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