Talk with your online customers

Make use of all LiveChat features and provide higher quality customer service.

1Identify

Start each chat prepared

I spy with my little eye

Look through your visitors’ eyes by knowing what page they are currently viewing. Use this information to offer more personalized support. Your clients are sure to appreciate this extra feedback.

From search results with love

Learn what keywords your clients used in the search engines to get to your site and use that information to offer direct support. Reflecting keywords in your invitations is sure to net you more chats.

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The right address

Know your visitors’ location through LiveChat. You will be able to point your customers to a shop/office closer to them or offer accurate shipping information right on the spot.

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Pre-Chat Survey

A well prepared pre-chat survey can save you a lot of time. Having all the basic information about visitors will let you to jump into the conversations prepared and ready to answer all inquiries and questions. Pre-chat surveys can also give your visitors the option to choose the department they want to reach from the get-go.

Facebook Login

Using our Facebook Login integration, you can give your visitors the option to log in with their Facebook accounts. This lets them start chats with a single click and gives you the benefit of all the additional information Facebook can provide.

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2Engage

Approach your customers based on their interests and needs

Always at arm’s length

Approach your customers with a persisting chat window that will appear on your site. When they open a chat and navigate to a different page on your site, the chat window will follow! Offering a constant channel of communication will allow you to always be in your visitors’ reach.

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LiveChat for fan pages

You can connect with your followers on Facebook thanks to the innovative LiveChat for fan pages. Your fans can access your customer support or sales teams easily and directly from Facebook. This will allow you to get more fans and promote your service or product as if you had your chat on multiple sites.

EyeCatcher

To increase the effectiveness of your invitations you can make them stand out more with the EyeCatcher. It is a fun way to turn your visitor’s attention to your chat window, and in turn, generating more chats for you. You can customize your EyeCatcher however you want or you can use one of the pre-made designs.

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3Chat

Handle multiple chats with ease

It’s easy to remember

An easy way to follow even the longest chats, the Conversation Timeline will provide operators with full conversation history. You can access all the previous chats on the fly without the need to browse through external chat archives.

Rounding it up

Visitor Circles, a visual representation of your visitors, will help you navigate between chats. The circles will also change color when a visitor is waiting for an answer for an extended period of time, giving you a visual notification and help you with prioritizing chats.

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Read their minds

Message sneak peek feature allows you to see what your visitors are typing in before they send it over. This can be helpful in understanding your visitors’ needs better and is sure to help you in chatting with hesitant customers.

Total recall

Our canned responses system will help you handle your chats more effectively and increase the number of chats your operators can handle simultaneously. Tag-based canned responses allow you to recall pre-made messages within half a second.

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Chat Supervision

Easily manage your operators using LiveChat. Supervision capability allows you to join ongoing conversations as an observer to assess, help and train your operators in real chat situations.

Managers can use this feature to covertly whisper useful tips and information to the operators which can help in converting a visitor to a customer. They can also join the conversation to speak to the visitor directly.

You’re not alone

Whenever your operators feel that they are overloaded with chats, or a particularly important client needs to be serviced, they can use our chat transfer feature to get help from free or more skilled operators.

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Convenient toolbox

Some of our 3rd party integrations can be used straight from the chat window. A special More button will appear in your chat window. After clicking the More button, you will get access to some additional options and giving you the opportunity to use a help desk or CRM in the chat window.

4Satisfy

Leave your customers happy

Putting things into perspective

Keeping tabs on your live chat and operators made easier. The Dashboard gives you a bird’s eye view on your implementation and helps you to put things into perspective. Statistics like Total and missed chats, Visitor satisfaction and Operator rankings help you get the general idea about your live chat’s effectiveness.

Be the number one

A quick glance on the ranking and you know who deserves a pay rise. Operator Rankings use an algorithm that estimates who does the best job when chatting with clients. The king is only one, however, the position can switch hands very easily so everyone should do their best to achieve it!

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Quick Facts

This section will provide specific knowledge on your live chat. When used correctly, this knowledge can be a great boon to your implementation. High number of queued visitors means that you need more agents online. Goal counter shows you how many visitors have reached specific goal, i.e. making a purchase. Finally, the overall customer satisfaction rate lets you know how satisfied are your visitors.

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Goals

This section of the Reports gives you an idea how successful your live chat is. By setting up a certain condition that should take place after a chat, you can measure how many chats end with a sale, a subscription and any other positive result.

Availability

Another important metric to follow is your live chat’s availability statics. Using this data, you will know when your operators were online and what kind of coverage your live chat provides. This knowledge tends to be very helpful when you are looking for new ways of reaching your clients, since wider day coverage provides more opportunities.

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Get started

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