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This tool enables contacts to view information about a visitor in
the conversation window, providing the contacts with greater
information about each person they're speaking to. Because contacts
don't have to ask the visitor as many questions in order to help them,
this saves time on basic questions and improves service.
Visitor
information can be drawn from any number of sources such as databases
from other applications, a form that the visitor fills out prior to
initiating a conversation, or from a history of the pages a visitor's
has seen on your site.
Drawing Information From Other Applications
Since InstantRapport is built to play well with others, it
can draw information from other systems or databases that you currently
use, such as portal or billing systems. The
latter example, tying into billing systems, would be particularly
helpful if contacts address many questions about billing. The contact
would have a visitor's relevant information immediately at hand in the
conversation window. In the case of financial information,
InstantRapport's security controls would be a must.
InstantRapport
can access information from a huge range of applications. When setting
up InstantRapport, Leepfrog will work with contacts to determine what
sorts of questions contacts would be answering and what information
would best help them serve visitors. It is most likely that your
institution has databases that InstantRapport can use to fill this need.
Gathering Visitor Information Prior to a Conversation
In
many cases, IM conversations will come from brand new visitors, and you
don't have any information about them on any databases. So it may be
beneficial to both the visitor and the contact to get some information
from the visitor prior to a conversation. InstantRapport can be
set up to offer visitors a questionnaire when they initiate a
conversation with a contact, going through the general questions a
contact would have to ask anyway in order to serve the visitor.
Displaying a Visitor's Recent Browser History
A
contact can tell a lot about the sort of information a visitor is
looking for based on where he or she went prior to the conversation, or
what page he or she was on when initiating the conversation.
InstantRapport can access this information and display it in the
conversation window for the contact to review.
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