Customers

Being the core focus of ConnectNow Web Chat System, customers enjoy a journey designed to remove the pain-points associated with ”calling support” and incentivize self-help. With assistances in place before a chat even begins, customers are cared for every step of the way.

Administrators

Web chat system administrators have a bird’s eye view and complete control of the operation, allowing them to react to sudden influxes of chats or changes to the service. Adding support agents, skillsets, scheduling alerts and downtime, and altering key settings are all at an admin’s fingertips.

Agents

Agents have the toughest job, of that most will agree. From canned responses within chats, to live performance indicators, ConnectNow is packed with features designed specifically to ease the Customer Support agent’s task and improve their performance. 

Business - Startup, SME, Enterprise

With intelligent features such as the pre-step wizard and knowledge search, combined with comprehensive data and KPIs ripe for analysis, any organisation – big or small – can enjoy improved problem management, reduced people-driven contacts, and increased productivity.

3rd Party Integration

ConnectNow can integrate with various ITSM tools out of the box, logging tickets and reducing the manual work required for an agent. However, ConnectNow can be extended to support your bespoke system and workflows.

2-way Data

Value-adding data can be pulled from ConnectNow’s API for actionable analytics, or for display elsewhere across your organisation. Great examples include trend analysis and problem management, as well as showing wait times and alerts on the another page, before a customer even hits ConnectNow.