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Hosted Live Help and Live Support Services

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 download 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 your behalf.

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 Live Help 123 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 Live Help 123'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.

What Makes Us Better

  • Free Service: The standard edition is free for the first operator. You can use it indefinitely provided you follow our Terms of Service
  • Fully Customizable: 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.
  • Hosted Solution: 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.
  • Windows Based: 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.
  • Searchable Database: All sessions are stored in a database so that one can easily recall past conversation with a customer by searching the database using keywords.
  • Multi-lingual: 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.
  • Easy Setup: 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.
  • Browser Support: 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.
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