Features
Built For Effective Customer Support
ConnectNow is designed from the ground up to integrate in to a Customer Service-oriented environment of any size, be it a large enterprise level IT Service Desk or a small startup.
Skills-based Routing
Customers are routed through to a Support Agent who has the skills and expertise required to help with their specific query. This dramatically improves the customer experience through less transfers and faster responses, all while ensuring Support Agents know what to expect next.
System Alerts
Alerts can be created to convey critical information and are the first-point-of-call for a customer. Pro-actively prevent a crippling influx of interactions in the event of a System Problem, signpost scheduled maintenance and have the alert expire automatically, or promote key content to your users.
Chat Transfers
Chats can be transferred between Skillsets/Queues along with their full Chat history. Reduce repetition, streamline the user’s journey, and increase collaboration between departments with cross-departmental transfers.
Canned Responses
ConnectNow features Canned Responses, meaning your Support Agents can stop wasting time repeating the same phrases again and again. Support Agents can quickly fire common phrases at the click of a button, reducing typos and interaction times. Responses can be organised by category, ensuring Support Agents are not overloaded with irrelevant options. Add to the authenticity and inject the customer’s name for a personal touch.
Chat Conferencing
With ConnectNow, Support Agents can invite any number of additional Agents to participate in a Chat, forming a conference. This drastically improves handle times, reduces the need for transfers, and promotes collaboration by allowing a Support Agent to pull in a Senior for assistance. To prevent confusion and maintain simplicity, only the original Support Agent can control the Chat itself, such as closing or transferring it.
A Better Customer Experience
ConnectNow has several features all geared towards improving the overall customer experience. These features range from promoting self-help to simplifying processes. ConnectNow also has a selection of smart features designed to reduce the overall interaction time, meaning even those features that target an Agent result in a net benefit for a Customer.
Keyword Search
ConnectNow can intelligently search Google or your own knowledge base on behalf of your customers. Links to potentially relevant pages are displayed as the customer types their query. Filter out quick-wins by promoting self-help and signposting users to easy answers, freeing up Support Agent resources.
Pre-Step Wizard
Further promote self-help with a bespoke guided wizard. This could be as simple as having a user read some information before talking to a Support Agent, or as complex as a full technical walk-through. The power to provide unmanned but directed assistance to customers before they’ve hit the queue results in fewer interactions, and increased satisfaction.
Resume Previous Chat
ConnectNow enables your customers to quickly locate a previous Chat they want to resume, update the notes, and re-join the queue right from where they left off. Agents can see the previous Chat, and any tickets logged against the previous Chat are pulled over to the new interaction.
Filtered Words
ConnectNow protects your customers and reputation from accidental (or intentional) profanities. ConnectNow allows you to extend the list with your own choice of filtered words. Agents are prompted to change their message before it can be sent. View attempts to send any filtered words in full context, helping to assist in the unfortunate scenario of a behavioral issue.
Integrations
Log an Incident
Save time and effort by integrating ConnectNow with your ITSM tool of choice, logging incidents quickly and easily. Link chats to incidents in order to improve data integrity as well as ease the task of finding corresponding tickets in external systems.
References / Referrals
Refer users to ConnectNow with predefined options, launching customers straight to a queue based on where they came from. A great example is on the bottom of a knowledge article could be a button or link labelled “Still need help? Click here to chat!”, quickly converting self-help to assisted support with the click of a button.
Display Statistics
Display useful statistics and metrics elsewhere across your estate. Show wait times and availability on your intranet, or show the alerts from within ConnectNow on other pages, keeping users in the know without visiting ConnectNow directly.
Advanced Integrations
Expand above and beyond with bespoke integrations, leveraging our Development agility and ConnectNow’s APIs and flexibility to create a unique experience for your business.
Beautiful, Functional Wallboard
Key Statistics
Key statistics are displayed on the Wallboard with totals, and a skillset breakdown. You can quickly identify busy queues, resource allocations, and performance at a glance. Administrators can control the colour threshold and SLA settings.
Closure Display
Opening hours are displayed on the Wallboard when the service is out of hours. This ensures Support Agents are aware and able to get ready for when the service is scheduled to open.
Service Status
To ensure Support Agents are aware of a changing environment, if the Service State is anything but “available” the Wallboard transitions to red. This stark contrast will be noticed – even in peripheral vision from a distance – prompting Support Agents to check their dashboard for more information.