Chatting

The InstantService Customer Chat Client works on all PC's through the customer's browser, without the need to install additional software or plug-ins.

Print Transcript

          A chatting customer can print a record of the transcript at anytime.

Email Transcript

At the end of the chat session, the user can email the transcript to him or herself

Queue Position Notification

Users can see if they are waiting in line, and see what number they are in the queue

Librarian's Console

The Java-based Agent Console is a web based application, compatible with Windows and Macintosh OSX operating systems. 

ASP

The Agent Console is a web-based, Java application, permitting librarians to chat and respond to customer emails from any computer connected to the Internet, behind firewalls and/or overseas. Software updates are automatic and maintenance is minimal.

Transfer

Librarians can easily transfer chats and emails to other agents or departments.

Multitask

Agents can manage up to ten simultaneous chat, email and/or monitored sessions, allowing chat agents to easily answer emails when chat volumes are low.

Agent Availability Toggle

          This prevents busy agents from receiving transfers and new chat queue requests.

Response Libraries

Commonly used text, URL and file responses for chats, emails and FAQs are combined into one knowledge base, organized by department and response type.

Spell Check

Chat and email sessions include optional spell checking with fully customizable dictionaries.

Print Session

Librarians can easily print the chat or email session transcript.

Comments and Categorization

Additional comments can be added to the chat transcript after the chat has ended. Chat and emails can be further categorized into customizable groups.

Agent Reconnect

If a librarian's connection to the Internet is interrupted, the Agent Console will automatically attempt to restore the connection and maintain any open chat and email sessions. If the librarian can't get connected,  the user will be notified and be transferred to another librarian. 

Agent Room, Private Message

Librarians can talk in the public agent room, or communicate privately using the built-in instant messaging feature.

Reporting

InstantService offers over 20 real-time and historical reports to monitor agent activity and performance. With a single click, reports can be exported to HTML, XML, CSV or the printer.