Live chat client

The client-side application is built around common UI paradigms in order to facilitate fast ramp-up time. The interface includes customization capabilities and is described by users as "easy to learn," "with an intuitive layout," and "simple to use." The Windows .Net client is the most robust UI and supports the most user customization. You can filter the view of chats/calls/emails/SMS texts to see just those assigned to you, past items (by day or date), those with notes, flagged items, and more. Using the column chooser you can also select what information about each you want to see. Items can be grouped in the grid view using the group-by box and the interaction area is drag and drop customizable to support side by side tab viewing. Customization of grids, columns, and the workspace are persisted for agents.

Proactive Chat

Proactive chat is the ability to target a website visitor and then, using visual cues and coordinated sound effects, to deliberately invite that visitor to engage in a live chat interaction. The invitation can be an image or a small chat window with a custom message that says, for example, "Questions? I'm available for chat!" Invitations can be made manually - with the user determining which invitation to send and to which visitor - or automatically through the implementation of one or more rules. Live800 has been a leader in proactive chat for years. If you aren't using it, you're missing conversations, leads, and conversions.

Automatic reply

When many visitors request chats and the website visiting capacity is high, the customer service operator can open the automatic reply function. The user can automatically accept the requested chats through setting the automatic reply over time. But it's necessary to know that if several customer service operators start the function with the same overtime setting, the system will distribute the operators at random. At the same time, the customer service operator can appoint the automatic sending of welcome messages to visitors after the chat begins. Generally speaking, they always send some welcome or greeting messages to the visitors in this window. The welcome words set by different operators will not influence each other. In order to reduce the workload and enhance the service quality, the customer service operator can set the automatic sending of messages to the unanswered visitors after the appointed time. The messages can be self-defined. Auto-reply is a personal setting. The operator can set his or her own auto-reply time and auto-reply messages.

Visitor tracking monitor

Visitor tracking monitor allows businesses to investigate who's on site and see a complete visit history. Visitor tracking monitor is also the foundation for proactive chat invitation. Conversion tracking helps businesses to draw a bright and measurable line between chat engagements and sales. By placing a small snippet of code on your website pages, you can see instantly and in real time, who's on your site. Users can customize the view inside the Live800 interface to include critical information such as:

Has the visitor been onsite before?

How did they arrive? (Including search engine keyword reporting)

Landing page

Geographic information

Time on site

Current URL

And more...

Canned message

Canned messages increase productivity by eliminating the need for agents to repeatedly type answers to common questions. Once an operator selects a canned message, they can edit it to add a personal touch before sending it. Messages can include links, images, font treatments, and personalization variables like the chat agent name. Access to the messaging knowledge base occurs through folderization, hot keys, or keyword searching.

Monitor Customer Service

All the chat activities of the corresponding customer service operators will be monitored (including chats between the customer service operator and the visitor, and chats between the customer service operators) if this button is clicked. The right is only available for the administrators or some privileged customer service operators.

CRM

Enjoy higher conversion rates, increased customer satisfaction and improved agent productivity by integrating Live800's award-winning chat solution with your customer relationship management (CRM) application.

The Live800 Agent Console provides seamless access to any web-based CRM, allowing your agents to chat with visitors and:

Access, review and update critical prospect and customer data while chatting

Create new leads, cases and tasks from live chat session data with automatic chat transcript logging

Auto-search for duplicate or mismatched records to save agent time and maintain clean CRM data

Export chat transcripts to customer CRM records

Incorporate the chat channel into existing business workflows

Data analysis

Integration with MSN, Facebook, QQ and so on