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South Africa (Head Office) New Zealand (Australasia and Asian Pacific) United Kingdom (UK and Europe)

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Live Chat

A live Chat that is clean and easy to use free of bots

Duel Translation (Multiple languages - customisable)

Choose out of the 52 global languages and sell to your customers in your and their language of choice – no additional API installations required, we did that already for you on our side.

Video Chat

Conveniently switch from a text chat to a Video Chat, make the customer experience tangible and more personal.

Click to call Telephony

Customers can choose to call the agent directly from the Chat window and their Telephone API will route the call automatically to the agent and keep the chat open shout the customer want to default back to that feature.

Chat Transfer within environment or cross departmental

Transfer chats between agents or escalate chats to management, all whilst keeping the original chat history.

Client Details Confirmation

An agent can with a click of a button ask customers to securely confirm their contact details which updates the chat with the relevant information without an agent having to capture the details physically.

File Sharing (Attachments or links)

Easily share files such as documents, applications forms, brochures images or links with customers, get that sale done with over the air transfer of attachments between agents and customers.

Call Me Back (Missed Chats)

If a chat is not answered within the KPI of 15 seconds then a customer will get a CALL ME BACK pop up request – serious buyers will leave their contact details for an agent to contact them back

Call Me Back (After Hour Assistance)

Should there be no agents available to answer chats an afterhours CALL ME BACK service obtains the contact details of customers for agents to contact them back.

Client Survey Service rating

At the end of each chat the customer are asked two service related questions which gets presented back to the agent relating to the experience of the service

Client Survey Agent rating

At the end of each chat the customer are asked two service related questions which gets presented back to the agent for performance reviews.

Chat Transcripts

Each chat gets an email transcript and customers can also request a copy of said transcript for record purposes.

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Installation Guide with Domain Dedicated Code and Database

One pager that contains the Domain specific 2 line of code to be installed on the website and pages within the website of your choice. It also contains the details on how to install the tracking hooks and how to customise the chat to your company CI.

Assisted On-boarding

Our team is available to assist with the LOR on-boarding albeit technical or operational.

Multiple Page Installation

You can run LOR of multiple pages on your website, Engage with customers from the home page right through the process or select specific targeted content to start engagements with customers.

Web and Mobile user friendly

LOR runs of a Website interface as well as a Mobile Application so agents can choose the device of their liking. Multiple sessions also allows agents to move from mobile to desktop and vice versa

Customisable tracking hooks

You can choose what content to track on your website that will give agents the best visibility of a customer’s journey for example a tracking hook on a button will show the agent that a customer is clicking that specific button – obtain real time insights of customer movements

Live Tracking on web page activity

The live tracking gives agents a real time visual of what your web customers are looking at in that very moment. Observe customer behaviours and track their journey and prepare to influence their decision making process.

Traffic Tracking on website site items

See in real time how many unique views you receive on your website, we count each event as a unique event so you can easily see what traffic occurs when agents are online or offline. A great indication of staff capacity needs.

Android and iOS Mobile App functionality

Our Mobile App is available on Android as well as Apple iOS and can be used on mobile devices – no need for office space sell or service from anywhere at any time.

Multiple session functionality between Desktop and Mobile devices - Single log on

We allow agents to switch between devices on the same chat. So if a mobile device goes flat the agent can move to desktop web and continue with the conversation or Go from your desk to the sales floor for an improved customer experience.

Mobile Push notification of incoming chats

Agents won’t have to stare at their screens all day to catch that all important engagement, a push notification to the App on their device will notify them of incoming chat request. The notification is also audible with a ping sound.

Desktop Notification Pop Up of incoming chat

Same as per the above, but desktop pop up notifications with an audio que so that all engagements are notified to the agents.

Chat Count down Timer to Acceptance of Chat to drive KPI

A 15 Second Chat Acceptance Count down timer forces a KPI of instant engagement. For the best online customer experience you have to drive the speed of the answer and with this function we control that acceptance ratio. If a chat is not answered in the time it gets allocated to a MISSED CHAT and the customer can request a Call back so that you never lose that serious customer.

Customised Team Structures

Structure your teams on the easy to use Back Office, Whether its different departments, regions, territories etc. it can be set up in accordance to your company organogram for easy management and reporting.

Customisable CI on Chat widget

The installation document comes with instructions on how to customise the Chat front end and back end to represent your company CI – LOR will look and feel like your brand to your customers.

Data Security (POPIA, GDPR, CCPA, LGPD compliant)

We do not track or scrape IP addresses and data collected for the purpose it is intended for is securely stored within the SQL database with required data encrypting and redactions.

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Dashboard Reporting

Easy view dashboard with real time data is available to all users on the profile according to their level in the organisational structure

Live Statistical reports

View agent online activity and chat engagement broken down by Teritory, Region, Group, Division and Agent

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Notifications on Desktop and Mobile of Agent log in activity

Managers and Administrators can see in real time the actions of their agents relative to them being available to customers

Notifications on Desktop and Mobile of Agent Chat Acceptance activity

Managers and Administrators can see in real time the actions of their agents relative to them answering chats

Notifications on Desktop and Mobile of Agent log off activity

Managers and Administrators can see in real time the actions of their agents relative to them logging on and off the system or App

Live reporting on all projects

Get live reports on all projects

Rights and Permissions settings

Easily create access depending on organisational requirement i.e. Super Administrator, Administrator or Agent

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Email Support

Operational and Technical support

Dedicated Account Manager

Operational and Technical support

Access to Technical Team

Operational and Technical support

Self Service Portal

Conduct the on-boarding your self – generate the LOR code for your website without technical intervention.

Automated Back Office

Customise the chat widget from the back office without relying on the technical team, change the CI and style with a standardised pallet of items and options.

Customisable buttons

Change the look and feel of the buttons in the back end without relying on the technical teams.

API integrations

Intergrade LOR to Lead Management Systems and CRM for added reporting and tracking of customer engagements

Applications

See which devices the agent are logging in from Website or Mobile

Work Scheduler

Upload your agents shift rosters and LOR will schedule their availability accordingly

Automated Follow Ups

Send reminders of Call Me Back requests to ensure that they were actioned accordingly

First Response Time

See when the Agents first response was to a chat requests and measure against the set KPI

Average Response Time

See what an agents average response time is over a period of time and measure against KPI requirements.

Banned Visitors

Block visitors that conduct themselves inappropriately.

First Response Time

See when the Agents first response was to a chat requests and measure against the set KPI

2 Step Verification

Added security to ensure only agents uses the application to potential customers