Call Center Live Chat Systems
Preliminary Investigation
On screen, web based chat platform for patients/customers enabling instant access to communication and an unprecedented level of support.
What is Live Chat?
Easy to Integrate Set yourself apart Customer Service is becoming a main focus for
many companies (Zappos, Amazon) Worldwide support access for patients and
agents Better tracking, statistics and metrics on
patients and agents Better service monitoring of agents Auditable Paper Trails and Chat Logs Agent Performance rating
Why Live Chat
Click Desk ◦ Allows Skype call with Invoxwidget
Live Chat Inc Live Help Now Olark Velaro Proprietary Software
The Options
ClickDesk
Chat Transcripts Custom Reports Language localization Offline support shortcut messages SSL Transfers Widget Customization Agents can respond in
mobile and IM
Answer site visitors Domains Live Chat Email Help
Desk, Voice Chat and Social Toolbar
Multiple Operators Unlimited
Departments Up to 5 Concurrent
Chats Visitor Info
ClickDesk
Live Chat
Chats Archives Customization Applications Social Media Engage your users Feedback Languages Integrations
Reports Mobile Ready E-Commerce Management Monitoring API SSL
Live Chat
Used by Pfizer
Velaro
Click-to-Chat/Click-to-Call
Fully Customizable Geo & Content
Targeting Inline/Pop-Up Chat
Windows Mobile Support Multi-Site
Engagement
Proactive Chat Invites
Social Logins Unlimited Sites
Velaro
Olark
Chat from your favorite IM client Mobile Device Support Operator Initiated Chat Incredibly Fast Email Support Conversation Transcripts International Support Visitor Details Offline Messages Infinite customization options Chat Statistics
Olark
Comparison of Services
Velaro ClickDesk Olark Live Chat Inc Click-to-Chat/Click-to-Call ClickDesk Live Chat 15 Max Operators ApplicationsClick-to-Chat IM Integration - Skype Monthly conversations Canned responsesClick-to-Call Webchat CRM & Helpdesk Integration Agent ratingSimple Quick-Start Wizard Visitor info Concurrent chats Visitor detailsPre & Post Chat Surveys Chat Transfer Phone support Multiple website supportBasic Branding & Customization Chat Conferencing Operator groups Concurrent visitors tracking 400 MaxDept & Skills Based Routing Visitor identity White label TransfersCustomizable Buttons & Chat Windows Concurrent Chats SSL Intelligent chat routingPremade Messages Proactive Chats Conversation transcripts Work schedulerPush-Page & Agent-to-Visitor File Transfer Shortcut messages Hide Olark unless an operator initiates a chat STATS AND REPORTSAdvanced Branding & Templating Chat history Pre-chat name/email survey Daily SummaryCo-Navigate Website with Visitors IM Integration - Gtalk Hide when offline Basic chat statisticsAdvanced Workflow & Queue Based Routing Livechat - Mobile Ready Hide on close Data collection via APIRemote Desktop Session Social Toolbar - Facebook Chat statistics and reports Group statisticsReporting Social Toolbar - Twitter Custom CSS On-demand reportingStandard Reporting Persistent Chats Standard Olark features ENGAGEMENTComprehensive Survey Reporting Sound Alerts Use any desktop IM client Automated greetingsMulti-Step Conversion Tracking Customization Mobile device support Personal greetingsAdvanced Contact Center Reporting Custom forms Use Google Talk Efficiency measuringThird Party Integration Chat bar Colors Google Apps for Your Domain integration SECURITYReal-Time Visitor Monitoring Language Localization Attention Grabber image 256-bit SSL secured connectionReal-time Visitor Page Navigation History Agent Picture Setup Welcome Assistant proactive chat Agents’ IP restrictionAdvanced Geo-targeting Eye catchers Operator-initiated chat CUSTOMIZATIONSearch Engine & Keyword Reporting Chat transcripts (Email) Visitor details Chat window designView Previous Chats & Survey Submissions Online/Offline Images Offline messages Pop-up/embedded chat windowAdvanced Off-line Visitor Reporting Offline form Incredibly fast email support Custom graphicsThird Party Application Integration Prechat form Customize/internationalize all text Multiple languagesTransaction Tracking Voice Chat Customize colors and themes Multi-brand customizationIntelligent Engagement 40+ Local Access Numbers Google Analytics integration MANAGEMENTProactive Chat Rules & Triggers Browser Phone Javascript API Agent rolesReal-time Alerts & Notifications Help Desk NEW GroupsAdvanced Proactive Chat Invitations Automation SupervisionCustomer Segmentation Macros INTEGRATIONSContent Targeting Transfer Ticket APISecurity & User Management Tags Social media256-bit SSL Security Canned Response NotificationsRole Based Security Import Tickets ARCHIVESIP Address Blocking Integrations, Plugins & API Chat history1 Free Administrative License API E-mail transcriptsEnterprise Security & Password Management Integrations Missed chatsUnlimited Named Accounts PluginsCustom Integration Reports & AnalyticsAutomated Data Exchange to Your Apps Custom Stats ReportDeveloper API Access Daily / Weekly / Monthly Chat ReportsExtended Desktop Integration Security and AccessSuccess Management SSL encryptionCustomer Support Access SLACustomized Training ClickDesk Customer ServiceSuccess Manager Access Phone SupportSuccess Reviews Chat Support24x7 Emergency Support Email/Ticket SupportService Level Agreement (SLA) Email/Ticket Support
Daily / Weekly / Monthly Chat ReportsSecurity and AccessSSL encryptionSLAClickDesk Customer ServicePhone SupportChat SupportEmail/Ticket Support
Contact for Price 24.99/Agent/Month $219.00/Month $59/agent/month
Can be Costly Custom Metrics Custom Platform Fully integrated within the company No outside access Privacy Guaranteed
The Decision to Develop Proprietary Software
How GSK Does It
https://livechat.gsk.com/content/Health/liveChat/live-chat-uk-hcp.html?name=Carlos%20Santos&queue=Other&product=Zinacef
How Pfizer Does It
https://www.pfizermedicalinformation.com/content/Contactus_main.aspx
https://www.merckvaccines.com/is-bin/INTERSHOP.enfinity/WFS/Merck-MerckVaccines-Site/en_US/-/USD/ContactUs-LiveWebConference?WT.svl=5
Merck & Co
Zappos.com Amazon.com GSK Mereck
Who Uses Prioprietary Software
In the US, besides Pfizer, there is no other company offering Live Chat support especially
in Product Quality
What Competitors Are Doing This?
Pros Cons
Another Avenue of Customer Service
Privacy concerns
Faster patient response time Screenshots and HIPAA concerns
One agent can chat simultaneously with many patients
Less personalable
Caters to younger demographic Caters to younger demographic
Cutting Edge Support Chats may be unintentionally ignored by agents
Faster complaint turnaround time Difficulty confirming patient information
Call volume can decrease
Avoid transfers to multiple departments
Patient can intelligent ally access all departments needed based on the query
Cost Effective to implement
Easily train current employees