HelpOnClick

Agent Scheduling

Agent Scheduling in HelpOnClick enables managers to effectively allocate live chat agents based on demand patterns and business hours. This feature optimizes agent availability, prevents overlap, and ensures timely customer support. It helps maintain balanced workloads, improves response efficiency, and ensures that adequate support coverage is maintained at all times. Integrated calendars and shift planning tools facilitate better team coordination, resulting in enhanced service consistency and improved customer satisfaction levels.

Alerts (Escalation)

Alerts (Escalation) in HelpOnClick automatically notify supervisors or higher-level agents when a chat is unresolved within a defined time or meets specific criteria. This system ensures prompt attention to urgent or sensitive issues, reducing customer wait time. Escalation rules can be customized to suit operational workflows, improving issue resolution rates. By enabling proactive intervention, HelpOnClick helps businesses maintain service quality and reinforces accountability among support staff.

Automated Routing

Automated Routing in HelpOnClick intelligently directs incoming chat requests to the most suitable available agent based on criteria such as department, language, or agent workload. This feature minimizes customer wait time and ensures each query is handled by the right expert. HelpOnClick's routing logic enhances operational efficiency, improves first contact resolution, and contributes to a seamless customer experience by aligning user needs with agent capabilities in real time.

Co-Browsing

Co-Browsing in HelpOnClick allows support agents to view and interact with a customer’s web browser in real time, offering immediate, hands-on assistance during live chat sessions. This secure, permission-based feature enables faster troubleshooting by guiding users visually through complex processes. It eliminates confusion from written instructions and enhances the support experience. HelpOnClick’s Co-Browsing improves customer satisfaction, reduces resolution times, and is particularly useful for technical support and onboarding.

Contract (SLA Management)

Contract (SLA Management) in HelpOnClick tracks and enforces service-level agreements (SLAs) by monitoring response and resolution times against predefined targets. It helps organizations remain compliant with customer commitments while identifying service bottlenecks. Automated notifications and performance metrics ensure accountability. SLA adherence boosts customer trust and helps maintain service standards. HelpOnClick provides detailed reports and alerts, supporting better decision-making and continuous improvement in customer service operations.

Customizable Branding

Customizable Branding in HelpOnClick allows businesses to tailor the appearance of their live chat widget and support interface to align with their unique visual identity. This includes logos, colors, chat button styles, and agent avatars. By reflecting the company’s branding, it creates a cohesive and professional customer experience. HelpOnClick helps strengthen brand recognition and trust while enabling a seamless transition between the company website and the live chat support interface.

Document Storage

Document Storage in HelpOnClick allows agents to upload, store, and share essential files directly through the live chat interface. This feature supports efficient information delivery during support sessions, enabling faster resolutions. Documents such as FAQs, product manuals, or onboarding guides can be accessed instantly. Secure storage and organized file management enhance agent productivity and customer satisfaction. HelpOnClick ensures shared content is always relevant, current, and easily retrievable when needed.

Incident Management

Incident Management in HelpOnClick tracks and resolves customer-reported issues systematically through chat-based interactions. Each reported incident is logged, categorized, and monitored for timely resolution, ensuring no customer concern is overlooked. Integrated tools help prioritize, assign, and escalate incidents based on urgency. HelpOnClick enhances visibility into support performance and enables data-driven improvements. This feature ensures consistent resolution workflows, fostering improved reliability and trust in the support process.

Knowledge Base

The Knowledge Base in HelpOnClick serves as a centralized repository of articles, guides, and solutions that assist both agents and customers during live chat sessions. It empowers users to find quick answers to common questions without agent involvement, promoting self-service. For agents, it provides instant access to accurate information, improving response speed. HelpOnClick’s searchable and easily updated Knowledge Base enhances support efficiency, reduces resolution times, and boosts customer satisfaction.

Knowledge Database

The Knowledge Database in HelpOnClick functions as the backend system that stores structured support content accessible via the live chat interface. Unlike public-facing knowledge bases, this internal tool is tailored for agent use, ensuring accurate, consistent responses. It organizes information by category and relevance, enabling agents to retrieve answers quickly. HelpOnClick’s robust knowledge architecture minimizes training time, increases first-contact resolution, and supports high-quality interactions across all customer inquiries.

Known Issue Management

Known Issue Management in HelpOnClick helps support teams track and communicate recurring or unresolved issues to customers during live chat sessions. Agents can reference and share real-time updates or workarounds, reducing repetitive explanations and frustration. This feature ensures transparency and builds trust by acknowledging existing problems proactively. HelpOnClick also supports internal tracking, enabling timely resolutions and informed follow-ups, while minimizing support duplication and improving overall service efficiency and communication consistency.

Live Chat

Live Chat in HelpOnClick offers real-time communication between businesses and customers directly on their website. This feature provides instant support, improves user engagement, and reduces response time compared to traditional channels. Agents can manage multiple chats simultaneously, with conversation history available for context. HelpOnClick’s Live Chat enhances customer satisfaction, boosts conversion rates, and fosters stronger relationships by making expert assistance immediately available when and where customers need it most.

Macros (Templated Responses)

Macros in HelpOnClick allow agents to use prewritten, templated responses for frequently asked questions during live chat sessions. These predefined replies increase efficiency, ensure consistency, and reduce typing time, especially during high-volume interactions. Agents can personalize macros before sending for a more human touch. HelpOnClick enables easy creation and management of macros, helping maintain accuracy and speed while reducing repetitive work, ultimately enhancing both agent productivity and customer experience.

Multi-Channel Communication

Multi-Channel Communication in HelpOnClick centralizes customer interactions across various platforms—such as web chat, email, and social media—into a unified interface. This integration enables agents to manage conversations seamlessly, regardless of the customer’s preferred channel. It prevents message fragmentation and ensures consistent support experiences. HelpOnClick helps businesses provide flexible, responsive service, streamlining communication workflows while improving customer satisfaction and agent collaboration across all communication points in real-time.

Offline Form

Offline Form in HelpOnClick captures visitor inquiries when agents are unavailable or outside working hours. This feature ensures no communication opportunity is lost, allowing users to submit messages or support requests that can be addressed later. The form collects essential contact and issue details, which are queued for follow-up. HelpOnClick’s Offline Form provides a seamless user experience around the clock, supporting continuous engagement even when live support is not online.

Shortcut Messages

Shortcut Messages in HelpOnClick allow agents to quickly insert commonly used phrases or responses into chats using keyboard shortcuts or commands. These customizable shortcuts improve response times and standardize communication across teams. Agents can maintain quality and speed during busy periods without sacrificing personalization. HelpOnClick’s Shortcut Messages feature supports consistent messaging, minimizes typing errors, and contributes to an efficient and professional live chat experience for both support teams and customers.

Surveys & Feedback

Surveys & Feedback in HelpOnClick enable businesses to collect post-chat ratings and customer insights immediately after interactions. This feature helps gauge support quality, identify agent performance trends, and uncover areas for improvement. Surveys can be customized to specific objectives, ensuring relevant data collection. HelpOnClick facilitates a continuous feedback loop, empowering organizations to refine service strategies, enhance agent training, and maintain high customer satisfaction through actionable, real-time user feedback.

Ticket Management

Ticket Management in HelpOnClick converts customer chats and inquiries into manageable support tickets. These tickets can be tracked, prioritized, assigned, and resolved efficiently within the system. Agents and managers can monitor status, deadlines, and performance metrics for better accountability. HelpOnClick ensures that no request is lost and that follow-up is consistent. This systematized approach enhances organization, improves resolution times, and supports high-quality service through structured and traceable support processes.

Transfers

Transfers in HelpOnClick allow agents to seamlessly hand off live chat conversations to other agents or departments when necessary. This ensures customers are always speaking with the most qualified individual to resolve their issue. Transfers include chat history, ensuring context is retained. HelpOnClick’s transfer feature supports collaboration, minimizes customer frustration, and maintains service continuity by facilitating smooth internal communication and intelligent routing throughout the support process.

Visitor Targeting

Visitor Targeting in HelpOnClick identifies and engages website visitors based on behavior, location, time on site, or referral source. This feature enables proactive chat invitations, tailored messaging, and improved conversion strategies. It helps support teams prioritize high-value users and personalize interactions. HelpOnClick’s Visitor Targeting drives engagement, reduces bounce rates, and supports marketing and sales goals by delivering the right message to the right visitor at the right time.