LiveChat can detect when visitors take certain actions on your website and issue chat invitations based on those actions. For example, you can set up an invitation with a help offer that will trigger when a visitor has seen several of your help pages.
Apart from the initial setup, everything related to those invitations will happen automatically. You simply need to answer all the additional chats.
Reach out to specific groups of visitors coming to your website. LiveChat will help you identify who is looking to buy something, who needs support and who is a returning customer.
Make sure your visitors can always spot your chat window by using a custom eye-catcher. The eye-catcher is a graphic that draws extra attention to your LiveChat.
You can either use an eye-catcher from a gallery of ready-made graphics or upload your own eye-catcher that would go in line with your website’s style and design.
Placing a chat feature on your Facebook fan page will open a whole new channel for your customers to use. Your agents can answer the chats from Facebook as if they were normal chats happening on your website.
To complement your use of automatic chat greetings, you can issue personal, on-demand chat invitations to visitors on your website.
This feature allows you to engage valuable prospects that would otherwise leave your website without chatting.
Even when you go offline, LiveChat can still gather inquiries from visitors on your website. When you log off, the chat window on your website is replaced with an ticket form. Using the form, visitors can leave you questions as tickets. When you come back online, you can answer these tickets.
Chats in LiveChat can be either automatically routed to the available agents according to a modified round robin algorithm or they can be manually picked up by agents from a queue.
The algorithm assigns chats to available agents as evenly as possible. It is modified by two additional factors. Firstly, you can set a certain chat limit for an agent and, when the limit is reached, the agent won’t receive any more chats. Secondly, returning visitors will be assigned to agents they already know to make the experience more personal. All excessive chats will be sent to a queue.
When using manual chat routing, all chats go straight to the queue and it is up to you and your agents to pick them up. You can choose which visitors you want to engage.
LiveChat offers two ways of placing the chat window on your website. You can choose a chat window that is embedded on your website and follows the visitor around when he or she switches pages. It works great if you want to make help always available. The other option is to use the pop-up chat window, which opens in a separate browser window. Pick this window type if you want to keep the chat and your website separate.