Support System-Live Web Chat & Client Desk & Ticket Help Desk

Support System-Live Web Chat & Client Desk & Ticket Help Desk is a software that provides online customer support features, including live chat, client desk, and ticket help desk. Here are the details of each feature of this software:

1. Live Web Chat
– Live chat: Provides a tool for support staff to chat directly with customers on the website. This helps to resolve customer questions and issues immediately.
– Chat management: Stores and manages chat history for easy reference and tracking.
– Integrated chatbot: Can be integrated with chatbot to automatically answer frequently asked questions, reducing the workload for support staff.

– User Interface: Easy-to-use interface, compatible with multiple devices, including desktop and mobile.
– Notifications: The system can send notifications to customers and support staff when there is a new message or when a conversation requires attention.

2. Client Desk
– Customer Profile: Stores detailed information about customers, including interaction history, transactions, and contact information.
– Request Management: Allows customers to submit support requests through a simple and convenient interface.
– Authorization: Manage support staff’s access to requests or customer information, ensuring security and privacy.
– Reporting and analytics: Provides detailed reports on support activities, including number of requests, processing time, and customer satisfaction.

3. Ticket Help Desk
– Support ticket management: Each customer support request is created as a “ticket”, making it easy to track and process.

– Automatic classification: The system can automatically classify tickets by priority, problem type, and assign them to the appropriate staff.

– Progress tracking: Staff and customers can track the progress of ticket processing through the system.

– Feedback mechanism: Customers can leave feedback after the request is processed, helping to improve service quality.
– Process History: Stores details of every ticket-related action, from creation to completion, aiding in auditing and review.

Integration and Extensibility
– APIs and Integrations: The software often supports integration with other CRM systems, project management tools, or marketing platforms via APIs.

– Customization: Users can customize the interface, workflows, and email templates or automated messages according to the specific needs of the business.

Security and Compliance
– Data Security: The system applies advanced security measures to protect customer data and information exchanged.

– Regulatory Compliance: The software often complies with security and data protection regulations such as GDPR or CCPA.