Live Chat - PowerPoint PPT Presentation

1 / 11
About This Presentation
Title:

Live Chat

Description:

Live Chat ... Chat button or icon on web site indicates if operator is available ... Ability to accept or reject chat. Automatically routed to next available ... – PowerPoint PPT presentation

Number of Views:1474
Avg rating:3.0/5.0
Slides: 12
Provided by: DPUC
Category:
Tags: chat | live

less

Transcript and Presenter's Notes

Title: Live Chat


1
Live Chat
  • Online tool that allows visitors to your Web site
    to communicate directly with a program
    representative in a one-on-one, real-time
    environment.

2
Engage your customers
  • Improve customer trust and confidence by adding a
    human touch to your web site
  • More customers receptive to online responses
    instead of phone calls
  • Decrease support costs

3
Customer perspective
  • Chat button or icon on web site indicates if
    operator is available
  • Customer types in question and waits for response
  • Two-way discussion continues for unlimited time
  • Leave an email message

4
Operator perspective
  • Operators log in when available
  • Alert rings on computer
  • Ability to accept or reject chat
  • Automatically routed to next available operator

5
Features
  • Canned responses
  • Push pages
  • Email transcripts
  • Initiate chats with customers and/or other
    operators

6
Administrative Controls
  • View all chats
  • End a chat
  • Monitor individual operator times, chats taken
    and rejected
  • Route chats to preferred operators or next
    available operator

7
Impact
  • Some products are web browser based so no
    software installation required
  • Supports online marketing efforts
  • Operators include staff and phone center
    representatives

8
Results
  • Answer questions for both new and existing
    customers
  • Direct customers to all areas of our web site

9
Volume
10
Cost
  • License agreement
  • Start as low as 20 per month
  • Download software/product
  • Start for under 100

11
Providers
  • www.boldchat.com
  • www.livehelper.com
  • www.liveperson.com
  • www.phplivesupport.com
  • www.webex.com
Write a Comment
User Comments (0)
About PowerShow.com