Web Builder Integrated Software Suite
Free Customer Service (Live) Chat Module
Web Builder, our free web management software suite, includes a Customer Service
Chat module as of version 5.107. This
module enables your customers, visiting your website, to initiate a text chat session
in real time with your customer service agents.
We offer Web Builder free to our web development clients as a way of thanking you for
letting us meet your service requirements when you order any complete web development
project (“web 1.0” projects not included.)
As with all Triskelon software, the customer service chat user experience is simple and
elegant both for website owners and their customers seeking chat support.
Notification
The Customer Service Chat module includes Triskelon Push Web Server to notify agents of
incoming chat sessions.
Agents must be using a Win32-compatible operating system with a sound system in order to
receive notifications.
When customers initiate a chat session, agents are prompted to accept or decline the session
in real time (although declining sessions is not encouraged).
The night block feature prevents notification sounds on the agent's desktop computer during
quiet hours.
Customer Experience
When a customer initiates a chat session, the system tries up to three qualified agents in less
than two minutes before returning a “no answer” response. Customers may access chat
sessions from any
supported browser on a
desktop computer (this module is not yet tested on mobile devices, although it may work on
some mobile devices).
Agents can send customers web pages via chat, which conveniently and automatically open in
the customer's web browser.
Connection errors due to unpredictable Internet traffic conditions are reduced via redundant
back-up connection routing.
Management may optionally define multiple topics/departments, multiple agents, and assign
agents by topic.
Staff can assign themselves to topics to fill in for each other as needed.
Customers can see at a glance in real time which topics have available agents, based on the
on-duty status of agents.
Agents must keep on-duty status up to date. This is easy, requiring only a single click.
Where multiple qualified agents are on duty, incoming sessions are distributed equally among
them.
A different scheme (skin) and different terminology may be specified for each topic.
Telecommuting is supported: Agents receiving incoming chat sessions initiated by customers
can be located anywhere,
although they must have a reliable full-time Internet connection.
Multiple simultaneous conversation threads per agent are supported.
Management Features
Executive & staff security access levels are supported:
Sensitive functions (defining topics, executing SQL queries, and viewing chat content) require
executive access password.
Management can track agents by on-duty status, performance, and declined/missed
sessions.
Chat content is kept private from other customers and staff, except those who have the
Executive level password.
Session history archive is kept for one week, and is available for management
review.
The Customer Service Chat module is included with Web Builder at no additional
charge. (Charges apply for configuration and support, if any.)
Screen Shots
Live Chat Button on Any Page
Customer Selects Topic
Customer Identifies Himself
Chat Session Opens
Administrative Control Panel
Define Topics
Define Agents
Assign Topics to Agents
