Live2support Spotlight- How Live2support Live Chat Works.
Executive Summary
Live2Support's multi-tier chat functionality enables more than one chat operator to interact with a customer at the same time. This adds to the quality of the chat session and helps to resolve situations in which the input from more than one department within your organization is necessitated.
Three is Company in Live Chat!
One of the ways in which live support helps online businesses to function more effectively and productively is to establish a clear channel communication matrix between you and your customers. This flexibility is further enhanced by Live2Support's ability to make it possible for more than one chat operator to simultaneously converse with your customers.
How Does it Work
When a site visitor or an online customer comes knocking at your e-door and is immediately greeted pleasantly by your chat operator, a two-way communication channel is instantly established. If your customer asks a question or seeks information about a product or service that calls for an expert opinion or specialized information, he or she can invite a colleague to join the chat session. It's like a three-way telephone call. Live2Support's chat features such as the recording of chat transcripts, push URL etc., continue to remain fully functional when your chat operator invites a colleague to join an ongoing chat session.
Benefits of Multi-tier Live Chat Communication
Live2Support's multi-tier chat functionality can be extremely beneficial in situations where the chat interaction calls for more than one facilitator. This holds specially true for technical support chats and specific circumstances where the presence of both the customer support representative and someone from the returns or refunds department is required at the same time in order to resolve a pending issue. This feature can also be deployed by an administrator or supervisor in order to monitor the quality of customer service delivery. The feature also allows a supervisor to terminate a chat session if the quality of service being delivered falls below established company standards.
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