What is New at Live2Support:

Co-Browsing, Live Screen Viewing

There is never an end to innovation. It is an ongoing process with the sole purpose of further improving the way a product or service functions and thus contributes quality. This month, we are happy to announce two new features of Live2Support that have emerged out of beta testing. Both new features allow your chat operators to directly access the work stations of stations in varying degrees. Where as the first provides a bird’s eye view of your customer’s screen, the second can literally transfer system control into the hands of your chat operator with your customer’s permission and consent of course. Explore them, use them, and let us know what you think:

Co-browsing
In the specific context of live chat software, co-browsing allows chat operators to view the page of site visitors during the time that a visitor is on your website. This feature is activated by clicking the appropriate icon in the operator chat window. Your chat operators get to place their fingers precisely on the page being visited by site visitors including the pages on your website. The instant a site visitor clicks a new page, the screen view available to the chat operator attending to the site visitor changes as well in real time. Chat operators can not only direct customers to specific pages but also explain them to customers in real time. You can also use this feature to explain and analyze diagrams, schematics and other graphical representations of problems. Co-browsing literally allows both participants to chat while they are on the “same page.” Although it is not possible for chat operators to view pages in motion while viewing the visitor’s page, no permission is required from site visitors to use this feature. Would you like your chat operators to have active access to visitor page even as visitors scroll their page? We provide that feature too as is explained below.

Live Screen Viewing
Live Screen viewing, which you can also refer to as “team viewing,” is the more potent form of co-browsing. Activating this feature from the chat operator window requires that your operators seek the visitor’s permission first prior to activating it. Chat operators can navigate the site visitor’s work station or PC remotely in tandem. The site visitor’s screen opens in an entirely new window on the chat operator’s monitor. This feature is especially useful in situations where your chat operators provide technical support and need to access customer work stations in real time to resolve an issue. There are other interesting applications as well. If you are a product-based e-commerce portal, you can use this feature to view picture galleries on your customers’ PCs and make precise product recommendation based on the snapshots you have viewed. This is particularly true in situations where you are marketing apparel, accessories, gifts and furnishings where the ability to match products becomes an added advantage. Regardless of whether your niche is technical or non-technical, this feature can surely help to deliver a higher level of customer service to your present and future customer community.

Live screen viewing provides a potent visual interface for those companies, which deliver technical support through the web. This is because your chat operators, who also deliver tech support services simultaneously, can access a customer’s workstation in its entirety including folders, sub folders, the Control Panel and other settings. All this while live chat communication remains active! This hard-to-beat combination is sure to reduce the time it takes to deliver tech support thus conserving valuable support resources.

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