novomind iCHAT: live chat software for contact centres
Live chat solutions for customer service are becoming increasingly popular: More and more companies are relying on quick, text-based dialogue with real conversation partners. With just one click of a mouse, your customers can chat “live” with customer service staff.
Online customers like personal real-time advice
Thanks to Web 2.0 and the increasing popularity of mobile devices, chatting has become widely accepted by end users as a channel of communication. Internet users no longer have to reach for the telephone or write an email. They are given detailed advice in real time and are looked after without having to change media. Every sixth internet shopper wants to have personal consulting. novomind iCHAT System makes this possible, thereby raising your conversion rate and customer satisfaction levels.
Advantages & features of novomind iCHAT at a glance:
Our live Chat Software novomind iCHAT connects you with your clients immediately via Audio- and Videochat using WEB RTC (Web Real Time Communication). No download of Software. Your Audio chat starts proactive e.g. during the order process (Push to Talk) to support clients buying interest.
- Fast & efficient processing
Our live chat software provides your employees with context-sensitive text templates and push links to process chat dialogues so that they can have several chats running at the same time. More than 500 agents are able to access the system in parallel.
The responses to chat questions are automatically suggested to your employees from the central knowledge base of the live chat software.
- Central knowledge base
The common knowledge base also provides your staff with optimal support when it comes to internal topic-based research work.
- Status indication
Your contact centre employees will always be able to answer promptly even when dealing with several queries at once. The software’s status display function ensures a clear overview.
- Maintenance of the system
Our live chat solution provides your administrators with convenient user management.
With novomind iCHAT you obtain a central reporting and monitoring system.
- Service-oriented social media management combined with live chat
With novomind iCHAT for Facebook, the agent has the option of switching from public communication to private one-to-one communication with customers in real time. Enabling a Facebook chat ensures that customers and contact centre agents can exchange sensitive information while excluding the Internet community and Facebook.
novomind iMAIL is part of the integrated agent interface novomind iAGENT
and can be expanded at any time to include