Agent Console Proof of Concept for Capita Fully Integrated Multi-Channel Live Help.

Agent Console Proof of Concept for Capita

Fully Integrated Multi-Channel Live Help

K2C Overview

• Cloud-based Customer Engagement solutions

• Focused on Online Sales & Customer Care market

• Substantial and Growing market opportunity

• Scalable multi-lingual platform operating in 14 countries & 12 industries

• State-of-the-art software with full Social Media integration

• Unique IPR developed/ owned by Klick2Contact EU

Klick2Contact Service Information 2

K K2C’s Suite of Live Help Services

• Klick2Call-Back – Instant Call Back to mobile or landline

• Klick2Chat – Instant Chat online

• K2C Social Agent – Full Multichannel Support with Social Media, email and smart ticketing integration

• K2C Knowledge Base – Internal and external Natural Conversational System which can include a Virtual Assistant

• K2C Dispute Resolution – Intelligent Customer complaints handling system linked to Klick2Chat

• Klick2SMS – Klick2Call-Back generated by an inbound short dial SMS

• Klick2QR - Klick2Call-Back generated by a scanned QR codeKlick2Contact Service Information 3

Multi- Channel

• K2C Social Agent allows a company to answer emails, chats, Facebook wall messages, Twitter, feedback, community and forum posts and voice calls from one integrated environment- No matter how many strands

• It works in company emails as a call to action too

• It works via company’s Facebook or Social Media Landing page

• On banners• On Google ads• Creates Social Media responses as tickets • Works with all Social Media


Social Media Integration - Facebook

• K2C Social Agent allows companies to Monitor, answer and archive all Facebook wall posts in one place.

• To manage an unlimited number of profiles and wall pages.

• To archive their Facebook communication in tickets.

• To categorize and search their Facebook posts and comments made by their customers

• To impress their customers with lightning-speed customer service on social media as each posting becomes live ticket for company’s agents

• Ticket responses are automatically posted to Facebook in real time.


Social Media Integration - Twitter

• K2C Social Agent tracks brand mentions and keywords on Twitter

• K2C Social Agent answers tweets from one place

• K2C Social Agent monitors all tweets matching company filters and turn them into tickets

• K2C Social Agent lets company agents answer or retweet them directly from the help desk

• K2C Social Agent Backs up company Twitter communication in tickets.

• K2C Social Agent easily allows categorizing, adding of tags and searching of all tweets related to the companyKlick2Contact Service Information 6


Social Media in the Back Office

• Set ‘trending’ topic searches and monitor social media results

• Automate responses based on content keyword searches, monitor the level of automation in use

• Start social media Campaigns, schedule posts or tweets and measure the response from your customers against these

• Aggregate your social media contacts along with other channel sources to provide rich customer information

Smart Ticketing

• K2C Social Agent plugs into company e-mail and automatically creates live tickets

• Customers need never worry about missing out on an e-mail from their customers again

• Every e-mail sent by a customer is automatically made into a ticket that is assigned to the correct department, and then to the support agent.

• It is possible to add multiple e-mail addresses, set routing and filtering rules to streamline your support process.

• K2C Social Agent offers e-mail support done right no resource consuming email trails


Why Clients use K2C:

DID YOU KNOW?

“Over 66% of all shopping carts are abandoned for service related issues”Source: Forrester Research

• It increases their online conversions

• It combines chat and call back in one offering

• It integrates fully with their Social Media/Communities/forums and pulls all these strands together

• It enhances their customer care

• It converts customers who would leave the site without doing anything

• It has no upfront set up fees

• It utilizes and makes the most out of their existing website traffic



• Insert proactive, reactive and static offers of help throughout your website and other channels

• These can be tailored to offer various features, and can be integrated with various custom rule sets

Simple, easy to apply light-touch JavaScript to activate the service on your website:

Customized icons offer help


Customizable, light-touch, multi-language, customer windows that can be run on mobile and tablets, or SMS chat for non smart phone customer

• These can be configured as chat, call-back, contact form, and survey. Or, an exit or entrance survey can be added to the start or end of chat or call-back. Can also be configured to be launched via an app, email link, QR code and more.


Powerful, scalable, secure, multi-channel support in one intuitive, simple to use, un-intrusive browser based console – created by K2C for CAPITA


K2C Feature ListChats

With a click of a button, your customers can chat in real time and your agents can handle multiple chats at one time. So it’s efficient and effective. Agents can chat with each other, transfer/escalate chats if required and training mode can be used for new agents.

Fast Integration

The JavaScript that makes K2C work on your site is quick to apply and as it sits at the back of your site and not at the front like some rival services – there is zero effect on your site’s speed

Inbound Email

K2C social agent plugs into a customer’s inbound e-mails and automatically creates tickets, which agents can respond to in real time from one single interface.

Social Media

With K2C social media, every Tweet or Face book posting or community and forum comment becomes a live chat – multichannel into one channel in real time.


Increased Efficiency

K2C will make the most of your existing traffic and utilize your agents in the most effective way and all with no set up fees.

Call Back

The ultimate personal contact. Increase sales and improve your customer care in one go. Pay only when you connect to a customer with a per minute price.

After Service Surveys

Want to know what your customers think of K2C? Ask them! At the end of each chat or call, a quick optional survey will tell you what you want to know with all the results available in real time.

Library of Responses

By automating some of your most used responses and by having a standardized and personalized greetings and goodbyes, your agent will be more efficient and more effective.


History and Logs

Every chat and call back is stored within 15 seconds in your back office for later use. Every conversation can be viewed, the results analyzed and changes to your operations made as a result.

Full Interactive Page Share

The ultimate customer interaction that allows you to change your SCREEN and at the same time the customer sees their change with no separate inputting of links or urls.

Comprehensive Reporting

Your back office – available 24 hours a day – has reports on and details of every chat and call back made as well as the ability to monitor key metrics like time to respond and length of call/chat.

Push URL or Co-browse

Want to show a customer a specific page? Push them the url. Want to look at the screen with them? Use the co-browse to increase your chances of selling. Available in chat and call back.


Multi-Language Capability

K2C currently operates in 15 languages – and there is no restriction on which languages can be introduced as K2C allows Western, Cyrillic and oriental alphabets to be integrated easily.

Dynamic Agent Availability

Set the availability of your agents and the number of chats or calls they can take and never have to worry about the service being offered when no one is available. When the service is available agents are notified about specific events in the system with audible and/or visual alerts.

Tailored Icons

We have a bank of icons for static, sidebar and intuitive use which you can change to suit your colour and look and feel or you can design your own and we will wrap our code around them


Powerful Administration • Powerful holistic administration options allows

configuration of departments, channels, users and other service options in real time without service interruptions

• Create business rules to assist or automate workflow

• Set permissions for a whole department, or give an individual user certain access rights, all backed up with full audit trail

• Configure a colour scheme and logo to suit your own branding.

• Set library responses and outcomes per department, or for all users.

• Set agent availability, wait thresholds, concurrent session limits, and working hours for your departments.

• Control any of these features from your own application by API

• Agents can block abusive or hoax customers when approved to do so


• Insights and Analytics gives detailed reporting on all features of the service

• See detailed breakdowns of departmental performance and split this down per channel

• Analyze your channel performance over all departments

• Detailed reporting on agent performance

• Reporting on customer ‘events’ such as touching a page with the K2C script, being shown a help offer, accepting or declining an offer


• Set SLA requirements for ticket handling and measure the success rate of your departments and users

• Real time monitoring of agent usage, and availability for supervisors. Supervisor can also view chats while they are taking place

• See historical ticket information. Interactions from sources not included in the K2C console can be added retrospectively, or in real-time via API

• Export all ticket information via CSV/XLS or API


• Administrators can configure departments and agents to handle as many, or as few channels as you wish

• The channel selector will only display channels the agent has access to and new tickets will arrive here from the channel feeds configured in administration

• Shortcuts widget allows shortcuts to tasks in the K2C console, and also, allows 3rd party web applications to be run within the K2C console as a separate widget


More Admin Features• Administrators can use the intuitive 'skin' section of admin to create icon skin sets that tailor

the proactive and reactive offers on the website, rules can then be applied to specific skins

• Import of legacy data is available via API and this data can be marked as separate from the other data in the system so it can be vetted before promotion to full production data

• Can provide configurable splash or error pages to match your branding

• Connectivity and other logs are available in the system and can be mailed to K2C support for investigation if needed

• Ability to configure a queue for data to limit throughput for API and other transfer methods


Customer Information

• Using the CRM module, aggregate customer data, history and website tracking in one place.

• Agent can see detailed recent customer interactions and orders, customer details and alerts.

• Configure the data you want to store for your customers from administration

• Customer records can be updated/exported via API for seamless integration into other applications or to update other channel sources such as white mail, inbound calls, SMS etc


Customer Information

• See customer channel usage, recent orders, recent history and then see if they have needed help with their order since and what knowledge base articles they have searched and viewed via self serve on the web

• Track customer footprint on site

• Track website visitors, and glean analytics information

• See where these journeys have progressed from simple browsing, to live help, to orders!

• See trends develop in your website and plan changes and updates accordingly to engage best with your customers

• ‘Rate’ customer data records, set timescales for update of customer details, purge or archive irrelevant or un-used information

• Integrate this information to 3rd party applications via CSV, XLS, or API


Social Media

• Set ‘trending’ topic searches and monitor social media results

• Automate responses based on content keyword searches, monitor the level of automation in use

• Start social media Campaigns, schedule posts or tweets and measure the response from your customers against these

• Aggregate your social media contacts along with other channel sources to provide rich customer information


Klick2Contact – Integrated Multi-Channel Live Help

Innovative proven Cloud-based Customer Engagement Technology Powerful, scalable, secure, multi-channel support in one intuitive, simple to use, un-intrusive

Multi-Channel Agent console Full Social Media and in-bound Email integration Full integration with existing Company Customer Information Comprehensive, integrated all-in-one solutions or stand alone products Powerful holistic customizable Administration Complete Back Office reports, Analytics and Charts – available in real time and exportable Easy and fast to set up and implement on any website via one line of JavaScript No intrusion into a customers IT environment Works with tablets and mobiles too Already working with in the UK and Europe with customers like NEXT, Ryanair, Yodel, BMW,

Ticketmaster and The National Trust

Agent Console Proof of Concept for Capita Fully Integrated Multi-Channel Live Help.

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