Real-Time Live Chats
Chat with your website visitors to provide support, answer sales questions, or assist with online purchases.
Post Chat Surveys
Now you can create post chat surveys to gauge operator performance or any other type of visitor polling. Post chat surveys are configured just like our Pre-Chat surveys, with our WYSIWYG editor. Simply define your questions from list of field types and hit save! Post chat surveys are emailed to the queue administrator, as well as showing up in historical chat transcripts for retrieval at any time.
Real-Typing Indicator
Both the visitor and operator know when the other party is typing a message.
Email Signature
You can add the live chat icon to all of your outgoing emails to allow customers to instantly chat with you.
Spell Check
This feature automatically "spell checks" what the operator types before a response is sent to the customer; eliminating mistakes that are a reflection of your company.
Co-Browse
Operators can view each page that visitors are currently browsing in real-time, as well as see where they came from and so much more!
Real-time "Who's On" Monitoring
View live visitors as they browse your website. Get valuable information such as, what page they are viewing, what browser they are using, IP address/host name, visitor time on site, previous visits, previous number of chats, pages visited, virtual earth location view, screen resolution and more! Additionally, you can monitor all live chats on your website as they are occurring.
Page Details / Search Engine Keyword
View the referral page link that directed visitors to your site, every page they have visited on your site, the entry page of each visitor, the current page they are viewing and total number of pages they have visited on your site. You can even view where the visitor was referred from (such as a keyword Google ad or other website) and the keywords used to find you website.
Hidden Departments
You can setup "hidden" departments (not visible to website visitors) that can only be accessed by operators. For example, these departments are setup for accessing second or third level support and not openly available to visitors.
Auto Visitor Invite
This "pro-active" feature allows you to automate/configure a timed chat invite graphic to pop up on a specific page of your website after a designated time. This is great for inviting visitors to chat who linger on a particular page for a while.
Referrer URL / Search Keywords
See what search engine and keywords your visitors used to find your website.
Operator Initiated Chat
Operators can invite visitors to chat with a click of the mouse. When an operator invites a visitor, an invite graphic will appear on the visitor's screen.
Page Push
Operators can define a list of commonly viewed pages within the website and automatically "Push" customers to those pages.
Secure Chats
If you use a "secure" certificate, then SightMax will be secure as long as the chat is taking place on an https:// page.
Managed Chat Queues/Departments
Definable chat queues/departments (ex. Sales, Support, etc.) gives you the ability to assign individual operators to each queue/department. You may also assign a manager to oversee each group.
Real-Time Monitoring
All valuable visitor information such as, pages viewed, browser type, IP address/host name, time spent on site, number of previous visits and chats, screen resolution and more is automatically logged in the Microsoft SQL database. This information is available via built-in reporting and you have the option to extract any information needed by writing a query.
- Reporting Generation
Built-in reports are readily available. These reports consist of Keyword, Operator Activity, Visitor, Chat Details and Website Activity. All data procesed through SightMax is logged into the Microsoft SQL database, so access to all information is available to you.
- Realtime Return Visitor History
At a glance Operators can now see how many times a visitor has come to your website.
- Operator Generated Dynamic Text Invite
Operators can now send custom text invites to visitors on the site. From the operator console, simply right click on a visitor and select "Text Invite", whatever is typed into the dialog box by the operator is sent to the visitor and overlayed onto the customizable invite image. Now you can pop up messages such as "Hi Bob, welcome back, if you place your order today, we can give you 10% off, click here to take advantage of these savings!".
- Time stamps for Each Chat Segment
We have added time stamps to the operator console as well as the database for historical retrieval and auditing. Time stamps are shown down to the second time intervals.
- SmartChat On-the-Fly Auto Language Translation
With SmartChat, operators can intelligently speak the language of the visitor. Once the visitor language is identified, the operator chats in their own native language and the text sent back to the vistor will be automatically converted to the visitors native language. For example, if the visitor is chatting in French, but the operator only speaks english, the operator simply chooses "French" and everything that is typed in english gets automatically translated to French for the visitor.
