Web Assist

Many companies have a web presence that attracts lots of visitors. Adaptive Web Assist turns your website visitors into customers. 

Using Adaptive Web Assist, you can offer web visitors two forms of assistance. Your site can display a “Call me” button that enables the visitor to request a telephone call-back, either immediately or scheduled for a future time and date. You can also offer your visitors the opportunity to “talk” to your users using interactive web chat.

How Web Assist Call-Backs Work

To request a call-back, visitors complete a simple web form giving their name, telephone number, when they want to be called and any other information that you want to collect from them. When submitted, the request is automatically put into a queue in the Adaptive system. When the call-back is due, it is automatically presented to the next available user with the correct level of skill to handle it.

If Adaptive CTI Professional is used with Adaptive Web Assist, then the user can dial the presented call-back by simply clicking the “Dial” button on the call-back dialogue. The system can also trigger an Adaptive CTI screen-pop when the call-back is made. (See the section on Adaptive CTI for more information about screen-pops.)

Request a Call-Back using Adaptive Web Assist

How Web Assist Web Chats Work

To request a web chat, visitors complete a simple web form giving their name (or nickname) and any other information that you want to collect from them. When submitted, the request is instantly placed into a queue in the Adaptive system. As soon as the next user with the correct level of skill becomes available, the chat is automatically presented to that user.

During a Web Assist chat, the user can “push” web pages to the visitor. Comprehensive spellcheck facilities enable the user to check their own text prior to sending it to the visitor. The user can also save typing time by inserting standard phrases into the chat with a single click.

Visitors do not need to download or install any software onto their computer. All they need is their web browser.

Request a Web Chat using Adaptive Web Assist

From a Manager's Perspective...

Adaptive Web Assist includes comprehensive management reporting. The system has a database of all Web Assist call-backs and chat transcripts. These can be searched, displayed and printed.

Comprehensive real-time reports are available that show what each user is currently doing and how many call-back and chat requests are currently queued. You can even see how long requests have been waiting, which helps you to manage your service levels.

All call-back and web chat activity is recorded. Historical reports detailing volumes of requests, average handle time and user productivity are also available.

From a Developer's Perspective

Adaptive Web Assist can be used “out of the box” or customised to suit your needs. The system works using standard ASP (Active Server Pages) web pages. Sample pages are provided: you can use these “as is” or modify them using industry-standard web development tools.

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Who uses Adaptive Web Assist?

Any organisation that wishes to encourage website visitors to make contact by telephone will find Adaptive Web Assist call-backs invaluable. Web Assist is ideal for companies selling items that can be advertised on the web but need further contact to close a sale, such as car sales, furniture supplies, estate agents, etc.

Businesses that take orders over the web know that a percentage of customers get frustrated and fail to “check out” their purchases. This is often because they have questions that need to be answered prior to confirming purchase. With Adaptive Web Assist you can provide real-time assistance to support these customers throughout the purchase process; turning visits into sales and increasing both customer satisfaction and sales revenue.

Adaptive Web Assist is ideal for contact centres and dedicated call centre agencies.

Benefits of Adaptive Web Assist

  • Engaging with visitors to your website increases sales
  • Web Assist lets you manage customer call-back requests better, which means they are more likely to be handled by the best qualified user, at the appropriate time
  • Comprehensive management reporting leads to better staff management
  • Complete database of call-backs and web chats enables detailed analysis of website visitors
  • With Adaptive Web Assist, visitors do not need to download or install any software onto their computer