One Support Operator can Accept Multiple Chat Request
A unique feature within our live chat application allows one customer support representative to interact with several customers in separate chat windows, all at one time. Your operator can switch from one chat window to another with a simple mouse click and multi-task in real time. These are not group interactions where your operator interacts with all your customers in a single chat window. Your operator chats with only one customer at a time when this powerful feature is invoked. This feature is also critical when you are short of customer service representatives on a specific day.
Your site visitors can now simply click on the Live Support icon on your website or in the e-mail messages your live customer service team sends them. This will instantly activate live chat with your customer support. Live2Support is an extremely easy-to-use live chat application and requires no login or sign-up from your site visitors. Your site visitors do not have to use any browser plug-ins, chat clients or download any software to use live chat on your website.
When you initiate a live chat session with a site visitor, a pop-up window appears which shows you details of previous chat sessions with the visitor. This chat history feature allows you to refer to previous chat sessions with the customer currently interacting with you. Such online access to past records improves the quality of the customer service experience and helps new members of your customer support team to become familiar with the customer's history and buying preferences. Since our live chat solution allows you to access transcripts of previous chat sessions, you can quickly review the log and thus provide premium quality customer care.
Using this feature, chat operators can present a specific web page either from your web site or from another site in a pop-up window. In effect, you are helping your site visitors find the information they seek and are pointing them in the right direction. It can save valuable browsing time for your site visitors.
Push URL feature enables an on-demand submission of targeted web pages to be viewed by your site visitors during a chat session. The content of the web pages to be forwarded to customers is thus made available during the time when the chat interaction is in progress.
You can then click on the message of your choice which will automatically copy itself into the chat window. Simply click to send this message. There is no need to type the same message over and over again. As an added feature, you can further customize this canned message by adding your visitor's name.
Smilies and other emoticons allow your chat operators and customers to connect emotionally with each other. If your chat application happens to be of a non-business nature such as educational counseling, information research or crisis intervention, emoticons can be of value. Live2Support's current interface allows both your chat operators and customers to liberally use Smilies and other emoticons to add a layer of sentiment to their chat conversations.
While conversing live with your chat operators or customer support executives, your customers may experience the need to share a file with the chat operator. It could be a Word document listing the technical specifications of a product your customer wishes to purchase from you, a photograph of a product, or even a promotional offer you may have published elsewhere on the web. Your customers no longer have to e-mail the document as a file attachment. File transfer has been integrated with the chat window, and once trained, your chat operators can easily send or receive files with your customers without having to invoke an external application.
In Co-browsing feature, you can follow your visitor while they are browsing on your website. You can also see visitor’s current page.
In case your customer service representatives are offline, a customizable 'Offline' or 'Leave Message' graphic appears on your site. Offline messages can be delivered to your customer support team's e-mail address for prompt processing. You can also display a telephone number for those customers who may have urgent issues which need immediate attention.
Live2Support's live chat application makes it possible for operators to share customer chat sessions with other operators in real time. You can invite another live chat operator who is an expert in the subject area to participate in the ongoing interaction. Your customers will rate your website highly when they notice that two support representatives can help them at the same time to provide quality customer service.
A typing status message alert pertaining to both the site visitor and the operator is sent to both chat participants when the chat session is in progress. The support operator is alerted when the site visitor is typing and the site visitor is notified when the support operator is typing a response. This incredible feature tells your site visitors that a response is forthcoming and is being typed by the chat operator. Conversely, it tells your chat operator that the site visitor is typing a response and has not walked away from the work station. Our live chat program detects keyboard activity and converts this into a handy message.