Push url or Push page : Live2Support Spotlight

November , 2007

Live2Support Spotlight : Push url or Push page

In our continuing effort to enhance the quality and performance of Live2Support, our R&D teams regularly perform internal code upgrades and modifications to improve the stability of our live chat solution. The spotlight this month is on an essential Live2Support feature which enables chat agents to serve up web pages to site visitors. This feature is also referred to as "pushing URLs." We will call it "serving up web pages" because "pushing URLs" sounds sort of aggressive and... pushy.

The feature is also called co-browsing. 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. In order to use this feature of Live2Support:

Determine what your site visitor is seeking by looking at your site search function's keywords being input or by the pages being clicked on your site.
Request the site visitor's permission prior to co-browsing. Many customers do not appreciate their privacy being compromised this way.
Extend a chat invitation first, assess the customer's need through gentle and non-invasive interaction, and then offer to serve up URLs. Like the functionality of most other web- enabled products, the features of Live2Support should be used sensibly and your chat agents should exercise judgment when harnessing these features to optimize site performance, improve the quality of the visitor experience, and increase conversions.

Live2Support's 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.

The Push URL feature in Live2Support provides a clear context and a point of reference for both the chat operator and the customer while a session is in motion. Whether your chat operators are managing a trouble ticket, monitoring a knowledge base, or offering a help desk solution to your customers, this feature in our live chat software can be leveraged to share a common platform to further improve the quality of your customer support which is a great way to increase your customer base.