LiveChat

Description

LiveChat is available on PC and Macs, through the web browser and native apps. Operators can also chat with visitors on-the-go with LiveChat for iPhone, iPad, Blackberry, Windows Phone 7, and Android.

Key LiveChat advantages

Increase of sales conversion rate up to 25%. Instant customer contact with sales people. Increase of customer satisfaction and loyalty. Stunning looks and social media fanbase generation.

Chat Window Easy to customize and rebrandable chat window. Out-of-the-box style templates.

Traffic monitoring Track visitors in real time. Automatically invite them to chat if they abandon an order or a shopping cart and save the sale.

Analytics & Reporting Generate reports for each agent with the number of chats, invitations or time spent with the customer.

Multiple languages LiveChat works in over 20 languages. It's even possible to create own version of the existing translation.

LiveChat is compatible with all browsers: Internet Explorer, Firefox, Google Chrome, Opera, Safari, Web Mobile

Feature list

Agent application: Chat supervision, Sneak-peek of the messages customers are typing in, Proactive invitations with an automated invitation triggering system, Whispering messages invisible to visitors in-chat to aid the sales process, Access to chat history with returning visitor recognition, Chat transfers between agents and departments, Chat conferences, Audible and visual notifications, Customer details including current page address, Unlimited concurrent chats displayed in tabs or windows, Queueing visitors, Banning of abusive visitors, Canned responses, Facebook details and pictures of customers logging in via FB Connect

Customer's window Access from any web browser equipped device, Typing indication, Twitter, Facebook fanpage, Facebook Like, Google +1 buttons, Logging in using Facebook, Rate Me! system to evaluate performance of agents, Sending the chat log to your e-mail address, Pre-Chat surveys, Post-Chat surveys, Offline message form if after hours, Audible and visiual notifications of replies

Website monitoring Activity on the website displayed in real time; Visitor status: Online, Invited, Chatting, Offline and more; Referring pages, Keywords ,Visit history, Browser, language, country, city; Notifications about new visitors; Multiple websites supported

Customization Pre-defined chat window templates; Branding LiveChat with company logos; Custom color scheme generator; Chat Buttons, Standard Invitations and Personal Invitations and trigger galleries; Upload of custom Chat Buttons, Standard Invitations, Personal Invitation and trigger graphics; Easily customizable Pre-chat Surveys; Post-chat Surveys and Offline Message forms; Shared environment of common Canned Responses, URL Addresses and Push Pages; CRM Integration, 3rd party apps

Statistics Pre-Chat and Post-Chat Surveys; Agent availability; Chat-to-goal conversion gauge; Queue waiting, queue abandonment; Google Analytics integration; Invitations to chats ratio; Agent performance ratings with avg. chatting time; Customer satisfaction with agent comparison charts

How to install

If you use Zendesk for support and wish to further enhance its capabilities, you can combine it with LiveChat to create a perfect support environment.

This integration will make the following possible:

• creating tickets on the fly during a chat with a visitor
• forwarding offline messages as tickets to Zendesk
• tracking your Zendesk visitors and placing live chat button on your support pages

Activating Zendesk integration

To enable the Zendesk – LiveChat integration, go to the Add-ons section of your Control Panel and proceed to Zendesk integration.

Type in your Zendesk page address and click on Enable the integration to turn it on.

The application is now enabled on your license, to see the effect in your application simply restart it.

Creating tickets on the fly

Using this feature, you will be able to transfer whole conversations as tickets to Zendesk. This is a great way to give your specialist some feedback on the problem, since all the valuable and additional information will be available for their review.

To create a new ticket, click on the Zendesk button during a conversation with a visitor.

After the transfer, you will see ticket preview and you will able to fill in additional information and provide comments. Click on Create ticket to finish.

Your newly created ticket will immediately appear in Zendesk, it will be assigned to the specified person or show up as unassigned if you didn’t select any operators from the list.

You can also create the ticket without providing any additional details by enabling the one-click tickets feature. It allows you to create new Zendesk tickets with a single press of a button.

To enable one click tickets, simply go to the Zendesk integration page in your Control panel. Tick One-click tickets and click on Save changes.

Forwarding LiveChat offline messages to Zendesk

Once you activate the Zendesk integraiton, LiveChat will forward all offline messages to your Zendesk and create new tickets for them.

You can change your offline message settings and forward those messages to another address in the Offline messages section of the Control panel.