On your website, a visitor hits the Live Chat icon when he encounters a problem or has a question that needs human response. Should an Operator not be available, a message is instantly taken and a response given to the customer at the time they take action. However, immediate response can be given if an Operator is on-line, creating the very best of customer support and satisfaction. Operators can respond to multiple enquiries simultaneously, meaning even your customer support team can be working to greatest effect.
Live Chat primarily has 2 components, which are given to you when you purchase the Service. One component is a small piece of JavaScript code which must be pasted on pages of your website. The second component is Windows-based software, that is to be used by you/your webmaster and your team of support operators.
IMPORTANT
1. Before your website visitor can chat with your Live Chat Operators, he must have either JAVA or Flash 7 or higher installed in his computer. If neither of these are installed on the visitor’s computer, the Chat window will not get initialized in his browser, due to which he will not be able to chat.
2. A visitor to your website will be able to use the Live Chat Service only if firewall ports 43 and 143 are enabled at his end.
Reference:
Java >>
Flash >>
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When you paste any of the Live Chat codes on the pages of your website, these pages display a Chat icon that the visitors can click to chat with your Support Operators. There is a set of such icons that indicate different statuses of support. You can completely customize the icon set on your website.
Customizing Live Chat icons
1. Login to your Control Panel, search for the Domain Name for which you have purchased the Live Chat Service and proceed to the Order Details view page. Click here to know how >>
2. Here, click Live Chat Manage Service. This will take you to the Registered members area.
3. Under SETTINGS, click Select Icons.
4. Select any of the icon sets listed here. Alternatively, you can also choose to upload your own icon set, by selecting the Custom Icon Set option at the bottom.
IMPORTANT
- If you wish to use the icons on websites protected by SSL i.e., web page URLs beginning with https://, select the checkbox adjacent to These icons require https support as they will be put on a secure website.
- The above option will not be applicable for Custom Icon Sets.
5. Once you have chosen the icon set of your choice, click Submit.
Receiving emails sent by the visitor using Leave a Message option
Messages left by the visitor using the Leave a Message option are delivered to you in the form of an email. You can specify an email address to receive these mails as explained below:
1. Login to your Control Panel, search for the Domain Name for which you have purchased the Live Chat Service and proceed to the Order Details view page. Click here to know how >>
2. Here, click Live Chat Manage Service. This will take you to the Registered members area.
3. Under SETTINGS, click E-mail Address.
4. By default, the email address associated with the Customer Account managing the Live Chat Service is listed. You may specify a different email address here.
5. Click Modify Email Address to save the change.
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Whenever a visitor at your website clicks the Live Chat icon, a new browser window is launched. This window uses a Java applet to connect to the LivehelpGenie Server and provides chat technology.
Gossimer provides you the ability to comprehensively customize this chat window. Not only can you determine the color themes and logos, but you can also modify the default hard-coded messages and button labels. Follow the steps below to customize the chat window:
1. Login to your Control Panel, search for the Domain Name for which you have purchased the Live Chat Service and proceed to the Order Details view page. Click here to know how >>
2. Here, click Manage Live Chat Service. This will take you to the Registered members area.
3. Under Settings, click Chat Window Branding.
4. Here, you can specify details such as
- The location of your company address and logo – Every time a chat window opens, your choice of logo is fetched from the URL you specify here and displayed in the window.
- The link to which your image points
- Miscellaneous text, such as a Welcome message or your Company slogan.
- The window color theme
- Display post chat survey and option for visitor to receive copy of chat transcript by email
- A customized message to be displayed when your Support Operators are not available for some reason.
5. Click Submit.
6. Under SETTINGS, click Chat Window Text.
7. Here, you can specify your own messages or text to replace the default hard coded text in the chat window, such as the connection or wait messages and the button labels.
8. Once you have specified these, click Submit.
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