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  • Live Chat

    Does anyone use Live Chat? If so, will you share your experience with it. We would not have it available for chat on a set schedule each day. Do you think this would be an asset when we are available? Do you think that customers would expect a set schedule for availability?

  • #2
    We use the live chat at both www.frik-n-frak.com and at www.trickypuzzles.com and it works pretty darn well for us! Honestly, not a whole lot of people take advantage of it, but when they do, it usually results in a sale!

    We're not always "online." However, even when we are not monitoring the online chat, a customer has yet one more way to contact us by clicking on the "offline - leave a message" button.

    We like it most because of the "monitoring" capabilities. When we're really bored... we like to watch people as they navigate through the site! I mean... it beats Gomer re-runs! We can see how many visitors are at the site at any given time and what's being looked at. We see when a customer is having trouble at checkout or experiencing other errors (password not found, trouble accessing password protected puzzle solutions, checkout issues, etc.) and offer assistance.

    For the small investment, it's VERY worth it for us to have the online chat!

    ...not to mention that when I'm on the way home from the office, I have a way of realtime contacting Fr*k to make sure that my grapes are peeled when I get home! ;)

    ~fr_k
    Last edited by www.frik-n-frak.com; 03-12-2006, 06:23 PM.

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    • #3
      Frik N Frak,

      You stated that you, "like it most because of the "monitoring" capabilities. When we're really bored... we like to watch people as they navigate through the site! I mean... it beats Gomer re-runs! We can see how many visitors are at the site at any given time and what's being looked at. We see when a customer is having trouble at checkout or experiencing other errors (password not found, trouble accessing password protected puzzle solutions, checkout issues, etc.)"

      It really lets you see all of this through this chat feature? or are these through a different option that 3d Cart offers? If through this, how do you see all of this happening?

      Thanks

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      • #4
        From my understanding, the 'live chat' feature is included in the 3DC Standard Plus plan... is this correct? Or is there a fee on top of this?

        If so, how does one turn this feature 'on'?

        Comment


        • #5
          Hi echelondvd!

          Yep! For the one time low low price of $37, 652.95 :rolleyes: we get ALL THAT!

          Take a look at the screen capture below . . .

          http://www.frik-n-frak.com/assets/im...hat_screen.JPG

          This is showing a couple of visitors at the site and the specific products/categories that they are looking at. In ver 2.0 it's even cooler as we see the sites with the uniqueitem.html description vs the sortavagueandhardtomemorize.asp descriptions as in ver 1.0 (above).

          Anytime a visitor is having problems (we might see an error page displayed) ie. forgot password, etc. We can "invite" them to chat with us. The visitor receives a popup with a customized message indicating to click <OK> to chat or <Cancel> to decline the offer to chat.

          Multiple departments (ie. "sales", "customer service", etc.) can be created and each has a library of canned commands, replies, links, images, etc that can be sent with one click allowing for prompt replies to common questions. Obviousl, real time chatting is fine, too. You're not restricted to just canned replies.

          Return "chatters" are identified by their registered name vs their IP address only.

          What's really cool is to see the specific click paths people take through the site. Whether email campaigns are generating click throughs, if "featured products" are generating interest, which free online games people are playing during business hours when they should be working, etc.

          All in all it's a very neat and affordable plugin that adds just one more indication of a customer service oriented business and a bit more credibility to the site. I think knowing that there's a real person behind the pixels increases the comfort level of a potential customer.

          Give it a whirl! If you happen to see us online at Frik-n-Frak's, chime on in and say "Hey!"

          ~fr_k

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          • #6
            Thank you!

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            • #7
              Originally posted by www.frik-n-frak.com
              Give it a whirl! If you happen to see us online at Frik-n-Frak's, chime on in and say "Hey!"
              ~fr_k
              --------------------------------------------------------------

              Thanks, Frik or Frak --

              I have live support turned on now... I just need to get it all setup. I noticed that you created your own live support jpg....it looks good and blends in with your site. I think that I'll try to do the same.


              Originally posted by crash
              .......
              If so, how does one turn this feature 'on'?

              Crash -

              Send in a support ticket to get Live Chat.

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              • #8
                Should there be a notification sound?

                I'm playing with the Live Chat program for the first time, and I have to say that I am impressed!

                I do have one question. It seems that one a customer wants to chat with us, we should here a bell or something when they click to chat. I'm playing with this now, essentially chatting with myself (better than hearing voices, I guess). When I click on the support button, nothing happens. No sound to say, "Come to the computer and help this customer."

                Is this the way things are suppose to be? I guess I was expecting a bell or a "You've got Customer" voice or something!

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                • #9
                  I've got a bell to notify me. Are you sure your speakers are turned up?

                  I've had live chat running for a few days now. I like it.... alot. How do we alter the look of the 'leave message' window though? I want a logo in there or something.

                  I'll tell you one thing for sure, I am continually impressed with 3DC and all their cool features. :cool:

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                  • #10
                    Crash --

                    You can change the icons here -- /web/3dlivesupport/files/online.gif and offline.gif


                    Breeze

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                    • #11
                      Speakers are on! I tried on a different machine and when the support icon is clicked, I get the voice of a lady saying something like "incoming chat request" or something to that effect.

                      Not sure why I'm getting no alert on the other computer. (It's old and about to be replaced, so maybe that's the problem.)

                      I agree. This is a fabulous program that will surely lead to higher conversion rates.

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                      • #12
                        Thanks for the information Breeze.

                        lol... Robert, upgrade that computer already!

                        Comment


                        • #13
                          2 things to try.

                          1) make sure you are using IE sound is .au format, which only plays on IE.
                          2) Make sure you allow popups from the domain, i think a popup is launched that is hidden with the sound so if its being blocked sound may not trigger.
                          ----------------------------
                          Gonzalo Gil
                          3dCart Support
                          800-828-6650 x111

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                          • #14
                            I highly reccomend that you do not bug/initiate chat with your customers. I have done extensive hours of research using various live chat apps, 60-70 percent of the people who you initiate a chat with will leave your site immediately. Or their popup blockers stop them from ever seeing your chat box. It's best to have it on and let them contact you.

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                            • #15
                              Originally posted by hanzoswords View Post
                              I highly reccomend that you do not bug/initiate chat with your customers. I have done extensive hours of research using various live chat apps, 60-70 percent of the people who you initiate a chat with will leave your site immediately. Or their popup blockers stop them from ever seeing your chat box. It's best to have it on and let them contact you.
                              Totally true!

                              If you want to do it, don't!

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