WhosOn - Detailed Review
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WhosOn - Product Overview
WhosOn Overview
WhosOn is a sophisticated live chat and AI-driven customer service platform that caters to a diverse range of businesses, particularly those with complex and specialized needs.
Primary Function
WhosOn’s primary function is to provide advanced live chat solutions that enhance customer interactions through AI technologies, seamless integrations, and a feature-rich customer service suite. It enables businesses to engage with customers in real-time, automate various aspects of customer service, and integrate with existing systems such as CRM and reporting platforms.
Target Audience
WhosOn serves a wide array of clients, including financial services, government agencies, educational institutions, contact centers, public sector organizations, enterprises, and international brands. It is particularly favored by businesses that require tight control over their chat solutions, high levels of security, and compliance with regulatory standards. Examples of its clients include Worldpay, Aviva, and various financial institutions.
Key Features
Multilingual Support
WhosOn allows businesses to chat with customers in over 100 languages, facilitating global customer interactions.
AI Integration
The platform incorporates AI through its bot framework, enabling automated customer support, sentiment analysis, and conversational automation. Human advisors can work seamlessly with AI chatbots to provide hybrid support.
Omnichannel Support
WhosOn supports switching between chat, call, SMS, and email, ensuring a smooth and integrated customer service experience.
Advanced Analytics
The platform offers real-time visitor tracking, web analytics, and performance insights. It also includes tools for monitoring and managing chat services, as well as integrating with Power BI for comprehensive reporting.
Security and Compliance
WhosOn provides robust security features such as encryption, data masking, and intrusion prevention, making it suitable for highly regulated industries.
Customization and Deployment
The platform offers flexible deployment options including cloud, on-premises, and custom deployments. It also includes a dedicated portal for customizing the chat service to meet specific business needs.
Conclusion
Overall, WhosOn is a versatile and advanced live chat solution that addresses the unique needs of various industries by combining AI, analytics, and security features.
WhosOn - User Interface and Experience
User Interface Overview
The user interface of WhosOn is crafted to be intuitive, versatile, and user-friendly, making it an effective tool for managing live chat interactions.Multiplatform Compatibility
WhosOn allows agents to engage with customers across various platforms, including live chat, email, SMS, video chat, and omnichannel calling. This multiplatform capability ensures that agents can switch seamlessly between different communication channels, enhancing their productivity and the overall customer experience.Agent Tools and Interface
The interface for agents is straightforward and equipped with several tools to facilitate smooth and efficient chats. Features include canned responses, chat alerts, chat previews, chat search, chat transcripts, and a live chat spell checker. These tools help agents respond quickly to frequent queries and maintain a distraction-free chat environment.Customization and Configuration
WhosOn offers extensive customization options through its settings portal. Administrators can control the look and feel of the chat interface, including the choice of inline, pop-up, or stacked chat windows, custom colors to match branding, and the ability to add company logos. The chat designer allows for detailed styling of conversations and the placement of chat buttons. Additionally, admins can set rules for how WhosOn functions, manage auto-messages, and define translation options.Real-Time Monitoring and Analytics
The software provides a built-in dashboard for quick and filtered monitoring of chats. Agents can view real-time information about site visitors, such as the page they are on, their session start time, operating system, and location. The reporting tools support multiple formats and charts, allowing agents to turn this data into actionable insights. The KPI dashboard helps in evaluating agent performance and chat conduct through detailed graphs and filters.Help Desk and Management Tools
WhosOn includes a range of help desk features, such as co-browsing, customer chat history, operator wrap-up, real-time desktop transition, and remote desktop control. Agents can create tickets via live chat and distribute them to specific agents. Managers can monitor sessions, train agents in real-time, and send private messages to assist them.Ease of Use
The interface is designed to be user-friendly, with features like pre-chat surveys to direct chats to the right department and canned responses to quickly address frequent questions. The ability to view customer waiting times and agent allocations from the client further simplifies the management process. The settings portal and advanced configuration options are also structured in a way that makes it easy for admins to manage and customize the chat solution without needing extensive technical knowledge.Overall User Experience
The overall user experience with WhosOn is enhanced by its adaptability and the range of features it offers. Agents can engage customers effectively through various channels, and administrators have significant control over the customization and configuration of the chat solution. The real-time monitoring and analytics tools provide valuable insights, making it easier to manage and improve customer interactions. This combination ensures a seamless and productive experience for both agents and customers. WhosOn - Key Features and Functionality
WhosOn Overview
WhosOn is a comprehensive live chat and customer service platform that integrates advanced features, including AI-driven tools, to enhance customer interactions and streamline support operations. Here are the main features and how they work:
Live Chat and Real-Time Engagement
WhosOn allows customers to engage with your agents in real-time through a live chat widget on your website. This feature is crucial for immediate feedback and support, enabling customers to get quick answers to their queries.
Customizable Chat Interface
You can custom-build the chat interface for both agents and customers. This includes designing the chat window, the chat connectors for data integration, and even the reports and dashboards in third-party platforms. This customization ensures the chat solution fits seamlessly into your existing systems.
Chatbot Automation
WhosOn offers a sophisticated chatbot platform that integrates with leading chatbot frameworks such as IBM Watson, Azure Bot, Amazon Lex, Dialogflow, and ChatGPT. These chatbots can handle FAQs, check order details, and even suggest sales or services based on customer interactions. The chatbots work in tandem with human agents, allowing for smooth transitions between bot and agent conversations.
Omnichannel Interactions
The platform supports omnichannel interactions, enabling bots to bridge customer calls, schedule call-backs, and manage all these interactions within the chat window. This ensures a seamless and integrated customer support experience.
Conversational Tag Teaming
Agents can view and participate in bot conversations, stepping in and out of the conversation thread without interruption. This feature ensures that customers receive continuous support without feeling like they are being transferred between different agents or bots.
Bot Management
Chatbots are treated as agents within the system, subject to rules, hours, skills assignments, and observation. This management structure helps in maintaining consistency and efficiency in customer support.
Reporting and Dashboarding
WhosOn allows you to track bot performance, stream bot data to dashboards, and generate unified reports of all chats (both bot and agent). This feature helps in monitoring and improving the overall performance of your customer support operations.
CRM Syncs
The platform automatically enriches your CRM with conversational data, eliminating the need for manual data entry. This integration ensures that all customer interactions are well-documented and accessible within your CRM system.
AI Integration
WhosOn integrates AI through its chatbot platform and other automation features. For example, the integration with ChatGPT enables businesses to engage with customers in real-time, providing tailored support through intelligent chat interfaces. This AI integration helps in identifying customer needs and responding promptly, thereby improving customer satisfaction and reducing response times.
Language Detection and Translation
The system supports over 40 different languages and offers two-way translation capabilities. This feature is particularly useful for global businesses, ensuring that language barriers do not hinder customer support.
Help Desk Controls
WhosOn includes an online help desk system that allows agents to organize and prioritize chat sessions. Features include visitor monitoring, offline capabilities, transfer of chat sessions, file sharing, and canned responses. Agents can also use supervisor monitoring, agent departments, and customizable chat widgets to manage their workload efficiently.
Pre/Post-Chat Surveys
The platform allows you to conduct pre-chat and post-chat surveys to gather feedback from customers. This helps in understanding customer concerns and evaluating the quality of support provided.
Screen Sharing and Remote Control
Agents can use screen-sharing and remote control features to interact directly with customers’ devices, providing more effective support by addressing issues in real-time.
Automated Actions and Shorthand Responses
WhosOn enables agents to automate actions and create shorthand responses to common customer queries. This feature, along with predictive text suggestions, helps agents respond quickly and efficiently to customer concerns.
Conclusion
In summary, WhosOn combines live chat, chatbot automation, AI integration, and comprehensive support tools to provide a holistic customer service solution that enhances engagement, efficiency, and customer satisfaction.
WhosOn - Performance and Accuracy
Performance
WhosOn integrates advanced AI technologies, such as ChatGPT, to enhance customer service interactions. Here are some performance highlights:Efficient Customer Engagement
The integration of ChatGPT with WhosOn enables chatbots to handle more than just basic inquiries. These bots can understand customer needs, access a wealth of knowledge, and communicate in a naturally conversational manner. This ensures a cohesive and enriched customer experience, with the bot seamlessly transitioning to live agents when necessary.Unified Communication Channels
WhosOn allows for the management of all interactions within the same chat window, including scheduling call-backs and bridging customer calls. This provides a truly omnichannel experience, enhancing the efficiency of customer interactions.Intelligent Bot Management
The platform treats the ChatGPT bot as a specialized agent, 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, maintaining high performance and consistency.Continuous Learning
The chatbot evolves continuously through custom reports and data analysis, gradually enhancing its intelligence and conversational capabilities. This ensures the bot becomes progressively adept at handling a wider array of customer interactions over time.Accuracy
The accuracy of WhosOn’s AI-driven tools is also noteworthy:Data-Driven Insights
The integration with ChatGPT ensures that the chatbot provides accurate and informative responses. The bot uses conversational data and information from the knowledge base to build a responsive and knowledgeable interaction.CRM Integrations
WhosOn automatically funnels conversational data into the CRM, ensuring every interaction is captured, stored, and utilized to enhance future customer interactions and insights. This reduces manual errors and improves data accuracy.Fair and Objective Interactions
By leveraging AI, WhosOn’s chatbots can reduce biases in customer interactions, providing fair and objective responses. This is particularly important in maintaining trust and satisfaction among customers.Limitations and Areas for Improvement
While WhosOn offers significant benefits, there are a few areas to consider for improvement:Queue Management
Effective live chat queue management is crucial. WhosOn suggests setting queue limits, prioritizing key customers, and using backup routing rules to ensure no customer is left abandoned. However, these practices require careful planning and monitoring to avoid overwhelming the system.Human Oversight
While AI enhances performance reviews and customer interactions, it is essential to balance AI with human judgment. Managers should review and adjust AI-generated reports to add context and ensure accuracy.Security and Privacy
When using AI tools like ChatGPT, there is a risk of exposing sensitive company information. It is crucial to use secure, enterprise-grade AI solutions that conduct regular audits and continuous monitoring to maintain data integrity and security. In summary, WhosOn’s integration with AI technologies like ChatGPT significantly enhances its performance and accuracy in customer service and other applications. However, it is important to implement best practices in queue management, ensure human oversight, and prioritize data security to maximize the benefits of these tools. WhosOn - Pricing and Plans
Pricing Structure of WhosOn
To understand the pricing structure of WhosOn, here are the key details based on the available information:
Pricing Tiers
WhosOn offers two main pricing tiers:
WhosOn Cloud Edition
- Price: $33 per month
- Features: Cloud deployment, which provides the fastest setup and the convenience of not needing servers. This plan is suitable for most businesses looking for a cloud-based live chat solution.
WhosOn On-Premises Edition
- Price: $46 per month
- Features: On-premises deployment, which is ideal for regulated companies that need more control over their chat systems. This plan offers greater security and control for organizations with specific compliance requirements.
Additional Features and Add-ons
In addition to the basic plans, WhosOn offers various add-ons that can be integrated into your chosen plan. These include:
- AI Chatbot: Treated as a premium user seat, with pricing varying based on message volume.
- Translation: For multilingual support.
- Video Chat: For enhanced customer interaction.
- Remote Desktop Control: For technical support.
- Azure Cosmos Achieving: For data storage and management.
- Co-browsing: For real-time browsing assistance.
- White Labeled Chat: For custom branding.
- Developer Version: For advanced customization.
Free Trial
WhosOn provides a free 30-day trial for both cloud and on-premises deployments. This trial allows you to test the features and functionality of the software before committing to a purchase. For customers deploying a bot, a longer trial period can be requested for extra flexibility.
No Free Plan
WhosOn does not offer a lifetime free plan. The free trial is the only free option available, allowing users to evaluate the software before deciding on a paid plan.
By choosing between the cloud and on-premises editions and adding relevant add-ons, businesses can customize their WhosOn setup to meet their specific needs and budget.
WhosOn - Integration and Compatibility
WhosOn Overview
WhosOn, a powerful live chat solution, integrates seamlessly with various CRM systems and other tools, ensuring a fluid and connected tech stack. Here’s a detailed look at its integration capabilities and compatibility:
CRM Integrations
WhosOn integrates with several popular CRM systems, including Salesforce, HubSpot, Microsoft Dynamics, and SugarCRM.
Salesforce Integration
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 chat transcripts against Salesforce contacts and syncs URLs of new or updated records back to WhosOn logs.
HubSpot Integration
To integrate with HubSpot, you need an account with App Marketplace or SuperAdmin access. Agents can 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 Integration
This 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 credentials.
SugarCRM Integration
Similar to other CRMs, you enable SugarCRM integration through the WhosOn Settings portal, enter the environment URL, and sign in with your credentials. You also need to provide your ClientId and Client Secret.
Chatbot Integration
WhosOn also integrates with ChatGPT, enhancing automated customer interactions. This integration combines WhosOn’s live chat capabilities with ChatGPT’s advanced conversational AI. The chatbot can manage basic inquiries, understand customer needs, and smoothly transition to live agents when necessary. This integration ensures a cohesive and enriched customer experience.
Web Client Compatibility
The WhosOn web client allows live chat operators to handle chats directly from any browser on any device. There is no need to download or update software; operators simply log in using their existing account details. This flexibility means you can access WhosOn via desktop, app, browser, or even custom API.
Device and Platform Compatibility
WhosOn is highly versatile and can be accessed from various devices and platforms. The web client ensures that live chat operators can handle chats from any internet-connected device, using any browser. Additionally, WhosOn supports on-premises deployment, making it suitable for enterprises with specific security and compliance requirements.
Conclusion
In summary, WhosOn offers comprehensive integration with major CRM systems, advanced chatbot capabilities through ChatGPT, and broad compatibility across different devices and platforms, making it a highly adaptable and efficient live chat solution.
WhosOn - Customer Support and Resources
WhosOn Customer Support Overview
WhosOn offers a comprehensive array of customer support options and additional resources to ensure users can maximize the potential of their AI-driven live chat and help desk solutions.
Support Resources
- WhosOn provides access to a rich support ecosystem, including an online forum where users can find answers to common questions and interact with other users.
- For more direct support, users can opt for premium support, which includes direct access to support technicians via email, live chat, and telephone.
Professional Services
- Parker Software, the company behind WhosOn, offers professional services to assist with the installation, configuration, and customization of the live chat solution. This includes custom chat window design, custom integrations, and product training.
Managed Servers
- For users who prefer not to manage their own servers, WhosOn offers a managed server option. This involves Parker Software setting up and maintaining a private Azure-hosted server, complete with a pre-configured WhosOn Server, a private database, DNS name, and SSL certificate.
Documentation and Guides
- WhosOn provides detailed documentation, such as the “WhosOn Server Getting Started” guide, which helps users set up and configure their live chat solution. This includes information on system requirements, database setup, and AI integration.
AI and Automation Support
- Users can leverage AI features such as chatbots, sentiment analysis, and real-time chat translation. The documentation and support resources help users configure these AI settings, including options for using OpenAI’s ChatGPT, OptimaGPT, or ThinkAutomation.
Customization and Integration
- WhosOn allows for granular fine-tuning and customization through a developer API. This enables users to integrate the live chat solution with other tools and systems, such as CRM systems and Office 365.
Trials and Demos
- New users can take advantage of a free 30-day trial to test the features of WhosOn on their site without needing a credit card. This trial period helps users evaluate whether the solution meets their needs before committing to a purchase.
By providing these extensive support options and resources, WhosOn ensures that users can effectively implement and utilize their live chat and help desk solutions to enhance customer engagement and operational efficiency.
WhosOn - Pros and Cons
Advantages of WhosOn
WhosOn offers a plethora of features that make it a strong contender in the live chat software category: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, chat search, and chat transcripts. These tools help agents manage conversations efficiently and maintain a high level of customer engagement.Analytics and Reporting
WhosOn features advanced analytics and reporting tools, including a KPI dashboard, which helps in monitoring agent performance and evaluating 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 comprehensive help desk services, such as co-browsing, customer chat history, and skill-based chat routing. It also integrates with various platforms like WhatsApp, Facebook Messenger, CRM systems, Office 365, and Power BI, enhancing its functionality and usability.Security
WhosOn prioritizes security with features like encryption of chat data, IP blacklisting, and profanity filters. It also complies with security standards such as PCI DSS, ensuring the confidentiality and integrity of customer data.AI and Automation
The software includes AI-infused chat technology, such as integrated chatbots and conversational automation, which help in automating routine tasks and improving customer engagement.Customer Support
WhosOn offers responsive and flexible support services via chat, telephone calls, and email. Additionally, it provides training and remote configurations to help customers get the most out of the software.Disadvantages of WhosOn
While WhosOn is packed with features, there are some drawbacks to consider:Frequent Logins
Some users have reported issues with frequent logins, which can be inconvenient. This is partly due to the robust security measures in place.Chat Copying Restrictions
Due to security reasons, users are not able to copy chats, which can be a limitation for some users who need to reference past conversations easily.Performance Issues with Poor Internet Connectivity
The software can be slow when internet connectivity is poor, which is a common issue with many cloud-based applications.Limited Customization
Some users have noted that the chat window integration into the web page could be more customizable, which might affect the aesthetic and user experience.Pricing Variability
While WhosOn offers different pricing plans, the costs can add up, especially with the addition of various add-ons such as AI chatbots, video chat, and remote desktop control. The pricing starts at $33 for cloud deployment and $46 for on-premises and enterprise deployments. By weighing these advantages and disadvantages, businesses can make an informed decision about whether WhosOn is the right live chat solution for their needs. WhosOn - Comparison with Competitors
When Comparing WhosOn with Competitors
When comparing WhosOn with its competitors in the live chat and customer support software category, several key features and differences stand out.
Unique Features of WhosOn
- Real-Time Visitor Information: WhosOn allows agents to view detailed information about site visitors in real time, including the page they are on, their operating system, and their location. This data can be turned into actionable insights using various report formats.
- Multiplatform Support: WhosOn supports multiple communication channels such as live chat, email, SMS, video chat, and omnichannel calling. Agents can seamlessly switch between these channels, ensuring continuous engagement even if the conversation is interrupted.
- Co-Browsing and Help Desk Tools: WhosOn offers co-browsing features that allow agents to assist site visitors directly with their online sessions. It also enables the creation of tickets via live chat, which can be distributed to specific agents and managed through threaded email.
- Advanced Reporting and Analytics: WhosOn provides extensive reporting capabilities, including over 80 different report formats. Agents can view data in real time or historically, and the reports can be customized and exported in various formats like JSON, CSV, and XLSX.
Competitors and Alternatives
- Freshdesk: Freshdesk is a cloud-based helpdesk software that integrates multiple channels like email, phone, and chat. It is known for its ease of use and extensive integrations (over 150), making it a strong alternative to WhosOn. Freshdesk focuses more on streamlining customer conversations and collaboration within the support team.
- LiveAgent: LiveAgent is another comprehensive customer service software that supports multiple communication channels. It is praised for its user-friendly interface and the ability to deliver customer service across email, chat, and phone. LiveAgent is trusted by over 30,000 companies worldwide.
- Front: Front is a customer communication platform that centralizes emails, chats, and other messages into a single inbox. It is known for its simplicity and the ability to manage customer interactions efficiently. However, it may lack some of the advanced analytics and co-browsing features available in WhosOn.
Key Differences
- Integration Capabilities: While WhosOn integrates with various platforms like Azure Cosmos, WhatsApp, Google, Facebook Messenger, and CRM systems, Freshdesk and LiveAgent also offer extensive integration options but may vary in the specific tools they support.
- Analytics and Reporting: WhosOn stands out with its detailed analytics and reporting features, including real-time data and historical reports. Freshdesk and LiveAgent also offer reporting tools, but they might not be as comprehensive as those in WhosOn.
- Co-Browsing and Ticket Management: WhosOn’s co-browsing feature and the ability to create tickets directly from live chats are unique strengths. While Freshdesk and LiveAgent offer ticket management, they may not have the same level of co-browsing functionality.
Conclusion
In summary, WhosOn is distinguished by its real-time visitor information, multiplatform support, advanced co-browsing, and extensive reporting capabilities. However, alternatives like Freshdesk, LiveAgent, and Front offer strong integration options and streamlined customer communication, making them viable choices depending on the specific needs of your business.
WhosOn - Frequently Asked Questions
What are the different pricing plans available for WhosOn?
WhosOn offers several pricing plans to cater to various business needs. The plans include:
- WhosOn SmallTalk: This plan is free and includes basic features.
- WhosOn Cloud: Priced at $33 per user per month, this plan includes features like real-time visitor monitoring, co-browsing, geo-IP visitor location, and advanced chat routing.
- WhosOn On-Premises: Priced at $46 per user per month, this plan allows you to host the chat solution in-house and store data on your own private servers.
- WhosOn Enterprise: Also priced at $46 per user per month, this plan offers a custom-configured environment with no shared resources or bandwidth, making it suitable for handling any volume of chats.
How does WhosOn enable real-time visitor monitoring?
WhosOn allows agents to view a range of information about site visitors in real time. This includes the page a visitor is currently on, the start time of their session, the operating system they are using, and the location of the customer. This real-time data helps agents to engage visitors more effectively and provide targeted support.
What are some of the key features of WhosOn?
Some of the key features of WhosOn include:
- Visitor Targeting: Agents can invite site visitors to chat at important points in the customer journey.
- Canned Responses: Agents can quickly respond to frequently asked questions using pre-defined responses.
- Co-Browsing: Agents can assist site visitors with their online session in real time.
- Chat Routing: Chats can be routed to the right department, such as sales or technical support.
- Analytics and Reporting: Agents can view detailed reports in various formats, including data and graphs, to analyze chat performance and customer interactions.
How does WhosOn support multiplatform communication?
WhosOn allows agents to engage with customers across multiple platforms, including live chat, email, SMS, video chat, and web clients. Agents can switch between these channels seamlessly, ensuring continuous engagement even if the conversation is interrupted. This is facilitated through features like omnichannel calling, which requires a Twilio account.
Can WhosOn integrate with other business tools and systems?
Yes, WhosOn supports integrations with various business tools and systems. These include CRM systems, Google, Facebook Messenger, WhatsApp, Azure Cosmos, Office 365, Power BI, and Twilio. These integrations help in streamlining workflows and enhancing the overall customer support experience.
What security measures does WhosOn provide?
WhosOn ensures the security of chat data through several measures. These include encryption of messages in transit via HTTP, data masking, and intrusion prevention. Administrators have full control over security settings, including the ability to delete chat records permanently. Additionally, data can be stored securely in cloud or on-premises servers.
Does WhosOn offer any help desk and management tools?
Yes, WhosOn provides several help desk and management tools. These include the ability to create tickets via live chat, distribute tickets to specific agents, and deliver ticket responses via threaded email. Managers can monitor sessions in real time, send private messages to agents, and use co-browsing to assist visitors directly.
Is WhosOn available for both cloud and on-premises deployment?
Yes, WhosOn offers flexibility in deployment. You can choose to host the chat solution in the cloud (WhosOn Cloud), on-premises (WhosOn On-Premises), or even opt for a dedicated server deployment. This allows businesses to select the deployment method that best suits their security and operational needs.
Does WhosOn support chatbots and AI-driven features?
Yes, WhosOn integrates chatbots and AI-driven features to enhance customer support. The software allows you to blend bots with your agents and technology stack, enabling conversational automation and advanced analytics. This helps in serving more customers with less human resource and provides more insights into customer interactions.
Is a free trial available for WhosOn?
No, WhosOn does not offer a free trial. However, the WhosOn SmallTalk plan is available for free and includes basic features, which can be a good starting point for evaluating the software.
WhosOn - Conclusion and Recommendation
Final Assessment of WhosOn
WhosOn is a comprehensive live chat and help desk solution that integrates advanced AI, security, and analytics features, making it a strong contender in the website tools AI-driven product category.
Key Features
- Multilingual Support: WhosOn allows you to communicate with customers in over 100 languages, which is particularly beneficial for businesses with a global customer base.
- AI and Chatbots: The platform includes AI-driven chatbot services and predictive text suggestions, helping agents handle multiple chats efficiently and provide quicker responses.
- Security and Compliance: It offers robust security features such as encryption, data masking, and intrusion prevention, ensuring the protection of customer data.
- Analytics and Reporting: WhosOn provides detailed analytics, sentiment analysis, and custom reporting options, including integration with Power BI, which helps in monitoring and improving customer service performance.
- Help Desk and Ticketing System: The platform includes a comprehensive help desk with an online ticketing system, enabling agents to manage multiple chats and tickets effectively.
Who Would Benefit Most
WhosOn would be highly beneficial for several types of businesses:
- E-commerce and Retail: Companies needing to handle a high volume of customer inquiries across multiple languages and platforms.
- Customer Service-Centric Businesses: Organizations that prioritize customer satisfaction and need advanced tools for sentiment analysis and feedback collection.
- Global Enterprises: Businesses operating internationally, as the multilingual support and real-time translation features can significantly enhance their customer engagement.
- Companies Requiring Advanced Analytics: Businesses that need detailed insights into customer interactions to improve their service quality and marketing strategies.
Overall Recommendation
WhosOn is a versatile and feature-rich live chat and help desk solution that can significantly enhance customer engagement and service efficiency. Its ability to support multiple languages, integrate AI-driven chatbots, and provide comprehensive analytics makes it an excellent choice for businesses looking to improve their customer service operations.
For businesses considering WhosOn, it is recommended to take advantage of the free 30-day trial to assess how the platform aligns with their specific needs and goals. The trial period allows you to experience the full range of features and determine if WhosOn is the right fit for your organization.
In summary, WhosOn is a solid option for any business seeking to enhance its customer service capabilities with advanced AI-driven tools and comprehensive analytics.