Web Based Instant Messaging For Business

Web based Instant Messaging for business, is fast becoming the preferred communication tool for Website visitors. It allows both, you and your visitors, to interact in real time via live text sessions, similar to MS Messenger.

It enables, visitors to be monitored as soon as they enter your site. It tells you, what search phrases they used in Search Engines and where they came from. It compliments traditional contact methods, such as, Email and telephone but, can also, turn out to be, significantly, cheaper and more responsive.

What are the benefits?

Web based Instant Messaging, tries to replicate what happens when someone walks into your business premises.

As a visitor, you would expect to be greeted and asked if any assistance was required. If you were left to your own devices, it is, unlikely, all your questions would be answered. Therefore, having someone on hand to, immediately, help with some unanswered questions, would be useful to the majority of visitors.

Unfortunately, without the facilities Instant Messaging / Live Chat offers, you only realise someone has visited your site, days or weeks after the event. Obviously, each visit could, quite easily, be an opportunity lost. This would be an absurd situation to happen in the physical world but, unfortunately, is common amongst, virtually, all Websites on the Internet today.

How Does Instant Messaging / Live Chat Work?

Instant Messaging works by including a small piece of code on every page in your Website.

This code is linked to a Database and selected staff members are able to communicate with it via a Control Panel. This code takes the form of a welcome graphic, similar to the one above, and can be modified to your own requirements.

The system is quite clever, in that, it knows when none of your staff are on-line and, therefore, unable to answer any calls. In which case, the graphic, automatically, changes to "not on-line", and when clicked by the visitor, gives them the opportunity to leave an Email.

Allow Visitors To Select Individuals Or Departments

Assuming it is during working hours and staff are available to take calls, when the visitor clicks on the Live Chat graphic, a new window opens and asks them what person or department they wish to speak with. To personalise the system, the visitor, can also, enter their name. This places them in a queue and the system tells them, exactly, where they are in the queue.

At this stage, a bell rings on the Admin Panel and the call is routed through the the relevant person or department. When the call is picked up, the status changes on the visitors screen and a live text session is opened. Staff members can greet the visitor by either, typing in a welcome message or choosing from a selection of user defined "canned responses".

Update Visitor's Web Browser With Page You Want Them To See

During the chat session, facilities are available to push Web pages to the visitor. If a visitor is finding it difficult to locate a, particular, page on your Website, then you can send them the page, directly, from your Control Panel. At which stage, the new page will appear on the visitors screen, usually, to their amazement. If the call has been wrongly routed or requirements change, then calls can be transferred to other staff members.

Instigate Conversations With Website Visitors

However, one of the main advantages of the system, is for you to instigate the Live Chat.

For example, you have monitored the visitor moving through your Website (a trail of visited pages is displayed) and they appear to be revisiting a, particular, page or service. This is an ideal opportunity to ask them if they require assistance.

With one click of a button, an invitation can be sent to them, appearing as a pop-up message on their screen. They can either, accept or decline the invitation.

Give Existing Clients Another Contact Method

Apart for being able to assist new visitors to your Website, Instant Messaging should be encouraged amongst your customer base, as an alternative method of communication. If you are constantly on the telephone, it can be frustrating for the person trying to get in contact with you. However, if the visitor is able to make contact with you via LiveChat on your Website, you can still continue with your telephone conversation, and at the same time, respond to your customers LiveChat request. Much more effective and no one has to be kept waiting.

If you would like a live demonstration of Instant Messaging, then please click the Live Chat graphic, above,e or click the same graphic in our Demonstration Website.

Over the coming years, in our opinion, all successful websites, geared towards offering visitors a better Internet experience, will include some form of Live Chat facilities. The question is, why wait?

Integration with your Website

For existing clients, code is inserted on all pages, linking them to an Administrators Back-end system. A Instant Messaging button is also tailored to your own requirements. For new clients, please refer to our Installation Support overview article in our FAQ section. Once deciding to Instant Messaging, it can be up and running on your Website within a matter of days. There is a one-off cost associated with this system of £345 (plus VAT, where applicable), plus a monthly subscription of just over £20.

To View A Live Demonstration, Please Click The Live Chat Button Above

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Key Benefits - Live Technical Support?

Creates another communication option.
Helps improve customer service levels
Demonstrates a forward thinking
business
Maximises benefits of owning a Website
Encourages existing customers to use Website.
Enables Website to be proactive rather than just reactive
Reduces staff overheads dealing with
telephone enquiries.

Staff can handle multiple calls simultaneously.
Gives important information how visitors use the Website
Significantly improves odds of turning visitors into customers.
Customers and visitors do not have to be kept waiting.
Visitor questions can be answered immediately.
Reduces the costs associated with long distance telephone calls.
Improves communication by offering a non intrusive
communication option.
Calls can be answered from anywhere where an Internet
connection is available.
Instant Messaging is one of the lowest cost Chat solutions on the
Internet today.

Key Features

System is built around industry standard Database and
communication protocols.
Easy to use Control Panel.
Standard package includes up to five staff members on-line at any one time.
Create own usernames and passwords.
Own Logo can be included in text windows
Option to change text colours and sizes.
Unlimited amount of departments or individuals can be created.
Calls automatically routed to relevant department or individual.
Include own department and individual pictures in chat windows.
When off-line, individual contact Email addresses can be setup for each department or individual.
Individuals can be assigned to departments.
Each department can have their own Live Chat Icon on Web
pages.
Live Chat links can be included in Emails as an optional contact method.
Ability to create own Database of "canned responses"
Ability to create own Database of key website pages that can be pushed to visitors during chats.
Staff instigated LiveChat session pop-up window is able to
overcome pop-up banning tools, such as Google's.
Invite to chat window is user defined.
Simple to use Statistics page (all in real-time) showing number of unique visits, page hits, number of chat requests and
sessions, off-line messages, chat transcripts, unique referrers, call transfers, top ten referrers, top ten pages visited, top ten visitors by IP address, and top ten exit pages.
Previous three days stats can be viewed.
Web pages automatically updated when staff off-line and can show modified or different graphic.
When offline, system offers the visitor the option to leave an
Email
System allows visitors to enter their name to personalise the
service and can choose which department or individual they wish to speak with.
Visitors notified where they are in the queue with option to
leave an Email.
Control Panel automatically comes to top of Window if user
using other programs and alarm bell sounds to notify staff of
new chat request.
Status on Staff Control panel shows call as "waiting for chat"
and highlighted in red. Also includes information on visitors IP address Browser type and operating system.
Staff can decide to view additional information on visitor, such as, where they came from and what search criteria was used, what their local time is, how long they have been on-line, if
there are any previous transcripts and, finally, the current page the visitor is on with details of previous pages visited and the
duration on each page.
When call is picked up, system shows which staff member
picked up call.
To speed up chats, staff can choose from a selection of pre
typed "canned responses".
With a single click, staff can quickly visit pages the visitor has already visited.
Pre-defined pages can also be pushed to visitors making it
much quicker and easier to give the visitor what they are
looking for.
When the visitor closes a chat, a transcript is automatically
saved and can be viewed at any time.
Transcripts are tied to the visitor and can easily be viewed the next time the visitor raises another chat session.
Visitors can print a transcript of the chat at any time, to printer or file.
When visitors leave a chat session, the Control Panel is
automatically updated and informs the person dealing with the call, the call has ended and a transcript created.
Staff can answer an unlimited number of calls simultaneously.
The Control panel shows which staff members are on-line and able to take calls (very useful if being supported out of the
office).
Calls can be easily transferred to other on-line staff members together with the transcript of the call.

To View A Live Demonstration, Please Click The Live Chat Button Above

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Live Support Software Admin Interface

Below, are thumbnails of various Live Support Chat windows showing Visitor and Admin user interfaces. For a larger, more detailed image, please click the picture. For a live demonstration of our software, please feel free to click the LiveChat button, above.

To View A Live Demonstration, Please Click The Live Chat Button Above

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Visitor Front End Demonstration

To view a live demonstration of how our Instant Messenger / Live Chat facility could look on your Website, please click the Live Chat Button, above.