The Application is simple to use and the service is easy to deploy and initiate.
It requires almost no work on part of the website owner. The service can be enabled
on a website by including the website URl in the application menu and a few lines
of HTML code within the website’s HTML code. The following is a segment describing
how the application can be set-up to initiate the service. We focus on three distinct
software products; the Silver, gold and Platinum software releases of live-chat-software.
Consider the following steps;
WG Live Chat Software is simple to use and the application is easy to deploy and
initiate. It requires almost no work on part of the website owner. The service can
be enabled on a website by including the website URL in the application menu and
a few lines of HTML code within the website’s HTML code.
Greet time is time the Live Chat Support application will wait from the moment the
visitor lands on the website to the time the greeting is sent. In WG Live Chat Software
“Greet Time” can be customized as per need of the website on which it is deployed.
The mode of greeting is an important aspect the Live Chat Software application.
WG Live Chat Application have two modes of greeting.
- - Proactive Greeting
- - Passive Greeting
Proactive greeting
When a website’s service status includes proactive greeting, the Live Chat application
will greet new visitors automatically. This means that when visitors come online,
the application will wait for the assigned greet-time for the website and then greet
the visitor automatically.
Passive greeting
When the service status of a website is set to ‘passive’, the application will
wait for a visitor to request the chat help feature (by clicking the live help button
on the website) before a greeting is sent to the visitor. This feature is preferred
by businesses who want their customers to request assistance on their own if they
are comfortable doing so.
The Live chat application views the users who are logged-in as a pool of human resources,
irrespective of their geographical location. This feature is specific to the management
oversight capability provided by the software. Users (such as managers) are aware
of all the other users who are logged-in and the websites they are assigned to provide
support for. They can also view the number of visitors each user (-or operator)
is chatting with in real-time.
Read more about The Resource Pool in the
User Manual
WG Live Chat Software is designed to identify and manage a team of users using the
various distinct features. A team may consist of a set of roles with each user assigned
a role. This feature facilitates the creation of an online team of users which may
include managers, supervisors, chat operators and more. Each role is assigned a
set of permissions.
Pre-defined Roles
These are the roles which are pre-defined in the application for convenience. The
permissions associated with each of these roles are also mentioned. Users have the
option to edit the permission for these default roles as well.
Manager Permissions: Add New Company, View logged-in resources, View all resources,
View website traffic, Set service schedule, Set Roles and Permissions, Add new resources
and Use Operator Panel.
Role: Supervisor Permissions: View logged-in Resources; View all resources, View
website traffic, Define Service Schedule, Set Roles and Permissions, and Use Operator
Panel.
Role: Operator Permissions: View logged-in Resources, View all resources, View website
traffic and Use Operator Panel.
Each user using the system will have a primary language assigned to them when they
are created. For operators providing the chat service, this will be the language
used for service delivery. There are several selectable languages already included
in the application with language-support for further languages to be included soon.
The routing system will rout chats to operators who are able to provide support
for the relevant language. Example: A chat from a website in Spanish will only be
routed to an operator assigned to provide support in Spanish
WG Live Chat Software’s most attractive feature is its Automated Routing System
(ARS). This system reduces the complexity and time required for supervisory tasks,
makes live-chat support much easier to manage and improves the work efficiency of
customer sales and support teams.
When routing chats from visitors on a website to the operators, the routing system
recognizes two kinds of operators for each website. These are the Primary operator
(the most suitable operator in terms of experience, training, knowledge and skill)
and the back-up (or secondary) operators (the second best, third best and so forth).
Read more about ARS in the
User Manual.
Information stored in the application database may include the information of a
company (website) receiving the service, the library of canned messages and push-pages
for each website, the information of each user using the application and other settings
and options. Any users with the permission to do so can change or remove this information
or include new information. Such changes can be made concurrently from any number
of locations in the world.
When changes to any of this information are made, the online application server
implements these changes automatically across the board in real-time; this means
that changes are instantly implemented in the online database and available to all
users irrespective of the location of each user.
The application comes complete with the tools necessary to generate reports on the
internet traffic on a website and the performance of the chat- operators. It also
immediately e-mails transcripts of chats with visitors to web businesses for review
and follow-up.
Web Analysis
A variety of reports such as traffic and visitor reports, lead generation and sales
conversion reports can be generated by the application to help control and improve
the chat-service and analyze the trends being experienced with respect to online
traffic and e-consumer behavior.
Transcript reporting
Chat transcripts in their original state are saved by the system once a chat is
concluded. These transcripts are automatically mailed to the clients who own the
website and the service supervisor (or a manager), as soon as the chat has been
concluded. Any log checking can also be done automatically as each chat can be viewed
at a later point in time by using the website traffic panel in the application.
The application is capable of providing bilingual and multi-lingual support for
websites. As mentioned before, users, and especially chat-operators will have a
service language assigned to them. A set of service languages can be included for
each website, and the support on that website will be delivered by operators who
know the assigned language. You can support multiple websites with different sets
of service languages for each website.
WG Live Chat Software solution has been geared to provide the full benefit and functionality
of the application over corporate intra-networks. The application is capable of
providing internal customer service support for intra-networks without the need
for software integration (this is especially useful for large organizations with
multiple office locations and with departments which have their own web-portals).
The following are some of the features of the application which make it effective
and productive in this type of environment.
The greeting model: Operators will have the ability to serve any number of
departments through their intranet pages, effecting direct customer services for
employees who access these pages for any purpose.
Limited access: Greeters will be limited to only viewing the traffic and
accessing resources (links/ pages) for the particular (departmental) intranet site
they are assigned to (and permitted to see).
Resource allocation: The software will also allow static or dynamic allocation
of resources over the intranet, with dedicated teams of operators (of any size)
for each site or teams handling a bundle of sites.
Note:The software implementation and the service model would be the same for intra-network
sites as they are for internet websites.
JAVA VS .NET:
Java applet based live chat software systems have been a cause of reliability problems
in the past. Live-chat-software is a.net based application and does not possess
the problems outlined below.
a. Older Java based systems cause memory problems; this causes system freezes and
required operators to log out.
- i. Constantly logging-in-and-logging-out operators cause a managerial headache.
b. A major issue with Java based software is also that visitor end systems – those
which do not have a java runtime environment (JRE) installed - are not visible to
the application.
c. JRE environment at the visitors end (browser) creates the issue of loading applets.
Websites take more time loading the applet than the webpage itself, which is unacceptable.
- i.This problem with Java applets reappears when, while during a chat the visitor
clicks on a link on the website itself, the user and the conversation both disappear
off the operators screen.
WG Live Chat Software is compatible with any browser and the chat window is part
of the website itself rather than a separate pop-up; this saves time in loading
websites.
The WG Live Chat Software system is also resource friendly and provides excellent memory
management without any delays (and therefore, it requires no need for operators
to re-login or restart the application periodically).
Managers and supervisors
The application comes complete with several resource management options through
the use of the ‘resource pool’ and ‘real-time’ panels.
Supervisors and managers using the system can view the dynamic state of the system
and can make simple changes to the environment in order to balance the service load
with the available pool of chat-operators. The unique management features of the
application are designed to make the decision-making process easier.
Operators (live chat agents)
Operators will receive chats automatically from the application server. This saves
the operator the time otherwise required to search visitor lists and find visitors
whom they can chat with. The traffic on a website is managed in such a way that
new visitors on a website are automatically lined-up to chat with appropriate operators
without having to wait in a queue.
Benefits of chat Multitasking
The greatest advantages of Live-chat over other sales and support models (those
based on e-mail, page or phone) are the facts that;
- 1. Support is instantly provided
- 2. Operators can multi-task chats and serve more visitors simultaneously
The application has specifically been designed to reap the maximum benefits of these
factors. No chat queues means that visitors do not have to wait for operators to
become available before they can start chatting – the chats are connected as soon
as visitors come online, allowing the operator to multitask instead of forcing visitors
to wait.
The most attractive feature of live-chat is the monetary aspect of implementing
live–chat in place of other sales and support models.
Lowering the cost of ownership on customer support
The Live Chat Support software lowers the total cost of ownership for a customer
service setup. The cost-per-chat for Live Chat support in general is usually between
$1.5 to $5 per chat as compared to anywhere from $6 to $20 per call for call center
support. In some cases the cost of call support and live chat might be comparable;
however, call support requires high setup costs and maintenance as well as a larger
team (which means a higher cost incurred in salaries). The advantage of the WG Live
Chat Software with respect to the cost model is that a live chat operator is able
to attend to multiple chats, thereby requiring a smaller team. Additionally, the
setup and maintenance costs of Live Chat Support are much lower, requiring only
a small software installation, a few lines of code for the target webpage and one
operator to begin using the application.
WG Live Chat Software is a .NET based application and incorporates many features
which make it easy on system resources and help save on the operating bandwidth
requirements.
The application is small; it requires little space to install it and a moderate
amount of system RAM in order to run it.