Overview
Instant Help is a "live chat" help desk solution for sales, customer service, and technical support. By providing real-time help, companies can shorten sales cycles and provide better service, keeping customers satisfied.
How It Works
Instant Help sits between your web site and your instant messaging service and routes live chat help requests from web site visitors to available, qualified help staff over IM.
Immediate ROI
Get more from your Enterprise Instant Messaging (EIM) middleware. Turn your EIM investment into a powerful, interactive web support system. Instant Help can leverage your existing Lotus Sametime, Microsoft Office Communications Server (OCS) (aka LCS) or Jabber (XMPP) infrastructure. If you don't have EIM already, you can also use the JBuddy Message Server for private, encrypted enterprise communications. Not ready EIM? No problem! Instant Help can also leverage popular public IM including AIM, MSN, Yahoo, Google Talk and ICQ. Let your support staff IM all day - helping your customers!
Visitor Experience
Help is only a click away for your web site visitors. After clicking your Instant Help button, a familiar looking chat window opens and allows the visitor to submit their name and initial question. The system supports several "unavailable" scenarios depending on your requirements. Visitors will receive visual feedback after each action so they know what's going on. If they have to wait in line for help, they will know their place in line. When support staff compose a response, web site visitors will receive typing notifications in the chat window, just like IM. The only system requirement for a visitor is a modern browser (IE, Firefox, Chrome, Safari) with javascript enabled. No plugins or downloads required!
Category
Red Hat Certifications
This product has been certified to run on the following Red Hat products and technologies:
| Target Product | Level |
|---|---|
| Red Hat Enterprise Linux 5.x | Self-Certified |
