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  • iCarol Software Features

    Live Chat and Texting

    Offer your service the way it's expected by adding live chat and texting- fully integrated within your iCarol system you will benefit from the robust security and reporting.

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Home  |  Software Features  |  Live Chat and Texting

Live Chat and Texting

For a variety of reasons — Privacy, personal preference, convenience, culture, availability of technology — people are abandoning the phone call in favor of typed communication like texting or engaging in a live chat over the web. If you want stay relevant and reach everyone in need of help, you must offer your services over these new channels. iCarol makes it easy to get started.

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Live Chat and Texting/SMS

For clients who are more comfortable with typing than with talking on the phone, they can inititate a typed conversation with your conselors from your public website, or they can text into your center from their mobile phone. Either way, your counselors respond to them from within iCarol, using the same tools and information they would use on phone calls.

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Offer multiple different live chat / texting services

Many of our clients don’t just have one live chat and texting service – they have several, such as one focused on teens, another on domestic violence, and another for compulsive gambling. With iCarol it is easy to tailor different chat “portals” to serve these people differently.

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Geographic Restrictions

Limit your live chat and texting service to just the geographical areas that you serve.

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Standardized Messages

Set up customized common messages so that your staff can easily insert them into chat conversations by selecting one of the standard messages you have created.

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Form a network of multiple partner centers

Many of our clients band together to offer extended hours and more available counselors to the public.

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Pre- and post-chat surveys

When your clients initiate a live chat or texting conversation, they can be asked to provide more information about why they’re seeking help. And at the end of the conversation they can be asked post-chat questions to see what impact your counselor had on them.

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Make referrals from your resource database

If you’ve imported and maintained a referral database in iCarol that you use for phone callers, that is readily available for your live chat and texting counselors to help your clients find specialized services.

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Outbound Text/SMS

Use text messages to follow-up with clients and for sending reminders or other notifications to your staff and volunteers – this channel of communication is increasing in terms of efficiency, as people check emails less frequently.

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Log all interactions in the same way you log your calls

It shouldn’t matter what communication channel someone uses to contact your help line. All of their interactions with your center – phone, live chat and texting – are stored in one common place in iCarol, making it easy for you to find, manage and report upon the work your people are doing.

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Visitors see your real-time availability

Visitors to your public website can see when you are online, and initiate a chat session when you are.

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Silent Monitoring

Allow a supervisor or admin to join a chat conversation without being detected by the counselor or visitor for easy supervision, training and counselor support without disrupting the conversation.

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Testimonials

Crisis Center / 2-1-1 of Tampa Bay
Florida, USA
"Our experiences with iCarol have been outstanding and we highly recommend iCarol." - Debra H, Director

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