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    • v3.0.1g [Stable]
    The full featured open source customer care solution

    Customers today demand instant gratification in customer service. Hold times, waiting for email responses, and online FAQs are no longer acceptable to customers today. If your customers don't get answers when they want them, you may lose them. Leads generation is becoming more and more difficult. With the national do-not-call list, telemarketers must find new avenues to advertise their products.

    WebConference LiveHelp! provides powerful communications and management tools to bring the two most important people together: you and your customer. WebConference LiveHelp! brings your support team together in one or more online groups and links them to your customers in real-time, providing powerful tools to control the success of your company.

    WebConference LiveHelp is an open source, GPL project. See the license for more information.
    The LiveHelp! Suite of tools includes:
    • Fully featured one-on-one customer service style chat
       Featuring multiple call queues, online user information tools, direct uploads, canned responses, push pages, profanity filtering, offensive user banning, and many other great features.
    • Pro-active website visitor tracking, invitation, and sales tool
       Monitor your website visitors' activity and pro-actively upsell to hot leads. Invite visitors to come chat with you about your products, or offer them hot discounts for purchasing.
    • Web history, transcripts, and searchable dynamic knowledge base
      Search for solutions based on previous transcripts. View your visitor's web history to find out what web pages they've already looked to for a solution.
    • Automated Feedback collection and reporting tool
      Automatically collect feedback from your customers when they're finished chatting with you, or after they've viewed one of your answer pages. Find out what your customers think of your support, and generate summary reports to see a 30,000 foot view of your customer experience.

    Tired of paying monthly fees to managed service providers and only getting one or two of these tools? WebConference LiveHelp! is a standalone software package putting you in control of your own customer care system, and more importantly is open source and it won't cost you a dime. WebConference LiveHelp! brings stable, easy-to-use tools to your organization with extended features most other support tools don't have.

    Benefits

    Expand your Customer Base
    (Take a brief tour of the unique Operations Console)
    Using WebConference LiveHep will enable you to provide live service to the hearing impaired, overseas or long distance customers, and other types of customers who would not normally desire to or be able to receive telephone service.

    Lower Costs
    Each support representative can usually handle 4 or more simultaneous chat sessions as opposed to one-at-a-time using voice lines. As a result, implementing our solution can help you:
  • Have fewer phone lines to pay for
  • Reduce your support overhead
  • Increase support efficiency
  • Enable you to virtualize your office cutting back on office space

    Improve Customer Service and Customer Loyalty
    With WebConference LiveHelp! and the suite of integrated tools, you can dramatically improve the quality of your customer service. Not only do you have immediate information about your customer at your fingertips, but all these tools from a single web console enabling your support representatives to assist anyone in record time. Lets talk communication. Have you ever had a customer call and tell you that the last person he spoke to told them something completely opposite? Ever wonder who to believe? Improve your customer service with WebConference LiveHelp and experience:
  • Higher efficiency = Lower hold times
  • Push web pages or images to a customer rather than having to "tell" them
  • Provide information to a customer in text form rather than having to "tell" them
  • Cut back on misunderstandings; Access to previous transcripts

    Increase Revenue
    Your website is the key selling point to the surfing community. Most people like to hop from site to site looking for the ideal partner to give their business to. Is your website impersonal or does it address any questions your visitors might have? Providing online live chat will enable potential customers to have a seamless experience on your website, get their questions answered, and do it all without there being a "disconnect" of trying to contact the right person. Your visitors don't know how to navigate through your company phone system yet, but by providing live help from your web page, you'll immediately put them in a place where they feel enabled.

    Uses

  • Offer your website visitors live chat to answer questions and earn their trust
  • Give your sales and PR people the tools to pro-actively sell to your website visitors
  • Track your online visitors and find out what products are more popular
  • Provide online customer service and increase your customer loyalty
  • Offer online technical support to your customers reducing cost and hold times
  • Provide online hotline services (crisis hotlines, contest lines, etc.)
  • Virtualize your call center and work from home or the beach
  • Minimize support resources by providing internal tech support to your other departments
  • Create a live online mall to sell direct to your customers while holding their hand
  • Provide online concierge services to your guests

    Better Compatibility

    For compatibility, WebConference LiveHelp! is not written in Java (although we welcome the submission of a Java client), but is completely web-based yet provides the same real-time non-refresh chat environment with added stability and compatibility. Our software is more compatible with web browsers and functions on more browsers than any commercial solution. Need to assist Macintosh users? Don't try this with some commercial packages. We realize that your customers shouldn't have to upgrade their browser every three months to be able to chat with you. Our solution will run on most legacy browsers using a refresh-based chat, and will take advantage of the features in newer (fourth generation and above) browsers providing a streaming, real-time chat environment.

    •  Website Content © 2005 Jonathan A. Zdziarski. All Rights Reserved.
    Reproduction prohibited without permission