Digi-Net Groopz 2.0
Online live customer interaction java based server.
By Jon Deragon,
Visca Consulting
Tuesday, October 26, 2003; 3:00pm EST
Many companies have dreamt of one on one communication across the
Internet with their web site visitors that would give their customers
the answers they are looking for, and that warm fuzzy feeling of
interaction with real people. The problem, was the methods of creating
this communication channel. In the past these channels were usually
complicated proprietary software, client browser plug-ins, or
semi-chat rooms that were never really up to the task.
Having live operators ready to answer questions, and proactively
provide assistance to their web site visitors with a software
application that is robust; multi-platform compatible; easily set up
and configured; and uses pre-existing client end technology is now
available. Thanks to Gainesville, Florida based Digi-Net Technologies
company, producer of a product called Groopz 2.0.
It works by having three components exist. A server component that can
reside on a wide range of platforms (Windows 9x/Me/NT/2000, MacOS,
Linux or Solaris), an operator component (as pictured to the left) for
the live operators to manage their in/outgoing calls and simple HTML
modifications to the pages of your web site that you wish to enable
this functionality (typically as many as possible for more depth of
customer information). When a user visits your site, the small Java
applet that is part of those HTML page modifications sees that the
user is viewing the page, sends this fact and other details about the
user back to the server, which in turn updates all the user activity
information on the operators console. The operator console is a
powerful tool that lets you peer into the traffic of your site. Seeing
who is there, how long they have been both on the site and at the
current page they are on, even the path of pages the user has
examined! Additionally, technical information such as browser,
operating system, language, provider address and much more is
available to Groopz operators.
You can click on any of the people who are visiting your site and
create a communication channel or, alternatively, a user can click an
icon which is displayed on the pages having the Groopz HTML
modification and page an operator to talk with them. The icon is smart
enough to know when there are operators able to assist the user, and
display the appropriate status - such as "Click now for a live
operator." or "Our operators are currently not available." (note that
the users are then able to send a direct message to the operator for
when they return). Once a live channel of communication is opened, you
can text based chat with your users in a somewhat chat room, but more
personalized and one on one environment. As you talk, the profile can
be modified with personalizing information such as the users real
name, and a transcript of the conversation is made. All of this is
stored in that users profile, so that when the user returns, you have
complete information and history of the user instantly available to
you. Not only that, but the operator console allows you to go back to
review your history of all conversations made based by web site, date
and user. You also have the ability to enable or disable conversation
encryption at will for privacy and security purposes.
Opening this communication channel has numerous powerful applications
such as live customer service, technical support, online topic advice,
sales and marketing, and the list goes on. Example, you are an online
reseller of computer hardware. You as the operator can create a
channel of communication with any of the users browsing your online
product catalogue, you see they have spent much time looking through
your server hardware section, and ask if they have any questions or
comments about your server product range - opening a dialogue that
could possibly end in a sale of your products, or at least expedite
the process. This is because the user has, 1. Become better informed
of your product through being able to ask the questions that are
relevant to their situation; 2. Had a customer service experience that
will be above and beyond their typical experience and 3. Removes
redundancy in future communications as the operator can refer to user
profile and information already gathered, avoiding customer
frustration. Add to that, the ability to push content to them such as
automated messages, referral to web pages, or even files and you have
an amazing opportunity to really add value to your customers
experience. And say for example you answer the call, but there is
another person in your department or company more qualified to answer
the customers questions? Not a problem, just like a phone exchange,
you can transfer users seamlessly between operators in your company!
An additional feature which can be purchased with Groopz is called
LeadScan. The technology actively monitors and compares user
characteristics and site usage patterns to rules and criteria you
assign. LeadScan then alerts operators visually and audibly to the
presence of users matching these rules, greatly simplifying the
process of finding more "high potential customers".
The software its self, both on the server and client side is a snap to
install. We advise installation of the product version that contains a
JRE (Java Runtime Environment) to simply the installation process.
Both components were installed within a small number of clicks, with
almost no problems. Our only issue was in that the server component by
default has a built in web server, defeating other web servers that
may be running on the server. Once this was disabled, no further
issues arouse. Installation, to configuration, to operation can easily
be accomplished within hours. We were blown away by how fast we could
have such a powerful tool at our disposal, ready and operating with so
little effort or complicated installation procedure. Customization is
quite easy for branding and environment consistency of things like
colours, graphics and icons between the web pages and the Groopz
environment.
Once the software is installed, all that is left is a simple matter of
modifying your HTML pages with a few lines of code (provided on
templates and thoroughly outlined in the accompanying detailed
documentation) and editing the accompanying JavaScript file that helps
the java applet find the server paths, and allows customization of the
Groopz environment for your users. After everything is up and
functional, it is very polite with the system resources. The minimum
hardware specifications couldn't be any easier to meet (233 MHz
Pentium processor, 64MB RAM - we would truly hope your server has at
least those specs by now!). Utilization of server resources is
negligible. Plus it is fault tolerant and scalable across multiple
physical servers for large scale implementations.
Pricing as configured in our review (including the LeadScan
technology) starts at $3,495 per operator seat, plus 25% total cost
annually for a service package that encompasses full technical support
and software upgrades (which the server can be configured to do
automatically). A hosted version of the service is also available from
Digi-Net starting at $199 monthly with a 25% overall cost additional
startup fee. Discount pricing is available for educational, non-profit
and government customers.
Groopz 2.0 will stun you with its diversity of features and usability,
while leaving you with lots of time to try them out after its quick
and painless installation. For more information on this product,
pricing, requirements or features the people at Digi-Net would be more
than happy to assist you. Our past and current dealings with Digi-Net
have proved to be excellent in customer service, answering all of your
sales and technical questions.
About The Author
Jon Deragon is president and founder of Visca Consulting, a firm
specializing in web site design, development and usability for
businesses of all sizes. His many years in the technology industry has
enabled him to write quality, in-depth product reviews to assist
businesses make more informed technology purchases. He welcomes any
questions or comments you may have regarding his company's services,
this review or interest in having your company's products reviewed.
info@viscaconsulting.com
http://www.viscaconsulting.com/
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