You wouldn't expect to walk into a business and not find anyone there. Why not have the ability and control to see who is coming to your web site? ICC's live chat hosted service allows you to just that and much more. Just read below about all the features included with our live chat service.
REAL-TIME LIVE CHATTING
Real-Time Live Chats
Chat with your customers to provide support, sales and help with online purchases.
Multiple Chats
Operators can chat with multiple visitors at the same time.
Instant Messaging Between Agents
SightMax Agents can send instant messages to other SightMax agents whether they are logged in at home, across the office or from anywhere in the world!
Typing Indicator
Both the visitor and operator know when the other party is typing a message.
Email Signature
You can add the chat icon to all of your outgoing emails to allow customers to instantly chat with you.
Spell Check
This feature automatically "spell checks" agent phrases before they are sent to the customer, eliminating mistakes that are a reflection of your company.
Co-Browse
Agents can view each page that visitors are currently browsing in real-time.
Live "Who's On" Monitoring
View live visitors as they browse your website. Get valuable information such as, what page they are viewing, what browser type they are using, IP address/host name, visitor time on site and screen resolution. Additionally, you can monitor all live chats on your website as they are occurring.
Page Details / Search Engine Keyword
View the referral page link that directed visitors to your site, every page they have visited on your site, the entry page of each visitor, the current page they are viewing and total number of pages they have visited on your site. You can even view where the visitor was referred from (such as a keyword Google ad or other website) and the keywords used to find you website.
Live Coaching
Trainees can be monitored and coached through chats by experienced agents during a chat session.
Transfer Chats
Transfer chats, at the click of a mouse, to the properly skilled representatives.
Pop-Up Windows and Sound Notifications
Operators can have pop-up windows and sounds triggered when certain actions occur. For example, you can enable a notification window to pop up and a ringing bell to sound when a new chat is waiting to be answered.
Hidden Departments
You can setup "hidden" departments (not visible to website visitors) that can only be accessed by operators.
Lingering (Archived) Chats
Operators can keep finished chats available without going to chat history and looking it up at a later time. When an operator is finished with a chat session, it is archived under their operator name.
SALES / MARKETING
Referrer URL / Search Keywords
You can see what search engine and keywords visitors used to find your website.
Agent Initiated Chat
Operators can invite visitors to chat. When an agent invites a user, an invite graphic will appear on the visitor's screen.
Page Push
Agents can define a list of commonly viewed pages within their website and automatically "Push" customers to those pages.
Secure Chats
If you use a "secure" service (ex. Verisign, GoDaddy), then SightMax will be secure as long as the chat is taking place on an https:// page.
Managed Chat Queues
Definable chat queues (ex. Sales, Support, etc.) give you the ability to assign individual agents to each queue. You may also assign a manager to oversee each group.
CUSTOMIZATION
Chat Window
The visitor chat window is fully customizable for every site you setup. Add your company logo, change the colors, text, size, layout, etc.
Chat Icons
Agents have the ability to set their availability to Away, Online, Back in Five and Out to Lunch. These four chat icons are fully customizable for every queue that you have setup.
Pre Chat Surveys
Prechat surveys are filled out by visitors before chatting with an operator. They can be customized with any questions that you would like to ask your customers.
Agent Initiated Chats
The invite graphic is fully customizable to fit your needs. For example, you can create an invite graphic that advertises a special offer, discount or just the option to let the visitor speak to a sales representative.
Canned Responses
Save commonly used messages to provide instant and accurate information to your website visitors' most common questions. You can also setup and use your own hot keys for even faster responses.
Operator Offline Email Form / After Hours Message
If all agents are offline, visitors have the option to leave an email message for a customer representative.
VISITOR HISTORICAL TRACKING AND CHAT HISTORY
Real-Time Monitoring
View live visitors as they browse your website. Get valuable information such as, what page they are viewing, what browser type they are using, IP address/host name, visitor time on site and screen resolution.
Automatically Save Chat Transcripts
Chat transcripts and past visitor navigation are automatically saved to a SQL database when the session is finished.
Shared Chat Transcripts
Operators can share and view saved transcripts within their department.
Search Chat Transcripts
Operators can execute detailed searches through all operator chat transcripts.
