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
9:00am - 5:00pm accepting chats
otherwise not accepting chats
6 concurrent chats
Job title
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
