Handlr Ltd.

Live Chat Software for Customer Support

Handlr live chat software is cloud-based, hosted in London and helps public sector organisations engage with their website visitors in real-time. There are lots of features including automated engagement popups, GDPR compliance tools, internal team/department live chat area, supervision tools, comprehensive reports, pre-chat forms and secure data transfers.

Features

  • Easy to install & setup.
  • Design studio to customise your web chat box design.
  • Secure data/file transfer GDPR compliant automated tools.
  • Advanced chat portal - Shortcuts, chat transfers & knowledge databases.
  • Manage agent tiers (Which receive chats first).
  • Pre-Chat forms collect information you need before starting a chat.
  • Proactive pop-up messages based on triggers you select.
  • Chat Assignment including hours of operation, reassignment & queue management.
  • Offline forms on all or some pages if required.
  • Reporting & Analytics - review team performance, visitor experience etc.

Benefits

  • Improved productivity: Agents can manage multiple chats at once.
  • Review feedback from visitors on how your agents handle chats.
  • Discover underperformers: Availability reporting, missed chats etc.
  • Compliance: Managers can monitor historic & chats in real time.
  • Save time: Shortcut messages with common responses.
  • Get the right agent for your visitor: Easily transfer chats.
  • Secure: Request secure data transfers such as credit card info.
  • Fewer meetings: Staff can communicate in team chats.
  • Multiple sites: Agents can receive web chats from various websites.
  • Improve knowledge: Important messages & promotions displayed.

Pricing

£11.96 to £80 per user per month

Service documents

G-Cloud 10

398457430655384

Handlr Ltd.

Aaron Henriques

02038652504

aaron@handlr.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints None. Basic computing equipment is required.
System requirements
  • Basic computing equipment
  • Stable internet connection

User support

User support
Email or online ticketing support Email or online ticketing
Support response times We currently provide support Monday to Friday 8.30am to 6.30pm and Saturday 9am to 5pm excluding bank holidays.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.0 A
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support Web chat
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard WCAG 2.0 AA or EN 301 549 9: Web
Web chat accessibility testing Our web chat support does not have any image-based text within the chat box itself. It has been used on standard computers and mobile phone using accessibility options such as talk to text, zoomed in and screen readers and Apple voiceover.
Onsite support Yes, at extra cost
Support levels We can provide a training package for use of the web chat systems for both administrators and practitioners. If this training is required, the location of the training will depend on the costs involved as suitably trained staff will have to travel from London.

If you require on-site support for a fixed number of days pre and post implementation of the web chat system, a daily rate will be quoted plus reasonable expenses e.g. travel and accommodation.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Basic setup documentation can be provided. Due to a large number of features and varying aims of different organisations, a bespoke setup can be offered.

For up to 100 user licences we can provide free off-site support via video conferencing of up to 3 hours with the setup and demonstration of how to use the service. Ongoing basic email support will be provided free of charge.

For over 100 licences, we can provide 1 day of free on-site training and support for administrators and web chat users. Ongoing email support with a call back option will be provided free of charge.

For any number of user licences, we can provide additional on-site training. There will be a daily cost per member of staff required for training plus reasonable expenses which will include travel, accommodation and meals.

It would be useful if the organisation could set aims prior to the delivery of training so features which will benefit your organisational aims can be focussed on.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction There is an exporting function for administrators whereby data can be extracted at any point at no cost.
End-of-contract process At the end of the contract, all organisation user licences will be removed from the web chat system.

The administrator will continue to have access to the reporting data and web chat history for a period of 3 months. After this time, the administrator's account will no longer be accessible.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Administrators - Administrators can administer via their mobile device however it is not recommended as the administration panel is not designed for mobile use, although for urgent alterations changes can be made.

Organisation Web Chat Agents - The web chat system is not designed to be used on a mobile device for web chat agents. A tablet computer is suitable. Notifications may not be received when using a mobile phone or tablet computer.

End User (website visitor) - The end user will see no difference in the quality or ability to use all features via a mobile device.
Accessibility standards WCAG 2.0 A
Accessibility testing None of the text is contained within an image. The organisation web agent and the website visitor can use screen readers/voice-overs, voice to text and zoomed in features on standard desktops, laptops, tablet computers and mobile devices with such features.
API No
Customisation available Yes
Description of customisation Web chat box - Can be fully customised using an intuitive in-built design system. An administrator can customise the web chat box colours, font, shape, titles and more.

Tier system - Web chats can be assigned to specific agents or teams based on a tier system. An administrator can

Organisation web agents - Display names and photos.

Options - There are too many customisable options to list here. However, some key features are pop up (proactive) messages rules can be set, canned messages, time of day rules, agent feedback type (stars, smiley faces) and many more features. See product features document.

Scaling

Scaling
Independence of resources The UK based servers have load balancing technology implemented to ensure uptime during high server demand. Organisations can scale to any given number of users and web visitors without interrupting the service.

There are options for organisations to limit the maximum number of web chats any individual agent is engaged in and set queue limits where the web chat option would no longer be shown until the queue goes below the limit defined by the organisation.

Analytics

Analytics
Service usage metrics Yes
Metrics types Real-time data is available to any user with permissions to access the administration panel.

Reporting can be broken down to specific sites, agents and time-frames. Each feature below has an overview plus more in-depth reporting.

Agent Performance - Response times, chat durations, availability reporting, feedback scoring, missed web chats.

Visitor Information - Operation systems, devices, landing page, referrer urls, language, country and more.

Visitor experience - Wait times, Queue times.

Capacity - This shows the max capacity on any given day/times in selected period vs the chats answered, missed etc. This can assist managers to ensure staffing levels are correct.
Reporting types
  • Real-time dashboards
  • Regular reports

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Staff screening not performed
Government security clearance None

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations United Kingdom
User control over data storage and processing locations No
Datacentre security standards Managed by a third party
Penetration testing frequency At least once a year
Penetration testing approach ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach Web chat logs can be exported by administrators in the online administrator panel. The administrator can set the date range for the logs they wish to export. There is also an option to export monthly logs at a click of the button. All logs are exported as csv files which are readable in Microsoft Excel, Google Sheets and Apple Numbers or similar software.
Data export formats CSV
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks TLS (version 1.2 or above)
Data protection within supplier network TLS (version 1.2 or above)

Availability and resilience

Availability and resilience
Guaranteed availability If in the unlikely event users experience downtime of the web chat system of more than 30 minutes in any single day, a credit note would be issued equivalent to the hours' loss of service with a minimum 3 hours. The time will start from the period where the organisation advises Handlr of the downtime.
Approach to resilience All data is stored in secure UK datacentres based in London and Leeds. The datacentres are not owned, operated or managed in any way by Handlr. Handlr are not permitted any access to the secure datacentres.
Outage reporting An email alert will follow upon any known service interruptions.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Username or password
  • Other
Other user authentication The administrator can set access rules to limit access via a single or range of IP addresses. This ensures even legitimate users cannot access the systems away from work computers. Rules can be set to auto lockout after a defined number of failed logins and password complexity rules can be set.
Access restrictions in management interfaces and support channels The organisation administrator can provide specific users with permissions to access all or some of the administration panel. Administrators can set password complexity rules and restrict logins to particular IP addresses to prevent unauthorised off-site intrusions even if someone obtained a correct username and password.
Access restriction testing frequency At least every 6 months
Management access authentication
  • Username or password
  • Other

Audit information for users

Audit information for users
Access to user activity audit information Users have access to real-time audit information
How long user audit data is stored for User-defined
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for At least 12 months
How long system logs are stored for At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified No
Security governance approach This is handled at director level. The datacentre and systems in use are utilising the latest security protocols and rely on the secure datacentres in maintaining their standards. Without any ability to manage, oversee or indeed visit the UK datacentres it is beyond the reasonable reach and control of Handlr.
Information security policies and processes Handlr has a strict policy that all data obtained is entered directly into our cloud web chat or telephone systems pages. No personal or sensitive data should be written or recorded in any physical format. Our systems have the ability to obtain sensitive data without the data being stored, whereby it may be processed at the time it is obtained but not viewable or stored at a later stage.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach I am not sure how relevant this is to our services and the support link does not make it clear. All updates are made by developers familiar with the systems. Data security is of upmost importance.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Our datacentre security is managed by a UK datacentre. In terms of critical updates, developers work around the clock on the systems. There are regular updates to the systems both to improve performance and security.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Where a compromise is located, it would be sent to the development team to take action. For critical patches, these would generally be completed within half a day. We have not however been aware of any such critical breach to date.
Incident management type Undisclosed
Incident management approach There are no common events to note. If any such incident does take place this can be reported on the phone or via email 24/7. If an incident report were required this could be supplied in a word document.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £11.96 to £80 per user per month
Discount for educational organisations Yes
Free trial available Yes
Description of free trial A free trial of the full webchat system can be provided to an organisation with a single user for up to 1 month for testing purposes.

Support for the initial setup is free of charge. There will be no ability to add additional users during the free trial period.
Link to free trial https://handlr.co.uk/ccs

Service documents

pdf document: Pricing document pdf document: Service definition document pdf document: Terms and conditions
Service documents
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