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Accelerated Customer Tracking System Features

The InstantEngage accelerated customer tracking system was built from the ground up with your business in mind. We studied our customers' feedback to create a customer support chat system to meet their daily operational processes and business demands. The end result is a business-minded, user-friendly customer support chat application called InstantEngage. InstantEngage live help customer service tracking has several components:

1) Live Help Customer Chat
2) CSR (Customer Service Representatives) Chat
3) Supervisor Admin
3) Company Admin

There is also an optional PRM (Partner Relationship Management) System available to InstantEngage users which can drive traffic to your web site.

You can view our list of features in the table below.
Accessible
Customer Chat
InstantEngage Customer Chat is built on an intelligent customer service tracking platform to ensure that your customers are able to reach your CSRs using any web browsers or operating systems.
Customer Location Tracking
InstantEngage is able to track the page visit pattern of each customer. This useful information is provided to your CSR who will then decide on when is the best time to engage with the Customer.
Customer Activity Panel
The Customer Activity Panel lists the activities for each customer that reaches your web site. InstantEngage reports on the time spent on browsing the current page and whether this customer has been served by any CSR.
Call Escalation
Often times, a CSR may not have the necessary knowledge to provide assistance to the customer. The CSR can opt to transfer the customer to another CSR or invite a supervisor to the chat for a 3 way (Customer, CSR and Supervisor) chat to occur.
Agent Familiarity
InstantEngage allows your returning customers to choose the previous CSR whom he or she had spoken to the previous time.

This is a very invaluable tool for the customers since most customers would want to speak to the same sales person. This feature can be turned on and off by the business owner.
Searchable Customer History
A CSR can run a search on previous chat sessions for an existing customer. InstantEngage provides the CSR with an intelligent chat repository for a customer for each session.

A CSR can even filter the search by keywords mentioned in the chat transcript.
Multiple Chat
To maximize a CSR's productivity, InstantEngage allows a CSR to chat with multiple customers at any one time. There is no limit to the number of chat sessions that can be had.
Agent to Agent Chat
A CSR can also engage in another chat session with another agent for knowledge sharing.
Supervisor
InstantEngage has a supervisor component which allows the Supervisor to look at chat sessions that are currently ongoing. This will ensure that the CSRs are performing adequately. The Supervisor can also participate in a current CSR-Customer chat session.
Assist-on-Demand
The Assist-on-Demand is a very feature which allows a CSR to do his or her own things without having to stare blankly at the CSR console waiting for activities.

When a customer clicks on the "Request for Help" button, InstantEngage is able to pop up a notification above the system tray (like how those popular Instant Messaging applications notify you when someone comes online). The CSR can simply click on the notification window and begin chatting with the customer.

This feature is also very useful for business owners who want to chat with customers themselves and are often busy with other stuff.
Product to Agent Assignment
InstantEngage allows certain CSRs to be assigned to certain products or business specific functions (like sales and support). InstantEngage will route the call request to the CSR assigned to that particular group.
Pre-Stored Answers
InstantEngage allows answers to commonly asked questions to be stored for chat sessions. This saves the CSR precious time by allowing the CSR to pull answer from a list of frequently asked questions.
Push Content
The CSR can also push content like web page and images to the customer.
Chat Transcript
The customer can opt to have the chat transcript emailed to him after the end of the session. This feature can be turned on and off by the business owner.
Proactive Engagement
Proactive engagement allows the CSR to push out a little non-intrusive window to the customer without the customer having to click on the "Request for Help" button.

This feature is great for the CSR who may want to proactively contact the customer who seems to be browsing a particular page for a long time or according to whatever behavior would suit this response.
Compatible with Pop-Up Ad Blockers
InstantEngage initiate chat request (a popup that gets pushed to the customer's PC) feature works with Ad Blocker software, like Google Ad Blocker, XP and Yahoo toolbar. This ensures that your Operator is able to proactively engage the web visitor 100% of the time.
Active Spell Checker
InstantEngage Active Spell Checker ensures that your CSR's sentence construct does not contain any misspellings. This checking is done in real time and on the fly so that the CSR is notified immediately when a misspelling occurs. This increases productivity and professionalism for your customer service team.
Secure Customer chat with SSL
InstantEngage offers secure SSL (Secure Socket Layer) chat for customers who want to protect sensitive information from been sent in clear over the Internet.
Works Across Most Web Browsers
InstantEngage customer chat client has been tested extensively on web browser software on various Operating Systems. Our internal test showed compatibility with the following browsers
  • AOL 7.0, 8.0
  • Internet Explorer 5.0
  • Internet Explorer 6.0
  • Firefox
  • Mozilla
  • Netscape
  • Safari

 

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