General Features |
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| Licensing + Pricing |
2 seats
$ 29.95/mo
$ 0.00 Setup
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2 seats
$ 69.95/mo
$ 99.95 Setup |
2 seats
$ 97.95/mo
$ 149.95 Setup |
| Additional Operators (ea.) |
$ 9.95/mo |
$ 19.95/mo |
$ 29.95/mo |
All AliveChat versions include 2 concurrent Operator licenses. That simply means, if you have a two (2) operator license, at most two (2) people can log in at the same time to take chats. Each Operator can handle up to 20 concurrent chat sessions with Visitors. You can always purchase additional Operators as needed. For more than 10 Operator licenses, please contact us for volume discount information.
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| On-Demand (ASP) Solution |
Never anything to download or install. AliveChat is hosted within our datacentres and is available by logging into our web-based user interface which is available anytime, 24/7. Optional is a AliveChat Operator Console Windows Component which allows you to run AliveChat within your Microsoft Windows System Tray. |
| Browser Compatibility |
All AliveChat interfaces (Operator, Visitor, Administrator) are compatible with Internet Explorer, Safari, and Firefox. |
Customization Features |
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AliveChat LITE |
AliveChat PRO |
AliveChat PRO+ |
| Visitor Chat Window |
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Create a 100% unique client window experience that matches your web site brand with CSS (Cascading Style Sheets). Configure your chat window text, greeting messages, offline forms, and even direct visitor to another URL if you are offline. |
| Multiple Web Site Support |
unlimited |
unlimited |
unlimited |
| If your company has multiple web sites needing support, AliveChat allows you to create unique chat window designs for each individual web site. This allows your organization to retain 1 AliveChat account which can support multiple web sites with the same Operators! Easy distinguish which web sites and departments your visitors are coming from with our web site identification features. |
| Offline Email Form |
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Allow your visitors to leave a message if you are not signed in as an Operator. This message will be forwarded directly to your e-mail box. You may also redirect them to a URL instead of the Offline Email Form. |
| Language |
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Configure AliveChat's user text, prompts, and messages to be in your native language and dialogue. |
| Fonts |
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This feature brings a little flare into the conversation with customizable colors, font types, and sizes. Available for Operator, Visitor, and Administrator fonts. |
| Proactive Pop-Ups |
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Create customized Proactive Pop-Ups geared for different users and pages of your website. For example, create a pop-up for new visitors, one for promotions, and one for support. |
| Chat Button Gallery |
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Use AliveChat's included graphic chat buttons, or create your own design and use it for both online and offline buttons! |
| Professional Services |
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We can get your AliveChat PRO or PRO+ set up for your organization with our hands-on configuration, customized design, and setup. We can consult with you and offer suggestions and recommendations on the type of Proactive Pop-Up and Chat Button placement which will yield maximum results. Please contact us for more information. |
Visitor Tracking |
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AliveChat LITE |
AliveChat PRO |
AliveChat PRO+ |
| Live Site Monitor |
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| Get real-time information about your visitor as they browse through your site. Gather their IP address, browser configuration, the current page they are on, and see what link they clicked on to reach your site (also called the referrer). |
| Visitor Footprints |
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| Track how your visitors access your site. See every page that they have visited for their session, and the duration of their visit. |
| Referrer and Entry URLs |
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| Find out where your customers are coming from and the search engine terms they use to find your site. |
| Geo-Location |
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| Discover what country and city the visitor is coming using IP to country geo-location lookup. |
| Visitor Recorder |
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| This new tool allows you to record all your visitors that reach your web site so that you can analyze them at a later time. View their IP, country, city, browser settings, pages browsed, exit page, and duration on your web site. With this valuable information, you can improve the usability of your web site, and monitor how well your Pay Per Click (PPC) campaigns are working. (Also see this in Reporting Features below). |
| Site Traffic Monitor + 3rd Party Chat |
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| An administrator (a user in addition to your 2 operator licenses) can monitor your web site traffic in real-time. View which operators are currently online/offline/away. Also view which visitors are in the queue, chatting, or just browsing your web site. The user has the ability to engage in 3rd party chats with any existing chat sessions that are occuring. (Also see this in Reporting Features below). |
Chat Handling and Routing |
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AliveChat LITE |
AliveChat PRO |
AliveChat PRO+ |
| Automatic Call Distribution (ACD) |
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| Routes calls to operator with the least chat volume, providing efficient load balancing of incoming calls. This also ensures that online operators receive equal call volume. |
| Ring All Call Distribution (RACD) |
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| Alert all operators logged in. First operator to pick up the chat receives control of the chat. |
| Call Queue |
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| Visitors are queued on a first come first serve (FIFO) basis, then transferred to ACD when operators are available. Maximum Chat |
| Multiple Departments |
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| Create multiple departments for your organization and assign each operator to handle requests from that department. |
Information Capture
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| Create questionnaires in which your visitors can answer before a chat session begins. |
| Multiple Chat Lines |
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| Operators can chat with multiple visitors at the same time. Operators and Administrators can specify 1-20 available chat lines. |
| Call Transfer |
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| Sometimes certain agents/operators may not be equipped to answer a question. AliveChat can easily transfer the customer to another operator. |
| Surveys |
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| Create custom surveys for visitors to complete at the end of a chat. Compile the results to instantly discover the effectiveness of your staff. |
| Spell Check |
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| Depending on the browser you use, spell check may be a standard feature. AliveChat is completely browser-based, so it uses whatever tools your browsers have. |
| Auto-Send Transcript to E-mail |
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| Specify e-mails in which all chat transcripts will be sent to automatically at the end of a chat. |
Chat Features |
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AliveChat LITE |
AliveChat PRO |
AliveChat PRO+ |
Proactive Pop-Up Invitations
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| Proactively send chat invitations to visitors browsing your site. Proactive Pop-Ups can be customized to the type of sales pitch you want to present to the visitor depending on where they are on your web site. See Customization Features above. |
| Automatic Proactive Pop-Up Invitations |
limit 3 |
unlimited |
unlimited |
| Create filters which automatically pop up invitations to visitors on the web site based on time on a page, # pages viewed, and which page they are on. |
| Chat Conversation History |
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| This means faster connections, and more scalable design to handle high loads of day to day traffic. Using sort queries, an operator can look up a specific chat event. |
| SSL Secured Chat |
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| A SSL (Secure Sockets Layer) Operator and Visitor chat encrypts your chat conversation ensuring no one can intercept critical dialog. |
Typing Indicator
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| A 'user is typing' message indicator will appear which allows the other party to know when you are typing. |
| Push URL Hotkeys |
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| Sometimes a web page already has the answers your customers are looking for. The agent can automatically direct the customer's browser to a specific URL. |
| Push Phrase Hotkeys |
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| Customizable phrases allow frequent questions to be answered quickly and easily by agents. |
Auto-Greetings
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| When calls are accepted, programmable greetings respond immediately to welcome customer inquiries. |
| Chat History for Customer |
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| Customers have the option of having the conversation log sent to them via e-mail. This is useful when customers receive a set of instructions from the agent to follow. |
| Return Visitor Recognition |
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| When customers connect with a chat, their network IP addresses are recorded. When customers return, their presence is detected and prior chat histories can be instantly accessed. |
Operator-Operator Chat
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| Communicate with other operators within your organization via a private chat room. Accessible only by your personnel, this channel is useful to exchange information and communicate with employees who are in seperate departments and/or remote offices. When operators logon, they are automatically loaded into the operator chat room. |
| Page Tagging |
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| Rename URLs found in the Live Site Monitor to easily identify complex web site addresses. For example, "http://www.yoursite.com" can be tagged as "Home". |
| Away Mode |
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| When you are on break, or away from your computer, you can leave AliveChat on away mode which will prevent visitors from chatting with you. You can still monitor traffic, receive chat transfers, and request proactive chats while in away mode. |
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AliveChat LITE |
AliveChat PRO |
AliveChat PRO+ |
| Administrator Rights |
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| Assign rights to Operators which allow them to run reports and configure the call center. |
| Proactive Pop-Up Invitation Report |
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| See the effectiveness of your Proactive Pop-Ups by viewing Reject, Accept, and Abandonment rates. |
| Visitor Recorder |
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| This new tool allows you to record all your visitors that reach your web site so that you can analyze them at a later time. View their IP, country, city, browser settings, pages browsed, exit page, and duration on your web site. With this valuable information, you can improve the usability of your web site, and monitor how well your Pay Per Click (PPC) campaigns are working. |
| Site Traffic Monitor + 3rd Party Chat |
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| An administrator (a user in addition to your 2 operator licenses) can monitor your web site traffic in real-time. View which operators are currently online/offline/away. Also view which visitors are in the queue, chatting, or just browsing your web site. The user has the ability to engage in 3rd party chats with any existing chat sessions that are occuring. |
| Operator Performance |
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| Administrators may monitor an operator's number of calls taken, average calls per day, average response time, and average call length. |
| Chat Trend |
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| Use this tool to query average chat requests per hour. Results can be downloaded into .XLS format. |
| Return Visitor Resolution/Chat History Manager |
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| Use this tool to query chat requests to find customer requests that are solved in one chat session or multiple chat sessions. |
| Average Concurrent Chats |
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| This report allows call center administrators to guage the amount of concurrent chats over a specified time period. Results will indicate if the call center is under or over staffed, suggesting changes to increase efficiency. |
Information Capture
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| Use this tool to query chat requests to determine the amount of specific information capture requests obtained by each operator. Results will be available only if information capture input is created. |
Concurrent Chats
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| Administrators may produce reports about the number of concurrent chats amongst all operators given a specific 24-hour time period and time interval of 5-minute steps. |
| Survey Results |
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| View the results of your custom surveys completed by visitors at the end of chat. |
Support |
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AliveChat LITE |
AliveChat PRO |
AliveChat PRO+ |
| Email |
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| Live Chat |
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| Phone |
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| AliveChat Self-Help Knowledgebase |
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