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LiveAdviser
Suite, 2004
LiveAdviser's suite is infrastructure
software which provides secure and superior support
for organizations. The suite, using state of the
art technology and integration, consists of help
desk management system, ticketing system, online
live support and instant messaging. This combination
forms one of the most powerful enterprise support
systems in the market. It is a single environment
to contain your online and offline support needs.
Online
customer service chat, Help desk and ticketing system
and an Instant messenger are all integrated to form
this superior infrastructure software....
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Why
LiveAdviser Suite?
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Live
Help Desk
The software provides ultimate customer service
with ticketing system and problem...
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Online
Customers Service Chat
Handle multiple clients simultaneously, and view
clients....
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Corporate
Messenger
Real time secure text and insta....
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LiveAdviser Suite Main Features
- The
architecture of LiveAdviser, compared with other
vendors systems, differs. The system functions
of help desk, tickets generation, live support
chat, history and reports view, instant messaging,
administrative settings and all other tools are
served from one application. Information is provided
live and instantly. Also, the software is built
using state of the art enterprise standard technology
(j2ee and the java technology).
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Advisers have the ability to view clients' questions
before clients submit them; this allows advisers
to prepare more to answer clients' questions before
receiving the actual questions, resulting in a
faster response and making clients be happy with
the service provided by advisers.
- Handle
multiple clients simultaneously.
- Online
help desk (clients generate tickets online by
web access).
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Offline help desk (clients generate tickets by
phone calls, email …etc).
- Clients
have one application to interact with (very fast,
responsive, popup windows free, pre-chat comments
and chat survey).
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Clients provide pre-chat comments and a chat name.
Pre-chat comments give advisers an idea of the
clients' issues.
- The
software is designed with multiple colors, very
friendly interfaces, friendly survey that clients
can fill up to rate their chat and support experience.
Chats transcripts and tickets information are
stored together with their pre-chat comments and
the provided survey.
- The
system captures all clients who try to log into
the system when advisers are unavailable or during
the offline hours. These clients will automatically
receive a ticket number and will be offered a
form to fill. Clients can come back later (with
their ticket number) online or offline (using
a phone call) to follow up with their issues.
Also, advisers will see these tickets when they
log back to the system.
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Built in scheduling system for advisers work schedule
(set by administrators and viewed by advisers).
- The
system contains an advanced Instant Messenger
for advisers to use, which allows advisers to
have an opportunity to chat together if needed.
This tool can also be used as a conferencing tool
where multiple advisers join a discussion.
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While serving clients, advisers can send and archive
messages, if seen valuable. Archiving the message
will add a specific message to the adviser's private
canned responses so it could be used in future
chat. .
- Report
types of issues encountered.
- Report
and analyze the source of encountered issues.
- Advisers'
contact and profile management tool.
- Advisers
Productivity Report.
- Advisers'
tickets creation report (volume and status).
- Detailed
and dynamic reports are available.
- Advisers
can do dynamic search and generate reports on
tickets history using a combination of fields,
phrases and date.
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Advisers can easily retrieve chat transcript related
to a provided ticket.
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