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LiveAssistance™ Features
Our award winning software is full of features designed to help you turn your
potential visitors into customers. Just some include:
Browser Based Software:
Our software uses strictly HTML based page, so there is no need for your customer or your operator to download a java applet or something similar. This means it will work through firewalls on Port 80 and with any browser platform. It has been tested in IE, Netscape, Firefox, Opera and Safari.
Transcripts and Chats Recorded
The LiveAssistance software automatically records the entire chat conversation
in a transcript. The operator has the ability to e-mail this transcript to
anyone he/she would like at the end of the chat or through the administration
system at a later time. Included with the transcript is all of the customer
information that was filled out before the chat started as well the customer's
IP address, they browser type and version, the referring URL (where the
customer came from) as well as the chat date, start time, end time and total
chat and queue times of the conversation.
An operator or administrator has the ability to search through the transcripts
based upon date or range of dates. Each operator only has access to the chats
that they answered. Administrators have access to every chat within their call
center. Transcripts are saved on the LiveAssistance server. This information
is protected by a username and password for access verification.
Queue Management
LiveAssistance was developed utilizing our extensive experience in traditional
voice-based call centers. Most of what can be said for a traditional call
center can be said for LiveAssistance, including queue management. Each
operator is able to open up to four simultaneous chats with different
customers, and chats are routed to the next available operator. When an
operator logs in they are given a queue number, which resets each time he/she
receives a chat. This queue process creates a load-balanced environment, thus
providing each operator with an equal number of chats. If operators have more
than one chat window open, an operator will not receive a second chat until
each operator who is logged into the queue receives one.
When all operators are busy assisting other customers, each additional chat is
put into a waiting queue. As operators become available, chats are routed from
the waiting queue on a first come, first serve basis. If a customer does not
wish to wait, they have the option of dropping out of queue and sending e-mail
or quitting the queue and may try again later. If no operators are available
to chat, the customer can leave a message via e-mail.
Post-Chat Survey
Through our Post-Chat Survey, the operator can label the transcript at the end
of the chat session to report the chat into pre-determined categories. For
example, the operator can indicate if the chat was a customer service, sales
or a technical question. A report of the survey can then be generated from
the administrative module of LiveAssistance. In addition, it can be
downloaded into a CSV file, which then can be easily imported into a MS Excel
spreadsheet. All of the survey questions are created by the administrator at
the organization and can be edited at any time.
Page Supervisor
Through our Page Supervisor feature, an operator can page a manager logged
into the admin module of LiveAssistance. This allows the manager who is
logged into to take over a chat from the operator who needs further
assistance.
Database Download/Statistics
Through our Database Download/Statistics feature, we allow the manager to
download statistics and the customer database. Some of these statistics
include, chats per hour, per day, per month, and per operator. This can be
downloaded into a CSV file and imported into a MS Excel spreadsheet or Access
database. In addition, the Database download feature can be used to export
the customer contact information, which was entered before the chat
began.
E-mail signatures
Through our e-mail signature feature, we allow our clients to place a live
chat button at the bottom of the signature line of an outgoing e-mail. When a
customer clicks on this button it takes them to the form to start a chat with
a live rep at the organization.
Customer Login
Customers will be able to connect to the LiveAssistance chat through a button
or link on any of our clients web sites. Once the customer clicks on the link,
a new window will open in the customers' browser displaying a form, which asks
for some basic identifying information before proceeding to the chat. This
form is customizable, where each field may be required, optional or not used.
These fields include: Name, e-mail, Address, Phone number, City, State, Zip
code.
Once the customer clicks on the 'Enter Chat' button, a request is sent through
the LiveAssistance server to an operator, providing the operator with an
audible notification of an 'Incoming Chat Request'.
Scripted Responses
LiveAssistance has standard 'Pre-Defined Quotes' for all of our customers.
This makes it easy and consistent for things like the greetings and
salutations. In addition, the LiveAssistance suite allows for full
customization of Pre-Defined Quotes. Through a simple to use form,
administrators can add, edit and delete Pre-Defined Quotes for faster response
times. These quotes can be setup through categories as well to make it easier
for the operator to look for through the Quotes while answering a
chat.
Knowledge Base
A knowledge base comes standard with the LiveAssistance suite. Administrators
can create the knowledge base by using a user-friendly form based system.
Information can be stored by category, which creates an HTML page for easy
navigation while answering chats. Additionally, LiveAssistance can link to an
external knowledge base system if the customer desires. .
The knowledge base can be searched using the built-in search functions of the
IE or Netscape browsers, or through the links, which are automatically
generated.
Push Files and URLs
The LiveAssistance software allows for files sharing through the push
functionality. You can send files, such as documents, PDFs, images, Power
point presentations or spreadsheets.
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