This powerful module provides a significant enhancement to your current customer communication efforts by enabling your customers to talk to your representatives, in real time, through the Capricorn web portal. For those customers who prefer the relaxed nature of a chat session, this module opens up their preferred method of communication and will result in both customer service and feature selling opportunities to customers that might otherwise delay or avoid contacting the utility.
The enQuesta Chat module is integrated with the Customer Self-Service solution, enabling both proactive and reactive chatting with customers currently online. Proactive chatting, where you reach out to customers currently online, is done through dynamic rulesets and intelligent visitor tracking, allowing your representatives to maximize their efficiency when proactively chatting. Additionally, all actions and chat logs are stored for later business intelligence purposes.