Product Overview of WhosOn
WhosOn is a comprehensive live chat software designed to enhance customer service and engagement for modern businesses. Here’s a detailed look at what WhosOn does and its key features:
What WhosOn Does
WhosOn is a sophisticated live chat solution that enables businesses to provide exceptional online support to their visitors. It is tailored to meet the diverse needs of enterprises, offering a range of innovative features and functionalities that streamline customer interactions, improve agent productivity, and provide valuable insights into customer behavior.
Key Features and Functionality
Multiplatform Support
WhosOn supports multiple platforms, including live chat, email, SMS, video chat, and web clients, allowing agents to switch seamlessly between channels to maintain continuous engagement with customers. This includes omnichannel calling capabilities with the use of a Twilio account.
Agent Tools
The software offers a variety of tools for agents to manage chats efficiently. These include canned responses, chat alerts, chat preview, chat search, chat transcripts, concurrent and distraction-free chats, filtered searches, and a live chat spell checker. These tools help agents handle multiple conversations smoothly and provide prompt responses to customer queries.
Real-Time Visitor Monitoring and Analytics
WhosOn features real-time visitor tracking and web analytics, allowing businesses to monitor visitor activity and behavior on their website. This includes proactive chat invitations, visitor profiling, and geo-IP visitor location, which help in identifying and engaging potential customers effectively.
Advanced Reporting and Analytics
The software provides robust reporting and analytics capabilities, including a built-in dashboard for quick and filtered monitoring of chats. It supports multiple formats and charts, and data can be exported in various formats such as JSON, CSV, and XLSX. The KPI dashboard helps in evaluating agent performance and analyzing chat conduct, making it easier to identify areas for improvement.
Help Desk and Integrations
WhosOn includes a range of help desk features such as agent availability status, chat queues, co-browsing, customer chat history, operator wrap-up, real-time desktop transition, and skill-based chat routing. It also integrates with various platforms like WhatsApp, Facebook Messenger, CRM systems, Office 365, Power BI, and more, enhancing its functionality and usability.
Security and Compliance
The software prioritizes security with features like encryption, data masking, and intrusion prevention. Administrators have full control over chat data, including the ability to delete chats permanently, ensuring compliance with regulatory requirements.
AI and Chatbot Integration
WhosOn allows businesses to integrate AI-powered chatbots into their customer service operations. This can automate conversational tasks, improve response times, and enhance the overall customer experience. The bot framework integrations enable seamless interaction between bots and human agents.
Customization and Deployment
The software offers flexibility in deployment options, including cloud, on-premises, and custom deployments. Businesses can customize the chat functionality via API or by commissioning custom work from the WhosOn team, ensuring the solution aligns with their specific needs.
Customer Chat History
WhosOn’s tracking functionality retains a log of previous chat sessions for returning visitors, allowing agents to access and view these interactions within the chat client. This feature, combined with CRM integration, helps agents understand the customer’s relationship with the business and provide more personalized support.
Conclusion
WhosOn is a powerful live chat software that combines advanced features, robust analytics, and seamless integrations to provide a comprehensive customer service solution. Its flexibility, customization options, and strong focus on security make it an ideal choice for businesses looking to enhance their customer engagement and support capabilities.