Eltropy Features
Platform (6)
Mobile User Support
Allows software to be easily used on multiple mobile devices include phone and tablet devices. 11 reviewers of Eltropy have provided feedback on this feature.
Customization
As reported in 14 Eltropy reviews. Allows users to customize chat colors, text, logos, and branding.
User, Role, and Access Management
Based on 11 Eltropy reviews. Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.
Integration
Integrates with other customer service software to improve support and enhance functionality 11 reviewers of Eltropy have provided feedback on this feature.
Reporting
Provides analytics tools that reveal important business metrics and track progress 11 reviewers of Eltropy have provided feedback on this feature.
Dashboards
Displays important metrics relating to performance This feature was mentioned in 10 Eltropy reviews.
Ticket and Case Management (8)
Ticket Creation User Experience
User Experience of creating and submitting a ticket This feature was mentioned in 12 Eltropy reviews.
Ticket Response User Experience
User Experience of responding and receiving a response 12 reviewers of Eltropy have provided feedback on this feature.
Workflow
As reported in 12 Eltropy reviews. Route tickets based on values of fields, changes to ticket status and time based conditions
Automated Response
Based on 12 Eltropy reviews. Respond to common requests with standard reply
SLA Management
Offers tools for managing and tracking service-level agreements (SLAs) 11 reviewers of Eltropy have provided feedback on this feature.
Attachments/Screencasts
As reported in 11 Eltropy reviews. Documents and files can be attached to the ticket to communicate with customer issues/resolutions
Ticket Collaboration
Based on 11 Eltropy reviews. Share and collaborate on tickets with multiple customer service representatives
Customer/Contact Database
Based on 11 Eltropy reviews. Central repository for account and contact information
Communication Channels (5)
Customer Portal
Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents 11 reviewers of Eltropy have provided feedback on this feature.
Email to Case
As reported in 11 Eltropy reviews. Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket
Live Chat Support
Ability for customer service agents to communicate with customers via live chat to solve problems live This feature was mentioned in 10 Eltropy reviews.
Social Media Integration
Based on 11 Eltropy reviews. Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks
Voice
Make and receive calls directly in the application. Track and record calls for analysis. This feature was mentioned in 11 Eltropy reviews.
Self-Service Experience (5)
Knowledge Base
Provides a repository of information that can be used by those seeking support. This feature was mentioned in 10 Eltropy reviews.
Searchable Articles
As reported in 10 Eltropy reviews. Makes articles in the knowledge base searchable on the web.
Community Forums
Based on 10 Eltropy reviews. Enables users to engage with other users to solve common issues.
Mobile Optimization
Optimizes the customer self-service experience on mobile devices 10 reviewers of Eltropy have provided feedback on this feature.
Personalization
Gives the user targeted, personalized results based on their activity or preferences 10 reviewers of Eltropy have provided feedback on this feature.
Self-Service Platform (4)
Branding
As reported in 10 Eltropy reviews. Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc.
Automation
As reported in 10 Eltropy reviews. Automates some or all operation related tasks
Artificial Intelligence
As reported in 10 Eltropy reviews. Utilizes artificial intelligence to improve workflows or customer experiences
Integrations
Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools 10 reviewers of Eltropy have provided feedback on this feature.
Communication (5)
Pop-up Chat
Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.
Notifications
Delivers notifications to both sides of the conversation.
Targeted Emails
Sends automated emails to further engage clients and potential clients.
In-App Messaging
Allows for live chat to be enabled within the app for customer help.
Co-Browsing
Allows agents to join a customer's browser session and navigate through the website with them.
Internal Use (6)
Customization
Allows users to customize chat colors, text, logos, and branding. This feature was mentioned in 14 Eltropy reviews.
Conversation Archiving
Archives conversations in a separate location for later reference.
Lead Development
Enables employees to denote potential customers.
Knowledge Base
Establishes a knowledge base for employee reference during conversations.
Team Inbox
Provides a central location for help requests, helping employees respond sooner.
Customer Profiles
Allows for the creation of profiles for contacts and customers.
Administration (3)
Access Control
As reported in 11 Eltropy reviews. Provides permssion for access control of user's web browser
Web Page Navigation
Allows agents to navigate through web pages by swapping or shifting pages on user's behalf 11 reviewers of Eltropy have provided feedback on this feature.
Real Time Assistance
Provides real time assitance across web and mobile 11 reviewers of Eltropy have provided feedback on this feature.
Security (2)
Data Security
Provides high-level security during co-browsing sessions This feature was mentioned in 10 Eltropy reviews.
Data Masking
As reported in 10 Eltropy reviews. Provides secured masking on sensitive data (i.e. account numbers or passwords)
Generative AI (8)
AI Text Generation
Allows users to generate text based on a text prompt.
AI Text Summarization
Condenses long documents or text into a brief summary.
AI Text Generation
Allows users to generate text based on a text prompt.
AI Text Summarization
Condenses long documents or text into a brief summary.
AI Text-to-Speech
Simulates human-like speech from text inputs.
AI Text Summarization
Condenses long documents or text into a brief summary.
AI Text Generation
Allows users to generate text based on a text prompt.
AI Text Summarization
Condenses long documents or text into a brief summary.
Agentic AI - Customer Self-Service (7)
Autonomous Task Execution
Capability to perform complex tasks without constant human input
Multi-step Planning
Ability to break down and plan multi-step processes
Cross-system Integration
Works across multiple software systems or databases
Adaptive Learning
Improves performance based on feedback and experience
Natural Language Interaction
Engages in human-like conversation for task delegation
Proactive Assistance
Anticipates needs and offers suggestions without prompting
Decision Making
Makes informed choices based on available data and objectives
Agentic AI - Help Desk (3)
Autonomous Task Execution
Capability to perform complex tasks without constant human input
Natural Language Interaction
Engages in human-like conversation for task delegation
Proactive Assistance
Anticipates needs and offers suggestions without prompting
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