ChatAxis Features

ChatAxis comes loaded with features that makes chatting an exhilarating experience. A few of the features are listed below:

User Friendly Forms

Customizable initial chat screen
The initial chat screen wherein the visitor enters their details before they commence the chat is customizable to suit your business solution.

Popup chat window
The chat window for both the operator and the visitor pops up everytime a new message has been delivered. This occurs even if the chat window has been minimized on the screen.

Conference chats
An operator can invite one or more operators into a chat. This helps in sharing of information or when an operator requires assistance during a chat with a visitor, they can invite the other operator into the conversation.

Status of various chats
Easily recognisable icons have been used to denote chats at various stages. This helps an operator who may be in multiple chats to recognise the status of each of their chats. For e.g. an operator would know based on the icon displayed whether a customer has sent a message.

Advanced Features

History of chats
Now operators can distinguish between return visitors or a new one when they engage in a chat and obtain previously held chat records. Thus a visitor's chats can be reviewed by all operators and any past pending queries can be addressed.

Collaboration of chats
The ability to convert a chat into a trouble ticket by an operator has been added here as another important feature of this application. In case an operator cannot resolve an issue or provide an answer to a query of particular visitor, they can now edit out the chat with the visitor and convert it into a ticket. This saves on time as there is no need to create a ticket and again key in the same information all over again thus freeing up precious time of an operator.

Visitor footprints
A list of all the pages and the duration spent on each page that the visitor has visited on your site can be viewed. Since tracking of the visitors on various pages help in evaluating online marketing strategies, it proves to be an importatnt tool in improving online businesses.

Monitoring of visitors on the website
The operators can track the page a visitor is on and also send them a chat invite. In addition to this, your operators can gather additional information on the visitors such as from which other website's reference page did they reach your site, IP address of the visitor, browser information and the page they are currently on.

Other Features

A complete documentation of the chat
A complete transcript of the chat that has taken place between a visitor and an operator(s) is sent to the email address of the administrator and also to all the operators for future references. Even visitors also can have a copy of their chat transcripts. This helps in saving time as the visitors need not go over the entire previous conversation with an operator again when they revisit the website as previous documentation is available for reference.

Offline messages collection
When no operator is online, the visitor can send his query by means of an email and this can be directed to an email address for your collection. Thus operators can reply to these messages at their leisure thus ensuring that support is available at all times.

Send canned responses.
A set of pre-defined content can be used to help cut down typing time. You can store commonly used messages and quickly send them across to your visitors during support and save on typing time. This helps in improving your productivity and support by immediately providing the answers your visitors need. These canned responses can be accessed by all the operators within a department or across all departments based on your administrative requirements.

Send attached files, links
Both the visitors and the operators can send attachments and links in the chat windows to each other during a chat. This helps in reducing typing time and improves overall productivity.

Sound alerts
Sound alerts are provided on the operator side to aid them in answering queries more efficiently. Sound alerts are provided at various instances such as whenever a visitor lands on the website the first time, whenever a message has been typed and sent to an operator, when a visitor pings an operator, when a visitor wants to initiate a chat etc.

No limit of operators and departments
There are no limits to the amount of operators or departments that can be created in this application.

Post chat surveys
A post chat survey is included with every chat. Based on the visitor's discretion to fill out the survey, the details are attached to every chat transcript. This enables you to gauge your operators' performances.

Chatting with specialized personnel
You can configure the application department wise. If a website visitor wants to chat with a support personnel of a particular department, they can do so by selecting the department in the initial chat page. In the initial chat page, a list of departments whose operators are available for a chat can be displayed.

Mail Messages Configuration
Another feature of ChatAxis is the mail message configuration aspect in this product. All mail messages can be standardized and maintained in the application. For eg: The administrator can setup the mail message that is to be sent to the customer on submission of a ticket. Like wise different templates for mail can be created by the administrator addressing different functionalities for which mail need to be sent. Also the mail format can be switched between text and html format.

Operator acceptance of a call
All operators will receive every call that comes in whether they are busy or not. It is the operator's choice to accept or reject a call.