The live chat modules combines a set of complete features, as well as live chat (via your end-user's web browser), real-time visitor monitoring, conferencing and much more.
Staff and hold up agent all-in-one desktop application
The Live Response Desktop Application is an application built for Microsoft Windows that integrates with your prop up desk. It allows staff members to monitor website visitors and attach in chat with both visitors and other staff members.
The desktop application is provide as part of both the Support Suite and Live Response packages and is free for you to distribute to as many of your staff members as you'd like.
Integrated web browser
The request integrates a completely functioning web browser, with an address bar, forward and backward navigation controls and the aptitude to store favored links in the toolbar. Direct links to the staff control panel permit your staff users to manage the hold desk from within the application.
Highly customizable
The border is extremely customizable - toolbars, buttons and panes can be arranged to every person's liking. Notification preferences (new chat alerts and sound notifications) and network options are also configurable.
Live chat software and live support software
Break down the near barrier by attractive Site Company in real discussion. A "live chat" button can be situated 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 require a web browser to chat, and since the live chat system utilize AJAX; no page reloads are required, creating a fluid and seamless chat experience.
Chat seamlessly with your visitors through their web browser
Using AJAX technology (no page refreshes required), the chat knowledge is as fluid as with your favorite instant messenger, support in all main browsers. Two-way notices indicate who is typing out a message. The chat area supports special formatting for images, code and links.
Live support departments
A number of separate and separate live support departments can be created, with staff users or groups of staff users assigned to certain departments. This allows customers to be properly routed to the correct staff member when they necessitate assistance.
Live chat status button on any web page
Live chats buttons can be automatically generate to reflect the ease of use of live hold up for displaying on any web page.
These special buttons permit your staff members to decide when they appear to be obtainable to take live chat requests. When no staff members are obtainable to chat, customers are automatically redirected to a particular 'leave a message' page upon clicking the button.
Integrating a button into your obtainable web pages is simple. A particular button generator does the work for you - all you need to do is copy and paste the automatically-generated HTML code into your web page's source.
Any visitors who load a page which has a live chat button positioned on it can be monitored and occupied in chat.
Be proactive, every visitor can add up as a lead and be turned into a sale
Use proactive chat features to create the sale - your staff users can be the one to demand a chat with your site visitors to pre-emotively 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 violent approach and "force" a chat session with the visitor.
Live chat department statuses (online, offline, away, back shortly)
A great deal like a typical instant messaging program, operators can set themselves to be online, offline, away or back shortly. When set to absent or back shortly, the operator will not receive new chat requests.
Chat routing, queuing and transfers
A round-robin chat queuing system manages incoming chat requests from site visitors. Chat requirements will at first 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 can configure the amount of attempt the system should make to attach the visitor with an operator, before requesting the visitor to leave a message (which will be immediately posted to the support desk).
Chats can be transferred flanked by operators, and other operators can be invited into a chat (in conference mode).
Conference mode and staff-to-staff chats
Multiple operators can participate in a chat with a website visitor (called conference mode). Staff-to-staff chats are also supported (simply double-click the name of the operator you wish to begin a chat with).
Canned (pre-defined) responses and hot-key shortcuts
Canned responses (for greetings, links, commonly used phrases and answers) can be created and organized into folders, sorted by category, type or however you see fit.
An integrated toolbar menu will populate itself with the support desk's stored canned responses; enable one-click access to common statements and answers.
Customizable hot keys (such as ALT + Y) can be configured and assign to certain canned responses, reducing response times and making it easier for operators to manage multiple concurrent chats.
Automatic inline spell checking
If enabled, the inline spell checker automatically checks for and highlights spelling errors in the text typed by operators.
Real-time visitor monitoring
Monitor website visitors in real-time across your whole support desk or from any page that displays a live chat status button or visitor tracking code. You can monitor visitor footprints (which pages have been visited), the time spent on your web pages as well as other full user information such as country (represented by a small flag), screen size, browser, operating system, referrer and search engine information.
Website visitor monitoring across multiple websites
As well as monitoring hold up desk visitors, visitors to any web page which holds a live chat status button or visitor tracking code can be monitored from within the desktop request. This allows for seamless integration with the rest of your organizations sites.
Search engine referral tracking and keyword detection
If a visitor has been referred by a major search engine, this will be made clear in the visitor listing pane. The keywords they used in their search query will also be mined and displayed (if available) under the visitor information pane.
Track navigation and click footprints
A visitor's click history and the time spent on each page can be tracked.
This allows your operator to gauge a good sense of what the visitor is interested in and what material she has viewed previously.
View Share desktop sharing
Broadcast your desktop with visitors, without any additional software
Using View Share, staff operators can broadcast their screen to the visitor's web browser, guiding them through a multifaceted task or perhaps giving a presentation.
Visitors can only view a desktop stream, they cannot control anything. No third party software is necessary.