WhosOn provides comprehensive reporting and analytics. You can stream data to dashboards, track interactions, and pull unified reports that combine both bot and agent chats. This gives a holistic view of customer interactions and performance metrics, helping you monitor and improve the bot’s performance.
Comprehensive Single-Point Support
The chatbot acts as a versatile support hub, managing file sharing, attachments, and providing customers with a singular, efficient touchpoint for all their support needs. This ensures convenience and simplicity in every interaction.
Multi-Language Support
WhosOn offers real-time translation capabilities, allowing you to chat with customers in over 100 languages. This feature is particularly useful for businesses with a global customer base.
Sentiment Analysis
The platform includes sentiment analysis tools that help gauge the mood and urgency of chats. This allows agents to prioritize and respond to customer inquiries more effectively.
Security Features
WhosOn emphasizes security with features like encryption, data masking, and intrusion prevention. It also supports on-premises deployment and integrates with secure infrastructure, ensuring data privacy and regulatory compliance.
Agent Tools and Management
WhosOn provides a range of tools for agents, including smart auto-text suggestions to speed up responses, live chat mood indicators, and a management toolset for supervisors to monitor and refine the chat service. Agents can also switch channels seamlessly from chat to call, enhancing their ability to handle customer inquiries efficiently.
Custom Reporting and Analytics
The platform offers custom reporting capabilities, including the use of Power BI for detailed analytics. This helps in tracking performance insights, usage reports, and sentiment analysis, providing a clear picture of customer interactions and service performance.
Conclusion
By integrating these features, WhosOn enhances customer service by providing intelligent, responsive, and seamless interactions, ensuring that customers are always heard, understood, and assisted effectively.
WhosOn - Performance and Accuracy
Evaluation of WhosOn’s Performance in Customer Service Tools
Response Times and Efficiency
WhosOn’s performance can be gauged through the response times and efficiency of their live chat solutions. For instance, two insurance companies, Customer A and Customer B, implemented WhosOn with different approaches. Customer B, who opted for a bespoke solution with ongoing consultancy, achieved an average response time of 5.2 seconds, significantly better than Customer A’s 20.9 seconds. This difference highlights the impact of strategic implementation and continuous optimization on performance.Chat Volume and Agent Efficiency
Customer B, with their strategic long-term plan, managed to handle an average of 13 chats per hour per agent, compared to Customer A’s 11 chats per hour. This indicates that with proper implementation, training, and ongoing reviews, WhosOn can significantly enhance agent efficiency and chat volume.Customer Satisfaction (CSAT)
The CSAT scores also reflect the performance of WhosOn. Customer B, with a more planned and optimized approach, achieved a CSAT score of 84.01%, while Customer A scored 72.02%. This disparity underscores the importance of effective implementation and continuous improvement in maintaining high customer satisfaction levels.First-Time Resolution (FTR)
Customer B’s FTR rate was 70.7%, whereas Customer A did not track this metric due to a lack of planning and consultation during their deployment. This shows that with the right strategies and tools, WhosOn can help achieve high FTR rates, which are crucial for customer satisfaction.Integration with AI (ChatGPT)
WhosOn’s integration with ChatGPT enhances their AI-driven customer service capabilities. This integration allows for intelligent and responsive interactions, blending AI precision with human-like engagement. The bot can manage more than just basic inquiries, understand customer needs, and transition smoothly to live agents when necessary. This integration also supports effortless CRM integrations, unified communication channels, and intelligent bot management.Limitations and Areas for Improvement
One of the main limitations observed is the significant difference in performance between customers who opt for a self-implemented solution versus those who engage in a consultative approach with WhosOn. Customer A’s experience shows that without proper planning, training, and ongoing consultancy, the effectiveness of the live chat solution can be compromised. This highlights the need for thorough implementation and continuous optimization to achieve optimal results.Training and Support
The success of WhosOn’s live chat solution is heavily dependent on the training and support provided to agents. Customer B’s bi-annual training sessions and ongoing consultancy were key factors in their superior performance. This suggests that investing in agent training and continuous support is essential for maximizing the benefits of WhosOn’s solutions.Conclusion
In summary, WhosOn’s performance and accuracy in the customer service tools category are highly dependent on the approach to implementation, ongoing optimization, and agent training. While the technology itself is capable of delivering high performance and customer satisfaction, the strategic deployment and continuous improvement are critical for achieving the best results. WhosOn - Pricing and Plans
Pricing Plans
WhosOn provides three main deployment options: Cloud, On-Premises, and Enterprise.WhosOn Cloud
- Price: $33 per user per month.
- Features: This plan includes cloud hosting in secure data centers, no maintenance required, and easy installation by adding a line of code to your website.
- Additional Features: Includes core live chat functionalities such as Visitor Targeting, Transfers, Shortcut Messages, Persistent Chat, and Offline Form.
WhosOn On-Premises
- Price: $46 per user per month.
- Features: This plan allows you to host the chat solution in-house, store data on your own private servers, and take full control of your own security.
- Additional Features: Similar to the Cloud plan, with added benefits of on-premises installation and data storage.
WhosOn Enterprise
- Price: $46 per user per month.
- Features: This plan offers a custom-configured environment with no shared resources or bandwidth, making it suitable for handling any volume of chats.
- Additional Features: Includes all the features from the other plans, plus dedicated server setup and staging environment setup for smooth delivery.
Additional Features and Add-ons
- Add-ons: WhosOn also offers various add-ons for additional pricing, such as AI Chatbot, Translation, Video Chat, Remote Desktop Control, Azure Cosmos Archiving, 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 Free Plan
- WhosOn does not offer a lifetime free plan for its users.
WhosOn - Integration and Compatibility
WhosOn Overview
WhosOn, a leading provider of live chat and AI-driven customer service tools, offers seamless integrations with various other tools and platforms, ensuring a cohesive and efficient tech stack for businesses.Integration with Salesforce
One of the key integrations WhosOn offers is with Salesforce. This integration allows businesses to create new Salesforce contacts directly from chat sessions, update existing records with fresh conversational data, and auto-populate CRM submissions without manual data entry. Chat transcripts are automatically stored against Salesforce contacts, enriching the records and providing a comprehensive view of customer interactions. Additionally, URLs to new or updated Salesforce records are synced back to WhosOn, enabling informed and intelligent support.Chatbot Integrations
WhosOn also integrates with advanced chatbot frameworks, such as ChatGPT, to enhance automated customer interactions. This integration combines AI precision with human-like engagement, allowing chatbots to understand customer needs, access a wealth of knowledge, and communicate naturally. The chatbot can manage more than just basic inquiries; it can interact, comprehend, and transition smoothly to live agents when necessary, ensuring a cohesive customer experience.Cross-Platform Compatibility
WhosOn is highly flexible in terms of accessibility. The web client allows live chat operators to handle chats directly from any browser on any device, eliminating the need for downloads or updates. This flexibility extends to desktop clients, apps, and even custom API integrations, providing multiple ways to access and use WhosOn.Other Integrations
WhosOn supports a wide range of integrations beyond Salesforce and chatbots. It can be integrated with Microsoft tools and services, third-party reporting systems, and other contact channels. Businesses can push-pull customer data between WhosOn and their CRM, switch between different contact channels, and process chat data via various systems. The WhosOn API also allows for building custom integrations to fit specific business needs.Deployment Options
WhosOn offers various deployment options to cater to different business requirements. It can be deployed on-premises, in the cloud (HCI), or on a dedicated server, making it suitable for multisite, multi-country, and multilingual operations. This flexibility ensures that businesses can implement WhosOn in a way that aligns with their infrastructure and regulatory needs.Conclusion
In summary, WhosOn’s integrations and compatibility features make it a versatile and powerful tool for customer service, allowing businesses to streamline their operations, enhance customer interactions, and maintain data fluidity across different platforms and devices. WhosOn - Customer Support and Resources
WhosOn Customer Support Overview
WhosOn offers a comprehensive suite of customer support options and additional resources, particularly within its AI-driven live chat and help desk solutions. Here are some key features and resources provided by WhosOn:Live Chat Support
WhosOn’s live chat feature allows customers to request real-time chats with your customer support team. This tool is integrated into your website, enabling shoppers to quickly engage with your team and get the answers they need to complete their purchases.Proactive Customer Service
WhosOn enables proactive customer service through smart automated live chat invitations triggered by user activity. This includes real-time web analytics to track a user’s journey, key visitor insights such as name, location, and company details, and CRM integration to pull existing customer data into chat sessions. These features help assist visitors before they need to search for help, enhancing their overall experience.Help Desk and Ticketing System
WhosOn is not just a live chat solution but also a comprehensive help desk software with an online ticketing system. This system allows trained agents to handle multiple chats simultaneously, set specific chat permissions, and view help desk activity across the day. It also includes features like email integration to update CRM info and predictive text to suggest common phrases.Sentiment Analysis and Feedback
WhosOn includes a sentiment analysis scoring system to ascertain live customer satisfaction. This helps in gauging the customer’s mood and providing informed help based on former queries. Additionally, users can give direct feedback on WhosOn from their desktop client.Automated Chat Routing
The system offers automatic chat routing to direct customers to immediate, relevant assistance. This ensures that customers are connected with the right support agents quickly, improving response times and customer satisfaction.Real-Time Insights
WhosOn provides real-time web analytics and live typing previews, giving support agents added insight to respond with speed and accuracy. This feature helps in predicting user problems and assisting with web sessions effectively.CRM Integration
WhosOn integrates seamlessly with CRM systems, pulling in existing customer data into chat sessions. This integration ensures that support agents have all the necessary information to provide informed and personalized support.Free Trial and Support
WhosOn offers a free 30-day trial, allowing businesses to test the live chat and help desk features without any initial commitment. This trial period helps businesses assess whether WhosOn meets their customer support needs. By leveraging these features, WhosOn helps businesses deliver prompt, proactive, and personalized customer service, enhancing the overall customer experience and improving engagement rates. WhosOn - Pros and Cons
Advantages of WhosOn in the Customer Service Tools Category
WhosOn offers several significant advantages that make it a compelling choice for customer service and live chat solutions:Multiplatform Capability
WhosOn allows agents to engage with customers across multiple platforms, including live chat, email, SMS, video chat, and omnichannel calling. This flexibility ensures that customer interactions can be managed seamlessly regardless of the channel.Advanced Agent Tools
The software provides a range of tools for agents, such as canned responses, chat alerts, chat preview, and chat transcripts. These tools help agents manage multiple chats concurrently and efficiently, improving response times and customer satisfaction.AI and Automation
WhosOn incorporates AI-driven features, including conversation automation and predictive text suggestions. These features help in automating routine tasks, reducing the workload on human agents, and providing 24/7 customer support.Comprehensive Analytics and Reporting
The software offers advanced analytics and reporting tools, allowing managers to monitor and analyze chat data in various formats. This includes real-time and historical data, which can be exported in formats like JSON, CSV, and XLSX. The KPI dashboard helps in evaluating agent performance and identifying areas for improvement.Help Desk and Integrations
WhosOn includes a robust help desk system with features like online ticketing, co-browsing, and skill-based chat routing. It also integrates with various platforms such as WhatsApp, Facebook Messenger, CRM systems, and more, enhancing its functionality and ease of use.Security
The software ensures high security standards by encrypting messages in transit and providing administrators with full control over chat data, including the ability to delete chats permanently.Support and Training
WhosOn offers comprehensive support services, including training, webinars, and 24/7 technical support. This helps in ensuring that users can maximize the benefits of the software.Disadvantages of WhosOn
While WhosOn is a powerful tool, there are some potential drawbacks to consider:Technical Issues
Some users have reported issues with frequent logins and slow performance with poor internet connectivity. However, these are generally minor and can be mitigated with a good internet connection.Security Restrictions
The strong security features, while beneficial, can sometimes cause inconvenience. For example, users have reported difficulties in copying chat text due to security measures.Limited Contextual Understanding by AI
While WhosOn’s AI features are advanced, they may still struggle with complex emotional cues or nuanced customer inquiries, similar to other AI-driven customer service tools.Dependence on Data Quality
The effectiveness of WhosOn’s AI and automation features depends on the quality and accuracy of the data used to train and refine the system. Poor data quality can lead to less accurate responses and reduced efficiency. Overall, WhosOn offers a wide range of features and benefits that make it a strong choice for customer service and live chat solutions, despite some minor drawbacks. WhosOn - Comparison with Competitors
When Comparing WhosOn with Competitors
When comparing WhosOn with its competitors in the customer service tools and AI-driven product category, several key features and differences stand out.
Unique Features of WhosOn
- Multilingual Support: WhosOn allows businesses to chat with customers in over 100 languages, which is a significant advantage for global companies.
- Advanced Chatbot Integration: WhosOn integrates with leading chatbot frameworks such as IBM Watson, Azure Bot, Amazon Lex, Dialogflow, and ChatGPT. This integration enables seamless transitions between bot and live agent interactions, treating the bot as a specialized agent within the system.
- Omnichannel Capabilities: WhosOn offers seamless channel switching from chat to call, supporting various communication channels including live chat, audio calling, and file sharing. This ensures a unified and cohesive customer experience across different touchpoints.
- Comprehensive Analytics and Reporting: WhosOn provides advanced analytics, sentiment analysis, and performance insights, integrating with Power BI for enhanced reporting capabilities.
- Customization and Deployment Options: WhosOn offers cloud, on-prem, and custom deployment options, along with a dedicated portal for customization to meet specific business needs.
Competitors and Alternatives
Zoho SalesIQ
- Free Plan and Scalability: Zoho SalesIQ offers a free plan and scales with the business without significant cost increases. It features an AI-driven chatbot, audio calling, screen-sharing, and a drag-and-drop custom bot builder.
- Integration: It is optimized for B2B and B2C businesses and integrates well with other Zoho products.
LiveHelpNow
- Omnichannel Support: LiveHelpNow provides a fully integrated customer support suite with live chat, SMS text-to-chat, chatbots, Facebook Messenger, email/ticket management, and VoIP call management. It also includes intelligent conversation routing, KPI dashboards, and enterprise-level reporting.
- Compliance: It is HIPAA, ADA, and PCI compliant, ensuring high security standards.
3CX
- Unified Communications: 3CX is an IP PBX that offers unified communications, including mobility, status updates, and advanced call center features. It is suitable for remote companies and includes mobile apps and video conferencing.
- Ease of Management: It is easy to install, manage, and maintain on various platforms.
eGain Chat
- Integration with Other Tools: eGain Chat is part of a broader customer engagement software suite and integrates well with other social experience, web experience, and contact center applications. It allows visitors to access knowledge base articles and provides proactive and reactive support.
- Comprehensive Support: It offers real-time chat support and the ability to share files and web pages.
Market Share and Customer Base
WhosOn competes with other major players like tawk.to, Intercom, and Zendesk Chat. While WhosOn has a significant customer base, especially in the United States and the United Kingdom, its market share is lower compared to some of its competitors. For example, tawk.to holds a 20.09% market share, Intercom has 17.70%, and Zendesk Chat has 12.87% in the live chat category.
Conclusion
WhosOn stands out with its advanced chatbot integrations, multilingual support, and comprehensive analytics. However, other competitors like Zoho SalesIQ, LiveHelpNow, 3CX, and eGain Chat offer unique features that might be more suitable depending on the specific needs of a business. When choosing a customer service tool, it’s crucial to consider factors such as scalability, integration capabilities, security compliance, and the specific features that align best with your business goals.
WhosOn - Frequently Asked Questions
Frequently Asked Questions about WhosOn
What are the pricing plans for WhosOn?
WhosOn offers several pricing plans. The most basic plan, WhosOn SmallTalk, is free and includes basic features. The WhosOn Cloud plan costs $33 per month and includes additional features such as real-time visitor monitoring, co-browsing, geo-IP visitor location, and advanced chat routing.
What are the key features of WhosOn?
WhosOn is packed with several key features, including real-time visitor monitoring, proactive chat invitations, customizable chat windows, canned responses, file transfer, chat routing, visitor tracking, chat transcripts, co-browsing, and multi-language support. It also offers analytics and reporting tools, chatbot integration, and various integrations with other services like CRM, WhatsApp, and Facebook Messenger.
Does WhosOn support multiple platforms?
Yes, WhosOn supports multiple platforms, including live chat, email, SMS to chat, video chat, web client, and omnichannel calling. It also has mobile apps for Android and iOS, allowing agents to handle chats efficiently across different devices.
What kind of analytics and reporting does WhosOn offer?
WhosOn provides comprehensive analytics and reporting tools. It includes a built-in dashboard for quick monitoring of chats, KPI dashboards to evaluate agent performance, and the ability to export data in various formats like JSON, CSV, and XLSX. The OData API allows access to raw data for use with third-party tools like CRMs, BI systems, and analytic platforms.
How does WhosOn enhance customer service?
WhosOn enhances customer service through proactive features such as real-time web analytics to track user journeys, smart automated live chat invitations, and key visitor insights. It also includes sentiment analysis, automatic chat routing, and the ability to predict user problems and assist with web sessions.
What kind of security measures does WhosOn have in place?
WhosOn ensures security by encrypting messages in transit via HTTP. Administrators have total control over security, including the ability to delete chats permanently, even those archived on Azure. The software also supports secure integrations with various other services.
Does WhosOn offer help desk and ticketing features?
Yes, WhosOn is not just a live chat solution but also includes a comprehensive help desk and online ticketing system. Features include notifying chat cues, specific chat permissions, help desk activity tracking, and the ability to handle multiple chats simultaneously.
What kind of customer support does WhosOn provide?
WhosOn offers various customer support options, including phone support and live support. Users can also provide direct feedback on the software from their desktop client.
Can I customize the chat experience with WhosOn?
Yes, WhosOn allows for customization of the chat experience. You can customize chat windows, use canned responses, and implement custom branding. The software also supports co-browsing and file transfer, enhancing the interaction with visitors.
Is there a free trial available for WhosOn?
Yes, WhosOn offers a free trial. The WhosOn SmallTalk plan is free forever, and there is also a 30-day free trial for the WhosOn Cloud plan, which does not require a credit card.
What types of businesses can use WhosOn?
WhosOn serves a wide range of businesses, including startups, enterprises, small and medium-sized businesses (SMBs), and freelancers.
WhosOn - Conclusion and Recommendation
Final Assessment of WhosOn in the Customer Service Tools Category
WhosOn is a comprehensive live chat and help desk software that offers a wide range of features designed to enhance customer service and engagement. Here’s a detailed look at its benefits and who would most benefit from using it.
Key Features
- Multiplatform Support: WhosOn allows agents to engage with customers through various channels, including live chat, email, SMS, video chat, and omnichannel calling. This flexibility ensures continuous engagement even when switching between different communication methods.
- Agent Tools: The software provides multiple tools for agents, such as canned responses, chat alerts, chat preview, chat search, and a live chat spell checker. These tools help agents manage conversations efficiently and maintain high-quality interactions.
- Analytics and Reporting: WhosOn offers advanced reporting features, including a KPI dashboard, which helps in analyzing agent performance and chat conduct. Data can be exported in various formats like JSON, CSV, and XLSX, and integrated with third-party tools such as CRMs and BI systems.
- Help Desk and Integrations: The software includes a help desk with features like co-browsing, customer chat history, and remote desktop control. It also integrates with numerous programs, including WhatsApp, Google, Facebook Messenger, CRM, Office 365, Power BI, and Twilio.
- Security: WhosOn ensures data security through encryption and allows administrators to delete chats permanently, including those archived on Azure.
Who Would Benefit Most
WhosOn is particularly beneficial for businesses that prioritize customer engagement and need a versatile live chat solution. Here are some key beneficiaries:
- Customer-Focused Businesses: Companies that rely heavily on customer interactions, such as e-commerce sites, service providers, and support centers, can significantly benefit from WhosOn’s multi-channel support and advanced agent tools.
- Small to Medium-Sized Enterprises: With its free plan and affordable premium options, WhosOn is an excellent choice for SMEs looking to enhance their customer service without a hefty investment.
- Teams Needing Advanced Analytics: Organizations that value detailed analytics and reporting to improve agent performance and customer satisfaction will find WhosOn’s reporting features highly useful.
Overall Recommendation
WhosOn is a solid choice for any business seeking to improve its customer service capabilities. Here are some reasons why:
- Cost-Effective: The software offers a free plan as well as affordable premium options, making it accessible to businesses of various sizes.
- Feature-Rich: With its wide array of features, including multiplatform support, advanced agent tools, and comprehensive analytics, WhosOn can cater to a variety of customer service needs.
- Integration Capabilities: The ability to integrate with multiple third-party applications enhances its utility and makes it a versatile tool for different business environments.
In summary, WhosOn is an excellent option for businesses aiming to enhance their customer service through efficient, multi-channel communication and detailed analytics. Its flexibility, feature set, and cost-effectiveness make it a valuable tool in the customer service tools category.