Parker Software today announces a major upgrade to WhosOn, its live chat and visitor analytics software that marks the next evolution of online customer communications.
WhosOn
now features intelligent response, a response enhancement tool that
works automatically in the background to detect and interpret keywords
and actions in real time as an agent chats with a customer. Designed to
improve efficiency, speed and reduce staff training costs, it represents
a significant step forwards for existing users of live chat and an even
easier route to entry for new businesses.
“Intelligent response
is a game changing feature in live chat solutions, allowing agents to
choose from specific responses based on customer interaction. This can
significantly reduce resolution times, increase success rate and
customer satisfaction”, said Howard Williams, Marketing Director at
Parker Software. “It’s the result of detailed research into making live
chat more streamlined and easy to use, regardless of the capabilities or
experience of the operator.”
Intelligent response is available
now in the new version 15.2 of WhosOn, which also includes detailed
analytics and reports for effective customer engagement, marketing and
management and a number of additional new features. These include a
fully customisable streamlined agent view for improved management of
high customer volumes, support for the Apple OS for local installs and a
number of visual and functional improvements such as inline chat for
smooth page navigation, as well as a range of new designs and themes.
“Live
chat solutions need to be as flexible and efficient as possible to help
leave the customer with the best possible experience, and the agent in
the best position to provide it”, Howard continued. “The range of new
features and improvements to WhosOn will make it easier than ever for
both small and large scale operations to achieve this goal.”
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