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Features and Benefits
Real Assistant is a full featured, professional live service script that can fulfill many of your online sales and support needs. Read on to see the benefits and uses of its key features. Click a feature from the list to jump to its description.
Key Features
General Features
- Text/HTML Chat
- Passive Chat Initiation
- Proactive Chat Invitation
- Fully Brandable and Customizable
- Unlimited Operators
- Unlimited Chats
- Fully Web Based
- 100% ASP Script
- Self Hosted
Admin Features
- Web Based Configuration
- Operator, Message, Presponse, Status Set, and Zone Management
- Browse Chat Transcripts
Operator Features
- Fully Web Based
- User Balancing
- Operator Management Area
- Stored Responses
- Links and Push Pages
- Live Traffic Info and Proactive Chat Invites
- User Environment Stats
- Browse Chat Transcripts and Feedback
Chat Features
General Features
Text/HTML Chat
Real Assistant displays chat text in standard HTML and supports common
HTML formatting features. This keeps bandwidth down and is more lightweight
than plugin and Java based solutions. In addition, it allows for images,
text formatting, and links.
Passive Chat Initiation
The classic, passive website code displays a "Live Help" or "Leave
Message" link that your users can click to request help. The request will
be routed to an operator in the zone or the user will be able to leave
a message. This is ideal for support pages where users may wish to ask
a support question.
Learn more about passive chat initiation...
Proactive Chat Invitations
The proactive chat code lets your operators invite visitors browsing
your site into chat. Visitors will see the operator's invitation and
can accept or decline it. This is ideal for sales pages where operators
can answer last-minute questions and close sales.
Learn more about proactive chat invitations...
Fully Brandable and Customizable
You can easily customize the appearance of the chat windows from the
admin area and can further brand the software by editing specific
pages yourself. This lets you fully customize the application to meet
you or your clients needs.
Unlimited Operators
Real Assistant lets you add as many operators as your site needs at no
additional cost. In addition, there is no cap on the number of operators
that can be signed in at the same time.
Unlimited Chats
Just like unlimited operators, Real Assistant also allows for unlimited
simultaneous chats. This will ensure that your operators can help as
many people as needed, once again at no additional fee.
Fully Web Based
Real Assistant is fully web based solution and requires no additional
plugins or downloads. Because of this, you and your operators can
use the software from almost any computer with an internet connection
and a modern browser.
100% ASP Script
The application is written solely in classic ASP script. No additional
third party components are needed. The software will run on almost any
shared Windows based hosting account that supports ASP 3 or newer.
Self Hosted
With Real Assistant there is no need for you to pay someone else a monthly
fee to host your live help service. Host the software on the hosting account
you are already paying for and you can save up to hundreds or thousands of
dollars per year.
Admin Features
Web Based Configuration
After setting basic settings like database information and file paths,
further configuration can be done through the easy-to-use web based
interface in the admin area. The Config page lets you change the logo,
alter the appearance by changing three stylesheets (CSS), and set
several other settings like chat limit and chat refresh rate.
Operator, Message, Presponse, Status Set, and Zone Management
The admin area provides a straight forward web based interface for
managing operators, messages, stored responses, status sets, and zones.
The admin can easily browse, create, edit, and delete any of these.
Learn more about admin management...
Browse Chat Transcripts
Chat transcripts are saved for every chat, along with other related
data like user environment stats, search keywords, chat feedback, and
other chat details. The admin can browse through transcripts and see
all of this data when viewing a specific transcript.
Learn more about chat transcripts...
Operator Features
Fully Web Based
Unlike many other live service solutions, Real Assistant does not
require that operators download a Windows based client application to
use the software. Real Assistant is fully web based, including the
operator watch panel, which will run on almost any internet connected
computer.
User Balancing
When a visitor requests help, the request will be pooled to the least
busy operator in the zone. This prevents some operators reaching their
"Chat Limit," as set in the admin area, while others having no chats.
The pooling will keep all the operators in the zone at the same level.
Extended Operator Area
New to version 4.3, Real Assistant provides a more advanced operator
management area. Operators can now update their own profiles and easily
manage and answer messages left by users when operators were not available.
Learn more about the extended operator area...
Stored Responses - "Presponses"
Presponses allow for operators to more efficiently provide support by
giving them easy access to common responses. When a stored response can
be used, all the operator has to do is select it from a drop down list
in the chat window.
Learn more about presponses...
Links and Push Pages Other features that let operators better assist users are links and push pages. Clickable links let operators point users to information provided on your website or to order pages. Push pages let operators actually open a web page on the visitor's computer.
Live Traffic Info and Proactive Chat
When proactive code is added to your website, operators can actually see
users as they browse. The oeprator can see a visitor's current page,
current zone, status, and time on site. If the operator clicks the user,
he can invite the user into chat for one-on-one assistance.
Learn more about live traffic info...
User Environment Stats
While in chat, operators can see the user's environment stats such as
IP, browser, and operating system. The operator can also see the user's
referrer, chat jump page, and search term used to find the site.
Learn more about user stats...
Browse Chat Transcripts and Feedback
From their management area, operators can now browse through their chat
transcripts and see the related feedback chat users have left about them.
This lets operators improve their chat support and sales skills by reviewing
what they have done and how users have responded.
Chat Features
Rich Formatting
Because chats are sent as HTML, formatting features like bold, italic,
and underline are supported. Also, this allows for operators to send
images and to add clickable links.
Email and Print Chat
While in chat, visitors can print or email the chat transcript. This lets
them save the chat for future reference.