Talisma Chat Benefits

Help Customers at Their Point of Need:
Place ‘Chat Now' buttons where customers frequently visit to provide immediate assistance before, during, and following the buying process.

Improve Customer Satisfaction:
Share customer interaction histories across multiple agents and channels; dynamically close Chat when agents are unavailable, enabling high-quality, knowledgeable support and diminished wait time frustration.

Protect Sensitive Company and Customer Data:
Enhanced security features will overwrite customer’s sensitive information, such as credit card and social security numbers, from all chat transcripts. Support PCI initiatives using Talisma Chat’s chat transcript masking.

Rapidly Resolve Inquiries:
Aid customers via co-browsing functionality and leverage internal collaboration tools to share information among staff and supervisors.

Increase Agent Productivity:
Support multiple, simultaneous chats per agent with an intuitive interface; ensure accurate, consistent responses through knowledgebase integration and "canned" responses.

Drive More Online Sales:
Increase sales and reduce site abandonment by proactively engaging and guiding Web site visitors through a shopping experience or application forms. Configurable rules ensure the best prospects receive chat invitations at the most appropriate time.

Ensure Quality Service: 
Supervisors can monitor ongoing chats, "whisper" suggestions to agents, or take over sessions to provide quality service and improve training procedures