Chat features
Live Chat for websites
Just a click away from your customers
You wouldn't ignore a shop visitor walking up to your counter. So don't ignore one browsing your website. WhosOn live chat powers quick, convenient communications between brand and web visitor, complete with a handy range of features.
Let's look at some of those chat features more closely.
Chat surveys
- Pre-chat survey, to gather valuable customer data and give relevant support
- Post-chat survey, to ascertain service quality and satisfaction
- Reports on post-chat survey fields, to collate and capitalise on insights
Canned responses
- Automatic keyword detection, to speed up response windows
- Ready-made answers launched within the chat window, to eliminate manual re-typing
- Categorised, access-controlled canned responses, to suit each user’s needs
Speed chat
- Predictive text, to send the most relevant recent response within 3 strokes of the keyboard
- Recommended chat answers, to reply intuitively and immediately
- Preset messages, to insert a personalised greeting with a single click
Chat mood
- Recognition of emotive words, to ascertain user satisfaction
- Visual mood indicators, to display chat mood to the agent quickly and clearly
- Inbuilt emoji pack, to convey feeling at a click
Chat translation
- Automatic language detection, to improve the customer journey
- Live, two-way language translation, to remove communication barriers
- Support for 60 languages, to open your website to the world
Stacked chat
- Strikingly original chat window for your website, to chat in style
- Messages stacked in a stylish, scrollable box display, to wow web users
- Customisable chat appearance, to match the client to the look and feel of your website
Missed chat handling
- Retention of missed chat requests, to track usage
- Session information stored, to capture lost leads
- Easy follow-up option, to reply via email without leaving WhosOn
File upload
- Send files back and forth in real-time, to prevent channel disruption
- All common file formats accepted, to share information quickly and efficiently
- Live document verification, to reduce cost and resource
Dynamic invites
- Automatically issue chat invitations, to offer proactive service
- Create triggers based on site activity, to launch chats at opportune moments
- Send invites based on user details, to provide a personalised experience
Customer history
- Recognise return chat users, to greet digital customers like old friends
- Display existing chat histories, to prevent reintroductions and repetition
- Pull in relevant CRM data, to have account information instantly to hand
Chat preview
- See what the user is typing as they type, to gain insights on the chat and the customer
- Preview chat content before the customer hits ‘send’, to respond with speed and accuracy
- Flag confrontational or inappropriate language, to prevent issues before they arise
Availability schedules
- Automatically remove chat options out of office hours, to manage customer expectations
- Surface an “offline” button when all agents are unavailable, to prevent lengthy waits
- Set a standard leave message or call back option, to keep communication channels open
Distraction-free chat
- A clean, uncluttered UI, to focus energy on chats alone
- Separate web settings portal, to simplify the agent view
- Tabbed view of chat sessions, to view all open and pending chats conveniently
Video chatChat to visitors using live video, to give face to face service online
Data retentionWe'll keep all your chat data for 7 years, as standard
Chat transcriptsSave, and share, any transcripts from your chat sessions
Spell checkInbuilt spelling and grammar checker to prevent mistakes
User blacklistingBlock unwanted users from reaching your agents
PCI/PII maskingRedact credit card info or PII sent directly through the chat window
Custom profilesAllow agents to set up avatars and availability statuses
Click to callCustomers can request a call-back using buttons in the chat window
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