customer service software | web help desk software

Powerful features that set Omnistar Live apart from the competition.

Provide Real-Time Live Chat: Conduct real-time chat conversations with visitors to your site. An icon will show potential customers if your staff is available for request support.
Support Your Users via Web Ticket: Allow users to submit web-based requests, which is then stored in a centrally-located administrative area. Staff members are also notified of incoming requests via email.
Create Tickets From Emails: Automatically extract a sender's email address and support request into a web-based ticket request.
Create Knowledge Base For Users and Staff: Create a knowledge base of various articles which contain solutions to common problems. The area can be available to all users or designated as internal-only or password-protected.

Effective customer service support for your clients and staff.

Instant Customer Feedback: Get instant feedback from your customers with user surveys, knowledge base ratings, and staff ratings.
Intuitive Troubleshooter: Provide your users with an intuitive troubleshooter which guides them through a series of questions to solve common issues.
Built-In Document Manager: Use the built-in document manager to easily upload and distribute documents to your customers and staff.
Staff Calendar: Ensure that your staff is on the same page with a group calendar, which holds contacts and tasks.
Announcements: Use your customer service support pages to keep your customers informed of product releases, upcoming events, deadlines and more.
Live Chat Request: In addition to customers requesting live chat with your staff, you staff can also request to have a conversation with your web site visitors.

At Omnistar, we provide 24/7 support to insure that all of our clients receive the best support.

Helpdesk ticket: Support issues can be reported via the helpdesk that will then immediately notify us.
Knowledge Base: Access in-depth articles about using the product and other support related issues.
Telephone: After your ticket has been submitted and you get a response, you may call if you have additional questions.
Support Videos: Access detailed support videos that step you through the main features of the software so that you see exactly what to do.

Track usage of your customer support and all of its users.

Web Site Traffic: Track which search engine or web sites your site visitors are coming from and the key words used to reach your site in real time in the chat monitor window.
Help Desk Summary Reports: View a summary of all actions completed by your help desk, including a performance report based on ticket turnaround time.
Staff Reports: View reports for each individual staff member, detailing tickets worked on and actions completed.
Advanced Reporting: Access to detail reports that include: web site traffic, referrers, user details, staff reports, visitor transcripts, user chat reports, staff events, knowledge base reports, survey reports and more.

Manage the system from a user friendly web administrative interface.

Manage Users and Staff Accounts: You can easily manage and setup user and staff accounts from the administrative control panel.
Interface Customization: You can customize the look and feel of the entire user interface with your own layout and graphics.
Manage Notifications: Set notifications for staff members when new tickets are submitted or changed.
Compatible with most web browsers: The administrative control panel can be accessed using any of the latest web browsers including IE, Firefox, Safari and Google Chrome.

Omnistar Live