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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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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 in addition to the traditional ones. iCarol makes it easy to get started!

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Live Chat and Texting/SMS

For people who are more comfortable with typing than with talking on the phone, they can initiate a Live Chat session with your counselors from your public website, or they can text into your center from their mobile phone. Either way, your counselors, volunteers, and staff respond to them from within iCarol, using the same tools and information they would use on phone calls.

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multiple portals

Offer multiple different Chat/SMS services

Many of our customers don’t just have one Live Chat and SMS service — they have several, such as one focused on teens, another on domestic violence, and another for problem gambling. With iCarol it is easy to tailor different chat “portals” to serve each population differently.

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geographic restriction chat

Geographic Restrictions

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

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standard messages

Standardized Messages

Set up customized common messages, such as a standard initial greeting or “goodbye” message, so that your staff can save time and easily insert them into chat conversations.

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chat network

Form a network of multiple partner centers

Join or create statewide, regional, and national chat or text networks.

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pre and post survey

Pre- and post-chat surveys

Before your clients begin their Live Chat or SMS/Texting conversation, they can be asked to provide basic demographics, information about why they’re seeking help, or whatever else you may need to know. And after the conversation you can ask more questions to gauge your impact and customer satisfaction.

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resource search during chat

Make referrals from your resource database

If you maintain a referral database in iCarol, that database is readily available for your Live Chat and SMS/Texting counselors to direct clients to services that can help them.

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outbound SMS

Outbound SMS

Use SMS/Text messages to follow-up with clients or send shift reminders and other notifications to your staff and volunteers.

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workflow

Follow a similar workflow, regardless of communication channel

It shouldn’t matter what communication channel someone uses to contact you, having a similar workflow streamlines your process, makes training easier, and saves time. All of their interactions with your center — phone, live chat, texting, or public intakes — 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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futures-home

Display 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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supervision silent monitoring

Supervision and 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

ContactLifeline
Wilmington, Delaware, USA
"iCarol is particularly robust and user friendly." - Elizabeth M, Assistant Director

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