Akeni Help Desk Assistant is a text messaging system that allows
visitors to your web site to communicate with sales people
and support staff using a web browser in real time.
There is no need to install any IM software or Java/Active-X plugins
for your customers.
The system comes with a built-in load-balancing queue that distributes the support sessions to the operators automatically.
You can download a trial version of
the software here.
You can also try out our online demo
We also offer a version of the software that is compatible with any
compliant Jabber/XMPP server.
Benefits of Web Based Live Help
Your sales people and support staff can handle
multiple customers with greater ease and efficiency than with a phone,
which results in increased productivity and reduced staff cost.
Since your customers are contacting you through the Internet,
there is no long-distance phone charge for either party.
Unlike email based support, the interaction occurs in real time between
the operator and the customer, so it can not get lost or delayed.
This will lead to more sales and greater customer satisfaction.
Unlike phone support, the customers can continue to work on their computer
while waiting in line for the next available operator.
This is more efficient for both parties.
Keep Session Records:
Both the customers and the operator can save and print the live help
transcripts for future references.
Team Based Support:
Better Collaboration among team members is possible through Akeni Help Desk
Assistant since operators can "invite" another operator or
a supervisor to join a live help
session whenever they need assistance from another team member to answer a
question. This feature also allows one operator to transfer a support
session to another operator.
You can build a searchable knowledge base using the system's built in
You can monitor and track visitors to your web site in real time.
You can see their IP address, the page they are currently on, where they
came from, how many pages they have visited, the amount of time spent
on your web site, and more, all in real time.
You can prepare "quick phrases", which are canned replies to
commonly asked questions. This way you don't need to re-type them
which saves time.
Operators can also perform "URL push" to direct visitor to
the web pages that contains the information they are seeking.
What Makes Us Better
The web based live help window can be customized to fit the style of your web site. The live help button
can be customzed as well.
The operators use a feature rich Windows application instead of a slower,
more cumbersome web based interface. This allows operators to handle
multiple visitors efficiently and easily. Message sent by the
visitor will be seen by the operator immediately without the annoying
delay inherent in web based applications.
There is also an equivalent version available for Linux.
Optional Web Based Interface:
The sytem includes a web based interface that can be used anywhere there is access to a standard browser. With it your sales representatives
can keep in touch with the customers using any computer that has
a modern web browser when they are away from the office.
All sessions are stored in a database so that one can easily recall
past conversation with a customer by searching the database using keywords.
The system is full Unicode enabled to support all languages.
The applications interface has already been translated into many languages.
You can setup the system so that visitor can choose the language they wish to use.
The operator side software can be installed in less than
five minutes. All the required software is included in a small 3.3 MB
download, and you don't need administrator privileges to
install it. Many of our competitors will require you to install
complicated systems that requires .NET, Java, Apache, IIS, MySQL, PHP, etc.
Your customers can use almost any web browser to contact you,
they won't need to install Java, Flash, or Active-X plug-ins.