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ABSTRACT:
InstantService, the premier provider of online customer communication solutions for sales and customer support, will unveil the latest version of its integrated chat, email management and self-help service over the weekend. InstantService 4.0 includes new features and improvements to optimize the efficiency of online customer management and agent performance to cut costs and increase sales conversions.
The new release includes:
- Improved monitoring in the Agent Console allows administrators to oversee and view the details of all active Chat and Mail sessions
- New agent Mail Sent Tab in the Agent Console provides agents immediate access to their Mail sessions over the past 24 hours
- Optional categorization reminder at the conclusion of Chat and Mail sessions promotes proper classification of incidents
- Notes can now be added to Mail sessions and viewed at any time during the incident
- Improved Mail Routing directs incoming messages to Agents based on incident number, facilitating faster responses and resolutions
- Options to set Hours of Operation and Chat Queue Availability based on the day of the week
- New Customer Chat Client automatically fails-over to HTML technology from both the Java and ActiveX versions, ensuring functionality on all computers
- Additional Agent-based permissions providing only functionality that is needed
- New alert broadcasting allowing important messages to reach select Agents at once
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