Benefits of Web Based Live Help

• Increased Efficiency: Your sales people and support staff can handle multiple customers with greater ease and efficiency than with a phone, which results in increased productivity and reduced staff cost.
• Decreased Cost: Since your customers are contacting you through the Internet, there is no long-distance phone charge for either party.
• Instant Communication: Unlike email based support, the interaction occurs in real time between the operator and the customer, so it can not get lost or delayed. This will lead to more sales and greater customer satisfaction.
• Saves Time: Unlike phone support, the customers can continue to work on their computer while waiting in line for the next available operator. This is more efficient for both parties.
• Keep Session Records: Both the customers and the operator can save and print the live help transcripts for future references.
• Team Based Support: Better Collaboration among team members is possible through Akeni Help Desk Assistant since operators can "invite" another operator or a supervisor to join a live help session whenever they need assistance from another team member to answer a question. This feature also allows one operator to transfer a support session to another operator.
• Knowledge Base: You can build a searchable knowledge base using the system's built in database capabilities.
• Visitor Tracking: You can monitor and track visitors to your web site in real time. You can see their IP address, the page they are currently on, where they came from, how many pages they have visited, the amount of time spent on your web site, and more, all in real time.
• Canned Replies: You can prepare "quick phrases", which are canned replies to commonly asked questions. This way you don't need to re-type them which saves time. Operators can also perform "URL push" to direct visitor to the web pages that contains the information they are seeking.