eChat

Online Customer Support Software & Customer Service Solution

Allow end users to engage in live question and answer sessions with your Support Reps at the click of a button using eChat. A powerful tool in Parature’s online customer support software and help desk software solution, eChat is seamlessly integrated into your Support Portal to offer assistance at critical times to your end user interaction.

Benefits

• Customers benefit from instant on demand customer support
• Reduce costs by offering an alternative, more cost-effective, channel than phone or email support
• Enrich the support experience through supplementary materials and visual customizations

Key Features

Advanced routing tools
Automatic assignment and escalation features that allow for responsive and knowledgeable chats

• Support reps conduct up to four chat sessions at a time
• Transfer or route specific questions to more knowledgeable representatives
• Automatically send chats to a specific support rep with the least number of live sessions

Visual and audio alerts
Stimulate and engage end users to chat with a variety of indicators built into your customer service solution

• Use color and language to customize alerts and notifications
• Receive visual alerts when a new chat begins, or when visitors arrive at your Web site
• Set the Live Assistance option to change automatically depending on whether the support reps are online, on a break, or away from their desks

Send related materials
Make sessions more robust by offering multiple options for sending information during a chat

• Pre-defined knowledge base articles may be attached to messages and sent across the Web at the touch of a key
• Send Web pages that automatically open for the end user
• Transfer files or documents during a live chat to supplement your online discussion