progressing with livechat, part 2 - growing your skills

Progressing with LiveChat Growing your skills

3 October 2013

W E B I N A R

BlazeHead of Support

Host

01. Visual customization

02. Chat surveys

03. Agent profiles

04. Business automation

05. Chat tools

06. Questions & Answers

Agenda

01Visual customization

.........your.page.com

Welcome to LiveChat

PeterSupport Operator

PeterHello Lucy, how may I help you?

Style it up!

Style the chat window to suit your website.

Think: Chat as an integral part of the browsing process.

Rebranding

.........your.page.com

Custom CSS styles

......your.page.com

Page specific styles

page A page B page C

your.page.com your.page.comyour.page.com

Custom Eye Catchers

page A page B page C

Chat buttons

your.website.comChat now!

Leave a message

02Chat surveys

.........your.page.com

Welcome to LiveChat

Name

E-mail:

How can we help?

Start the chat

lead

client

info

Get instant feedback!

Use short surveys with relevant business questions.

Don't ask for information you don't need.

Contact information

your.page.com

Client Aggregation + Routing

......your.page.com

Survey options

Obligatory FB Connect Non-Obligatory

your.page.com your.page.com your.page.com

Post-Chat Surveys

......your.page.com

After-Hours form

......your.page.com

03Agent profiles

.........your.page.com

People behind the chat!

Personalize profiles, establish a support schedule,

encourage self management and cooperation.

Agent’s profile

status &remote log-out

scheduler

PeterAccepting chats (sign out all devices)

Support Agent

peter@livechatinc.com

9:00am - 5:00pm accepting chats

otherwise not accepting chats

6 concurrent chats

Job title

E-mail

Working hours

Chats limit chat limit

Agent’s groups

Support

Sales

Sales

IT

Chatting on pages: All pages

Chatting on pages: Shopping cart

Chatting on pages: Knowledge base and FAQ

04Business automation

Chat only with prospective visitors.

See how LiveChat does the job of lead generation for you.

Visitor funneling

your.page.com

Welcome to LiveChat

PeterSupport Operator

PeterHello Lucy, how may I help you?

SHOP

1. Visitor starts a chat 2. A departament answers it

your.page.com

SHOP

Welcome to LiveChat

INTELLIGENTCHAT

ROUTING

Sales

Chat automation - greetings

1. A visitor arrives 2. Qualifies as a lead(automated greetings)

your.website.com your.website.com

Welcome to LiveChat

PeterSupport Operator

PeterHello Lucy, how may I help you?

Welcome to LiveChat

SHOP

3. Can engage in chat(intelligent chat routing)

Automated chat distribution

Fair distributionEach upcoming chat is distributed to the next agent

1st round (3 new chats)

2nd round (+7 new chats)

3rd round (+8 new chats)

all agents reached their chat limit

When all agents are busy all chats land in the Queue.

3 7 8

Automated chat distribution & queue

Visitor lands in the queue

N round (+8 new chats)

all agents reached their chat limit

QUEUED CHATS

8

QUEUED CHATS

When any agent becomes available

Agent picks a queued visitor

when any agent becomes available

Chats only with selected visitors

Visitor lands in the chat queue Available agent picks any visitor from the chat queue

QUEUED CHATS

1

QUEUED CHATS

More automation

Chat transcripts forwarding

Integrations Web hooks

3rd party apps

event

your callbacksyour mail

05Chat tools

Establish a process and rules for using pre-written

answers, chat escalation and chat management.

Encourage agents to write FAQs into Canned Responses,

review chat timelines, avoid escalation.

Canned responses

● Short and reusable● Language adjusted to business

○ Collaborative○ Inspired by previous chats○ Shared or group specific

Chats timeline

Chat tools & 3rd party addons

06Questions & Answers

Thank you!This webinar will be published on www.livechatinc.com/webinars/

We will include all the answersfrom today's Q&A session