Customer interactions on the web

In a CallGuide contact centre the agents handle contacts from various online sources in the same tool, as seen in e.g. Chat in Edge Agent , Video in Edge Agent and Email in Edge Agent. Also see Edge Agent films.

The coach can monitor the current situation in the customer service as described in Basics about Edge Pulse . Also see Edge Pulse films

To follow up the same data, but as statistics, see Basic facts about CallGuide Report. Also seeA film about Report

Other CallGuide sub products assisting with your online work flows are:

• CallGuide Answer, the self-learning knowledge base automatically presenting the most relevant answers to the customer questions, directly on the web, via chat bots, in the email auto reply or in dialogue with the agent. See What is CallGuide Answer? Chatbot examples are seen infilms on Online tools.
• Adapters for social media such as Facebook and Twitter. See Handle messages from social media, Facebook posts as work items and Basics about Twitter in CallGuide.
• CallGuide E-sign, the advanced document flow service for signing electronic documents. See Before using CallGuide E-sign and What does a sign flow imply?
• CallGuide Survey, for follow-up of e.g. customer satisfaction after phone call or chat. See Basics about CallGuide Survey and Web links in chat entries.

To help you customize your online offers use CallGuide Web SDK, a JavaScript library and application programming interfaces.

Included in the Web SDK package is:

• CallGuide Proactive Web, where the customer pro-actively is given various proposals. You can display various content, depending on the web visitor's browsing pattern.
  • Offer contact such as callback, chat or video chat.
  • Let the customer enter data, for e.g. subscriptions or membership.

  See Basics about Proactive Web.

• CallGuide Co-browsing, where the agent shares web pages with the customer. See Basics about co-browsing and Co-browsing – share web page.
• Chat and video chat initiated from the web. See Basics about CallGuide Chat, A chat flow example, and Administrate video chat.

Detailed information is found in the Configuration Instructions CallGuide Web SDK document.