Live Chat Support for Your Website
Have you ever thought about providing a "Click Here for Live Support" feature on your website? We can install one for you -- just like the one you see on every page of this website.
Engage your web customers while they are ON YOUR SITE. This technology is a MUST for any website that sells products or services, and can also be a great addition if your site is merely informational.
Increase Your Website Sales And Reduce Operational Costs
A single question answered from a live support agent can be enough to close the sale. Live Support can accomplish the level of instant client care that is required to keep you ahead of competitors and increase your website sales while reducing your operational costs. Phone, fax, staff and other support operations can add up to lots of expenses. Our Live Support feature will enable you to communicate instantly with your visitors and pass crucial information at virtually no cost.
Unlike most Live Support systems that are currently available, ours has the capability of handling multiple operators. You can set up as many 'departments' and as many operators as you like. Similar systems can get very expensive because most of them only allow one single operator for the base price, then you are charged a monthly fee per additional operator. Our system works differently. We have a one-time install and configuration fee, which gives you the entire system with the capability of allowing up to 30 operators! We also offer a monthly fee option which immensely reduces your initial setup cost (see installation costs at right).
Powerful 100% Web Based Live Support - Just Launch a Browser!
Our Live Support feature is clear and intuitive with very easy to understand chat interface for both the visitor and the operator. Because it is 100% web browser based, your support operators won't need to install memory intense windows applications or jeopardize security with open port settings on your
computer. Visitors can also be at ease knowing they only need a browser to interact with your support representatives.
Provide Support From Anywhere On Any Computer
Whether you are at the office, cyber cafe or at home, simply launch a web browser and provide the usual full live support service anytime, anywhere on any computer! No client software installation required and no java to slow down your webpage loading time.
Live Support Feature List:
Real-Time Communication
Real-time Chats - Enable Real-time instant chat communication with your website visitors. Interact with your visitors to provide higher level of customer support, up-sell products, assist in purchase decisions and offer that human touch to help you stay head of competitors.
Multiple Chat Requests - Provide support with multiple support chat requests at the same time.
Operator-To-Operator Chats - Maximize productivity and efficiency with Operator-to-Operator chats, a powerful tool that allows free flow of communication in real-time between your operators.
"Party is typing" Notify - Each party (visitor and operator) knows when the other is typing a message. This is helpful to keep both sides focused and alert for incoming messages.
Email Signature - Embed the chat support status icon on all your outgoing emails. When the recipient receives the email, he/she can easily request support directly from their mailbox.
Auto Save Trasnscripts - Can automatically save each transcript without taking action by the operator.
Search Transcripts - Search through the saved transcripts for reference and training purposes.
Department Share Transcripts - For training or information gathering, each department can share and view saved transcripts.
Email Transcripts - After the chat support session, the visitor has an option to send a copy of the complete transcript to their email for future references.
Capture Visitor Data - Capture visitor's IP, time, browser information, monitor information, pages they have visited, and other crucial data.
Sales and Marketing
Ad Tracking (Track it) - Track'it will track all your Ad and Pay-Per-Click campaign click-throughs and enable website owners to pick out qualified leads to provide a customized support or sales response and pitch based on their clicked origin.
Track Visitor Refer URL - Ever wondered where your visitors clicked from to get to your website? With Live Support, it will track your visitor's REFER URL to get a better understanding about your website traffic.
Initiate (Proactive) Chat - Initiate chat with your visitors. With a single click, you can open a chat window on visitor's computer and immediately provide assistance.
PUSH HTML Pages - Open up a browser on visitor's computer automatically to show them products, services, or helpful page that would assist them.
Customization and Adminstration
Operate console Monitor - Monitor your operator online/offline status in real-time. This is useful when you are training or monitoring operator performances.
Operator online/offline Activity Monitor - Monitor operator online/offline activity throughout the day. Track the total hours your operators have spent online and when they went offline.
Department Chat Icons - Create chat icons and generate chat HTML code for EACH department.
TEXT LINK to Support - Instead of displaying status icons, you can use plain text link
Remote Administration - Administrator can remotely kill a chat session or close an operator's console.
Time Zone Setup - Set your Live Support system time so it matches your current time zone and format.
Spam Blocking - Spam blocking allows you to restrict certain IPs from accessing your Live Support system.
Chat Window Themes - Customize your chat window with Themes.
Reporting and Stats
Operator Rating System - Know the performance level of each operator at any given time with Operator Rating system. After each support session, visitors have an option to rate the operator's support level.
Vistor Traffic Monitor - Monitor your website traffic in REAL-TIME. Know exactly how many visitors are on your site, where they came from, which page they are viewing, and how long they've been on your site.
Daily Request Reports - View comprehensive reports of the number of request taken, rejected, not taken, or initiated by each operator and department, daily or monthly view.
Log Transcripts -Transcripts are logged with operator's information, visitor's name, ip, time and other relevant data.
Efficiency Control
Hidden Departments - Allow higher management and second tier support reps to efficiently do their normal task and ONLY take crucial calls that are passed to them.
Traffic Monitor Refresh Rate - Control the refresh rate of the traffic monitor to fit your preference. This comes useful when you want to pause the monitor to carefully evaluate your traffic data.
Assign Operator to Multiple Departments - Assign a single operator to multiple departments to maximize staff performance and to better utilize your support departments.
Operator Auto-Reconnect - Auto-Reconnect will set your operators back to online status even if the internet connection went down for few minutes. If you have call centers or support reps overseas, this will greatly increase the performance of your Live Support system.
Canned Responses - Store commonly used message so you can quickly access them during support. Maximize your productivity and support by immediately providing the answers your visitors need.
Canned Commands - Store commonly used command (PUSH pages, show images, etc) so you can quickly access them during support.
Department Canned Responses - Save time and store canned messages and responses for each department. All operators in the same department will have access to the department canned messages and responses.
Set Operator Request Order - Arrange operators in the order they should receive support calls (if an operator is more skilled, you can select him/her to take the first call before it proceeds to next operator).
Request Loan Balancing - If you have multiple operators in a department, the system will know which operator is busy with a call and will automatically distribute the call evenly throughout the online operators.
Request Polling - If an operator is just too busy or is not in front of his/her computer, the chat request will be routed to the next online operator automatically.
Set Request Polling Type - Customize how the support calls are routed between your operators. You can choose from a defined set order, round-robin style, or random.
Transfer Calls - Transfer the chat session from operator to operator. You may be providing support as a Customer Support, but when a technical question is asked, the operator can transfer the call to the proper technical support to better help the visitor.
Support Hour Messages - Set your department support hour message to inform visitors the normal time your company provides Online Support.
Sound Request Alert - Sound alert will notify you when a support is being requested.
Leave a Message - If no operators are available, visitor can easily send a message to the department using an email form.
