Customer interactions online

Agents' customer interactions

In an ACE contact centre the agents handle contacts from various online sources in the same tool, as seen in e.g. Chat in ACE Interact, Video in ACE Interact and Email in ACE Interact.

Follow up in real-time and statistics

The coach can monitor the current situation in the customer service as described in Basics about ACE Monitor. To follow up the same data, but as statistics, see  ACE Report.

Faq portals, chatbots, social media and surveys

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

•  ACE Knowledge, 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 ACE Knowledge?.
• 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 ACE.
•  ACE E-sign, the advanced document flow service for signing electronic documents. See Before using ACE E-sign and What does a sign flow imply?
•  ACE Survey, for follow-up of e.g. customer satisfaction after phone call or chat. See  ACE Survey and Web links in chat entries.

Co-browsing, proactive web, chat and video clients

To help you customize your online offers use ACE Web SDK, a JavaScript library and application programming interfaces. Included in the Web SDK package is:

• ACE 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 ACE Chat, A chat flow example, and Administrate video chat.
• ACE 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.

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