SAM: Real Estate “Stealth Application Module”

WHO’S ON YOUR SITE — THESE ARE YOUR VIRTUAL “WALK-INS”!!!!!

The great thing about the web is its instantaneous “I want information, and I want it right now! ” capability. The Smith Group puts that power into your hands. As a Real Estate Agent and a Smith Client, every minute of the day you have virtual walk-ins looking at property. Isn’t it about time that you had the chance to meet them, develop a realtionship, and help them in their real estate and lifestyle searches? We think it is!

Real-Time Live Chats

Chat with your website visitors to provide support, answer sales questions, or assist with online real estate questions.

Page Push

Agent can define a list of commonly viewed pages within the website and automatically “Push” customers to those pages.

Multiple Chats

Agents can chat with multiple visitors at the same time.

SmithChat On-the-Fly Auto Language Translation

Operators can intelligently speak the language of the visitor. Once the visitor language is identified, the operator chats in their own native language and the text sent back to the vistor will be automatically converted to the visitors native language. For example, if the visitor is chatting in French, but the operator only speaks english, the operator simply chooses “French” and everything that is typed in english gets automatically translated to French for the visitor.

SmithQueue with Queue Status Notifications

Visitors can select from a list of queues at the click of a single chat button. Visitors can choose the desired queue either from a drop down list or radio buttons. Each queue shows the status (offline/online), plus each dynamically generated prechat survey for the given queue… all from a single chat window (see admin guide for implementation).

Position in Queue Notifications while waiting on chats

One of the advantages of our new AJAX Powered Chat Window is the ability to dynamically display the position that the visitor is “in queue”. When a visitor invokes the chat, the waiting screen now shows their waiting position in line for that queue, i.e., “You are number 3 in queue”

Cross Queue/Domain Transfer

This allows your operators to transfer chat sessions from one queue/department to another or even from one website (domain) to another website at the click of a button! Optionally, customer history can go with the chat session transfer.

Post Chat Surveys

Now you can create post chat surveys to gauge operator performance or any other type of visitor polling. Post chat surveys are configured just like our Pre-Chat surveys, with our WYSIWYG editor. Simply define your questions from list of field types and hit save! Post chat surveys are emailed to the queue administrator, as well as showing up in historical chat transcripts for retrieval at any time.

Instant Messaging Between Operators

Agents can send instant messages to other Agents whether they are logged in at home, across the office or from anywhere in the world!

Typing Indicator

Both the visitor and Agent know when the other party is typing a message.

Email Signature

You can add the live chat icon to all of your outgoing emails to allow customers to instantly chat with you.

Spell Check

This feature automatically “spell checks” what the Agent types before a response is sent to the customer; eliminating mistakes that are a reflection of your company.

Co-Browse

Agent can view each page that visitors are currently browsing in real-time, as well as see where they came from and so much more!

Real-time “Who’s On” Monitoring

View live visitors as they browse your website. Get valuable information such as, what page they are viewing, what browser they are using, IP address/host name, visitor time on site, previous visits, previous number of chats, pages visited, virtual earth location view, screen resolution and more! Additionally, you can monitor all live chats on your website as they are occurring.

Page Details / Search Engine Keyword

View the referral page link that directed visitors to your site, every page they have visited on your site, the entry page of each visitor, the current page they are viewing and total number of pages they have visited on your site. You can even view where the visitor was referred from (such as a keyword Google ad or other website) and the keywords used to find you website.

Unanswered Chat Timeout

If a chat goes unanswered after a configured period of time set by you, the visitor will be directed to complete an Offline Message which will be emailed to a specified email address of your choice.

Transfer Chats

Transfer chats at the click of a mouse to operators with the proper skill set to assist the customer. Transfers may be sent across multiple domains and multiple departments from within the Agent interface.

Visitor Ban

If a visitor is harassing your Agents and not actually a customer you can temporarily ban the visitor from starting another chat. You can also release a ban if you selected the wrong visitor to ban.

Pop-Up Windows and Sound Notifications

Agents can have pop-up windows and sounds triggered when certain actions occur. For example, you can enable a notification window to pop up and a ringing bell to sound when a new chat is waiting to be answered.

Hidden Departments

You can setup “hidden” departments (not visible to website visitors) that can only be accessed by Agents. For example, these departments are setup for accessing second or third level support and not openly available to visitors.

Lingering (Archived) Chats

Agents can keep completed chats available without going to chat history and looking it up at a later time. When an Agent is finished with a chat session, it is archived under their operator name.

Agent Generated Dynamic Text Invite

Agents can now send custom text invites to visitors on the site. From the Agent console, simply right click on a visitor and select “Text Invite”, whatever is typed into the dialog box by the operator is sent to the visitor and overlayed onto the customizable invite image. Now you can pop up messages such as “Hi Bob, welcome back!”.

Auto Visitor Invite

This “pro-active” feature allows you to automate/configure a timed chat invite graphic to pop up on a specific page of your website after a designated time. This is great for inviting visitors to chat who linger on a particular page for a while.

Host Name Field displays Friendly Chat Name

If a visitor has previously chatted and they return to the site, the Agent will see their chat name rather than a cryptic host hame, for instance, instead of showing ded-rcautomation.dsl.airstreamcomm.net, the returning visitor would be displayed as “Bob Smith”.

Referrer URL / Search Keywords

See what search engine and keywords your visitors used to find your website.

Agent Initiated Chat

Agent can invite visitors to chat with a click of the mouse. When Agent invites a visitor, an invite graphic will appear on the visitor’s screen.

Managed Chat Queues/Departments

Definable chat queues/departments (ex. Sales, Support, etc.) gives you the ability to assign individual operators to each queue/department. You may also assign a manager to oversee each group.

Microsoft Virtual Earth Tab

This great little feature courtesy of Microsoft, allows you to have a true bird’s eye view of your website visitors physical location. Just too cool and we had to add it!

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