Live2Support Spotlight
Offline Messages, Chat Transcripts & Chat History
Our spotlight for the month of August, 2008 provides you with an overview of two new upgrades which make Live2Support an even more worthwhile investment for your company. These feature upgrades provide improved management of your offline chat messages and further streamline how you manage both chat transcripts and chat history. Although both features have been a part of our live chat software for some time, we have added several bells and whistles to improve the chat experience of both your chat operators and your customers.
Offline Messages
Whenever customers or site visitors visit your web site and find that your chat operators are not available to chat with them instantly, they have the option to leave a message for your operators. Normally, these messages are forwarded to an e-mail address that has been prespecified. As an added measure, you can now access these offline messages from within the chat application directly from the Control Panel. Here is how you can locate this useful feature:
Control Panel > Reporting and hits analysis > Offline Messages
Here you will find all the options to use this function.
- All your offline messages are conveniently archived in your Live2Support account with easy Control Panel access.
- You can reply to these messages from your customers and even forward them directly from within Live2Support without invoking an external mail client such as Outlook Express.
- You can search these offline messages for either names or specific references by using the handy Search feature which you can access from the Offline Messages page.
Chat Transcript and Chat History
Live2Support has been configured to save and archive every chat transaction between your customers and your chat operators. Both the chat history and the chat transcripts are organized to help easy retrieval and access using an intuitively designed chat management system. Additional features are as follows:
- The vital statistics about all chat sessions such as the names or IDs of chat participants, date and time of the chat session, duration of the chat session and other data is always a mouse click away.
- The chat transcript of every chat session is also saved and remains accessible at all times.
- Chat transcripts can now be downloaded as Excel files or in Text format .
- You also have the option to e-mail transcripts to customers or senior management for quality control purposes.
- You can search the chat transcripts database for suitable information using keywords and key phrases.
- A powerful chat history management system with multiple functionality is now in place for seamless management of all chat history functions.
Conclusion
You can now deploy Live2Support's archival features to track customer buying preferences, buying trends and overall customer behavior. The improved functionality can also be used as a training model in which new chat operators can view chat histories and chat transcripts of successful chat sessions that have ended with sales and a documented positive experience for your customers. If you discover new ways to leverage this archival access, be sure to tell us about it and we will profile it here in our newsletter!
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