Live Chat for web visitors 列印
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Live Chat with your web visitors

 


Allows staff users to chat with clients and other staff users all from one location. Providing many configurable options, the Livechat Client Application can be fully customized to meet the need of each staff user/support desk combination. The interval at which site visitor data is retrieved can be customized, along with almost every other aspect of the application.

 

Engage Potential Customers
Break down the virtual barrier by engaging site visitors in real conversation. A "live chat" button can be placed on any page of your website as well as on the support desk home page. Visitors can request a live chat session, or a staff user can proactively request to chat with the visitor (see below). Visitors only need a web browser to chat, and since the live chat system utilizes AJAX, no page reloads are required, creating a fluid and seamless chat experience.
 

 

Increase Sales: Be Proactive
Utilize proactive chat features to make the sale — your support staff can be the one to request a chat with a site visitor to preemptively offer guidance or assisted browsing, just like on a shop floor. Request to start a chat session by politely asking the visitor if they would like to chat, or take a more proactive approach and "force" a chat session on the visitor. Because chat requests are part of the webpage the visitor is viewing, they are not hidden by pop-up and ad blockers. Visitors can of course also choose to decline the chat request.

 

 

Department to Client Chats, Conferences and Chat Transference
Multiple staff users can chat with a website visitor at the same time, and the live chat system also has the ability for staff users to hold their own chat sessions and conferences. Chats can be easily transferred between staff users logged into the Live Response Desktop Application, which allows for effective chat escalation (to higher level support technicians or management, for example) and redirection of queries.
 

 

Intelligent Chat Routing
LiveResponse's round-robin chat queuing system manages incoming chat requests from site visitors. Chat requests will initially be sent to the first available staff operator that is not marked as busy or away. If after a specified amount of time the operator does not accept the chat request, it will be routed to the next available operator, until the request is accepted and a chat session has begun. You may also specify the amount of attempts the system should make to connect the visitor with an operator before requesting for them to leave a message using a special page.

 

Predefined Responses
Maximize live chat support efficiency using predefined, or "canned" replies. Managed centrally in the support desk, canned responses are broadcast to all staff users running the LiveResponse Client Application and are available to them at the click of a button. Easily greet site visitors and field their commonly-asked questions without the need to type the entire response. In addition to standard textual responses, you can also manage URL, image, and highlighted computer code (such as PHP, Java, or HTML) responses. These responses can be categorized by group, type, or however you see fit.
 

 

ViewShare
Using ViewShare, staff users can easily share their screen through the user's web browser, guiding them through a complex task or perhaps giving a presentation. No third party software is required for a client to view the desktop of a staff user's PC in real time.