AJAX Based Rich User Interface
SupportSuite comes with rich AJAX Based (Technology pioneered
by Google and used in GMail, Google Maps) Interface allowing
you to work smarter and efficiently. This technology helped
in implementation of the popular Instant Response System
(IRS) that displays realtime results from knowledgebase
to your clients before they submit their issues. You can
also easily reference Knowledgebase Articles or Download
Items when replying to tickets.
Multi-Lingual & Template Based
SupportSuite is completely multi-lingual, You can
translate the Support Center, Staff & Admin Interface
and even the Windows Applications & Addons! Additionally,
The Template Groups feature allows you to create unlimited
satellite helpdesks each with different content and layout.
LoginShare (LDAP, ModernBill, vBulletin etc. Integration)
LoginShare feature allows you to easily integrate third
party applications that override the default login routine
of the Client Support Center. Your users no longer need
to remember different passwords, the entire login process
can be handled from a single database. Some popular integrations
include:
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Microsoft
Active Directory (LDAP) |
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vBulletin |
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ModernBill |
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osCommerce |
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Advanced Live Chat
Initiate chats with other operators in separate chat rooms
or invite other operators into your current room. One operator
can handle any number of chat sessions at the same time.
You can also add a personal touch to your messages and make
support experience more friendly for your customers.
Service Level Agreements (with Work Schedules &
Escalations)
Service Level Agreement feature of SupportSuite allows you
to create different set of agreements which are tied into
your work schedule that guarantee a response to your clients
within a specified time frame. You can even extend it further
and create a set of Escalation rules that make sure that
the information flows from one level of organization to
another depending on whether the SLA was met or not.
Instant Response System (IRS)
IRS or Instant Response System displays realtime results
from your knowledgebase to your clients before they submit
the tickets. Not only does it cut down heavily on your incoming
tickets, it allows your client to view relevant articles
from the knowledgebase thus reducing your work load.
Detailed Reports
SupportSuite comes with a set of detailed reports that allows
you to filter information based on date, staff, department
or client. You can find out if a given SLA was met for a
customer or what the average response has been under a given
time frame. Additionally, The Work Summary report shows
exactly when and what actions a staff member carried out
under a given time frame.
Dedicated Winapp with Realtime Monitoring
Unlike other competing products, SupportSuite has a dedicated
Windows Application which allows you to monitor your visitors
and answer chats in realtime. As the data is not fetched
via browser on a given interval you can rest assured that
you wont miss on any communication with your visitors.
Search Engine Integration
SupportSuite allows you to view which search engines your
visitor came from and also see which exact search query
they used, You can watch the result of your PPC campaigns
in realtime.
Push URL, Image, Code
SupportSuite allows you to Push URLs, Images or Highlighted
Code to your visitors. The pushed data is automatically
displayed and in case of URLs, a corresponding window is
automatically opened on the clients computer.
ViewShare Screen Sharing
ViewShare feature allows you to display your desktop to
your site visitors. You can now guide your visitors in realtime
or give a presentation without them having to install any
third party application. Helping your clients has never
been easier.
Native Operator Console
| Idle
Detection - Operator console will automatically
switch to "Away" state when your computer
remains inactive for some time. Chat button on
your website will change to "Offline" even if you forget to log out from the Operator
Console. You can define this timeout on the Options
screen in the Operator Console menu. |
Autorun
when Windows Starts - Allows you to be
available for your web site visitors as soon as
you turn your computer on. |
Minimizing
to Windows System Tray - When you don't
have ongoing chat sessions with customers, Operator
Console can be minimized to Windows System Tray
- small area in the bottom right corner of the
screen, near the clock. When your website visitors
calls, Operator Console will pop up from the System
Tray automatically, and you will be able to answer
the call. |
Sound and
Visual Alerts - Receive audible and visual
notifications when a visitor requests support,
another operator needs assistance, a new visitor
enters your site, and other events. |
Operator
Profiles - Allows you to run several
copies of the operator console, connected to different
operator profiles or accounts. This can be useful
when you have several WebCompetency accounts and
would like to support chat requests from all of
them from one computer. |
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Customization and Branding
| Customizable
Visitor Popup Messenger - Upload your
company logo and operator photo. Customize operator
greeting and system messages. |
| Customizable
Chat Button - Choose chat button for
your website from our online gallery or upload
your own image to meet your website color scheme
and style. |
| Start
Chat Form Fields - Choose what information
is collected when a visitor requests a chat, such
as his name, email, preferred department, etc.
There are several field types, including simple
text input for short text, text area for longer
messages, such as description of the customer's
problem, and drop down selectors for country and
state. |
| System
Messages Customization - Edit or translate
system messages generated by the chat server on
certain events, such as "Your request has
been directed to the Customer Support department,
please wait for our operator to answer your call". |
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