Live2Support Spotlight- Implements Departments based Chat
Each month,
we select one of the features of Live2Support and tell
you how to leverage it for optimum results. This month,
we will tell you how you can customize the chat windows
according to departments so that the two-way communication
between your customers and your chat operators is streamlined
for smooth and sustained customer service delivery.
The best way to explain this feature
of our live help application is by using an illustrative
approach. Let us assume that you have five chat operators
assigned to three departments in your company— sales,
support desk and drop shipping. When creating chat Ids
through the Control Panel, you can set up operator accounts
in such a way that one chat operator is assigned to
more than one department. In other words, you can have
the same two chat operators manage the sales and support
desk chat windows. This way, you can make sure that
chat requests from customers receive instant attention
and there are never any queues. Moreover, by embedding
special HTML codes, you can assign the sales chat window
to the sales page on your web site and the drop ship
chat window to the drop ship page on your site. You
also have the option to define generic windows where
your customers can select the department they wish to
interact with by clicking the appropriate entry in a
drop down menu in the chat mode.
A generic chat link is ideal for
key pages such as your home page, the About Us page
and the Why Us page. Providing live chat links on most
of your important pages is a winning customer service
strategy. It tells your customer that customer service
is your priority and that you have all the bases loaded.
Live2Support provides the
added option to your chat operators to transfer a live
chat in progress to a second level of customer support
such as tech support. Chat functionality can thus be
provided to an entire department without front-end access.
Please note that these features are available only in
the Gold Plan.
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