FootPrints 4.5 now includes text chat and enables customers to search a Web page with answers to frequently-asked questions. You can use FootPrints to view a history of customers' e-mail and text chat messages with their completed trouble tickets, and you can generate reports like the number of cases that each agent resolved or still needs to handle. Customers use FootPrints 4.5's Instant Talk module to initiate text chat sessions with agents. Instant Talk opens a pop-up window in a separate browser that displays a list of available agents. Customers click on agents' names to request help from them.
Agents can then respond to text chat requests, as pictured here.
When customers view pages with answers to frequently-asked questions, they can check a box next to each answer to indicate that it is helpful. Answers that customers rate highly appear at the top of the list. The Instant Escalation module notifies the most qualified agents about trouble tickets by sending them e-mail messages or by paging them. FootPrints also lets agents take control of customers' computers that run Windows, Macintosh, Unix or Linux operating systems. You can customize the appearance of FootPrints so that it resembles other pages on your company's Web site.