What’s New in Comm100 Live Chat: PCI Form, Credit Card Masking, Operator Chat History and More

March 16th, 2016 | Anna Cheung | News & Updates | Blog Home
comm100 news release

More and more transactions are now made online. According to the 2015 card payments summary produced by the UK Cards Association, online payments account for 21% of the total payments made in UK. And the number is growing.

The online payment process of large scale ecommerce sites such as eBay and Amazon must comply with the PCI DSS (Data Security Standards) rules. That being said, the live chat solutions they choose must also be PCI compliant.

We are receiving more and more similar business requirements from our enterprise customers, which is the main reason why we are now rolling out the PCI form and credit card masking features.

In addition to that, we also want to make your live chat utilization and team management easy and smooth. Such features as Dashboard Real-Time Monitor, Inter- Operator Chats History, Department Transfer, Auto Monitor, and Auto Logout are to enable you to better manage your live chat support team.

Security Related Updates

As mentioned above, we spare no efforts to make sure that your online business is operated in a secure and trusted manner.

  1. PCI Form

    The PCI form allows you to request sensitive data such as credit card number from visitors through the chat window. The form is designed as per PCI DSS compliance rules and is now under PCI compliance review.

    That being said, no sensitive data submitted through the PCI form will be stored in our database and operators can only access the data during the chat session. Once the chat session ends, both operators and visitors cannot get the data. This ensures secure online payment process, which is a significant step in your online business operation.

    pci form - comm100
  2. Credit Card Masking

    When the option is enabled, Comm100 Live Chat will mask the credit card number sent directly through the chat window from visitors to protect their data privacy. In such case, credit card number can be submitted through the PCI form to ensure security when necessary.

    credit card masking - comm100
  3. Improved Password Policy

    The password policy is upgraded to further protect your live chat account and data security. The newly added password rules are:

    • Passwords should not contain username.
    • Admin can set a limit of times an operator changes his/her password within 24 hours.
    • Passwords are not common passwords such as ‘123456’, ‘qwerty’, and ‘password’, etc.
    • Block access to user’s account for 30 minutes after a configured number of tries

Utilization and Management Related Updates

In addition to security, we are continually committed to feature improvement to make sure that both frontline operators and team management can make the most out of our live chat solution. That’s why we have developed the following features to make your live chat support and management easier.

  1. Improved Dashboard Real Time Monitor

    Checking dashboard is the easiest way for supervisors to get a rough idea of how the entire support team is doing. Therefore, we added four separate sections on the dashboard to keep supervisors informed of the current status.

    1. Today’s Chat Overview

      You can gain a real time overview on how many chats are requested, answered, missed, abandoned or transferred to offline messages.

      dashboard chat overview - comm100
    2. Today’s Service Efficiency

      You can now monitor the overall service efficiency in real time. Metrics include average waiting time, average chat duration, average response time and more.

      dashboard service efficiency - comm100
    3. Today’s Operator Performance

      Real time operator performance is also available to help you assess whether your live chat team is properly staffed and you can make timely adjustments where you see fit. The two metrics are:

      1. Chat Unique Rate – This metric helps you understand whether visitors come to chat with your operators multiple times, which is counted as Repeat Chats in our system. You can have a rough idea on your first chat resolution rate. Here is how the result is calculated: Chat Unique Rate = (Total Chats – Repeat Chats)/Total Chats.
      2. Operator Utilization – This metric refers to the percentage of time your available operators are involved in chatting during their logged-in duration.
      dashboard operator performance - comm100
    4. Custom Metrics

      In addition to the above out-of-the-box metrics, you can add custom performance metrics per your own business needs.

      For example, if you categorize each chat by Inquiries, Suggestions, Complaints and Junks through operator wrap-up, then you can monitor the percentage of each category on the dashboard in real time.

      dashboard custom metrics - comm100

      You might want to know more details on how to configure your own custom metrics, here we provide the guidelines and some examples for your reference.

  2. Inter-Operator Chat History

    The history of inter-operator chats is now available for later search and review. You can use multiple filters to search for detailed chat transcripts if necessary.

  3. Chat Transfer to Department
    1. An ongoing chat can be transferred to another department. The transfer notification will be sent to all available operators in the said department and will keep alarming until one operator accepts the transfer.

      dept transfer - comm100
    2. You can search for transferred chats in your chat history by multiple filters. Comprehensive transfer log is also available for future review.

      dept transfer search - comm100
    3. You can gain insights on how many chats are transferred from and to a specific department in a certain period of time so that you can make informed adjustment in your routing strategy.

  4. Automatically Monitor Ongoing and Incoming Chats

    When the option is checked and you are granted the permission, you can monitor all ongoing and new incoming chats automatically without clicking the Monitor button one chat after another. This saves you time and improves your work efficiency.

  5. Auto Logout

    When the option is checked, you will automatically be logged out from Comm100 Live Chat when your mouse and keyboard stay idle for a certain period of time. This ensures that no incoming chat requests will be assigned to you when you are actually not available.

Are any of our new features helpful to your business in particular? We would like to hear your voice. Also, don’t be shy to share with us what features you would like us to provide to help your business grow.

About 

Anna Cheung heads product marketing in Comm100. She spends most of her day in finding ways to have more people benefit from Comm100's products. In her spare time, she likes learning new things and sharing with others. Connect with Anna on LinkedIn.

Related Posts

Free Email Updates

Related Posts

Recent Posts

Follow Us

Free Customer Service Training Course