WhosOn - Detailed Review

E-Commerce Tools

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WhosOn - Detailed Review Contents
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    WhosOn - Product Overview



    WhosOn Overview

    WhosOn is a comprehensive live chat software designed to facilitate real-time customer engagement, making it a valuable tool in the e-commerce sector.

    Primary Function

    The primary function of WhosOn is to enable businesses to interact with their website visitors through live chat, ensuring immediate support and enhancing customer satisfaction. This software allows agents to engage with customers in real-time, helping to convert visitors into customers and improve overall customer retention.

    Target Audience

    WhosOn caters to a diverse range of businesses, including:
    • Financial services and security-focused companies
    • Government agencies
    • Educational institutions
    • Contact centers and large service teams
    • Public sector and highly regulated organizations
    • Enterprises and conglomerates
    • Outsourcing suppliers
    • International brands
    • Charities
    • Utility providers
    • Comparison sites


    Key Features



    Multiplatform Capability

    WhosOn offers a multiplatform service, allowing agents to switch seamlessly between live chat, email, SMS, video chat, and other channels. This includes omnichannel calling, which requires a Twilio account with a telephone number or SIP address.

    Agent Tools

    The software provides various tools for agents to manage chats efficiently, such as canned responses, chat alerts, chat preview, chat search, chat transcripts, concurrent chats, filtered searches, and a live chat spell checker. These tools help agents handle multiple conversations simultaneously and maintain a high level of service quality.

    Analytics and Reporting

    WhosOn includes advanced analytics and reporting features. Agents can view detailed information about site visitors in real-time, including their current page, session start time, operating system, and location. The software supports multiple report formats and allows data to be exported in various formats like JSON, CSV, and XLSX. The KPI dashboard helps in evaluating agent performance and analyzing chat data through filters and charts.

    Help Desk and Integrations

    The software features a comprehensive help desk with functionalities such as agent availability, chat queues, co-browsing, customer chat history, and remote desktop control. WhosOn integrates with various platforms, including Azure Cosmos, WhatsApp, Google, Facebook Messenger, CRM systems, Office 365, Power BI, Twilio, and more.

    Security

    WhosOn ensures high security standards by encrypting all chat data in transit via HTTP. Administrators have full control over security, including the ability to permanently delete chat data and attachments.

    Packages for Different Needs

    WhosOn offers various pricing packages to cater to different business sizes, from small to medium-sized businesses to large enterprises. These packages include Basic, Standard, and Professional editions, each with varying levels of features such as user limits, custom chat surveys, and CRM integrations. By providing these features, WhosOn helps businesses enhance their customer engagement, improve conversion rates, and maintain high customer satisfaction levels.

    WhosOn - User Interface and Experience



    User Interface Overview

    The user interface of WhosOn, a sophisticated live chat and AI-driven solution for e-commerce, is crafted to be intuitive, flexible, and highly customizable, ensuring a seamless and efficient user experience.

    Customization and Branding

    WhosOn allows users to extensively customize the look and feel of the live chat interface to match their brand’s identity. This includes options to choose from inline, pop-up, or stacked chat windows, set custom colors, and style how conversations are displayed. Users can also add their company logo for both mobile and desktop versions, and label the chat button with a personalized message.

    Ease of Use

    The interface is straightforward and easy to use, both for agents and customers. Agents have access to a range of tools that simplify their interactions, such as canned responses, chat alerts, chat previews, and concurrent chat handling. These features help agents manage multiple conversations efficiently without feeling overwhelmed.

    Advanced Configuration

    WhosOn provides a dedicated online portal for supervisors and admins to manage settings, separate from the desktop client used by agents. This portal allows for fine-tuning of how the chat channel behaves, including setting rules for detecting and engaging leads, creating custom chat invites, and managing auto-messages. The settings can be adjusted via a simple system of checkboxes and toggles, making it easy to configure the system according to specific needs.

    Multiplatform Support

    The software supports multiplatform functionality, enabling agents to switch seamlessly between live chat, email, SMS, video chat, and omnichannel calling. This flexibility ensures that engagement with customers can continue uninterrupted, even if the conversation needs to be shifted from one channel to another.

    Analytics and Reporting

    WhosOn offers a built-in dashboard for quick and filtered monitoring of chats. The system supports multiple reporting formats and allows data to be saved and stored in various formats, including Azure Cosmos database, JSON documents, files, or text. The OData API enables access to raw data, which can be integrated with third-party tools like CRMs, BI systems, and analytic platforms, enhancing the analytical capabilities and user experience.

    Integration and Accessibility

    The platform is fully mobile-optimized and well-integrated with third-party and homegrown CRM systems, ensuring that businesses can focus on delivering chat information regardless of their operating systems. This integration helps in maintaining a cohesive and accessible user experience across different platforms.

    User Experience

    For customers, the live chat experience is highly personalized and real-time, making every user feel valued. The system’s visitor tracking features and rules help detect issues and offer timely advice, enhancing customer satisfaction. The immediate assistance provided by live chat reduces the time spent searching for information and increases customer engagement with the brand.

    Conclusion

    In summary, WhosOn’s user interface is highly customizable, easy to use, and designed to provide a seamless and personalized experience for both agents and customers. Its advanced configuration options, multiplatform support, and integrated analytics tools make it a versatile and effective solution for e-commerce businesses.

    WhosOn Website

    WhosOn - Key Features and Functionality



    WhosOn Overview

    WhosOn, a pioneering live chat and AI solution, offers a range of features that are particularly beneficial for e-commerce businesses. Here are the main features and how they work:

    Live Chat Support

    WhosOn enables real-time live chat support, allowing customers to interact with your customer support team directly from your website. This feature helps build consumer confidence and ensures that customers get the answers they need quickly, reducing the likelihood of them abandoning the purchasing process.

    AI-Infused Chat Technology

    WhosOn integrates AI to enhance the live chat experience. This includes AI auto-text and canned responses that speed up agent reply times, making the support process more efficient. AI also helps in auto-engaging high-value visitors through predefined rules and triggers, ensuring proactive support at critical points in the customer’s journey.

    Chatbots

    WhosOn allows for the integration of chatbots that work in tandem with human agents. These chatbots can assist with frequently asked questions (FAQs) and retrieve system data, helping to automate routine inquiries and free up agents for more complex issues.

    Multilingual Support

    The platform supports live chat in over 100 languages, thanks to smooth two-way translation capabilities. This feature is crucial for businesses operating in multiple regions, ensuring that language barriers do not hinder customer support.

    Advanced Analytics

    WhosOn provides advanced analytics that help track live user input, even as the visitor types their keystrokes. This real-time data can be used to optimize chat queues, capture and re-engage lost leads, and record cost and revenue against each visitor. These analytics are essential for improving the overall efficiency and effectiveness of the live chat service.

    Integration Capabilities

    WhosOn offers seamless integrations with various systems, including CRM systems, Microsoft tools, and third-party reporting systems. This allows for the push-pull of customer data, mid-chat database pulls, and post-chat syncing, ensuring that chat data flows smoothly into the systems you choose. You can also build custom integrations via the WhosOn API.

    Security and Compliance

    The platform is designed with security and compliance in mind. Features include encryption, intrusion prevention, and data masking to safeguard chat data. WhosOn is also regulation-ready, making it easy to achieve compliance in highly regulated industries.

    Omnichannel Support

    WhosOn supports omnichannel engagement, allowing customers to switch from live chat to other contact channels such as video chat or phone calls within the chat window. This flexibility ensures that customers can choose the most convenient method of communication at any point in their interaction.

    Customization

    WhosOn allows for customization of the live chat experience through its API or by commissioning custom work from their team. This ensures that the chat solution can be adapted to meet the specific needs of your business, whether it involves custom rules per site or integrating with other software services.

    Conclusion

    By integrating these features, WhosOn provides a comprehensive live chat solution that enhances customer engagement, streamlines support processes, and offers valuable insights through advanced analytics, all while ensuring data security and compliance.

    WhosOn - Performance and Accuracy



    Performance

    WhosOn’s performance is highlighted through several key features:

    Detailed Management Dashboards

    WhosOn provides comprehensive dashboards that break down all key chat and agent metrics. This allows for a clear and efficient management of both the live chat channel and the agents using it.

    Real-Time Display

    The platform offers real-time data streaming, enabling users to monitor performance throughout the working day. This real-time capability ensures that any issues or trends can be identified and addressed promptly.

    Key Performance Indicators (KPIs)

    WhosOn tracks KPIs across individuals, teams, and queues, providing a holistic view of performance. This helps in identifying areas of strength and weakness, facilitating targeted improvements.

    Customisable Reporting

    Users can customize reporting options to focus on the metrics that matter most to their business. This flexibility ensures that the data collected is relevant and actionable.

    Reporting API

    The availability of a reporting API allows developers to extend the functionality of WhosOn further, integrating it with other systems and tools for more comprehensive analytics.

    Accuracy

    The accuracy of WhosOn is supported by its ability to provide precise and detailed data:

    Accurate Metrics

    The platform delivers accurate metrics on chat performance, including response times, chat durations, and customer satisfaction levels. These metrics are crucial for assessing the effectiveness of the live chat service.

    Real-Time Data

    The real-time data display ensures that the information is current and accurate, reflecting the actual performance of the live chat service at any given moment.

    Limitations and Areas for Improvement

    While WhosOn offers a range of powerful features, there are some areas where it could be improved or where users might encounter limitations:

    Integration Challenges

    Although WhosOn offers a reporting API, integrating it with other systems might still pose some challenges, especially for users without extensive technical expertise.

    User Interface and Accessibility

    There is no specific information available on the user-friendliness of WhosOn’s interface. If the interface is not intuitive, it could lead to difficulties in accessing and interpreting the data, particularly for less tech-savvy users.

    Scalability Concerns

    While WhosOn is designed to manage live chat channels and agents, there is limited information on how well it scales with very large or rapidly growing businesses. Ensuring that the platform can handle increased traffic and user demands is crucial.

    Engagement and Customer Satisfaction

    WhosOn’s features are aligned with enhancing customer satisfaction and engagement, which is a critical aspect of e-commerce tools:

    Proactive Chat Invitations

    Similar to other live chat solutions, proactive chat invitations can significantly improve customer engagement and satisfaction. However, WhosOn’s specific capabilities in this area are not detailed in the provided information.

    Customer Feedback

    While not explicitly mentioned for WhosOn, post-chat surveys and feedback mechanisms are essential for measuring customer satisfaction. If WhosOn lacks this feature, it could be a significant limitation. In summary, WhosOn appears to be a solid choice for managing live chat services in e-commerce, offering detailed dashboards, real-time data, and customizable reporting. However, potential limitations include integration challenges, the need for a user-friendly interface, and scalability concerns. For a more comprehensive evaluation, additional information on these aspects would be necessary.

    WhosOn Website

    WhosOn - Pricing and Plans



    Pricing Plans



    WhosOn Cloud

    • Cost: $33 per user per month.
    • Features: This plan includes hosting in a secure data center, no maintenance required, and easy installation by adding a line of code to your website. Key features include visitor targeting, transfers, shortcut messages, persistent chat, offline form, knowledge database, co-browsing, agent scheduling, video chat, and a call me option.


    WhosOn On-Premises

    • Cost: $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. It includes all the features of the cloud plan, with the added benefit of on-premises hosting.


    WhosOn Enterprise

    • Cost: $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. It includes all the features of the on-premises plan, with additional customization for enterprise needs.


    Add-ons

    In addition to the base plans, WhosOn offers various add-ons for additional pricing. These include:

    • AI Chatbot
    • Translation
    • Video chat
    • Remote desktop control
    • Azure Cosmos archiving
    • Co-browsing
    • White labeled chat
    • Developer version


    Free Option: WhosOn SmallTalk

    • Cost: Free forever for single users.
    • Features: This minimalist chat app is designed for small businesses and startups. It allows one user to take one concurrent chat at a time and includes basic chat functionality without the advanced features of the full WhosOn software. It does not require any credit card details and is a quick, low-barrier way to get started with live chat.


    Trial Option

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

    WhosOn - Integration and Compatibility



    WhosOn Overview

    WhosOn, a live chat solution, offers extensive integration capabilities with various tools and platforms, ensuring seamless interaction and data exchange across different systems.



    CRM Integrations

    WhosOn integrates with several popular CRM systems, including:

    • HubSpot: To configure HubSpot integration, you need a HubSpot account and either App Marketplace or SuperAdmin access. Once connected, agents can access the CRM tab during chats, send contacts to HubSpot, and save chat records as notes under the contact record.
    • Microsoft Dynamics: This integration requires a Microsoft Dynamics account with web services available. You enable the integration through the WhosOn Settings portal, enter the Dynamics environment URL, and sign in with your Dynamics credentials.
    • Salesforce: Integration with Salesforce involves accessing the Web Services API. You enable Salesforce integration in the WhosOn Settings portal, enter the Salesforce environment URL, and sign in with your Salesforce credentials.
    • SugarCRM: For SugarCRM, you need to select SugarCRM in the WhosOn Settings portal, enter the URL and ClientId, Client Secret, and then sign in with your SugarCRM credentials.


    Other Integrations

    In addition to CRM systems, WhosOn can integrate with various other tools and services:

    • Microsoft Tools and Services: WhosOn can be integrated with Microsoft tools, allowing for seamless data exchange and the use of Microsoft services within the live chat environment.
    • Custom Integrations via API: WhosOn provides a flexible API that allows you to build custom integrations. This enables you to connect WhosOn with any system or service that supports API interactions, such as third-party reporting systems or bot frameworks.


    Cross-Platform Compatibility

    WhosOn is highly flexible in terms of deployment and access:

    • Web Client: The WhosOn web client allows live chat operators to handle chats from any browser on any device, eliminating the need for specific software installations. Operators can log in using their existing account details and manage chats as they would from a desktop client.
    • On-Premises and Private Cloud: WhosOn can be hosted on-premises or in a private cloud, providing full control over data and ensuring compliance with strict privacy regulations. This setup supports various database types including PostgreSQL, SQL Server, MySQL, and SQLite.


    Device and Browser Compatibility

    The web client of WhosOn ensures broad compatibility:

    • Any Browser: The web client is accessible from any browser, making it possible for operators to handle chats from various devices without any restrictions.
    • Any Device: Whether using a desktop, laptop, tablet, or smartphone, WhosOn’s web client provides consistent functionality, enhancing flexibility and accessibility.


    AI and Bot Integrations

    WhosOn also supports advanced AI integrations:

    • AI Bots: You can integrate AI bots into WhosOn to handle initial queries, assist operators during chats, and perform tasks like sentiment analysis and real-time chat translation. These bots can use local knowledge stores to ensure data privacy.


    Conclusion

    In summary, WhosOn offers a wide range of integrations with CRM systems, other business tools, and supports various deployment options, ensuring it can be used across different platforms and devices while maintaining data privacy and compliance.

    WhosOn Website

    WhosOn - Customer Support and Resources



    WhosOn Customer Support Overview

    WhosOn offers a comprehensive set of customer support options and additional resources that can significantly enhance your e-commerce customer service experience.

    Live Chat and Help Desk

    WhosOn provides a live chat solution that is integrated with a help desk system. This allows your agents to handle multiple chats simultaneously (up to five at any one time) and set specific chat permissions on a user and group basis. The system includes features like notifying chat cues for both agents and users, real-time web analytics to track user journeys, and smart automated live chat invitations triggered by user activity.

    Proactive Customer Service

    WhosOn enables proactive customer service through various features. For instance, it offers real-time web analytics to monitor user behavior, automated live chat invitations, and key visitor insights such as name, location, and company details. Additionally, it includes a sentiment analysis scoring system to gauge live customer satisfaction and automatic chat routing to direct customers to immediate, relevant assistance.

    Integration and Customization

    The platform allows for seamless integration with other systems, including your CRM, customer portal, or self-service area. You can embed chat into any platform, customize the chat interface for both agents and customers, and even build custom connectors for data integration. This flexibility ensures that WhosOn can be adapted to fit your specific business needs.

    Analytics and Reporting

    WhosOn provides analytics and reporting features to help you track performance metrics. You can see help desk activity across the day, use emails to pull in Gravatar data and update CRM info, and even display sentiment analysis scores to ascertain live customer satisfaction. These insights help in optimizing your customer support processes.

    API and Custom Integrations

    For more advanced customization, WhosOn offers API access, allowing you to create custom integrations into your existing applications. This includes the ability to custom-build the chat interface, chat connectors, and reports in third-party platforms. This ensures that you can integrate WhosOn’s features into your existing tech stack without having to reinvent the wheel.

    Free Trial and Feedback

    WhosOn offers a free 30-day trial, allowing you to test the system on your site without requiring a credit card. Additionally, you can provide direct feedback on WhosOn from your desktop client, helping you to continuously improve your customer support experience.

    Conclusion

    By leveraging these features, WhosOn provides a comprehensive and proactive customer support solution that can significantly enhance your e-commerce operations.

    WhosOn - Pros and Cons



    Advantages



    Multiplatform Capability

    Multiplatform Capability: WhosOn offers a multiplatform approach, allowing agents to engage with customers through various channels such as live chat, email, SMS, video chat, and omnichannel calling. This flexibility ensures continuous engagement even if the conversation is interrupted.

    Agent Tools and Efficiency

    Agent Tools and Efficiency: The software provides multiple tools for agents, including canned responses, chat alerts, chat previews, and concurrent chat handling. These tools streamline the chat process, making it more efficient and effective for customer support.

    Advanced Analytics and Reporting

    Advanced Analytics and Reporting: WhosOn features comprehensive analytics and reporting tools. Agents can access real-time data, create customized reports, and store chat data in various formats like JSON, CSV, and XLSX. The KPI dashboard helps in monitoring agent performance and evaluating chat conduct.

    Help Desk and Integrations

    Help Desk and Integrations: The software includes help desk features such as agent availability, chat queues, co-browsing, customer chat history, and skill-based chat routing. It also integrates with various platforms like WhatsApp, Google, Facebook Messenger, CRM systems, and more, enhancing its functionality and convenience.

    Security

    Security: WhosOn ensures data security by encrypting messages in transit and providing administrators with full control over chat data, including the ability to delete chats permanently.

    Disadvantages



    Technical Issues

    Technical Issues: Some users have reported issues with frequent logins and slow performance, especially with poor internet connectivity. These technical glitches can hinder the smooth operation of the live chat service.

    Limited Human Interaction

    Limited Human Interaction: While WhosOn is highly efficient, some customers may prefer human interaction over automated or AI-driven responses. This can lead to minor customer dissatisfaction, especially in cases where empathy and personal touch are crucial.

    Cost and Add-ons

    Cost and Add-ons: The pricing of WhosOn varies, and while it offers a free trial, the cost can be significant, especially for small businesses. Additional features like AI chatbots, translation, and remote desktop control come at extra costs, which may not be feasible for all users.

    User Feedback

    User Feedback: Some users have mentioned difficulties in copying chat transcripts due to the security features, which can be inconvenient for certain use cases.

    Conclusion

    In summary, WhosOn is a powerful live chat solution that offers extensive features for customer engagement, analytics, and security. However, it may have some technical and cost-related drawbacks that need to be considered, especially for businesses that value human interaction or have limited budgets.

    WhosOn Website

    WhosOn - Comparison with Competitors



    When comparing WhosOn with other AI-driven live chat and customer engagement tools in the e-commerce sector, several key features and differences stand out.



    Unique Features of WhosOn

    • Real-Time Visitor Tracking and Analytics: WhosOn offers real-time tracking of website visitors, including their current page, session start time, operating system, and location. This data can be turned into actionable insights using various report formats.
    • Multilingual Support: WhosOn allows agents to chat with customers in over 100 languages, facilitating global customer engagement.
    • Ticketing System and Help Desk Integration: WhosOn enables the creation of tickets via live chat, which can be distributed to specific agents and managed through threaded email responses. It also includes a co-browsing feature for real-time assistance.
    • AI and Chatbot Integrations: WhosOn supports AI-driven chatbot services and sentiment analysis, enhancing the automation and personalization of customer interactions.


    Potential Alternatives



    LiveChat

    • Similar Features: LiveChat also offers live chat support, help desk, and web analytics functionalities. It allows for proactive chats and 24/7 customer support. However, it does not explicitly mention multilingual support or advanced AI-driven chatbot integrations.
    • Unique to LiveChat: LiveChat has a strong focus on identifying website visitors and engaging them through proactive chats. It also integrates with various CRM systems and offers a wide range of reporting options.


    Zoho SalesIQ

    • Similar Features: Zoho SalesIQ provides AI-powered live chat and analytics, allowing for proactive customer engagement. It includes features like visitor tracking and routing chats to the right departments.
    • Unique to Zoho SalesIQ: Zoho SalesIQ has a detailed list of visitors sorted by criteria important to businesses and a codeless website chatbot builder. It is particularly useful for businesses of all sizes across various industries.


    Intercom

    • Similar Features: Intercom is an AI-first customer service platform that enhances customer experience and operational efficiency. It includes AI Agent, AI Copilot, and AI Analyst components for delivering customer service.
    • Unique to Intercom: Intercom focuses on smarter conversations across multiple channels, including support, marketing, sales, and bots. It is built on a single AI system, which is more integrated than WhosOn’s modular approach.


    Olark

    • Similar Features: Olark is a website live chat tool that tracks leads, drives sales, and provides support. It can be used to engage website visitors in real-time.
    • Unique to Olark: Olark is known for its simplicity and ease of use, making it a good option for smaller businesses or those looking for a straightforward live chat solution without the advanced features of WhosOn.


    Key Differences

    • AI Integration: While WhosOn integrates AI for chatbot services and sentiment analysis, Intercom and Zoho SalesIQ have more comprehensive AI systems that drive their entire platforms.
    • Multilingual Support: WhosOn’s support for over 100 languages is a significant advantage for businesses with a global customer base, a feature not explicitly highlighted in the other alternatives.
    • Help Desk and Ticketing: WhosOn’s integrated ticketing system and help desk features are more advanced compared to some of the other tools, which may require additional integrations for similar functionality.

    In summary, WhosOn stands out with its real-time analytics, multilingual support, and integrated help desk features. However, alternatives like LiveChat, Zoho SalesIQ, Intercom, and Olark offer unique strengths that might better fit specific business needs, such as simpler implementations or more integrated AI systems.

    WhosOn - Frequently Asked Questions



    Frequently Asked Questions about WhosOn



    What are the different pricing plans offered by WhosOn?

    WhosOn offers three main pricing plans:
    • WhosOn Cloud: This plan costs $33 per user per month. It includes hosting in a secure data center, no maintenance requirements, and easy setup by adding a line of code to your website.
    • WhosOn On-Premises: This plan costs $46 per user per month. It allows you to host the chat solution in-house, store data on your own private servers, and have full control over your own 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 includes several key features such as:
    • Multiplatform Support: Allows for live chat, email, SMS, video chat, and omnichannel calling.
    • Agent Tools: Includes canned responses, chat alerts, chat preview, chat search, chat transcripts, and more to help agents manage chats efficiently.
    • Visitor Targeting: Enables agents to invite site visitors to chat at critical points in their journey.
    • Co-Browsing: Allows agents to assist site visitors with their online sessions in real-time.
    • Real-Time Translation: Supports chat in over 100 languages.
    • Sentiment Analysis: Automatically calculates customer satisfaction.


    How does WhosOn handle reporting and analytics?

    WhosOn provides comprehensive reporting and analytics tools:
    • Custom Reporting: Allows you to build and customize reports in various formats like JSON, CSV, and XLSX.
    • KPI Dashboard: Provides a detailed view of agent performance and chat conduct through various charts and graphs.
    • Web Analytics: Enables agents to view real-time information about site visitors, including their current page, session start time, operating system, and location.
    • OData API: Allows access to raw data for use with third-party tools like CRMs, BI systems, and analytic platforms.


    What kind of integrations does WhosOn support?

    WhosOn supports a wide range of integrations, including:
    • CRM Integration: Integrates with CRM systems to sync data and enhance customer service.
    • Azure Cosmos: Allows data storage and archiving on Azure Cosmos.
    • Power BI: Leverages Power BI for advanced reporting and analytics.
    • WhatsApp, Facebook Messenger, Google: Integrates with these platforms for omnichannel communication.
    • Twilio: Supports Twilio for phone and SIP address integration.


    How secure is WhosOn?

    WhosOn prioritizes security:
    • Data Encryption: Encrypts messages in transit using HTTP.
    • Data Control: Admins have full control over security, including the ability to delete chats permanently.
    • Intrusion Prevention: Includes features like data masking and intrusion prevention.


    Can WhosOn be used on multiple devices and platforms?

    Yes, WhosOn is multiplatform:
    • Desktop Client: Compatible with both Windows and Mac operating systems.
    • Web Client: Allows agents to manage chats through a web interface.
    • Mobile: Agents can use the WhosOn app on their devices to stay productive on the move.


    Does WhosOn offer any help desk and management tools?

    Yes, WhosOn includes several help desk and management tools:
    • Ticket Creation: Allows creating tickets via live chat to handle requests efficiently.
    • Co-Browsing: Enables agents to assist site visitors in real-time.
    • Agent Scheduling: Manages agent availability and scheduling.
    • Real-Time Desktop Transition: Allows for seamless transition between agents and real-time desktop control.


    Is there a free trial available for WhosOn?

    No, WhosOn does not offer a free trial. However, they provide a comprehensive tour and consultation to understand your business needs before setup.

    WhosOn Website

    WhosOn - Conclusion and Recommendation



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

    WhosOn stands out as a comprehensive and feature-rich live chat and AI-driven chatbot solution, particularly suited for businesses looking to enhance their customer engagement and support operations.

    Key Features and Benefits



    Advanced Chatbot Capabilities

    WhosOn integrates with leading chatbot frameworks such as IBM Watson, Azure Bot, Amazon Lex, Dialogflow, and ChatGPT, allowing for seamless and advanced bot deployment. This integration enables bots to handle a wide range of customer queries, from simple FAQs to more complex issues, and even facilitate omnichannel interactions like scheduling call-backs within the chat window.



    Conversational Automation

    The platform supports conversational tag teaming, where agents can step in and out of bot conversations without disrupting the flow. This ensures a smooth and continuous customer experience.



    Security and Compliance

    WhosOn prioritizes data security with features like encryption, intrusion prevention, and data masking, making it regulation-ready and safeguarding chat data effectively.



    Scalability

    The solution is primed for multisite, multi-country, and multilingual operations, making it ideal for enterprises with global reach.



    Customization and Integration

    WhosOn allows for customization via API or through commissioned work from their team, ensuring the chat solution fits seamlessly into the existing technology stack. It also supports CRM syncs, automating the enrichment of CRM data with conversational insights.



    Who Would Benefit Most

    WhosOn is particularly beneficial for:

    Enterprise E-Commerce Businesses

    Companies with a large customer base and multiple sites or international operations will appreciate the scalability and multilingual support offered by WhosOn.



    Businesses Needing Advanced Customer Support

    Organizations that require sophisticated customer support systems, including the ability to integrate chatbots with human agents, will find WhosOn’s features highly valuable.



    Companies Focused on Data Security and Compliance

    Businesses that prioritize data security and compliance will benefit from WhosOn’s robust security measures and regulation-ready design.



    Overall Recommendation

    WhosOn is a strong choice for any e-commerce business looking to enhance its customer support and engagement through advanced AI-driven chatbots and live chat solutions. Here are some key points to consider:

    Implementation

    WhosOn recommends starting with a live chat channel to gather data from real customer conversations before deploying a chatbot. This approach ensures the chatbot is well-informed and effective from the outset.



    Customization

    The ability to customize the chat solution through API or with the help of WhosOn’s team ensures that the platform can be tailored to meet specific business needs.



    Integration

    The seamless integration with various chatbot frameworks and other support channels makes WhosOn a versatile tool that can be easily incorporated into existing systems.

    In summary, WhosOn offers a comprehensive suite of features that can significantly enhance customer engagement, support, and overall business operations for e-commerce businesses, especially those with complex and global customer support needs.

    WhosOn Website
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