Live Help 123 is a hosted service that allows visitors to your web
site to communicate with sales people and support staff using a web browser
in real time.
If you are interested in hosting your own live help server,
please look at our Help Desk Assistant product.
The application is hosted on Akeni's own server, with us providing
the administration and support for it. You only need to
a small, easy to use client side software for the operator.
You can optionally omit the installation of the software all together by
using a web based interface through your browser.
Our standard edition is free for the
first operator, so that you can try it out and experience
the benefits of this new web based sales and customer support service.
We also offer a hosted corporate
instant messaging service
for those companies who needs a secure and reliable IM system for internal and
external communication. Akeni will manage and administer the service on
Benefits of Web Based Live Help
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.
Since your customers are contacting you through the Internet,
there is no long-distance phone charge for either party.
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.
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 Live Help 123
since operators can "invite" another operator or a supervisor to join a
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.
You can build a searchable knowledge base using Live Help 123's built in
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.
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.
What Makes Us Better
The standard edition is free for the
first operator. You can use it indefinitely provided
you follow our
Terms of Service
The web based live help window can be
customized to fit the style of your web site. The live help button
can be customzed as well. These customization are available even in the
free version of the service.
Some of our competitors require you to host and administer your
own server. We manage, administer, and provide support for you
and your customers. You don't need to hire additional IT staff
and purchase extra hardware.
The operators use a feature rich Windows application instead of a slower,
more cumbersome web based interface. This allows operators to handle
multiple visitors efficiently and easily. Message sent by the
visitor will be seen by the operator immediately without the annoying
delay inherent in web based applications.
There is also an equivalent version available for Linux.
Optional Web Based Interface:
The Corporate edition of Live Help 123 also includes a web based version
of the operator software. With it your sales representatives
can keep in touch with the customers using any computer that has
a modern web browser when they are away from the office.
All sessions are stored in a database so that one can easily recall
past conversation with a customer by searching the database using keywords.
The system is full Unicode enabled to support all languages.
The applications interface has already been translated into many languages.
You can setup the system so that visitor can choose the language they wish to use.
The operator side software can be installed in less than
five minutes. All the required software is included in a small 3.3 MB
download, and you don't need administrator privileges to
install it. Many of our competitors will require you to install
complicated systems that requires .NET, Java, Apache, IIS, MySQL, PHP, etc.
Your customers can use almost any web browser to contact you,
they won't need to install Java, Flash, or Active-X plug-ins.
Corporate IM System:
Live Help 123 is based on Akeni's powerful, full featured corporate instant
messaging core. This means that the Business and Corporate edition the
system can also be used as a secure and effective communication medium for
your entire company, eliminates the security risks associated with
public IM system such as AOL, MSN, and Yahoo.