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webchat (what do we want? (front end (customisable (set time delay for pop…
webchat
what do we want?
front end
fairly discreet sliding pop up
no centre pop up
customisable
set time delay for pop up
customisable pop up depending on the page you are on
gated?
risk of losing people
chat by department
service chats ask for serial number
multi-language
leave a message when office
back end
integration with sfdc
can the system spot the IP address and see where it's coming on from before answering
metrics
customer rating post chat
where chats come from
agent availability
which page the chat is activated from?
pick the chat based on the territory
visibility on transcripts
how the chats are initiated
categorisation of the chats
dropped chats versus those we pick up
visibility for all agents who is online
translation
transfer chats to different agents
discrete user licences
what do we need to capture
customer name
account info
type of enquiry - sales / service / other
can the customer define this
or do we ask the information
link into SFDC data
who on there
internal sales
service?
drivers for use of webchat
anonymity
quick answers