Call Center Live Chat Systems

Preliminary Investigation

On screen, web based chat platform for patients/customers enabling instant access to communication and an unprecedented level of support.

What is Live Chat?

Easy to Integrate Set yourself apart Customer Service is becoming a main focus for

many companies (Zappos, Amazon) Worldwide support access for patients and

agents Better tracking, statistics and metrics on

patients and agents Better service monitoring of agents Auditable Paper Trails and Chat Logs Agent Performance rating

Why Live Chat

Click Desk ◦ Allows Skype call with Invoxwidget

Live Chat Inc Live Help Now Olark Velaro Proprietary Software

The Options

ClickDesk

Chat Transcripts Custom Reports Language localization Offline support shortcut messages SSL Transfers Widget Customization Agents can respond in

mobile and IM

Answer site visitors Domains Live Chat Email Help

Desk, Voice Chat and Social Toolbar

Multiple Operators Unlimited

Departments Up to 5 Concurrent

Chats Visitor Info

ClickDesk

Live Chat

Chats Archives Customization Applications Social Media Engage your users Feedback Languages Integrations

Reports Mobile Ready E-Commerce Management Monitoring API SSL

Live Chat

Used by Pfizer

Velaro

Click-to-Chat/Click-to-Call

Fully Customizable Geo & Content

Targeting Inline/Pop-Up Chat

Windows Mobile Support Multi-Site

Engagement

Proactive Chat Invites

Social Logins Unlimited Sites

Velaro

Olark

Chat from your favorite IM client Mobile Device Support Operator Initiated Chat Incredibly Fast Email Support Conversation Transcripts International Support Visitor Details Offline Messages Infinite customization options Chat Statistics

Olark

Comparison of Services

Velaro ClickDesk Olark Live Chat Inc Click-to-Chat/Click-to-Call ClickDesk Live Chat 15 Max Operators ApplicationsClick-to-Chat IM Integration - Skype Monthly conversations Canned responsesClick-to-Call Webchat CRM & Helpdesk Integration Agent ratingSimple Quick-Start Wizard Visitor info Concurrent chats Visitor detailsPre & Post Chat Surveys Chat Transfer Phone support Multiple website supportBasic Branding & Customization Chat Conferencing Operator groups Concurrent visitors tracking 400 MaxDept & Skills Based Routing Visitor identity White label TransfersCustomizable Buttons & Chat Windows Concurrent Chats SSL Intelligent chat routingPremade Messages Proactive Chats Conversation transcripts Work schedulerPush-Page & Agent-to-Visitor File Transfer Shortcut messages Hide Olark unless an operator initiates a chat STATS AND REPORTSAdvanced Branding & Templating Chat history Pre-chat name/email survey Daily SummaryCo-Navigate Website with Visitors IM Integration - Gtalk Hide when offline Basic chat statisticsAdvanced Workflow & Queue Based Routing Livechat - Mobile Ready Hide on close Data collection via APIRemote Desktop Session Social Toolbar - Facebook Chat statistics and reports Group statisticsReporting Social Toolbar - Twitter Custom CSS On-demand reportingStandard Reporting Persistent Chats Standard Olark features ENGAGEMENTComprehensive Survey Reporting Sound Alerts Use any desktop IM client Automated greetingsMulti-Step Conversion Tracking Customization Mobile device support Personal greetingsAdvanced Contact Center Reporting Custom forms Use Google Talk Efficiency measuringThird Party Integration Chat bar Colors Google Apps for Your Domain integration SECURITYReal-Time Visitor Monitoring Language Localization Attention Grabber image 256-bit SSL secured connectionReal-time Visitor Page Navigation History Agent Picture Setup Welcome Assistant proactive chat Agents’ IP restrictionAdvanced Geo-targeting Eye catchers Operator-initiated chat CUSTOMIZATIONSearch Engine & Keyword Reporting Chat transcripts (Email) Visitor details Chat window designView Previous Chats & Survey Submissions Online/Offline Images Offline messages Pop-up/embedded chat windowAdvanced Off-line Visitor Reporting Offline form Incredibly fast email support Custom graphicsThird Party Application Integration Prechat form Customize/internationalize all text Multiple languagesTransaction Tracking Voice Chat Customize colors and themes Multi-brand customizationIntelligent Engagement 40+ Local Access Numbers Google Analytics integration MANAGEMENTProactive Chat Rules & Triggers Browser Phone Javascript API Agent rolesReal-time Alerts & Notifications Help Desk NEW GroupsAdvanced Proactive Chat Invitations Automation SupervisionCustomer Segmentation Macros INTEGRATIONSContent Targeting Transfer Ticket APISecurity & User Management Tags Social media256-bit SSL Security Canned Response NotificationsRole Based Security Import Tickets ARCHIVESIP Address Blocking Integrations, Plugins & API Chat history1 Free Administrative License API E-mail transcriptsEnterprise Security & Password Management Integrations Missed chatsUnlimited Named Accounts PluginsCustom Integration Reports & AnalyticsAutomated Data Exchange to Your Apps Custom Stats ReportDeveloper API Access Daily / Weekly / Monthly Chat ReportsExtended Desktop Integration Security and AccessSuccess Management SSL encryptionCustomer Support Access SLACustomized Training ClickDesk Customer ServiceSuccess Manager Access Phone SupportSuccess Reviews Chat Support24x7 Emergency Support Email/Ticket SupportService Level Agreement (SLA) Email/Ticket Support

Daily / Weekly / Monthly Chat ReportsSecurity and AccessSSL encryptionSLAClickDesk Customer ServicePhone SupportChat SupportEmail/Ticket Support

Contact for Price 24.99/Agent/Month $219.00/Month $59/agent/month

Can be Costly Custom Metrics Custom Platform Fully integrated within the company No outside access Privacy Guaranteed

The Decision to Develop Proprietary Software

How GSK Does It

https://livechat.gsk.com/content/Health/liveChat/live-chat-uk-hcp.html?name=Carlos%20Santos&queue=Other&product=Zinacef

How Pfizer Does It

https://www.pfizermedicalinformation.com/content/Contactus_main.aspx

https://www.merckvaccines.com/is-bin/INTERSHOP.enfinity/WFS/Merck-MerckVaccines-Site/en_US/-/USD/ContactUs-LiveWebConference?WT.svl=5

Merck & Co

Zappos.com Amazon.com GSK Mereck

Who Uses Prioprietary Software

In the US, besides Pfizer, there is no other company offering Live Chat support especially

in Product Quality

What Competitors Are Doing This?

Pros Cons

Another Avenue of Customer Service

Privacy concerns

Faster patient response time Screenshots and HIPAA concerns

One agent can chat simultaneously with many patients

Less personalable

Caters to younger demographic Caters to younger demographic

Cutting Edge Support Chats may be unintentionally ignored by agents

Faster complaint turnaround time Difficulty confirming patient information

Call volume can decrease

Avoid transfers to multiple departments

Patient can intelligent ally access all departments needed based on the query

Cost Effective to implement

Easily train current employees