The popularity of the Online Assistant among our clients is increasing daily. The number of requests via the Assistant keeps growing, and from the date of its launch (November, 2009) above 3000 clients' requests have been processed. Currently above 20 companies per day are contacting our technical support service via the Online Assistant.
The Online Assistant is a chat for sending emails from the website and receiving them directly in the TeamWox system. All the messages are encrypted, so any confidential information (passwords, financial data, etc.) can be transmitted via this chat - you can be sure that thе communication is absolutely safe. Moreover, this information is automatically saved in the history of your communications with a client or organization in TeamWox. Later you'll face no difficulties searching for this information and refreshing the discussion details. The Online Assistant is probably the quickest and easiest way to help your clients.
The installation of the Online Assistant is as easy as its usage. All you need to do is download ready files and locate them on your website. In case you have any difficulties, please refer to the TeamWox Help. After it is installed, your clients will be able to enter the Assistant page and send their questions.
How it works?
Your clients enters the Assistant page, fills out the form and
presses the "Enter" button. The request is then sent to TeamWox, and if
at least one responsible employee at his/her workplace, the chat
starts. The client can ask questions, your specialist can quickly help,
and the discussion archive is saved in TeamWox.
TeamWox allows to flexibly set up chat access rights for a certain
employee or group. Moreover, from the website a client can select
groups he/she would like to address a question to. For example, if
the technical problems occur, a client would like to contact the
technical support, while account problems would be addressed to
your company's financial service. This division into groups is very
useful if you have branches in different countries and a multi-lingual
website. With these functions available, a client will be addressed
directly to a necessary employee who can answer in the clients native
language.
To provide the processing of all requests, several discussions can be conducted in TeamWox and several clients can be serviced at the same time. Should you need the help of other specialists, you can invite them to the chat at any moment and help to solve the problem jointly:
The whole history of your communications is stored in TeamWox. Anytime you need, you can find the correspondence with a client and see who was talking to the client. This information can be used both for accumulating the knowledge base and for teaching your employees:
The Online Assistant is one of the most convenient ways to organize the client support. With its functions you can achieve the order in your communications with clients, can control your employees' work and can always read the history of all chats. The Online Assistant is the way to organize the servicing of your clients at a much higher level!
30 September 2009
