Akio Chat Center
Live chat management
Akio Chat Center lets you answer surfers’ questions live to increase basket conversion rate or help consumers browse your website… Human contact with a click of the mouse, without changing channel!
Integrated to Akio UIC, Akio Chat Center has the following features:
Chat in reactive and proactive mode
The instant chat tool is opened by users via a button on your website. This button is contextual: it is displayed according to your advisers’ availability.
In addition, you can set up the chat in proactive mode. This means that depending on users’ behaviour on your website, you can offer them a chat in real time.
Qualifying and routing
Before you start a conversation with a user, you ask them to fill in a web form to qualify their request and get their details. The chat request will be routed automatically by Akio’s multi-channel ACD to the right person.
Akio Chat Center offers a direct access to the multi-channel knowledge database and completion phrases. The “response codes” are also available from the chat interface to optimise the handling time and quality of your instant discussions.
One adviser may handle several conversations at the same time. Managers can limit the number of simultaneous sessions per advisor.
When the chat is over, the user can download the discussion summary or receive a copy by email.
Supervisors can access one or more conversations in progress from their supervision area. They can read or monitor conversations or intervene in real time.
With the statistics module you can monitor and control your advisers’ activities in real time. Real and deferred time. Advisers’ activities, but also queues (average waiting time, etc. abandoned chats, average conversation time, etc.). In addition, access to cold statistics (deferred time) offers detailed and customised reporting on your chat activity’s performance in a multi-channel context.
- Possible integration into the company’s Information System
- Direct access to the contact’s multi-channel customer file
- Opening up to secure cobrowsing and assisted navigation
- Developed with assistance from EDF R&D in 2006
- Possibility of transferring into other Akio UIC media with history
In sales with Akio Chat Centernoted at Viapresse
Incoming emails receivedPer order, noted at Viapresse
Akio Smart Router