ServiceTraq Chat / Collaboration
There is nothing like the human touch
when it comes to building strong customer relationships.
ServiceTraq offers a full-featured live
chat with online web collaboration as an alternative
When a customer elects to initiate a chat
session, he is presented with a list of any active cases he
has open. If the subject of his chat relates to an active
case, he simply clicks on the case and the chat request is
sent. If, on the other hand, this relates to a new issue or
question, the customer is guided through the same questions
as in messaging. He selects the product/service/issue this
chat relates to, and answers any survey questions you with
to present, based on the selection he made.
Chat requests are automatically displayed
on the screens of CSRs that are proficient in the subject
matter selected by the customer. When a CSR decided to respond
to the chat request, he is presented with customer details,
and answers to any of the survey questions presented.
In any case, the formalities have been taken
care of before the CSR takes the case. He doesn't have to
spend precious time getting fundamental details... he can
begin helping out of the gate.
For example, a software company might choose
to present a survey that gets the customers operating system,
CPU, amount of memory, software version, license information,
etc. before opening the chat session. They may further ask
basic questions like 'Did you try running the software with
all applications closed'? All questions that might otherwise
occupy fifteen to twenty minutes of the CSR's time... for
When the chat session is opened, the CSR has
answers to all of the basic questions already, allowing him
to get to the heart of the matter, or even open the chat with
the answer prepared.
Everything is saved
Just like messaging; all chat sessions
are saved to the database in real-time. When a chat session
ends, an entry is made into the case thread. At any time,
the customer, the csr, or an administrator can view the thread,
and click on a link to open the complete chat log.
Furthermore, if a connection is lost without
formally closing the chat, when the chat is reinitiated, the
contents of the chat are reloaded into the chat window.
Collaborative Web Browsing
The ServiceTraq chat solution is much more
than just chat. A web browser is embedded into the chat windows
of both customer and CSR. A CSR can, at any time control the
customer's web browser window, causing him to see exactly
what the CSR sees. Then can even fill out forms in collaboration.
The CSR can further send links to the customer, or even force
a new web browser to open on the customer's computer with
a predefined page.
Yet another timesaving feature... ServiceTraq
allows two levels of macros: Company and CSR. Inside the chat
window, the CSR can, at any time, click on a macro and send
it as a message into the chat. This way, if the CSR often
finds himself repeating the same lines, he can save valuable
Be a Big Brother
For the sake of quality assurance, Administrators
can view a list of all chat sessions in progress at any given
time. They have the ability to jump in and out of chat sessions
invisibly, allowing them to monitor sessions without making
their presence known.
Everything is connected
A chat session is part of a case. A phone transaction is part
of a case. E-messaging is part of a case. Therefore, any time
the customer or CSR views case history, each transaction is
displayed in a thread, sorted by the time of transaction.
It acts much like a threaded message, except it can include
various types of transactions.