TheCHAT facility is made available via a CHAT button or a chat form, which is placed at strategic locations
on a site e.g. contact page. Here visitors are offered the ability to engage in a live chat session with the business directly or alternatively they can be directed to a web form where they can enter their details and request chat immediately.
PULSE CHAT can be tailored to work with CRM information, for example customer numbers or post code listings which could determine which queues and agents answer the enquiry.
PULSE CHAT allows you to pre-determine how many simultaneous CHAT requests each
agent will receive based on their competence. Agents will not receive CHAT requests if they
are already busy on the phone or processing an email that is marked directly to the agent
concerned for additional inquiries.
Like phone, email, fax and sms, PULSE manages the distribution of CHAT inquiries between
available agents. Through PULSE, administrators can set the priority of CHAT enquiries
against other channels and through skill routing can determine which agents receive CHAT
It is easy to introduce CHAT as a communication channel for your customers and through
PULSE SLA management you can provide the same level of service regardless of communication
channel. Administrators determine the optimal response times for each channel and
CHAT requests are given priority in the queue when their SLA is approaching expiration.
Often agents require the support of colleagues to help them to respond to customer enquiries,
with CHAT an agent can easily invite another ‘on-line’ employee into a CHAT with the customer.
This enables the agent to engage with the support it needs to efficiently respond to
the customer’s enquiry thereby providing the customer with better level of service.