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Meet your website visitors face-to-face, via your own website and interactive kiosks

Attended By Humans

The very first application that combines fully automatic video-service with live video connections.

  1. Live video communication from your own website. Without changing it. One line of code suffices
  2. Fully automatic ‘human’ website presence. 24/7
  3. No software download needed : works from the native browser. At the highest security.
Your existing website can become a lot more than an electronic tool. Without having to change it : one line of code suffices. Your site becomes a meeting place and communication platform offering the ultimate User Experience and the best possible business interaction. People buy from people.

Take the step beyond 2.0 and have your website ‘attended by humans’.

When the website visitor clicks the button on your website, a number of things can happen, depending on your choice. An instant, live video chat connection can be established, either directly with one specific agent or the video call can be routed to the most suitable agent. In this case, the call follows the pre-defined route that you have set. Or you can opt for a text-chat session first. In this case, the agent will interact by text-chat with the website visitor whereby the agent has the option - at any time during the text chat session - to 'upgrade' the text chat into a video chat. It suffices for the agent to click one button - and for the website visitor to agree - to establish the video chat. Also the text chat can follow the pre-defined routing plan (i.e. to connect with the most suitable agent; depending on the choices and actions of the website visitor).

Both during the text chat call and during the video chat call, the agent can activate the 'co browsing' function whereby the agent (following explicit permission of the website visitor) can provide visual indications on the screen of the website visitor (pointing areas, submission fields, etc...) while still talking (audio) with the visitor. It is important to note that the agent only has access to the screen of the website visitor and not to the actual computer or hard-disc. In other words, the agent can show but cannot enter or access data or make changes. This safe feature is very convenient and powerfull for agents who need to guide visitors. This enhances the user experience formidably because the website visitor can be assisted by a real person throughout every step of the process; also the unexperienced website users. Needless to say that this feature not only improves the level of service but it also increases conversion and reduces bounces.



The Human Avatar™ communicates fully automatically with your website visitor. The intelligent video-program interacts naturally with the user. The Avatar - who services the customer in the language of choice- can be programmed to get access to data-bases and ICT systems and can be instructed to deal with many contingencies. Live data can be provided, captured and processed. The Avatar is flexible to be programmed to be integrated into your specific business processes and it minimizes the necessity of human involvement.

For complex or sensitive situations - or for those cases where you prefer real human contact with the customer - the Avatar establishes a live connection with your most suitable co-worker ; who could be in a any location and who does not need any special equipment or software. If your co-worker is not available at that time, the Avatar will deal with this appropriately and capture the contact details of the website visitor.

The balanced combination of the automatic Human Avatar and the Live Video Communication with your co-workers, guarantees the best customer service.

Business Applications

Compelling Business applications include Customer Support, Sales, Training, Promotion, Demonstrations, Satisfaction Surveys, Market Research, Recruitment & Selection.

Services & Features

There are 4 types of services to choose from.

BASIC The Human Avatar™ welcomes the website visitor, provides information, captures contact details and informs you about the encounters.

STANDARD The website visitor pushes a button on your website and is connected - in high quality video - with one of your co-workers. The button appears only when your co-worker is available. Your co-workers needs only a PC. Full data collaboration and file transfers.

ADVANCED The Human Avatar™ and members of your staff, work side by side to assist the customer. While 80% of the customer interaction is fully automatic, the remaining 20% is handled live by your co-workers, who could be in any location and who do not need software.

SUPREME This top-of- the-line service gives you all the features of the ADVANCED service but is highly customized and integrated with your business processes, databases, ICT systems such as ERP, CRM, CMS, etc…



For detailed features, see the table below.

Attended by Humans
FEATURES
1. LIVE video connection with remote person ('agent')        
During the live video connection :        
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CUSTOMIZED        
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Reporting

Detailed cloud-reports are available to provide you with the statistical data and business intelligence of what expired on your website. Thanks to the .csv outputs, you can create your own Excell reports and graphs as you deem fit. This enables you to continuously improve your service level and to streamline your business processes.

Security

Security and integrity of data is at the very top of the list of our technical features and is of great importance to us. The communication is encrypted and additional security measures are taken. A detailed whitepaper describing these security measures and techniques is available upon request, subject to an NDA. To protect yourself and to ensure the right level of security, we do not offer these services for http:// websites but only for https:// If you currently do not have this technology and certification, our consultants will be happy to assist you with putting this in place.

Pricing

Business Rational

Four compelling business reasons to use Attended by Humans

Excel in service

Your website comes to life and becomes truly...
attended by real people.
Be available for your customers when it matters.
Excellence in online customer support!


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Convert visitors into buyers

Attended By Humans MAXIMISES the conversion rate
1. It minimizes bounce rate by direct, human contact.
2. It increases quality of online customer support. In real-time.
3. And enables you to grasp every sales opportunity by getting personal, face to face.


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Increase sales

'Attended by Humans' increases the chances that a visitor 'landing on your web-page' will actually place the order.

By providing the exact information at the right time to the right person and by helping the customer actually placing the order, you have the perfect opportunity to increase your sales.

You are meeting face to face with your customer at a time when they are in need of your product or service! There is NO better time to close the sale!


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Improve productivity

The reporting module of the system will provide you with detailed statistics on what went on:

Who asked what and when to whom? How long did it take? Was the customer satisfied with your level of service? What is the occupancy of your co-workers? Which questions were raised? What is the distribution of the customer requests throughout the day, week, month or year? How long did your customers have to wait? What is the utilization rate of the equipment? etc...

This information can be retrieved from the system at any time.

Thanks to this valuable insight, you have a powerful lever to improve your operational and sales process continuously by re-shaping and remapping your routing plans and streamlining your operations. Based on facts and figures.

The ability to use pre-recorded content as answers to F.A.Q. offers you the possibility and flexibility to automate some of the questions in order to relieve your back office agents, while improving the perceived level of service of your customers.

In short: the system provides very tight management control based on statistical business facts. It enables you to balance the requests from your customers with your available resources.


More information


Demonstration

Watch this video to view a simulation of how it works and to get a feel of what your customer will experience; after pushing the button on your website.

DEMONSTRATION


For a real, live demo please submit your details. We will contact you within 24 hours. Yes I am interested in a LIVE DEMO

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Teleportel Europe N.V. Photo Gallery
We custom-build since 2001
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