LiveChat (formerly LIVECHAT ContactCenter) 6.1.1.0

LiveChat (formerly LIVECHAT ContactCenter) 6.1.1.0 is regarded to be a user-friendly and effective live chat softwarewhich allows your sales representatives to contact customers on the website. Help online visitors find what they need before they leave your site. Chat live and learn more about your customers’ needs and expectations.

Put the chat button and monitoring code to successfully integrate live chat with your website. Let your sales force get in touch with your customers and identify their needs. The following figure demonstrates how your website would look like if you implement LiveChat.

Benefits:

• Boost Your Sales
• • Boosting/increasing sales (LiveChat solution users buy 3 times more often than other web users)
  • Higher number of uncompleted-sales reduction caused by lack of information or customers’ doubts
  • Way to help live and accompany your customers during the sales process
• Human Touch Added to Your Site
• • Building better customer-operator relations thanks to the photo placed in the web communicator window
  • Customer satisfaction and a stronger bond to the brand
  • Returning people satisfied with the customer service
  • No need for customer to install additional software to chat with the operator
• Personal Support
• • Costless communication channel for the customers
  • More effective time spent with the customer
  • Another efficient communication channel for your call center
  • Way to reduce the amount of call center seats
  • Remote work – operators can perform their activities from any place
• Intelligent Visitor Engagement
• • Active chat invitations
  • Benefits from the live help and text chat: ability to send and view URL addresses, send the chat transcriptions to your e-mail, transfer the chat to another operator, create conference with many operators
• Real-time Web Monitoring
• • Identify your customers by reffering websites and search keywords
  • Live preview activity on your website
• Efficiency Statistics and Reports
• • Data for analysis and efficiency optimization – statistics shown in the application indicate the operator’s response time to customer inquiry
  • Chat transcription as a source of opinions and comments reflecting customers’ needs and expectations

1. Agent application
   • Supervise chats held by other agents
   • Request and manage your customer’s desktop with Remote Desktop functionality
   • Proactively invite your customers to chat with both Standard and Personal Invitations
   • Whisper to other agents and help them with sales process
   • Browse history of previous chats with particular customer
   • Transfer the customer to another agent
   • Organise conference and invite other available agents to chat
   • Get notifications about incoming chats and conferences
   • See your customers’ details, including current page and geolocalization
   • Talk with unlimited customers at a time
   • Enable customers queue and start chats on your own with specific clients
   • Ban intrusive visitors from chatting
   • Spell check in real-time with suggestions and custom dictionaries support
2.  Customer web application
   • Chat using your desktop browser or mobile device
   • Know when an agent replies thanks to thetyping indicator
   • Request a callback from an agent
   • Print the chat log
   • Send the chat log to your e-mail address
   • Save the chat log to your local drive
   • Assess an agent and fill the Post-chat Survey
   • Leave a message when all agents are offline
   • Be notified about agent’s reply with a sound alert
3.  Website monitoring
   • Monitor your website visitors in real-time
   • See your visitors’ status: Online, Invited, Chatting, Offline and more
   • Analyse referrers – pages your customers came from
   • Monitor keywords your visitors entered in search engines
   • Check users’ visit history
   • Retrieve customer’s browser, language, accepted/refused invites and more
   • Get notifications about your new visitors
   • Install monitoring code on as many websites as you want
4.  Customization
   • Choose one of available Chat Window templates
   • Brand your chat window with your company logo
   • Play with custom color themes generator
   • Browse Chat Buttons, Standard Invitations and Personal Invitations galleries
   • Upload custom Chat Buttons, Standard Invitations and Personal Invitations graphics
   • Easily customize your Pre-chat and Post-chat Surveys
   • Share common Canned Responses, URL Addresses and Aliases with other agents
   • Integrate your Live Chat software with CRM system
   • Install new features with Add-ons Manager
   • Transfer offline messages to your ticketing system (for example: Zendesk)
5.  Statistics
   • Pre-Chat and Post-Chat Surveys
   • Your agents availability
   • Average Talk Time, Invites and Chats Traffic Density
   • Average Speed of Answer, Average Queue Waiting time
   • Google Analytics integration

• Hardware:
• • Processor: 2.5 gigahertz (GHz)
  • RAM: 1 gigabyte (GB)
  • Disk: minimum of 1 GB free space
  • Network: 1 Mbit/s
• Software:
• • OS: Microsoft Windows Server 2003 or newer
  • Database: MySQL 5.x, Microsoft SQL Server 2005 Express Edition
  • Web server: Apache HTTP 2.2 + PHP 5.2 (modules CURL, SOAP), Microsoft IIS Server 6.0 + PHP 5.2
  • User directory: Microsoft Active Directory (but not required)
• Browsers:
• • Microsoft Internet Explorer 6, 7 and 8
  • Mozilla Firefox 2, 3 and 3.6
  • Opera 9.02 (or higher)
  • Apple Safari 3 and 4
  • Google Chrome 2