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HelpOnClick is a relatively new and modern company offering live chat support software that can easily be integrated into your website. By coming late to the game, the company have managed to take lots of the best features of other services and bring them together into one shiny new and easy to use solution. The service is continually evolving and so some features, such as mobile operator clients, aren't available yet, but are promised very soon. However, HelpOnClick is still worth a look if you are in the market for a cost effective live chat solution.
Getting set up with a HelpOnClick account couldn't be easier and we were up and running in minutes. To install the software all you need to do is copy and paste a few lines of code into the pages of your website. Everything else is taken care of by HelpOnClick's powerful and reliable back-end servers. Visitors to your site will then see a small popup that allows them to communicate with your operators or leave a message if no one is around. The interface the user sees is completely customizable using the easy to use admin panel so you can match it to your company colours and make it fit in with the rest of your site.
The best way for operators to handle calls is for them to log into the web-based operator client to see who is visiting your site. A desktop client is also available with the Deluxe package, but we actually found that the web-based version is easier to use and provides more features. You can track visitors in real time and see where they are visiting from and which page they are viewing, then select one to invite them to chat. Invitations can also be issued automatically by defining rules, such as when someone has spent more than 5 minutes on your site, which is a great way to ensure you never miss a potential sale.
HelpOnClick offers a wide range of other features to help you ensure that you provide the best possible customer service and make operators' jobs as easy as possible. For example, operators can use canned responses to answer common questions to free up their time to deal with more specific queries. They can also see the full chat history of a returning user so can pick up a conversation where they left off or get an idea of the previous problems someone has had. From a sales point of view the feature which lets you see what a user is typing before they hit send is very useful. It gives you an idea of what the customer is thinking and lets you tailor your response appropriately.
HelpOnClick is a well designed product and would be useful in a variety of different situations. One slight complaint we have is that their packages are restricted for use on a set number of websites whereas other services can often be used across an unlimited number. However, prices are quite reasonable so we won't complain too hard! Check out HelpOnClick's website for a demo of how the software works and we are sure you will be as impressed as we were.
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