Features
Buttons and Live Help Windows
The Live247Support button on the client’s website, displays whether the live chat service is online or offline. It redirects customers to the client’s contact form if live chat service is offline. (The button will be shown as offline if the client runs out of prepay minutes.)
Clients can select different looks for the chat windows and buttons to fit the theme of their site. Windows and buttons are totally customizable. Clients are able to update and customize live support options from any computer using their online control panel. The chat invitation can float around and move about the client’s website if required.
Alerts and Text Functions
Alerts, both visual and audible are used on both ends of the instant messaging software. Canned greetings are available for free (billing does not start until a customer responds on the Gold, Silver and Bronze Packages and is not billed at all on the YouTalk Package) and fully customizable.
Spell check is built in and easy to use for live chat operators. They can also view what the customer writes as he types it (before even pressing send).
Unlimited simultaneous chat sessions are possible. The OCRA is able to transfer chats to other operators. The customer sees a ‘typing indicator’ when the live chat support operator is typing a message so he knows he can expect a response soon.
Relations & Communications
The customer can opt to email themselves (or anyone else) a full transcription of the conversation by simply clicking on the email icon, entering an email address and pressing enter. The chat operator can send the customer pictures and even open web pages to assist in helping the customer. Documents can also be transferred.
The customer can enter a hyperlink into the live chat window and it will be opened automatically in the Online Customer Relations Agent’s browser. The OCRA is always aware of the page the customer is viewing.
Statistics, Analysis and Marketing
The Online Customer Relations Agents or the in-house staff of our client are able to view what website referred the customer to the client’s website, what keywords were used to locate the website using a search engine, the geographical area of the customer and the time zone is always displayed.
Banner ads can be displayed in the live chat window by the client. The client can opt to allow the customer to rate the Online Customer Relations Agent that served them at the end of each conversation for monitoring purposes.
Security
All chats are secure and use a SSL secure data transfer. Chat operators can block the IP address of abusive customers and time wasters. The chat support service will appear offline to them.
Advantage the Personal Touch
Operators are alerted to visitors who have previously used live chat. If the customer's name is saved on file, OCRAs can use it to greet them and/or scan through previous live chat sessions to learn what they were asking about last time they visited. It can appear to the repeat visitors that they are talking to the same operator, and that the operator remembers their case.
The operator can make notes on the customers that they chat with that can potentially be used by themselves and other operators to assist in future customer service. All this information is accessible to the client through the control panel in addition to Google Analytics including all available statistics such as client foot print (tracking what order they viewed pages and for how long), location and referrals as mentioned above.
ProActive Support Options
The client can choose to have the operators alerted when new customers enter the website. All customers on the website and their details are viewable by the client, in-house staff with access to the control panel and Live247Support’s Online Customer Relations Agents.
If the client wishes, chat operators can initiate live chat conversations with customers on the website (either all customers, customers who are leaving the website, customers who have been on the website for a certain amount of time or no customers).
Usability
Live247Support’s services are available 24 hours a day, 365 days a year. Live247Support’s software runs entirely online and therefore it is far less likely for customers or operators to have compatibility issues.
