Live Chat – Online Chat Channel
Adding Daktela WebChat to your website or e-shop is simple and takes just minutes.
Our design can also be customized to match your existing website theme. WebChat is an increasingly popular communication channel and should not be overlooked. Agents can handle incoming enquiries directly within the Daktela application. All communications are saved within the communication history.
BASIC FEATURES
Custom chat box design
Daktela enables you to customize your WebChat to match your website design. You can also edit all welcome texts and colors and you can choose from a wide range of predefined styles. If that is not enough, you can even make your own chat box using our developer library.
Chat reason codes
In every chat’s queue you set a chat reason code which is dictated by the outcome of the chat session. Based on this information, you can then report on the most common types and areas of questions and make conclusions based on this analysis.
Handle multiple chats
Daktela WebChat allows you to handle several different chats at a time. You can set a maximum number of concurrent chats for each agent based on their ability. You can also make or receive calls or emails during your work on WebChats if needed.
Visitor tracking
The WebChat agent can see the webpage the WebChat was initiated from in real time. In addition, it tracks all clicks and URL changes. By providing this information, it allows the responding agent to better react to any enquiry.
Chat transfers and consultation
A WebChat agent can transfer the chat to another agent or invite another Team member into their existing WebChat for consultation.
Chat transcripts
All WebChat communication transcripts are saved and are automatically added to the customers’ communication history. You can even use the benefits of full text search to find relevant information if needed.
Contact us and find out how Daktela can help you.
Decision Chatbot
To reduce the number of serviced WebChats in contact centres, Daktela also provides customers with the opportunity to use a simple decision-making Chatbot.
This Chatbot follows a pre-set decision tree, and can also retrieve some information from an external system. If this Chatbot reaches a point where it cannot continue, it passes the communication to the agent. Agents, of course, see the history of the customer’s communication with the Chatbot.
ADVANCED FUNCTIONS
Customised WebChat design
If you prefer not to use one of our pre designed style templates, we have created a Daktela WebChat developer library for website developers. Using this library, you can create a complete, custom designed WebChat template to fully reflect your website design.
WebChat reports and statistics
We provide a full range of predefined WebChat reports within the system. The views can be predefined or you can build your own customized displays using the widgets provided. The most common predefined reports we provide show the number of WebChats in various queues, SLA, WebChat length, individual agent performance, etc.
Integration with Helpdesk and CRM
As our WebChat is integrated with our CRM system and helpdesk, the agent is able to view the complete customer communication history across all channels at the beginning of the chat . The agent can assign the WebChat to any existing helpdesk ticket or create a new one. A WebChat transcript is then added to the customer’s communication history at the end of the chat.
