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| Advanced
Live Support |
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Advanced
LiveSupport is an AdvancedPortal product offered to
any website hosted with us. Provide live online customer
service on your website. View and chat with visitors
as they navigate your site. Chat with them to close
sales and provide real time service.
Putting a small Javascript on your web pages shows the
LiveSupport icon. If an operator is online, the icon
shows it clearly and the visitors can click on the icon
to engage in live chat with the operator. If no operator
is online, visitors can still leave a message. |
Features
:
- Users
visit your website. All their navigation is recorded
in the DB telling you which pages they visited and
when.
- If
a support person is online, the user clearly knows
this when the icon says
 .
- The
user clicks on the icon and is prompted to enter his
name, Email address, subject and choose the category
for this chat like sales or support etc.
- All
the logged in support persons hear a bell ring
on their PCs.
-
They are informed about customer's nick and extended
info on file if any latest.
- navigation
history
- previous
chat history
- previous
polls history
- previous
sales history
- previous
newsletters history
- previous
forums participation history
- existing
shopping cart details etc.
- If
more than one support person is online, the one clicking
on accept button first seizes the chat.
- The
customer sees a welcome message like Greg: Hi, How
may I help you?
- The
customer can then continue with his issue.
- The
support person can:
- Push
a message.
- Push
a URL.
- Open
a URL on customer's machine.
- Open
an image on customer's machine.
- Send
an Email address to the customer.
- When
the customer is done, he can close the chat.
- The
customer can rate the chat at any time to inform the
support person of his rating of the quality of this
chat.
- Once
the chat is closed, the customer can optionally be
shown a poll or survey to fill out.
- The
customer is given an option to get all the contents
of this chat Emailed to him for future reference.
Auto-Engage
customers:
This feature allows the support people to monitor the
activity of users on their website and proactively engage
them into a chat if they feel so. They can also make
rules for auto-engage. Rules may depend on
- How
much time a user has spent on a page. You can say
that if a user spends more than 60 seconds on check
out page, autoengage him in a chat.
- Whether
the user has purchased anything previously.
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Click
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- When you click on the admin section demo, you will
be asked to sign in.
- After sign up, you would be logged in as the administrator
on the live support and you would be able to use all
the functions available. You will be able to see the
traffic on your website and all the pages that are
being viewed. You can also note the IP addresses of
the machines viewing your web site and by clicking
on any one of the IP, you can invoke a chat window
on the customer's end.
- You can set an automatic delay because of which
you would be able to automatically engage all the
machines that remain on your web page for that specific
time. Like if the time is set at 15 seconds, all visitors
to your website would automatically engage in chat
with you if they stay on th website for more than
or equal to 15 seconds.
- During chatting, you can log in the visitor and
add him to your customer relationship management software
for later followup.
- When you are logged on, the live support image is
turned to "ONLINE" for the customers.
- The explanation for the customer demo is available
at the customer's demo page.
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Click
here for Live support customer section demo |
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