Optimize communications with instant text dialogue and collaboration
Talisma Chat enables organizations to communicate in real-time with online visitors, providing a dynamic way to answer questions, offer immediate assistance, or proactively engage visitors on the Website. Website visitors can initiate a chat session from a Website link, or your staff can initiate the chat invitation based on predetermined visitor data attributes or actions. All chat session transcripts are automatically logged and added to the customer’s unique contact record. For added security, the tool encrypts sensitive information, such as credit card details and Social Security numbers. Chat management supports real-time text conversations and enables collaborative browsing to facilitate optimum communication, online Web form completion, and problem resolution.
Enhance staff productivity and improve customer satisfaction
In addition to built-in routing and assignment strategies, staff have 24x7, single-click access to a unified view of all previous customer interactions from any communication channel. Employees can quickly respond to inquiries using a knowledgebase of FAQs, response templates, Web links, and documents. As needed, employees can conference individual or multiple staff members into a chat conversation.
Chat using the customer’s preferred language
The tool is designed for multilingual interactions across all channels and products with unicode compliance, including those using double-byte characters.
Supervise employees for consistently high levels of service
Train and supervise staff by auditing chat sessions, seamlessly taking over a chat session if necessary, or “whispering” information to the employee that is invisible to the customer. Supervisors have a special chat workspace to view current queue status and chat session reports to monitor employee performance and load levels.
Ensure customers and prospects have a positive chat experience
Set expectations by displaying queue position and wait times. Encourage a continued connection by notifying each party when the other is typing information.