Easily incorporate a real-time, presence-enabled web chat service on your site!
Customers and partners expect multiple ways to reach front-line sales and service representatives. Savvy consumers are shunning call centers and email and are moving toward real-time interaction using social media and web chat. View more.
Enabling WebChat enables organizations using Microsoft Skype4B to easily incorporate a real-time, presence-enabled web chat service on their website. The solution costs little to implement, yet tightly integrates into the workflow of the agents. The ROI can be great with increased customer satisfaction, an improved web presence, and increased online sales. Try it yourself by click here!
Enabling WebChat is simple to implement
Unlike many web chat apps on the market, Enabling WebChat requires little change to an existing website.
- Simply add a hyperlinked “Chat” icon to your site and when the web visitor’s clicks it, the WebChat form is displayed in a separate browser windows. This enables easy scaling to the WebChat window.
Enabling WebChat works from all popular browsers
- This allows the app to work on more browsers and devices (mobile, tablets, etc.) that don’t allow Silverlight or flash.
Web Visitors will clearly see the status of the representatives
- Each workgroup has a live status Icon, with presence indicators fed from Microsoft Skype4B.
- Green means one or more agents are available.
- Red means one or more agents are online, but are ‘busy,’ and may take a while to respond.
- Yellow means all agents are currently ‘away.’
- Gray means all agents are ‘offline’.
Enabling WebChat enables visitors to contact the group after hours or if no agents respond
- If the chosen department is ‘offline’ or ‘away’, the user will see a ‘Send Message” button instead of ‘chat now’ button. This allows the website visitor to send an email to the agents associated with that department.
- If no Skype4B agents respond within 30 seconds to a chat request, the website visitor is given a form to submit an email to that specified department of agents.
Enabling WebChat enables flexible workflows
- Web visitors can select from different ‘groups’ to chat with, like “Sales” or “Support.”
- Using the Skype4B Response Groups (aka distribution lists), inquiries are routed to groups of experts.
- Chat requests are only sent to Skype4B agents who have their presence set to ‘available’, so Skype4B users who are already in a call or away from their desk are not bothered.
Enabling WebChat keeps visitors informed
- Once a chat request is submitted, all available Skype4B agents in the selected group will receive a Skype4B toast invitation to the conversation. One or more Lync agents can join the meeting and chat with the web user.
- Both the Skype4B agent and the web user will see ‘is typing’ notifications as the IM conversation progresses.
- The Skype4B agent can drag in other Skype4B contacts to include them in the instant message conversation as needed. The website visitor will see all messages typed by all participants in the Skype4B meeting.
Enabling WebChat enables call back and screen sharing
- Agents can ‘click to call’ the web visitor or choose to share their desktop to display products details within docs; or to show spreadsheets, start online apps, or provide a more personal touch to the conversation.
- Website visitors fills out a short form before beginning their chat session with the specified department including name, and optionally, phone number and email. The agent will have a ‘callback’ button next to the phone number to ‘click to call’. If the agent clicks the ‘Escalate to meeting’ button, then a URL for the Skype4B meeting is sent via IM to the website visitor. The website visitor can then click that link to join the Skype4B meeting using the Skype4B browser plug-in. From there they will have all the standard Skype4B features like desktop sharing, audio/video, etc.