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Leverage Site Traffic With Live Help
Interactive helpdesk & e-commerce software features include live chat assistance and filtering functionality.
Widely regarded as one of the leading e-commerce and customer service solutions in the industry, Groopz continues to pave the way by introducing features designed to enhance the online experience while improving customer acquisition and retention rates. The Groopz feature set easily lends itself to power a company's online sales efforts and customer service department.
Take a moment to review detailed feature information regarding Groopz v2.2 below. We highly recommend that you start out with our Interactive Flash Tour.
Full Feature Set
Live Customer Assistance
At any time, a site visitor can request live customer service. Once a request for assistance is issued, Groopz determines which operator should be paged and a text chat is initiated.
Proactively Contact Site Visitors
Arguably the most powerful feature of Groopz is that it allows your company representative to contact any visitor currently on your website. Simply select the customer in the Groopz interface, offer a Digital Handshake and engage the visitor through a text chat dialog.
Through real-time interaction and observation, a salesperson can learn about a prospect's interest, personalize the sales approach and take an active role in influencing the purchasing decision. The customer's confidence is enhanced and the likelihood they will shop at that eStore in the future is greatly increased.
LeadScan™
Groopz provides the ability for each representative to apply LeadScan™ filters to the entire site population. These filters are applied to each site visitor to determine if they meet certain criteria. These criteria may include such specifics as information from a visitor's profile, length of time spent on a page, certain pages visited, a set of pages visited plus many, many more. These filters may be applied individually or in tandem to completely customize your prospecting efforts online.
LeadScan is an important breakthrough for the online representative in that it allows for targeted and more efficient use of sales resources. By determining the characteristics of your ideal customer, and configuring LeadScan to identify those characteristics in your site visitors, you are assured of focusing your proactive sales efforts on those prospects most receptive to your sales message.
Call Transfer
A company rep can transfer a discussion to another available rep. This is invaluable when dealing with larger product offerings where certain reps may be more versed than others and sales collaboration may be necessary. The transcript of the conversation can also be transferred.
Referral Information
The company rep may access the URL of the last page visited before coming to the Groopz enabled site. This can help operators target their welcome message better and see, in real time, where Web traffic is coming from.
Path Records
Groopz can easily track and record the path taken by any user through your site, which provides the rep with precious insight into the customer's needs and interests.
Push Content to Visitors
The rep has the power to push any web-accessible content to the client. This can include text, music, images, videos, documents, applications, files or full HTML pages.
Profile Edit/Custom Profile Fields
A site administrator can define a set of profile fields, which can be completed for each visitor engaged and then saved for future reference. Customizable fields include e-mail, phone, location, site path, operating system, etc.
Intelligent Call Routing
Each page within your site may be assigned to any number of groups. Each rep may declare themselves a member of a group. If a Web visitor on a page that belongs to group X requests help, then his/her call will be routed in priority only to those reps that have declared themselves part of that group. This becomes important when, for example, you have both sales reps and technical support personnel. You would not want your sales reps handling customer support calls and your technical wizards trying to sell online. Groopz can sort it out for you!
Permanent Profile Storage
The profile of each user can be stored in one of two ways. Groopz can integrate seamlessly with virtually any database application available or it can store the data internally.
Secure Chat
An internal encryption algorithm scrambles each Groopz message. If a higher level of security is needed, Groopz users can run their servers using the HTTP Tunneling feature behind a secure SSL Web server. This will provide full 128-bit encryption.
Real-Time Chat Monitoring
With sufficient privileges, a Groopz administrator can monitor conversations for any given rep. This means that you will see all the exchanges currently taking place between the selected rep and the customer, which is important for training and quality assurance purposes.
Personal Transcripts Access
Through the Groopz interface, each rep has the ability to review his/her chat transcripts. This feature is useful for a rep trying to recall important contact info or commitments made to any given visitor.
Administrative Transcripts Monitoring
With sufficient privileges, a Groopz administrator can access transcripts for ALL operators. This feature is useful to monitor 'offline' how your reps are really doing!
Leave a Message
If there is not an operator available when visiting a Web site, the customer is given the opportunity to leave an e-mail message.
Scalable, Fault Tolerant Distributed Server
The Groopz server supports distribution across physical machines, which allows the administrator of the Groopz server to spread the load of one domain and substantially increase scalability and integrity.
Frequently Used Responses
In certain circumstances, a rep may find themselves answering similar questions again and again. Groopz gives the rep the ability to input "canned" responses to supplement personal replies and streamline handling multiple customers simultaneously.
Multiple Server Monitoring
A single rep may monitor several sites simultaneously. This allows a small team to serve multiple sites at the same time.
Automatic Software Updates
Each time it is started, Groopz contacts the Update Server to check for an updated version. If there is and if the user authorizes it, the application will download itself and commence with an upgrade automatically.
Customizable Interface Skins
You've undoubtedly spent a great deal of time and money in the appearance of your website and e-store. The Groopz interface can be completely customized to match the look and feel of your site. Everything from the colors, backgrounds, icons, sounds and images can be modified so that Groopz integrates seamlessly into your site design.
Professional Services
In order to further customize Groopz to blend into your current Web presence, Digi-Net has created a Professional Services Division. It is designed to offer clients a unique blend of custom development and consultative services ensuring that clients are able to execute a successful implementation strategy for Digi-Net's community building and e-commerce technologies.
If you have an idea of a feature for Groopz, we would love to hear about it!
