SKY-click Call centre & Callback solution

FAQ - Frequently Asked Questions

Service definition	Pricing/Financial	Getting started
Installation	Support

Service definition:

What is SKY-click?

SKY-click is a 100% web-based Click to Call Center built on Skype that allows visitors to a website to click on a Click to Call button and to be called back for free.

Who is it design for?

SKY-click is designed for clients that would like to enhance communication with their website visitors for increased sales conversion, improved customer communications and customer support.

What are the main advantages of SKY-click?

SKY-click’s Click to Call Center offers users many advantages, including:

Easy to use. "Click to Call" buttons can be copy/pasted right into a website.
Significant cost savings. The service can run on existing infrastructure.
Enhanced sales conversion. SKY-click is Salesforce.com compatible and includes extensive call management and a feedback database
A more humanized website. SKY-click makes real human contacts available to your customers - only a click away.

What are the infrastructure requirements?

SKY-click does not require any investment in new hardware, landlines or a PBX. The service can run on an existing infrastructure of computers with an internet connection from anywhere in the world.

How does SKY-click work ?

If you are a SKY-click Administrator:
An administrator first sets up the Click to Call center via the SKY-click wizard, selecting the agents and call-back settings in the SKY-click administration back office. Once this is in place, the administrator main task is general back office management including extracting missed calls, forwarding them to agents, checking statistics and handling any necessary setting changes.

If you are a SKY-click Agent:
After you have downloaded the Agent Console (or dialler) onto your computer and launched it together with Skype you are ready for customers to click on the click to call button that is assigned to you. This will generate a call-back request that will appear in your dialler. All you have to do is click on the request, then click on the call button to call the customer back.

How is SKY-click integrated with Salesforce.com ?

When a customer requests a call back through SKY-click, the SKY-click Agent clicks on the Salesforce.com button which will automatically open the company’s Salesforce.com account.

Pricing/Financial:

How much does SKY-click cost?

SKY-click is now available for free.

Getting started :

How do I get started?

If you are a SKY-click Administrator
If you are an administrator, simply follow the quick 4-step process to build your SKY-click Click to Call Center:

1. Sign-up on www.sky-click.com and receive your login and password
2. Login to the SKY-click administration console at http://my.sky-click.com
3. Create Agent(s) via the Wizard.
4. Generate your “Click to Call Button” code and place it on your web pages.

You can visit the Quick Start page of the SKY-click website or register directly.

If you are a SKY-click Agent
Agents will receive everything they need to get started by email:

1. The webpage link to download the Agent Console
2. Agent login and password

The SKY-click Agent Console is the plug-in all "Agents" or users must have installed on their PC's in order to run SKY-click. To get started, Agents simply need to download it, install it, and then can start receive calls.

Can i share my copy of the SKY-click Agent Dialler?

All operators must download their own copy of the SKY-click client through the download page of the www.sky-click.com website.

Installation:

What Operating Systems (OS) can SKY-click run on?

SKY-click requires Windows XP and Skype version 1.4 + or 2 for video to operate.

Where can i download the Agent Dialler?

The SKY-click Agent Dialler software is available here:
http://www.sky-click.com/pages/download_dialler.html

What are the installation requirements?

If you are a SKY-click Administrator:
The SKY-click Administration interface can be used via any standard web browser. Be sure to have the latest browser version available.

If you are a SKY-click Agent:
The SKY-click Agent Dialler must be installed locally onto the operator’s computer.

Requirements are as follows:

* Windows 2000/XP SP2
* Skype 1.4+
* Microsoft .NET Framework 1.1+
+ one of the following:
- Microsoft Internet Explorer 6
- Firefox 1.0+
- Netscape 7+
- Safari 2.0+

Can i use my personal Skype ID with SKY-click?

Yes, you may use your personal Skype ID with SKY-click but we recommend that you create a new account for use with SKY-click to avoid any confusion for your customers.

Support:

How can I retrieve a lost password?

If you are a SKY-click Administrator:

To retrieve an administrator password for the administration back-office, please go to
http://www.sky-click.com/pages/forgot_password.php. You will be asked to enter your e-mail address (the one you signed up with), your password will be reset and a new one will be sent to you by email.

If you are a SKY-click Agent:

To retrieve a lost password you must request one from your
SKY-click Administrator. The administrator will reset your password and you will receive a new one by email.

If you are a SKY-click Administrator answering a request from an Agent:

To retrieve an Agent password, go to the Agent section in your Administrator interface, and in the line corresponding to the Agent who has requested a new password (or lost the old one) click on the “@” icon, and follow instructions. This will reset the agent’s password and send them a new one by email.

How do program updates work?

Users will automatically benefit from all system updates without any inconvenience because SKY-click is 100% web-based. Clients will be informed when significant changes have taken place and a tutorial will be made available on the SKY-click Blog or Forum and in the SKY-click.com “Support” section.

Other support resources

User Guides
http://www.sky-click.com/pages/support_guide.html

SKY-click Forum
http://www.sky-click.com/forum/