Product Overview of WhosOn
WhosOn is a sophisticated live chat and AI solution designed to enhance customer engagement and support for modern enterprises. With a history dating back to the early 2000s, WhosOn has established itself as a trusted and specialized live chat software, trusted by around 500 Fortune brands and boasting a 98% customer retention rate.
Key Features
Multiplatform Support
WhosOn offers a multiplatform approach, allowing businesses to engage with customers through various channels, including live chat, email, SMS, video chat, and omnichannel calling. This flexibility ensures seamless communication across different platforms, enabling agents to switch between channels effortlessly.
Advanced Agent Tools
The software provides a range of tools for agents to manage chats efficiently. These include canned responses, chat alerts, chat preview, chat search, concurrent and distraction-free chats, filtered searches, and a live chat spell checker. These tools streamline the chat process, making it more productive and user-friendly.
Analytics and Reporting
WhosOn features robust analytics and reporting capabilities. The platform supports multiple formats and charts, allowing businesses to upload and save chat data to local databases or cloud storage like Azure Cosmos. The built-in dashboard offers quick and filtered monitoring of chats, and the OData API enables access to raw data for use with third-party tools such as CRMs, BI systems, and analytic platforms. The KPI dashboard helps in evaluating agent performance and analyzing chat conduct.
Customer Chat History
WhosOn’s customer chat history feature recognizes returning visitors and provides a log of previous chat sessions. This allows agents to greet customers with relevant account information, personalizing the service and enhancing customer satisfaction. The feature integrates with CRM data to provide a comprehensive view of the customer’s relationship with the business.
Integration and Security
The software integrates with numerous programs, including Azure Cosmos, WhatsApp, Google, Facebook Messenger, CRM systems, Office 365, Power BI, Twilio, and more. Security is a top priority, with features such as encryption, intrusion prevention, data masking, and the ability to blacklist IP addresses. WhosOn also offers pre-chat surveys to filter out spammers and ensures that all chats are securely stored and can be permanently deleted if necessary.
Automation and Bots
WhosOn includes integrated chatbots and conversational automation, allowing businesses to automate routine tasks and free up human resources for more complex issues. The platform supports skills-based routing, ensuring that customers are directed to the most suitable agents.
Deployment Flexibility
WhosOn can be deployed in various ways to suit different business needs, including on-premises, HCI cloud, or dedicated server deployment. This flexibility ensures that the solution can scale to meet the requirements of multisite, multi-country, and multilingual operations.
Compliance and Customization
The software is designed with compliance in mind, making it easy to achieve regulatory requirements. Additionally, WhosOn offers tailored functionality through API customization or bespoke development by their team, ensuring the solution aligns with specific business needs.
Benefits
- Enhanced Customer Engagement: WhosOn enables businesses to engage with customers more efficiently and effectively across multiple platforms.
- Advanced Analytics: The platform provides comprehensive analytics and reporting tools to help businesses make informed decisions.
- Security and Compliance: WhosOn ensures data security and compliance, making it a reliable choice for enterprises.
- Scalability: The software is designed to scale with business growth, supporting multisite, multi-country, and multilingual operations.
- Customization: WhosOn offers customization options to fit specific business needs, ensuring a tailored solution.
By leveraging these features and functionalities, WhosOn helps businesses improve customer satisfaction, streamline support operations, and drive innovation in their customer engagement strategies.