What do I need from the live chat inside of Microsoft CRM to provide my customers with instant support?
Simultaneous multiple user support
OnlineHelp allows the support operators to have several sessions (with different users) at the same time. This is one of the benefits of chat support: one support engineer can chat with several customers simultaneously while he/she can talk on the phone with only one client.
Screen Sharing
One of the main advantages of OnlineHelp is the built-in Screen Sharing tool. With built-in Screen Sharing tool support person will be able to provide advanced real-time help and assistance to CRM users in dealing with any problems that might come up while working with MS CRM system. If the live chat guidance is not enough to fix the problem, a screen sharing session can be established by pressing a button in the HelpOnline chat window.
Screen Sharing features:
- Simultaneous control over CRM user’s machine.
- Support for all the screen resolutions.
- No need for external IP address.
- User limitations do not affect the screen sharing tool.
- No software or plug-ins are required to access the screen sharing functionality.
- Optional password can be set to secure the connection.
- Simple user interface.
Supporting users of Microsoft CRM from companies, having offices in different cities/time zones; setting preferences of what companies should be serviced by which operators
Many people prefer to be serviced by the local operators. However such option is not always available. But if there are no local operators available but there are operators from another city, would you refuse from contacting him? I guess not. So what is needed? Just a system of prioritization.
Basically - who supports whom. And then a flexible business rules engine and user friendly user interface to configure these business rules. OnlineHelp is able to allocate the best available operator for each Microsoft CRM user in accordance with the specific business requirements, such as customer’s location,
job title or even name.
Support session can be transferred between operators
WaveAccess OnlineHelp allows redirecting chat session from one operator to another. Each specialist may have his/her own area of expertise. As soon as the current operator understands the problem experienced by the current user he/she may need help from another operator, the simplest way is to transfer the session – so that the end user would get the best help from your support team.
The dialog history is sent to another operator when the chat session transfer is made, so the user won’t need to explain his/her problem again.
Tracking of all support sessions that have been provided for your clients
All hours are usually countable and billable. Would you like to see how each of your operator worked and what particular questions he answered and how?
As a Microsoft CRM solution provider you may take advantage of using your own Microsoft CRM to manage services that you provide: create cases and service activities for each session for the operators who participated in it.
So all accumulated information should be sufficient to bill the users and calculate salary / payments to support people for provided services. OnlineHelp can create a case and a service activity in conjunction with the chat history for each chat session in your CRM system.
Client support when staff is out of office
If there are special users who are very important and you would like that they would be supported by a special operator and this operator is not in the office he still should be able to do it from anywhere. That’s why OnlineHelp is able to use operator-side messengers that work on different platforms including smart phones.
Assigning your CRM users as chat operators
With Chat Configurator software provided with OnlineHelp you can create new chat operator records either simply in the system or even importing their data from your CRM. It’s very useful for tracking support service and interacting with your help desk staff and your customers.
Source code availability and open architecture
OnlineHelp is available with its source code upon request. It also has open application architecture for enabling those, who need it, to extend chat operator’s command set.
Different CRM implementation support
OnlineHelp is designed to work with all possible implementations of Microsoft Dynamics CRM 4: using IFD, hosted, in-house and even CRM Live variants.