Live Help module

This module will allow to chat with your visitors.

The Live help module allows you to add live help for customer and sales support quickly and easily to your web site. If you are not providing live customer service via your web site, you are missing out on potential customers or frustrating the ones you currently have. Providing live customer service via your web site can also be a differentiator between you and your competitors.

• Reduce your cost of customer support. By providing live chat customer support, you will see an immediate reduction in the cost of supporting your customers while at the same time offering better service. You will find that a representative can now handle multiple live customer support requests simultaneously instead of just one over the telephone.

• Saved potentially lost customers. If your customers cannot find the information or product they are looking for, they will usually abandon your site. But, if the customer knows they can immediately get an answer to their question without picking up the phone, they will do it! Plus, many customers purchasing products online abandon their shopping cart for unknown reasons. This live chat customer support tool will actually help to prevent this from occurring!

• A web-based live chat client offers the greatest support for various browsers and platforms.

• The administrative module (used by your company representatives to chat with customers) is also browser-based which means no software installation roll out.

• Skills-based chat routing. Chat requsts can be routed to the appropriate representative based on skill set. Each particular representative can be set up to handle multiple skill sets.

• Prompt the customer for their email and a brief explanation of their question or problem before entering the live chat session. This page can be bypassed to take the customer directly into a chat session with your representative if desired.

• Push content and URLs to customers. You can configure pre-set responses and URLs that can be quickly and easily pushed to customers. This makes your representatives much more efficient at handling problems or issues.

• Auto-Invite customer to chat. You can automatically invite a customer into a chat session after a pre-determined period of time. This is extremely helpful if a customer is stuck on a page for a long time and you would like to offer help to him/her.

• Contact Email Form. If no live help is available to chat with a customer, they have the option of leaving a message via an online form. The information is then e-mailed to the designated company representative.

• Quick Link to Live Help. You can create a simple href link (quick link) in which you can place in your e-mail signature (or any place you like) that will let people immediately chat with you. Your customers are just one quick link away from chatting with you! This method can also be used to integrate the live customer support feature into your web site in a matter of minutes!

• SSL technology is used to ensure secure message transmission.

• Enhance response time for communicating with customers for product inquiries and general technical or sales support.

The special chat pages are able with this module for the operator and user.

• On the front pages, the “Live help” link is able in the header. It is refer on the chat request page (“online_help.html”), if there are some operators on-line, or to the “Contact us” (contact_us.html) if there are no person to chat. In additional the green/red light square is used to show the service state.
• On the operator side, the page is able from the top menu.

The are 2 possible way to start chatting:

• The operator invitation.
• The user chat request.

For the operator all of the open session are able in the “Site users” menu. Operator can invite the selected users and they will see the invitation layer on the next page reload. In this layer it is possible to accept or decline the char request.

• If the request is declined, it is saved (so operator cannot re-invite this person) and the layer is closed.
• If the request is accepted, the user is forwarded to the “Live help” page. Then the operations are similar to the “User chat request” mode.

The user chat request can be made from the “online_help.html” page, where the chat request page is present. To start the chat, the user should submit the question in the appropriate section. Then the chat for m is open, where this user can post a few messages, but in any case he will wait the operator.

The operator will see new user warning in the “Waiting users” menu and will be able to join the chat. The conversation will be open for the operator with the ability to switch to another user if required (so operator can chat on a few channels). All of the operator users are showing in the “Operators” menu, in this menu the operator can leave the chat or stop it.

• If the chat is stopped, the appropriate notification will be send to the user and user chat will be closed.
• If the chat is left, the user will see the “please wait operator” warning and will wait another operator.