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What is New at Live2Support

In any enterprise regardless of whether it is online or offline, the customer is the focus of attention at all times. This is perhaps why you have taken the time and made the effort to provide your customers with not merely a store or a web site visit but an overall enriching customer experience. At live2Support, we have always valued the central role played by your customers in the scheme of things. To this end, our live chat software now features many new powerful functions which will undoubtedly add value to our customer-centric philosophy.

Live2Support now offers new tools for customer profiling. These features are in addition to the ones you have already used and deployed to gather information about your site visitors and customers. We propose to incorporate these upgrades and new features in a phased manner. They will be reflected initially in Live2Support’s web-based interface only. Here is an overview of our latest features:

Visitor's name and e-mail address
If your site visitor has provided this information to you during the registration phase by entering this information in the pre-chat form, it will be displayed prominently in the visitor monitoring window during the time that he or she is on your web site.

Custom variable information
Live2Support can now be configured and customized to display specific information about your customers in addition to the existing information fields. Once you have defined this information through tracking codes, it is passed on internally. It will also be embedded in the chat transcript. This information is not user-generated. It is passed along internally and is generated by the web site owner through the applications that are functional on the web site. Customizable information could include the order number from the shopping cart, reference number, etc. What is the benefit? Armed with this additional data, you can track customer behavior and buying patterns more accurately.

Origin profiling
The visitor monitoring window now also displays additional information about site visitors such as the site visitor's country’s national language, its population, a graphic visual of the country’s flag and its currency. This data is presented clearly for easy processing by your support operators.

Historical chat and visit data
Your support operators can now view the complete chat history as well as the visit history of your site visitors. This includes data on their prior visits and other relevant information. All data is pegged to the site visitor’s IP address and is organized for easy access and processing.

User name for instant identification
The new "User Name" column in the visitor monitoring window clearly indicates which customer is present on your web site or is being addressed through live chat. This provides for easy identification and helps support operators to communicate effectively.

Special pagination feature for web sites with heavy traffic
For those web sites that tend to experience heavy visitor traffic, the site visitors list and the associated visitor chat information is presented in a paginated format in the visitor monitoring window. Each page now displays a list of one hundred visitors and their live records. Click the next page for the next set of one hundred visitor profiles. If one of the site visitors happens to initiate a chat request, his or her record will appear instantly on the top of the list regardless of the page on which the visitor record has initially appeared or the page that is displayed in the visitor monitoring window. The display order is determined by the arrival order-- those site visitors who arrive first will be shown at the top of the list.

Color Coding of online advertising campaigns
Live2Support serves as an adjunct to your PPC, banner and other advertising campaigns. It provides you with reliable data on several visitor tracking attributes. A color-coding scheme now relays to you the specific campaign that has generated your prospect's site visit which helps to further quantify this data. When defining a campaign, simply define a color and visitor records associated with that campaign will display in that color. This feature enables you to determine how your various online advertising campaigns are performing.

These new features are being introduced into Live2Support in a phased manner and will initially reflect in the web-based interface only. Complete site visitor data continues to remain available in the raw data logs which you can use to get a tabular representation of the data on a daily, weekly or monthly basis. We are confident that these enhancements and added functionality will improve the overall chat experience of your site visitors, prospects and customers.