WhosOn is an ideal live chat solution for call centres, enterprises, and public sector or other highly regulated organisations. The software is advanced in both its scale and its security, making it the optimum platform for customers who want more from chat.
WhosOn comes complete with an extensive range of configurable functionality, which minimises the need for customisation and gives customers control over their solution. Importantly, WhosOn also has flexible hosting options; supporting on-premise, cloud, or hybrid implementations to give you full choice around data storage and ownership. Plus, the software offers extensive features and integrations that make it one of the more robust solutions in the market.
Due to its advanced scope, WhosOn is a preferred platform for those at enterprise level, and for highly regulated businesses. Within that, WhosOn is first and foremost a chat tool for customer support teams. By offering specific, role-based functions for agents and managers alike, WhosOn offers a complete help desk service that enables easy support and supervision.
Beyond its core chat offering, WhosOn is also invaluable for sales and marketing teams due to the real-time analytics and visitor insights it offers. The solution comes complete with a live analytics engine that helps businesses understand their user base and its behaviour, coupled with powerful prospect detection features.
That’s not to mention the highest possible uptime guarantees, security assurance and accreditation that come with WhosOn. We offer service uptime of 99.8% across all servers, and scheduled maintenance downtime of just 1.5 hours.
In short, WhosOn is an enterprise solution with enormous capacity and exceptional security.
We work with many global contact centres in many business domains. Despite their global, multi-faceted nature, our contact centre customers are all united by a common goal: to make it easy for both existing and new customers to engage and receive the right level of information first time, every time.
WhosOn helps meet this goal. In the first instance, our software ensures that any enquiry received goes to the right agent or team. This is achieved through our dynamic routing or skills based routing features – designed for customers to receive immediate expertise and for agents to receive relevant queries.
Even with relevant chat routing, some enquiries can be made up of various questions that a single operator is unable to answer. In these instances, WhosOn allows operators to easily transfer the chat to the agent or team best equipped to handle the enquiry to the customer’s satisfaction.
In a number of call centres in which WhosOn is used, there are peaks in the number of enquiries received. These are ordinarily based around factors such as time of day, or promotions or holiday periods such as the run up to Christmas or Black Friday. For optimum service during these peak times, WhosOn offers a chat queuing feature.
Our queuing system allows operators to see – through both visual and sound alerts – how many chats are in the queue, and how long each chat has been waiting for a response. When this happens two things can take effect: the chat will automatically be transferred to the next available operator, or an operator can click on the chat manually to accept it.
A key driver for any call centre is establishing peak chat times, allowing them to staff accordingly to ensure a high level of customer satisfaction. Again, WhosOn helps drive efficiencies in this area. A well-trained live chat operator can generally handle up to six chats at any one time. Through our analytics and reporting features, a business can accurately set the number of chats that individual operators can competently handle at once. To help these busy operators handle more chats more efficiently, WhosOn also offers supporting features such as preview of text, push a page, shared links and intelligent canned responses.
In the event of customer complaints or aggravated live chat sessions, WhosOn allows operators to send an alert or ask for management assistance. The chat can then be shadowed, but importantly only the call centre can see chat shadowing within the session. This allows the operator to be coached with private or “whisper” messages, giving them the support to bring the chat to a satisfactory conclusion.
A recent development within our chat software is sentiment monitoring. Through the call centre management console, WhosOn’s sentiment analysis algorithms can alert management as soon as a chat is becoming negative, and the operator may need assistance. This feature allows a much more pro-active intervention, and thus reduces the number of escalations and complaints a call centre will have to handle.
All of this is still only scratching the service, and features for customer service teams also include real-time language translation, chat monitoring, multi-site management, ticketing and much more. For a full overview, visit: https://www.whoson.com/product/tour/
WhosOn is designed to be familiar to everyone accustomed to the Microsoft Office suite of products, offering a simple, user-friendly interface. This means that agents can operate the software intuitively, with little need for extra guidance.
However, to further enhance usability, we offer built-in dynamic help menus that highlight the purposes of buttons and functions. Our help manuals and linked videos also help to clarify any potential training gaps.
For cloud deployments, users need simply download the client and add a line of pre-written code to their websites to get up and running. For on-premises deployments, some underlying server knowledge is recommended to ensure an optimum installation.
Overall, WhosOn offers advanced features without compromising on usability. Despite its technological range, customers need not be technical to use WhosOn.
WhosOn is one of the longest standing live chat solutions in existence. We have 15 years’ experience of delivering a leading solution to enterprise customers, making us a front-runner in the live chat space. Our product is time-tested and ever enriched, and our expertise is second to none.
With thousands of enterprise clients, WhosOn is built to meet the requirements of global call centres. That means that security, revenue generation features, manager tools and ease of use are at the heart of our solution.
Leading features include, but are not limited to:
Sophisticated security:
• Installable or hardened server options available
• Configured to make PCI and GDPR compliance easy
In-depth marketing:
• Prospect detection
• Dynamic invites
• CRM integration
• Page tracking
• Campaign management
Ease of use:
• Canned responses
• Visitor detail
• Pre and post chat survey
• File transfer
• Real time chat translation
• Video chat
• Rule based and dynamic chat invites
• Office 365 integration
• Mobile support
Advanced management toolset:
• Sentiment analysis
• Advanced analytics and reporting suite
• Help desk including ticketing, knowledge base integration, co-browsing and remote desktop control
• Supervisor tools including monitoring, operator to operator chat and skills based routing
The main competitors for WhosOn are LiveChat Inc, Intercom, LivePerson, Kayako and Comm100.
The other big names in the live chat space only offer hosted editions of their software. WhosOn puts the choice back in customers’ hands, with both cloud and on-premises options available. This gives a level of chat control and security that simply is not available elsewhere.
As well as this core USP, WhosOn is the live chat solution with the market’s most powerful analytics and reporting engine. Providing extensive real-time insights as well as comprehensive, periodic reports – WhosOn is unmatched when it comes to metrics measuring. Not only do our customers get an advanced online chat service, they also get an intelligent digital reporting system that allows them to understand their client base and its behaviour.
Further, WhosOn’s CRM and IT systems integrations are particularly powerful. We offer out of the box CRM and Office 365 integration, seamlessly syncing data across key touchpoints to enrich both your customer service and your customer records. That’s not to mention our integrations with analytics and telephony systems.
Next, our live chat translation services are unparalleled – smoothly supporting over 60 languages for global service. WhosOn removes language barriers in real-time, preventing any misunderstandings or obstacles to international marketing plans.
This only scratches the surface of the range of features that come out of the box with WhosOn. The product’s technical productivities are exceptional. As well as its core live chat and analytics functionalities, WhosOn also offers extensive help desk features, a powerful management toolset and bespoke chatbot and sentiment analysis options.
It is not just the product that makes WhosOn superior: the people behind it are also uniquely helpful. Our developers have been building live chat software since 2002. Our product is built on 15 years of expertise, making us front runners in the live chat field – not just another company jumping on the bandwagon.
These factors, perhaps, are why we have such a solid retention rate of 97%. It’s worth considering that WhosOn hasn’t gained market share because of hefty investments or expensive advertising. It’s grown organically, out of quality and customer love.
In Q1 of 2018, customers can expect the launch of a lightweight, stripped back live chat edition. This slimline edition of WhosOn will be free for single users, and contains only the core features needed to chat to website visitors – without the advanced contact centre features that come built into our standard packages.
The near future will also see the launch of a new-look WhosOn – with a revamped chat client that has a fresh interface and a range of additional agent features focused on speed and support. Some of these include suggested response, inline assistance and customer mood indicators, to name just a few.
We also have a major chatbot project underway, and customers can expect to see increasingly advanced bot functionality integrated with WhosOn. Our longer-term vision is to create a cross-platform conversation engine that makes business to customer communications easier, smarter and smoother.
WhosOn offers powerful integrations across your CRM and IT systems. A sample of our key integrations include:
• Sugar CRM
• Microsoft Dynamics
• Salesforce
• Microsoft Office 365
• Twilio
• Slack
• Facebook
• Twitter
• Bing
• Google Analytics
• Google Tag Manager
• Skype
• Custom API integrations
Further information can be found on: https://www.whoson.com/features/integrations/
WhosOn pricing starts from £25 / $33 per month, per user. There are different packages available to cover cloud and on-premise editions, as well as dedicated server options. A full, up-front pricing list can be accessed here: https://www.whoson.com/pricing/
We offer a free trial period that gives users access to WhosOn for 30 days — no credit card required.
We have a dedicated in-house training team at WhosOn, who can provide a structured training plan for end users at both operator and administrator level. Trainers can meet at the customer’s convenience, either on or offsite, in person or remotely via the web.
We’re able to create custom documentation to match the customer’s training needs, as well as detailed help files for reference. Even better, we can offer full flexibility when it comes to location, language, or time zones, with multi-lingual resources available.
For a standard implementation of WhosOn, customers can download and deploy chat in a matter of minutes. This simply involves following the steps in our installation wizard and adding some pre-written code to a website.
For custom or large-scale implementations, we appoint a designated Project Manager. This Project Manager works closely with the customer to ascertain all needs, and then draws up a comprehensive project plan which highlights key contacts, milestones, and technical requirements.
We also pride ourselves on the strength and the ready availability of our technical support. We have in-house technical support specialists based within both our UK and US offices, and these specialists can be contacted 24/7/365 when required – ensuring that all levels of product issues can be handled, at all times.
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