What is New at Live2Support: Visitor Window Features
Executive Summary
Many new exciting features have been added recently to Live2Support which will further streamline your customer support and provide it with a new dose of enrichment. We invite you to try out these new features and attributes and provide us with your valuable feedback.
Automatic Transfer to Offline Status Chat Window
If a customer or site visitor visits your web site and is ready to chat with your operator, initiating the live chat session is only a one mouse click value proposition. However, if your chat operator happens to be preoccupied with other customers, you now have the option to automatically transfer the chat request from your customer from online status to offline status. Simply put, in the event of your chat operator not being able to pick up the chat request within a prespecified time period, the status will transfer to offline status thus allowing your visitors to leave a message for you. You get to configure the transition time well in advance. You can either enable or disable this functionality depending on your preference. This is an excellent feature to deploy during those tight moments when you are short-staffed during peak season or when your chat operators are experiencing increased traffic levels.
Queue Position Notification
This innovative feature takes the uncertainty out of the occasional delays your customers may experience while waiting to chat with your chat operators. The system will notify your customers as to their position in the queue while waiting to chat. They can also view in real time the change in the queue status. For example, if your customer is on position 3 when a chat request is made, the position number can be seen decreasing when the customer moves up from 3 to 2 and then to 1.
A New Look for your Hits Log Analysis Reports
Your Hits Log Analysis Reports now have a new look and feel to them. In addition to displaying the data in a tabular form, you can now view the data on a graph. This is specially a plus for our customers who are used to processing and analyzing data visually in the form of graphs. You can now evaluate your web site’s performance at a glance prior to conducting a periodic in-depth analysis.
Automated Greeting and Welcome Message During Chat Pickup
In our continuing bid to automate as many routine and repetitive tasks as possible, we have now automated the greeting message which goes out to your customers during chat pickup. Your operators no longer have to select from a list of canned welcome messages or have to type the message manually each time a chat request is picked up. You can now set to automatically transmit the greeting immediately when your chat operator picks up the chat request and is all set to interact with your customers. You have the option of either enabling or disabling this feature at any time. We encourage you to try this feature and see for yourself the difference it will make by reducing the response time.
New Graphics and Images when you Extend Chat Invitations
We have added many new images for you to choose from when you extend chat invitations including proactive chat invitations and friendly chat invitations. See for yourself by visiting the Control Panel in Live2Support and try a few today!
Improved Chat Transcripts
Chat transcripts play a vital role in shaping the nature and direction of your customer support delivery. You can leverage them not only as valuable training tools but can also profile your customers and better understand their needs. Chat transcripts are also used to evaluate the performance of chat operators. Chat transcripts at Live2Support now feature:
- Time zone of your site visitors
- Duration of the live chat session
- IP address denominated geographical location of your site visitors
- Your site visitor’s country flag
New Smiley and Emoticon Graphics
Although we would like for you to be creative with alphabets, punctuation and symbols to express your emotions, we now offer you an impressive collection of smiley and emoticon graphics to express yourself more succinctly. Use them when chatting with your customers. They too can use them to drive home a point or two. Thumb nail images of emoticons and smileys are now available and are prominently displayed for quick use. We hope that you will test our new waters and implement our new features. Please do not hesitate to drop us a line describing your experience with our enhancements. We welcome new feature ideas and suggestions all the time.
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