Release date: 15th September 2015

Feature Enhancements:

  • set ip info for visitorIP INFO CONTACT DATABASE:

Grow your own website visitor database. Edit and export web visitor information to CSV or import into your sales CRM. This new feature in Promptchat adds ability to record website visitor information (Name, Company, Email, Phone, Website information) for each visitor and identify same website visitor during future browsing sessions. Account owners can receive website visitor information in daily reports.(ie: company’s sales people can receive every morning a list of who has been to the website the day before together with their company info and the number of previous website visit sessions.)


  • INTEGRATED SALES LEAD MANAGER: lead managerCreate a calendar based Todo task direct from an ongoing live chat session with your website visitor. Assign this Todo task to a specific Project and the responsible operator who receives an email notification of the newly created Todo task. Todo tasks contain the web visitor contact information and the chat transcript in addition to the actual follow-up instructions. Integrate this information with your sales CRM.

 

  • RECORD AUDIO MESSAGE FOR VISITOR: Industry first! 

For the first time in the live chat software send audio via chatboxindustry, Promptchat introduce audio messages in live chat sessions. There are many benefits in sending audio messages through the chatbox as opposed to typing. Save time and be more effective by tapping the microphone icon and record your message before sending it over to the visitor. Increase online conversions by greeting your visitor(s) with a personalized audio message during their browsing sessions.


 

  • OPERATOR or GROUP ASSIGNMENT TO SPECIFIC CHATBOX(ES)add chat operator

You can now assign a preferred chat operator to specific chatbox(es),whether that be a chatbox that is dedicated to a language pattern or displayed on a sales page and you want the sales group to answer these incoming chat requests.

groupchatShould any of the preferred operators be unavailable to answer these chat requests the other available operators on the account may still pick up the chat request however they are to receive a visually different alert of such chat request(s). For instance you can create a “sales chatbox” and place this on the sales webpages and prepare a support chatbox to be displayed on the support pages of your website. Assign the preferred operators or Operator Group to each chatbox.


 

  • DETAILED CHAT OPERATOR STATISTICS:

Export statistics for each of your chat operators. For each operator you can see the following data in the report per day, week, month or year:

Number of chats Number of chats with only visitor messages
Number of real chats Number of operator messages
Visitor wait time after first message Number of visitor messages
Operator wait time after message Number of online operators
Visitor wait time after message Number of busy operators
Number of chats finished by visitor Hourly breakdown of operator activity


Using the operator reports, it is now possible to set an “idle time” for each report which helps with calculating wages of the chat operators. This is useful for Chat Center operators who pay their chat agents per the amount of time they spent in live chat conversations. For instance, you can set an idle time of 60 seconds. Should the operator not be involved in any chat sessions for more than 60 seconds that will mean that this chat operator is not working. From the report you can calculate the hours/minutes the chat operator was engaged in a live chat session per day/week/month etc…These statistics are in addition to the already available Statistical data.

chat statistics


 

  • HIPAA COMPLIANT CHAT SERVER PLUGIN:

The health insurance portability and accountability act (HIPAA) has set various guidelines, which should be adhered to by anyone who handles any electronic medical data. Promptchat now makes available HIPAA compliant live chat systems with features to meet HIPAA privacy and security laws and regulations. Contact us for more information on how you can start servicing the Medical industry with live chat.

HIPAA compliant live chathipaa chat softwareHIPAA live chat server software

 


 

  • INTRODUCTION OF THE “POWERBAR”:

Use the Powerbar to display Social Networking information, Social Sharing Buttons, Google Map to your office, Instant messaging platforms, Telephone number, Youtube, Facebook, Instagram, Bing, Twitter etc…all accessed from the footer of your website.

powerbar      settings of powerbar

Easy setup allows unlimited options and integration possibilities. See an example of Powerbar links on http://promptchat.com


 

  • “NO CHAT OPERATOR AVAILABLE” live chat offline alertRECEIVE ALERTS WHEN CHAT IS OFFLINE:

Supervisors can receive an instant email alert in case none of their chat operators are logged in to the account.

Email alert are resent every hour until a chat operator logs back into the account.

 


  • CANNED RESPONSES EXTENDED WITH KNOWLEDGEBASE STYLE FOLDER STRUCTURE

canned messages knowledgebase

Now you can build a knowledgebase of Frequently Asked Questions for your chat operators per account, per domain and even per language.

This also supports the newly introduced Audio Messaging. So You can record audio messages and categorize them in Sales/Support/Billing etc… folders.

Audio Messages can be used also as auto-invite greeting messages.Auto prediction based on operator typing remains supported and spelling check was introduced on the operator client side. (mistypes are highlighted in red colour)

 


 

CHAT CENTER NEWS

chat center

Numerous enhancements were made to the Chat Center specially for larger scale Call Centers who serve an international clientele using multiple languages and Chat operator locations.

  • Per account you can assign a particular operator(s) to groups and languages
  • Each chatbox can have a preferred group and operator language. What this means is that when a website visitor request to chat with the website owner and the preferred type of operator is available he shall see a normal incoming chat alert, however all the other “none-preferred” type of operators will see a faint style alert notifying them to only pick it up as a last resort.
  • This above feature is also available in the normal chat accounts not only Chat Center accounts however in Chat Center you can make a connection between the operator groups within the account and the Chat Center group. This way you can tell the system which account group correspond to which Chat Center group.
  • There is also account affinity for the Chat Center group which define which operators can handle which account.
  • There are 2 settings in the account affinity setup; Base and Fallback.
    • Base setting applies only if the account in question has no online operators who are allowed via their Base setting to handle the account
    • The Fallback setting applies otherwise
  • There are default Base and Fallback settings that are for all operator groups for which there were no explicit settings created. Should there be Base and Fallback settings created – these will naturally override the default ones.

 

PROMPTCHAT GOES ON iOS

live chat for iOS iphone and ipad

The Promptchat Chat client is now available for iOS iPhone and iPad platforms. White label customers can receive the iOS chat client with their branding within a matter of days. (Apple will take 10 days to approve)


 

  • 3RD PARTY SOFTWARE INTEGRATIONS SINCE THE LAST SW UPGRADE
  • FORM BUILDER PLUGIN – NOW STANDARD FEATURE

 


 

RELEASE DATE: 15TH SEPTEMBER 2015

White label customers on our hosted plan will receive the software upgrade on the 15th September 2015.

Customers with self hosted servers interested in the software upgrade contact us for a quotation.