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LIVE CHAT DOWNLOAD
To use WhosOn, you need to download the client. Installing the client will allow you to sign in to WhosOn and start chatting to website visitors from your machine. If you’re deploying WhosOn on-premises, you’ll also need to download our server installer. This will allow you to self-host WhosOn securely, and benefit from all our updates. QUESTIONING TECHNIQUES IN CUSTOMER SERVICE To many, customer service means answering questions and solving problems. As such, training typically focuses on how to answer customers in the best possible way.. But there’s an undervalued, overlooked element of service: the power of asking effective questions of your customers.. Without asking the right questions, you can’t hope to provide the best answer for each customer. WHAT IS AN INTENT-BASED CHATBOT? THE RISE OF MENTAL HEALTH CHATBOTS The rise of mental health chatbots. Way back in the 60s, one of the first-ever chatbots (known as ELIZA) ran a script known as DOCTOR. This made her respond to messages as though she were a psychotherapist. Though the technology was somewhat crude, ELIZA represented the first use of chatbots as a mental health resource. INCLUSION: THE FORGOTTEN ELEMENT OF CUSTOMER SERVICESEE MORE ONWHOSON.COM
APOLOGY STATEMENTS: HOW TO APOLOGISE TO A CUSTOMER We should have been more careful, and I’m very sorry for the issues it has caused you. 4. Gratitude. Finally, you should always end your apology by showing gratitude to the customer. Thanking the customer is a great way to turn the experience from a frustrating issue, into water under the bridge. THE CUSTOMER SERVICE BATTLE: DIGITALISATION VS THE HUMAN The human touch in customer service refers to the respect, flexibility and empathy with which customers want to be treated. Technology is efficient, but it often fails on all these subtle service fronts. Up to 40% of customers explicitly want ‘better human service’.. And implicitly, this means they want that human touch threaded across their customer service experience. 8 PROBING QUESTIONS TO USE IN CUSTOMER SERVICE This is where you ask a series of questions, getting more detailed with each one. 7. “How do you feel about Z?”. Probing questions aren’t just for finding out extra information about the problem. You can (and should) also use them to get the customer’s thoughts and feelings about the issue or solutions offered. THE DIFFERENCE BETWEEN FIRST AND SECOND LINE SUPPORT AI-INFUSED LIVE CHAT SOFTWARE AND BOT PLATFORM Advanced chat technology for enterprise businesses. Unlock opportunities with AI-infused chat technology. With WhosOn, you get the smartest live chat features available – spanning bots, advanced analytics, conversational automation, and more. All deployed in the way that suits your business.LIVE CHAT DOWNLOAD
To use WhosOn, you need to download the client. Installing the client will allow you to sign in to WhosOn and start chatting to website visitors from your machine. If you’re deploying WhosOn on-premises, you’ll also need to download our server installer. This will allow you to self-host WhosOn securely, and benefit from all our updates. QUESTIONING TECHNIQUES IN CUSTOMER SERVICE To many, customer service means answering questions and solving problems. As such, training typically focuses on how to answer customers in the best possible way.. But there’s an undervalued, overlooked element of service: the power of asking effective questions of your customers.. Without asking the right questions, you can’t hope to provide the best answer for each customer. WHAT IS AN INTENT-BASED CHATBOT? THE RISE OF MENTAL HEALTH CHATBOTS The rise of mental health chatbots. Way back in the 60s, one of the first-ever chatbots (known as ELIZA) ran a script known as DOCTOR. This made her respond to messages as though she were a psychotherapist. Though the technology was somewhat crude, ELIZA represented the first use of chatbots as a mental health resource. INCLUSION: THE FORGOTTEN ELEMENT OF CUSTOMER SERVICESEE MORE ONWHOSON.COM
APOLOGY STATEMENTS: HOW TO APOLOGISE TO A CUSTOMER We should have been more careful, and I’m very sorry for the issues it has caused you. 4. Gratitude. Finally, you should always end your apology by showing gratitude to the customer. Thanking the customer is a great way to turn the experience from a frustrating issue, into water under the bridge. THE CUSTOMER SERVICE BATTLE: DIGITALISATION VS THE HUMAN The human touch in customer service refers to the respect, flexibility and empathy with which customers want to be treated. Technology is efficient, but it often fails on all these subtle service fronts. Up to 40% of customers explicitly want ‘better human service’.. And implicitly, this means they want that human touch threaded across their customer service experience. 8 PROBING QUESTIONS TO USE IN CUSTOMER SERVICE This is where you ask a series of questions, getting more detailed with each one. 7. “How do you feel about Z?”. Probing questions aren’t just for finding out extra information about the problem. You can (and should) also use them to get the customer’s thoughts and feelings about the issue or solutions offered. THE DIFFERENCE BETWEEN FIRST AND SECOND LINE SUPPORT CHAT MOOD | LIVE CHAT FEATURES | WHOSON Discover the how Chat mood works with our live chat solution. You can discover more with the feature explorer and learn how WhosOn live chat for Websites can change the way you interact with visitors.OFFLINE MESSAGES
You can configure your offline messages to: • Remove the live chat option outside of office hours, or when no agents are available. • Adjust chat button messaging to display an “Offline” or “Leave a message” screen. • Redirect the customer to a relevant URL, such as an FAQ or product page. • Show a custom ‘busy’ message thatFILE UPLOAD
Here’s how file upload works: • Click the 'Send File' option inside the chat window. • Manually select the file you need, or start typing to see suggestions of recently sent files. • Your sent file will then appear as a link inside the chat session. • To receive a file from the visitor, click the 'Request File' option. THE HISTORY OF LIVE CHAT SOFTWARE Surprisingly, the history of live chat software dates back to the 1970s. That’s two decades before the invention of the World Wide Web. From its conception almost fifty years ago, live chat has risen and risen to the point of ubiquity. Real-time digital chat is now everywhere, infused in the way we communicate and transact business. SEVEN EMPATHY STATEMENTS FOR CUSTOMER SERVICE 1. “If I am understanding correctly”. a) clarify the customer’s meaning, and. b) ensure that you’re both on the same page. You can’t fully empathise with a customer unless you understand their problem. So, start by using empathy statements to: By using ‘I’, you personally involve yourself in the support process. CHATBOT TERMINOLOGY: A WORKING HANDBOOK A subset of AI, machine learning (ML) is the ability of a machine to learn new information and improve its output over time. As chatbot terminology, it relates specifically to machine learning chatbots. These are chatbots equipped with machine learning, that can improve their conversational ability over time. THE DIFFERENCE BETWEEN FIRST AND SECOND LINE SUPPORT The training for first line support teams focuses on general customer service skills. It covers a shallow knowledge spanning a wide range of issues, questions and procedures. Second line support training, meanwhile, consists of deeper specialised knowledge of key subjects. This might be your products or technical know-how, for example. THE MEHRABIAN MYTH, NON-VERBAL COMMUNICATION, AND LIVE Carried out by Albert Mehrabian at UCLA, it focuses on the importance of non-verbal communication when conveying emotions. The study examines the three critical tools humans use to communicate with each other, and concludes by assigning a percentage ofCHATBOTS VS IVR
This means that IVR has customers drip-feeding the key information to the system, while chatbots can receive it all in one go. Chatbots only need to find keywords in the text to know how to reply, making it far easier to talk to them. This is a distinct advantage to chatbots in the chatbots vs IVR battle. AZURE BOT VS IBM WATSON: COMPARING THE BOT TITANS Azure Bot. Azure offers a service called QnA Maker. This allows you to create a simple FAQ bot using existing data. IBM Watson. IBM Watson offers “ Watson Assistant .”. This is an end-to-end bot designer service capable of handling simple FAQ and complex conversationsalike.
AI-INFUSED LIVE CHAT SOFTWARE AND BOT PLATFORM Advanced chat technology for enterprise businesses. Unlock opportunities with AI-infused chat technology. With WhosOn, you get the smartest live chat features available – spanning bots, advanced analytics, conversational automation, and more. All deployed in the way that suits your business.LIVE CHAT DOWNLOAD
To use WhosOn, you need to download the client. Installing the client will allow you to sign in to WhosOn and start chatting to website visitors from your machine. If you’re deploying WhosOn on-premises, you’ll also need to download our server installer. This will allow you to self-host WhosOn securely, and benefit from all our updates. QUESTIONING TECHNIQUES IN CUSTOMER SERVICE To many, customer service means answering questions and solving problems. As such, training typically focuses on how to answer customers in the best possible way.. But there’s an undervalued, overlooked element of service: the power of asking effective questions of your customers.. Without asking the right questions, you can’t hope to provide the best answer for each customer.OFFLINE MESSAGES
You can configure your offline messages to: • Remove the live chat option outside of office hours, or when no agents are available. • Adjust chat button messaging to display an “Offline” or “Leave a message” screen. • Redirect the customer to a relevant URL, such as an FAQ or product page. • Show a custom ‘busy’ message that WHAT IS AN INTENT-BASED CHATBOT? INCLUSION: THE FORGOTTEN ELEMENT OF CUSTOMER SERVICESEE MORE ONWHOSON.COM
THE RISE OF MENTAL HEALTH CHATBOTS The rise of mental health chatbots. Way back in the 60s, one of the first-ever chatbots (known as ELIZA) ran a script known as DOCTOR. This made her respond to messages as though she were a psychotherapist. Though the technology was somewhat crude, ELIZA represented the first use of chatbots as a mental health resource. THE CUSTOMER SERVICE BATTLE: DIGITALISATION VS THE HUMAN The human touch in customer service refers to the respect, flexibility and empathy with which customers want to be treated. Technology is efficient, but it often fails on all these subtle service fronts. Up to 40% of customers explicitly want ‘better human service’.. And implicitly, this means they want that human touch threaded across their customer service experience. 8 PROBING QUESTIONS TO USE IN CUSTOMER SERVICE This is where you ask a series of questions, getting more detailed with each one. 7. “How do you feel about Z?”. Probing questions aren’t just for finding out extra information about the problem. You can (and should) also use them to get the customer’s thoughts and feelings about the issue or solutions offered.CHANGE PASSWORD
The following topic discusses the way a user may change their password at anytime using the WhosOn Client. Within the WhosOn Client the user at anytime may alter their password by going to File AI-INFUSED LIVE CHAT SOFTWARE AND BOT PLATFORM Advanced chat technology for enterprise businesses. Unlock opportunities with AI-infused chat technology. With WhosOn, you get the smartest live chat features available – spanning bots, advanced analytics, conversational automation, and more. All deployed in the way that suits your business.LIVE CHAT DOWNLOAD
To use WhosOn, you need to download the client. Installing the client will allow you to sign in to WhosOn and start chatting to website visitors from your machine. If you’re deploying WhosOn on-premises, you’ll also need to download our server installer. This will allow you to self-host WhosOn securely, and benefit from all our updates. QUESTIONING TECHNIQUES IN CUSTOMER SERVICE To many, customer service means answering questions and solving problems. As such, training typically focuses on how to answer customers in the best possible way.. But there’s an undervalued, overlooked element of service: the power of asking effective questions of your customers.. Without asking the right questions, you can’t hope to provide the best answer for each customer.OFFLINE MESSAGES
You can configure your offline messages to: • Remove the live chat option outside of office hours, or when no agents are available. • Adjust chat button messaging to display an “Offline” or “Leave a message” screen. • Redirect the customer to a relevant URL, such as an FAQ or product page. • Show a custom ‘busy’ message that WHAT IS AN INTENT-BASED CHATBOT? INCLUSION: THE FORGOTTEN ELEMENT OF CUSTOMER SERVICESEE MORE ONWHOSON.COM
THE RISE OF MENTAL HEALTH CHATBOTS The rise of mental health chatbots. Way back in the 60s, one of the first-ever chatbots (known as ELIZA) ran a script known as DOCTOR. This made her respond to messages as though she were a psychotherapist. Though the technology was somewhat crude, ELIZA represented the first use of chatbots as a mental health resource. THE CUSTOMER SERVICE BATTLE: DIGITALISATION VS THE HUMAN The human touch in customer service refers to the respect, flexibility and empathy with which customers want to be treated. Technology is efficient, but it often fails on all these subtle service fronts. Up to 40% of customers explicitly want ‘better human service’.. And implicitly, this means they want that human touch threaded across their customer service experience. 8 PROBING QUESTIONS TO USE IN CUSTOMER SERVICE This is where you ask a series of questions, getting more detailed with each one. 7. “How do you feel about Z?”. Probing questions aren’t just for finding out extra information about the problem. You can (and should) also use them to get the customer’s thoughts and feelings about the issue or solutions offered.CHANGE PASSWORD
The following topic discusses the way a user may change their password at anytime using the WhosOn Client. Within the WhosOn Client the user at anytime may alter their password by going to File IN-CHAT PAYMENTS: A FEATURE DIVE 94% of customers now make payments online. From PayPal alone – just one of many possible checkout services – that translates into $8000 in payments processed every single second. THE HISTORY OF LIVE CHAT SOFTWARE Surprisingly, the history of live chat software dates back to the 1970s. That’s two decades before the invention of the World Wide Web. From its conception almost fifty years ago, live chat has risen and risen to the point of ubiquity. Real-time digital chat is now everywhere, infused in the way we communicate and transact business.PAYMENTS ARCHIVES
First impressions are important. But saying goodbye is the final impression you make in a conversation, and it matters just 8 PROBING QUESTIONS TO USE IN CUSTOMER SERVICE This is where you ask a series of questions, getting more detailed with each one. 7. “How do you feel about Z?”. Probing questions aren’t just for finding out extra information about the problem. You can (and should) also use them to get the customer’s thoughts and feelings about the issue or solutions offered. THE MEHRABIAN MYTH, NON-VERBAL COMMUNICATION, AND LIVE Carried out by Albert Mehrabian at UCLA, it focuses on the importance of non-verbal communication when conveying emotions. The study examines the three critical tools humans use to communicate with each other, and concludes by assigning a percentage of THE EVOLUTION OF CUSTOMER SERVICE TECHNOLOGY The emergence of the world wide web was the biggest game changer since the telephone. It meant that customers no longer had to rely on physical visits or disruptive calls to find out more about a business, and could shop from the comfort of their own sofas. CHATBOT TERMINOLOGY: A WORKING HANDBOOK A subset of AI, machine learning (ML) is the ability of a machine to learn new information and improve its output over time. As chatbot terminology, it relates specifically to machine learning chatbots. These are chatbots equipped with machine learning, that can improve their conversational ability over time. PHARMA CHATBOTS: THE PROS AND THE CONS A network of rules powers most chatbot conversations. (If the user says this, then you say that.) However, as artificial intelligence (AI) continues to branch out into various fields and technologies, chatbots are also becoming increasingly ‘intelligent’.CHATBOTS VS IVR
This means that IVR has customers drip-feeding the key information to the system, while chatbots can receive it all in one go. Chatbots only need to find keywords in the text to know how to reply, making it far easier to talk to them. This is a distinct advantage to chatbots in the chatbots vs IVR battle.CHANGE PASSWORD
The following topic discusses the way a user may change their password at anytime using the WhosOn Client. Within the WhosOn Client the user at anytime may alter their password by going to File -> ChangePassword.
AI-INFUSED LIVE CHAT SOFTWARE AND BOT PLATFORM Advanced chat technology for enterprise businesses. Unlock opportunities with AI-infused chat technology. With WhosOn, you get the smartest live chat features available – spanning bots, advanced analytics, conversational automation, and more. All deployed in the way that suits your business.LIVE CHAT DOWNLOAD
To use WhosOn, you need to download the client. Installing the client will allow you to sign in to WhosOn and start chatting to website visitors from your machine. If you’re deploying WhosOn on-premises, you’ll also need to download our server installer. This will allow you to self-host WhosOn securely, and benefit from all our updates. QUESTIONING TECHNIQUES IN CUSTOMER SERVICE To many, customer service means answering questions and solving problems. As such, training typically focuses on how to answer customers in the best possible way.. But there’s an undervalued, overlooked element of service: the power of asking effective questions of your customers.. Without asking the right questions, you can’t hope to provide the best answer for each customer.OFFLINE MESSAGES
You can configure your offline messages to: • Remove the live chat option outside of office hours, or when no agents are available. • Adjust chat button messaging to display an “Offline” or “Leave a message” screen. • Redirect the customer to a relevant URL, such as an FAQ or product page. • Show a custom ‘busy’ message that WHAT IS AN INTENT-BASED CHATBOT? INCLUSION: THE FORGOTTEN ELEMENT OF CUSTOMER SERVICESEE MORE ONWHOSON.COM
THE RISE OF MENTAL HEALTH CHATBOTS The rise of mental health chatbots. Way back in the 60s, one of the first-ever chatbots (known as ELIZA) ran a script known as DOCTOR. This made her respond to messages as though she were a psychotherapist. Though the technology was somewhat crude, ELIZA represented the first use of chatbots as a mental health resource. THE CUSTOMER SERVICE BATTLE: DIGITALISATION VS THE HUMAN The human touch in customer service refers to the respect, flexibility and empathy with which customers want to be treated. Technology is efficient, but it often fails on all these subtle service fronts. Up to 40% of customers explicitly want ‘better human service’.. And implicitly, this means they want that human touch threaded across their customer service experience. 8 PROBING QUESTIONS TO USE IN CUSTOMER SERVICE This is where you ask a series of questions, getting more detailed with each one. 7. “How do you feel about Z?”. Probing questions aren’t just for finding out extra information about the problem. You can (and should) also use them to get the customer’s thoughts and feelings about the issue or solutions offered.CHANGE PASSWORD
The following topic discusses the way a user may change their password at anytime using the WhosOn Client. Within the WhosOn Client the user at anytime may alter their password by going to File AI-INFUSED LIVE CHAT SOFTWARE AND BOT PLATFORM Advanced chat technology for enterprise businesses. Unlock opportunities with AI-infused chat technology. With WhosOn, you get the smartest live chat features available – spanning bots, advanced analytics, conversational automation, and more. All deployed in the way that suits your business.LIVE CHAT DOWNLOAD
To use WhosOn, you need to download the client. Installing the client will allow you to sign in to WhosOn and start chatting to website visitors from your machine. If you’re deploying WhosOn on-premises, you’ll also need to download our server installer. This will allow you to self-host WhosOn securely, and benefit from all our updates. QUESTIONING TECHNIQUES IN CUSTOMER SERVICE To many, customer service means answering questions and solving problems. As such, training typically focuses on how to answer customers in the best possible way.. But there’s an undervalued, overlooked element of service: the power of asking effective questions of your customers.. Without asking the right questions, you can’t hope to provide the best answer for each customer.OFFLINE MESSAGES
You can configure your offline messages to: • Remove the live chat option outside of office hours, or when no agents are available. • Adjust chat button messaging to display an “Offline” or “Leave a message” screen. • Redirect the customer to a relevant URL, such as an FAQ or product page. • Show a custom ‘busy’ message that WHAT IS AN INTENT-BASED CHATBOT? INCLUSION: THE FORGOTTEN ELEMENT OF CUSTOMER SERVICESEE MORE ONWHOSON.COM
THE RISE OF MENTAL HEALTH CHATBOTS The rise of mental health chatbots. Way back in the 60s, one of the first-ever chatbots (known as ELIZA) ran a script known as DOCTOR. This made her respond to messages as though she were a psychotherapist. Though the technology was somewhat crude, ELIZA represented the first use of chatbots as a mental health resource. THE CUSTOMER SERVICE BATTLE: DIGITALISATION VS THE HUMAN The human touch in customer service refers to the respect, flexibility and empathy with which customers want to be treated. Technology is efficient, but it often fails on all these subtle service fronts. Up to 40% of customers explicitly want ‘better human service’.. And implicitly, this means they want that human touch threaded across their customer service experience. 8 PROBING QUESTIONS TO USE IN CUSTOMER SERVICE This is where you ask a series of questions, getting more detailed with each one. 7. “How do you feel about Z?”. Probing questions aren’t just for finding out extra information about the problem. You can (and should) also use them to get the customer’s thoughts and feelings about the issue or solutions offered.CHANGE PASSWORD
The following topic discusses the way a user may change their password at anytime using the WhosOn Client. Within the WhosOn Client the user at anytime may alter their password by going to File IN-CHAT PAYMENTS: A FEATURE DIVE 94% of customers now make payments online. From PayPal alone – just one of many possible checkout services – that translates into $8000 in payments processed every single second.PAYMENTS ARCHIVES
First impressions are important. But saying goodbye is the final impression you make in a conversation, and it matters just A GUIDE TO TONE-MATCHING IN LIVE CHAT INTERACTIONS Matching the tone of your customer is a way to establish the human touch in your service. It subtly displays your empathy because you’re identifying and responding to the customer’s mood through language use. This empathy makes sure the customer feels listened to. Tone-matching in live chat can also aid understanding. THE HISTORY OF LIVE CHAT SOFTWARE Surprisingly, the history of live chat software dates back to the 1970s. That’s two decades before the invention of the World Wide Web. From its conception almost fifty years ago, live chat has risen and risen to the point of ubiquity. Real-time digital chat is now everywhere, infused in the way we communicate and transact business. WHICH CHAT KPIS SHOULD YOU MONITOR? Finally, you should monitor the chat KPIs that surround the customer’s experience and impression. These metrics give you an idea of the quality of service that your agents offer. Capable, empathetic agents will make for happy, satisfied customers. 8. Sentiment scores.People will
PHARMA CHATBOTS: THE PROS AND THE CONS A network of rules powers most chatbot conversations. (If the user says this, then you say that.) However, as artificial intelligence (AI) continues to branch out into various fields and technologies, chatbots are also becoming increasingly ‘intelligent’. THE MEHRABIAN MYTH, NON-VERBAL COMMUNICATION, AND LIVE Carried out by Albert Mehrabian at UCLA, it focuses on the importance of non-verbal communication when conveying emotions. The study examines the three critical tools humans use to communicate with each other, and concludes by assigning a percentage of CHATBOT TERMINOLOGY: A WORKING HANDBOOK A subset of AI, machine learning (ML) is the ability of a machine to learn new information and improve its output over time. As chatbot terminology, it relates specifically to machine learning chatbots. These are chatbots equipped with machine learning, that can improve their conversational ability over time. THE EVOLUTION OF CUSTOMER SERVICE TECHNOLOGY The emergence of the world wide web was the biggest game changer since the telephone. It meant that customers no longer had to rely on physical visits or disruptive calls to find out more about a business, and could shop from the comfort of their own sofas.CHANGE PASSWORD
The following topic discusses the way a user may change their password at anytime using the WhosOn Client. Within the WhosOn Client the user at anytime may alter their password by going to File -> ChangePassword.
AI-INFUSED LIVE CHAT SOFTWARE AND BOT PLATFORM Advanced chat technology for enterprise businesses. Unlock opportunities with AI-infused chat technology. With WhosOn, you get the smartest live chat features available – spanning bots, advanced analytics, conversational automation, and more. All deployed in the way that suits your business.LIVE CHAT DOWNLOAD
To use WhosOn, you need to download the client. Installing the client will allow you to sign in to WhosOn and start chatting to website visitors from your machine. If you’re deploying WhosOn on-premises, you’ll also need to download our server installer. This will allow you to self-host WhosOn securely, and benefit from all our updates. QUESTIONING TECHNIQUES IN CUSTOMER SERVICE To many, customer service means answering questions and solving problems. As such, training typically focuses on how to answer customers in the best possible way.. But there’s an undervalued, overlooked element of service: the power of asking effective questions of your customers.. Without asking the right questions, you can’t hope to provide the best answer for each customer.FILE UPLOAD
Here’s how file upload works: • Click the 'Send File' option inside the chat window. • Manually select the file you need, or start typing to see suggestions of recently sent files. • Your sent file will then appear as a link inside the chat session. • To receive a file from the visitor, click the 'Request File' option. THE HISTORY OF LIVE CHAT SOFTWARE WHAT IS AN INTENT-BASED CHATBOT? 8 PROBING QUESTIONS TO USE IN CUSTOMER SERVICE This is where you ask a series of questions, getting more detailed with each one. 7. “How do you feel about Z?”. Probing questions aren’t just for finding out extra information about the problem. You can (and should) also use them to get the customer’s thoughts and feelings about the issue or solutions offered. INCLUSION: THE FORGOTTEN ELEMENT OF CUSTOMER SERVICESEE MORE ONWHOSON.COM
A BEST PRACTICE GUIDE TO MANAGING CONCURRENT CHAT The best practice is to base this decision on two key factors: – The skill level and experience of the agent. – The complexity of the queries they handle. For instance, agents with more experience or higher training may be comfortable taking three or more chats at a time. Meanwhile, a new-to-the-job agent may struggle to handle morethan
THE DIFFERENCE BETWEEN FIRST AND SECOND LINE SUPPORT AI-INFUSED LIVE CHAT SOFTWARE AND BOT PLATFORM Advanced chat technology for enterprise businesses. Unlock opportunities with AI-infused chat technology. With WhosOn, you get the smartest live chat features available – spanning bots, advanced analytics, conversational automation, and more. All deployed in the way that suits your business.LIVE CHAT DOWNLOAD
To use WhosOn, you need to download the client. Installing the client will allow you to sign in to WhosOn and start chatting to website visitors from your machine. If you’re deploying WhosOn on-premises, you’ll also need to download our server installer. This will allow you to self-host WhosOn securely, and benefit from all our updates. QUESTIONING TECHNIQUES IN CUSTOMER SERVICE To many, customer service means answering questions and solving problems. As such, training typically focuses on how to answer customers in the best possible way.. But there’s an undervalued, overlooked element of service: the power of asking effective questions of your customers.. Without asking the right questions, you can’t hope to provide the best answer for each customer.FILE UPLOAD
Here’s how file upload works: • Click the 'Send File' option inside the chat window. • Manually select the file you need, or start typing to see suggestions of recently sent files. • Your sent file will then appear as a link inside the chat session. • To receive a file from the visitor, click the 'Request File' option. THE HISTORY OF LIVE CHAT SOFTWARE WHAT IS AN INTENT-BASED CHATBOT? 8 PROBING QUESTIONS TO USE IN CUSTOMER SERVICE This is where you ask a series of questions, getting more detailed with each one. 7. “How do you feel about Z?”. Probing questions aren’t just for finding out extra information about the problem. You can (and should) also use them to get the customer’s thoughts and feelings about the issue or solutions offered. INCLUSION: THE FORGOTTEN ELEMENT OF CUSTOMER SERVICESEE MORE ONWHOSON.COM
A BEST PRACTICE GUIDE TO MANAGING CONCURRENT CHAT The best practice is to base this decision on two key factors: – The skill level and experience of the agent. – The complexity of the queries they handle. For instance, agents with more experience or higher training may be comfortable taking three or more chats at a time. Meanwhile, a new-to-the-job agent may struggle to handle morethan
THE DIFFERENCE BETWEEN FIRST AND SECOND LINE SUPPORT HIPAA-READY LIVE CHAT SOFTWARE FOR HEALTHCARE AND Get sessions to the best-placed HCP with detailed chat routing rules. Quickly send qualifying questions inside the chat using dynamic forms. Exchange relevant documentation inside the chat window with file transfers. Pull medical information from customer records into the chat via CRM integration. Send lengthy info (side effects, dosage IN-CHAT PAYMENTS: A FEATURE DIVE 94% of customers now make payments online. From PayPal alone – just one of many possible checkout services – that translates into $8000 in payments processed every single second. CHAT MOOD | LIVE CHAT FEATURES | WHOSON Discover the how Chat mood works with our live chat solution. You can discover more with the feature explorer and learn how WhosOn live chat for Websites can change the way you interact with visitors.PAYMENTS ARCHIVES
First impressions are important. But saying goodbye is the final impression you make in a conversation, and it matters just A BEST PRACTICE GUIDE TO MANAGING CONCURRENT CHAT The best practice is to base this decision on two key factors: – The skill level and experience of the agent. – The complexity of the queries they handle. For instance, agents with more experience or higher training may be comfortable taking three or more chats at a time. Meanwhile, a new-to-the-job agent may struggle to handle morethan
10 REASONS WHY YOU NEED TO PROVIDE WEB CHAT 2. Web chat improves accessibility. For some online visitors, using a phone is too taxing. For others, the wait that accompanies email support is a major hurdle. A web chat option, meanwhile, is a low barrier option. It demonstrates that you’re easy to reach, making you more trustworthy and accessible. 3. THE RISE OF MENTAL HEALTH CHATBOTS The rise of mental health chatbots. Way back in the 60s, one of the first-ever chatbots (known as ELIZA) ran a script known as DOCTOR. This made her respond to messages as though she were a psychotherapist. Though the technology was somewhat crude, ELIZA represented the first use of chatbots as a mental health resource. THE DIFFERENCE BETWEEN FIRST AND SECOND LINE SUPPORT The training for first line support teams focuses on general customer service skills. It covers a shallow knowledge spanning a wide range of issues, questions and procedures. Second line support training, meanwhile, consists of deeper specialised knowledge of key subjects. This might be your products or technical know-how, for example. THE CUSTOMER SERVICE BATTLE: DIGITALISATION VS THE HUMAN The human touch in customer service refers to the respect, flexibility and empathy with which customers want to be treated. Technology is efficient, but it often fails on all these subtle service fronts. Up to 40% of customers explicitly want ‘better human service’.. And implicitly, this means they want that human touch threaded across their customer service experience. THE DEFINITIVE LIST OF CUSTOMER SERVICE BUZZWORDS, AND Omnichannel and multichannel are customer service buzzwords describing your methods of offering customer service. Multichannel, or ‘many channel’, is the idea that there are multiple ways for a customer to contact your business. Omnichannel is a further extension of this. It means that customers can not only contact through any means they AI-INFUSED LIVE CHAT SOFTWARE AND BOT PLATFORM Unlock opportunities with AI-infused chat technology. With WhosOn, you get the smartest live chat features available – spanning bots, advanced analytics, conversational automation, and more.LIVE CHAT DOWNLOAD
Ready to start chatting to your website visitors? Download the WhosOn live chat client onto your machine — available for both Windows andMac.
QUESTIONING TECHNIQUES IN CUSTOMER SERVICE To many, customer service means answering questions and solving problems. As such, training typically focuses on how to answer customers in the best possible way.. But there’s an undervalued, overlooked element of service: the power of asking effective questions of your customers.. Without asking the right questions, you can’t hope to provide the best answer for each customer. WHAT IS AN INTENT-BASED CHATBOT? INCLUSION: THE FORGOTTEN ELEMENT OF CUSTOMER SERVICESEE MORE ONWHOSON.COM
APOLOGY STATEMENTS: HOW TO APOLOGISE TO A CUSTOMER When you need to apologise to a customer, it’s tempting to dive straight in and get the ‘I’m sorry’ out of the way. But how can you apologise for a problem you don’t even understand?. The first of the apology statements should involve generating an understanding of THE RISE OF MENTAL HEALTH CHATBOTS Way back in the 60s, one of the first-ever chatbots (known as ELIZA) ran a script known as DOCTOR. This made her respond to messages as though she were a psychotherapist. Though the technology was somewhat crude, ELIZA represented the first use of chatbots as a mental healthresource.
THE CUSTOMER SERVICE BATTLE: DIGITALISATION VS THE HUMAN The human touch in customer service refers to the respect, flexibility and empathy with which customers want to be treated. Technology is efficient, but it often fails on all these subtle service fronts. Up to 40% of customers explicitly want ‘better human service’.. And implicitly, this means they want that human touch threaded across their customer service experience. THE DIFFERENCE BETWEEN FIRST AND SECOND LINE SUPPORT THE MEHRABIAN MYTH, NON-VERBAL COMMUNICATION, AND LIVESEE MORE ONWHOSON.COM
AI-INFUSED LIVE CHAT SOFTWARE AND BOT PLATFORM Unlock opportunities with AI-infused chat technology. With WhosOn, you get the smartest live chat features available – spanning bots, advanced analytics, conversational automation, and more.LIVE CHAT DOWNLOAD
Ready to start chatting to your website visitors? Download the WhosOn live chat client onto your machine — available for both Windows andMac.
QUESTIONING TECHNIQUES IN CUSTOMER SERVICE To many, customer service means answering questions and solving problems. As such, training typically focuses on how to answer customers in the best possible way.. But there’s an undervalued, overlooked element of service: the power of asking effective questions of your customers.. Without asking the right questions, you can’t hope to provide the best answer for each customer. WHAT IS AN INTENT-BASED CHATBOT? INCLUSION: THE FORGOTTEN ELEMENT OF CUSTOMER SERVICESEE MORE ONWHOSON.COM
APOLOGY STATEMENTS: HOW TO APOLOGISE TO A CUSTOMER When you need to apologise to a customer, it’s tempting to dive straight in and get the ‘I’m sorry’ out of the way. But how can you apologise for a problem you don’t even understand?. The first of the apology statements should involve generating an understanding of THE RISE OF MENTAL HEALTH CHATBOTS Way back in the 60s, one of the first-ever chatbots (known as ELIZA) ran a script known as DOCTOR. This made her respond to messages as though she were a psychotherapist. Though the technology was somewhat crude, ELIZA represented the first use of chatbots as a mental healthresource.
THE CUSTOMER SERVICE BATTLE: DIGITALISATION VS THE HUMAN The human touch in customer service refers to the respect, flexibility and empathy with which customers want to be treated. Technology is efficient, but it often fails on all these subtle service fronts. Up to 40% of customers explicitly want ‘better human service’.. And implicitly, this means they want that human touch threaded across their customer service experience. THE DIFFERENCE BETWEEN FIRST AND SECOND LINE SUPPORT THE MEHRABIAN MYTH, NON-VERBAL COMMUNICATION, AND LIVESEE MORE ONWHOSON.COM
LIVE CHAT FEATURES
Smart live chat software to track, chat and engage your website visitors. Check out the handy range of chat features offered byWhosOn.
CHAT DATA | WHOSON
A dedicated data portal. WhosOn is a reporting powerhouse. As part of this, you get a dedicated portal to access your chat data and all its accompanying reports and dashboards. HIPAA-READY LIVE CHAT SOFTWARE FOR HEALTHCARE AND Cloud-based compliance options. If you’d prefer a cloud deployment, WhosOn can still support HIPAA compliance. We can host WhosOn in a HIPAA-ready server with our hosting partner, Microsoft Azure, in the data centre location that suits your business. LIVE CHAT AND BOTS FOR BANKS Smart auto-text suggestions mean agents can reply without typing: Live typing previews give your agents a conversational edge: Bots, agents and customers alike can share files for a single-thread exchange: Easily continue or reengage chat conversations via email, through Office 365 integration: Intricate sentiment analysis algorithms assess customer satisfaction LIVE CHAT FOR EDUCATION Live chat for education institutions. Enrol, engage, and educate with AI-infused chat technologyCHATBOT FAQ
How does the WhosOn-bot integration work? Your bot framework plugs into WhosOn. All that’s needed is the site connector details from your bot service provider, added into the WhosOn settings portal. THE DIFFERENCE BETWEEN FIRST AND SECOND LINE SUPPORT As the label suggests, first line support is the frontline of your customer support desk. First line agents are generalists. They have a broad understanding of the product and they know the procedures that apply to most support needs.. First line support is for everydaysupport issues.
ELI5: HOW DOES LIVE CHAT WORK? Before answering ‘how does live chat work’, it’s important to know exactly what live chat software is. (Hint: it’s not the same as mobile IM services or messaging apps.). Live chat software is a tool used to offer real-time service online. 3 CHATBOT PITFALLS TO AVOID A chatbot, at its core, is precisely what is says on the tin: a robot that your customers can talk to.But this doesn’t mean that they can replace human workers. This isn’t the big robot uprising that popular sci-fi dystopias like to warn us about. Yet.) THE MEHRABIAN MYTH, NON-VERBAL COMMUNICATION, AND LIVE The Mehrabian model comes from a prominent psychology study of 1967. Carried out by Albert Mehrabian at UCLA, it focuses on the importanceof non-verbal
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Blend bots with your agents and technology stack. TAILORED FUNCTIONALITY Customise chat via API, or commission work from our team. AN OMNICHANNEL ECOSYSTEM Bind your systems together with WhosOn. Rather than sitting in a silo, your chat data flows through an integrated ecosystem. SOPHISTICATED TOOLS FOR YOUR TEAM Tap an advanced range of features to power up your team. WhosOn gives you all-new capacity to serve more customers, with more insight, in less time, using less human resource. Auto-text suggestion Sentiment analysis algorithms Real-time chat translation Bot platform plug-ins Live web analytics and visitor tracking Omnichannel chat-call transitions Inbuilt help desk suite Comprehensive chat reports Explore all features THE CHOICE FOR HIGHLY REGULATED INDUSTRY The cookie-cutter approach to live chat isn’t for everyone. Sometimes, you need a high-level implementation shaped around specific needs. Here, our pedigree makes us the perfect choice. A long-established service in complex markets Catered to niche and custom needs Experts at technical chat challenges BUILD. INTEGRATE. GROW. The best solutions are born of collaboration. So, power your own innovations with access to our state-of-the-art live chat and botfeatures.
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