What is New at Live2Support
Live2Support’s feature updates and periodic upgrades make it possible for us to remain on the cutting edge of live chat technologies. This month, we introduce three exciting new features that add to Live2Support’s ability to address the diverse needs of our customers.
Customizable Post Chat Survey Form
Site owners and web masters can now set up a user-friendly online survey for customers to complete once the chat session concludes. The survey questions can be tailored to generate relevant data about any subject area that bears relevance to the visitor experience. This online survey is triggered when the chat session is concluded and is in addition to the operator rating feature which the chat application provides.
Customizing Live Chat Graphics on the Web Page
Live2Support now makes it possible for you to strategically embed "Chat Live" buttons on different sections of your web pages. There is no restriction on the number of buttons you may have. You can also choose the color, font style, language and graphical orientation of your chat buttons so that they gel with the overall appearance and look-and-feel of your web pages. The ability to place more than one chat button on a web page is known to increase the frequency of chat requests invoked on web sites thus adding to the quality of the customer service experience and improving service delivery levels.
Chat History Access in the Monitoring Window
As soon as your chat operator accepts a chat invitation from a customer, the entire chat history of the customer including any past chat transcripts based on prior site visits have traditionally become accessible instantly to the chat operator. This has helped to put the upcoming chat session in better perspective and has aided the chat operator to place the interaction in a personalized context. We have now taken this functionality to the next level by enabling direct IP-based access to a visitor's entire chat history from the chat monitoring window. As soon as returning site visitors arrive on your web site, their presence is immediately recorded by our chat application. Your chat operator can now click on the visitor's IP address and view the complete chat history including the chat transcripts associated with that visitor. This data can prove extremely useful in tracking behavior patterns, buying habits and web page preferences only to name a few.
Scheduled Transition from Online Status to Offline Status
In case your chat operators have an occasional tendency to check out from your workplace without logging out from their online chat operator status, you no longer have to be concerned. Live2Support can now be configured to automatically log a chat operator out at the end of the shift so that the offline message can be displayed on your web site. Once the duration and log out time are predefined, the program will automatically revert from online status to offline status thus giving your customers the option to contact you via e-mail messaging or telephone in case the need happens to be urgent. This feature can prove extremely handy in industry verticals such as hospitality, travel and tourism in which customers often need to get in touch with support staff immediately.
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