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CHAT SYSTEM at a glance

CHAT SYSTEM at a glance

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CHAT SYSTEM at a glance

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  1. CHAT SYSTEM at a glance CHAT SYSTEM at a glance By By Ross Gilbert Ross Gilbert chat- -services4u.com services4u.com www.live www.live- -chat www.live www.live- -chat Phone Phone – – 773 455 6676 773 455 6676 Email Email – – sales@live sales@live- -chat chat- -services4u.com services4u.com chat- -services4u.com services4u.com

  2. 1. What is live chat support system? • Live chat support is a way of interacting with the visitors of your site through chatting. • It is usually initiated by the visitor but it can also be initiated by your live chat agent. http://www.slideshare.net www.live www.live- -chat Phone Phone – – 773 455 6676 773 455 6676 Email Email – – sales@live sales@live- -chat chat- -services4u.com services4u.com chat- -services4u.com services4u.com

  3. 2. How is the chat widget supposed to look? • Good providers offer you customizable chat windows which appear to match your website and brand. www.live www.live- -chat Phone Phone – – 773 455 6676 773 455 6676 Email Email – – sales@live sales@live- -chat chat- -services4u.com services4u.com chat- -services4u.com services4u.com

  4. 3. How to incorporate live chat onto my site? • Just put the code given to you by the vendor, on your website and the live chat will be incorporated. www.live www.live- -chat Phone Phone – – 773 455 6676 773 455 6676 Email Email – – sales@live sales@live- -chat chat- -services4u.com services4u.com chat- -services4u.com services4u.com

  5. 4. How to answer incoming chat requests? • You can chat through your chat console. • Some providers use instant messengers and some offer their own chat console. • It is better to go for providers who offer their chat console, so that you can make use of all the features optimally www.live www.live- -chat Phone Phone – – 773 455 6676 773 455 6676 Email Email – – sales@live sales@live- -chat chat- -services4u.com services4u.com chat- -services4u.com services4u.com

  6. Effective features to look for in live support system www.live www.live- -chat Phone Phone – – 773 455 6676 773 455 6676 Email Email – – sales@live sales@live- -chat chat- -services4u.com services4u.com chat- -services4u.com services4u.com

  7. 1. Ability to Work as a team • Your live chat system should be able to transfer chats to one another. • This helps you to work as a team. www.live www.live- -chat Phone Phone – – 773 455 6676 773 455 6676 Email Email – – sales@live sales@live- -chat chat- -services4u.com services4u.com chat- -services4u.com services4u.com

  8. 2. Chat bots • When you are not available online, your live chat system should be able to handle your client. • This is possible through chat bots who welcome your visitors and cater to their general queries or make them fill a contact form. www.live www.live- -chat Phone Phone – – 773 455 6676 773 455 6676 Email Email – – sales@live sales@live- -chat chat- -services4u.com services4u.com chat- -services4u.com services4u.com

  9. 3. Assessments • It is good to be able to save a copy of the chats automatically to assess the performance of your live chat agents. www.live www.live- -chat Phone Phone – – 773 455 6676 773 455 6676 Email Email – – sales@live sales@live- -chat chat- -services4u.com services4u.com chat- -services4u.com services4u.com

  10. 4. Proactive chats • When any or some of your chat agents are free, your live chat software can start a chat on their behalf asking the visitors if they would like to chat. • But this should be done carefully so as not to force the visitor in any way. www.live www.live- -chat Phone Phone – – 773 455 6676 773 455 6676 Email Email – – sales@live sales@live- -chat chat- -services4u.com services4u.com chat- -services4u.com services4u.com

  11. 5. Canned messages •Phrases used frequently such as welcome messages etc. can be used as canned messages to save a lot of time. • This should not be overdone so as not to sound as a robot. www.live www.live- -chat Phone Phone – – 773 455 6676 773 455 6676 Email Email – – sales@live sales@live- -chat chat- -services4u.com services4u.com chat- -services4u.com services4u.com

  12. 6. Reports and tracking • Real time tracking analytics of your visitors help you a lot in understanding their needs, by knowing what they searched for, before they landed on your page. • Knowing where they are from, can help you give them a satisfactory customer experience with a personal touch. www.live www.live- -chat Phone Phone – – 773 455 6676 773 455 6676 Email Email – – sales@live sales@live- -chat chat- -services4u.com services4u.com chat- -services4u.com services4u.com

  13. Presented By Presented By Ross Gilbert Ross Gilbert chat- -services4u.com services4u.com Phone Phone – – 773 455 6676 773 455 6676 Email – – sales@live sales@live- -chat www.live www.live- -chat Email chat- -services4u.com services4u.com Working Hours Working Hours – – 9:00AM To 6:00PM 9:00AM To 6:00PM (EST US) (EST US) www.live www.live- -chat Phone Phone – – 773 455 6676 773 455 6676 Email Email – – sales@live sales@live- -chat chat- -services4u.com services4u.com chat- -services4u.com services4u.com