Monthly Archives: October 2012

Using The “Supervise” Feature: Let Multiple Operators Join A Chat Conversation

The role of a support executive is to provide good customer support and help the customer in any possible way

But chat operators may sometime need additional help and guidance from other employees of your organization

Customer service is not a department, its everyone’s job; time and again you will have situations when you would want to hook up someone from another team to an active live chat session

Let’s take an example to understand this context more closely

Picture a

Sometimes, you, being the CEO of your company, may want to step into a live chat session to see how things are going

Supervising A Live Chat With Conversion Support

The Supervise feature of Conversion Support allows you to supervise live chat sessions from Conversion Support’s web console and Android application

When a live chat session is underway, your agents can join the live chat and chat with the visitor

Here is how it works

Let’s say Jennie, one of your support agents, is currently engaged in a live chat with one of your customers

Jennie wants Josh from the “Accounts” team to have a chat with the customer and resolve a billing issue

During the chat session, John can’t go to Jennie’s desk as they work from different offices and are geographically separated from each other

This is when John needs to use Conversion Support Supervise feature

Ideally, Jennie will first add John as a user of her company’s Conversion Support account

Next, John has to login to his Conversion Support account and he can join the already active chat session by clicking “Supervise”

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When John joins the live chat session as a “Superviser”, the visitor will have no clue that someone other than him and the current chat agent is viewing the chat

However, Jennie will know that John has entered the live chat as a “Superviser”

Next, both Jennie and John and send chat messages to the visitor, this is a perfect way to provide support when multiple people need to join in the conversation

Here is an example of how the “Supervise” feature of live chat actually works:

Jennie: Thank you for contacting us

This is Jennie, How may I help you?

Visitor: If I subscribe to the quarterly plan, can I downgrade to the monthly plan later?

Jennie: Yes you can always downgrade or upgrade to any plan you like

Visitor: I am interested in subscribing to the quarterly plan but I was wondering whether it is possible to downgrade to the monthly plan after a month

Would you refund me the fee if I do so?

Jennie: Just a moment, we will have someone from the Accounts team answer your query

Thanks for your patience

John: Hi, Thanks for your question

I am John and I take care of all accounting operations for our company

Yes, you can downgrade to any plan whenever you want to, just send an email to your account manager and he will take care of everything

You will only be charged for the current month and we will refund the surplus amount to your account

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Branding Tip: Customize The Appearance Of The Live Chat Window

Branding the live chat applicationWhen it comes to online businesses, customer interactions are mostly virtual in nature. In contrast to a real world business where customer interactions, sales and negotiations are categorical, online businesses have to identify themselves as “The seller”, every time a prospect approaches or a lead is generated.

This is where branding comes in, it differentiates your business from competitors, by making use of “recognizable visual elements” the buyer already remembers e.g the logo, the tagline, colors, fonts and typefaces.

Live chat is no exception; if they dont recognize and remember your brand, you will have a tough time convincing them. In the end, its all about winning the trust.

At Conversion Support, we understand your need for a live chat software that can be customized to fit your website’s design and brand. We give you complete freedom on customizing the appearance of the chat window, you can pick your own colors, upload your own logo and change the design whenever you want to.

In the end, it’s your brand – your associates should feel right at home with Conversion Support.

The following guide gives a brief walkthrough on how you can customize the appearnce of the live chat window.
Customize the look and feel of the live chat window
1. Login to your Conversion Support account. If you do not have an account yet, sign up here. It’s free!

2. Go to the “Settings” section and choose “Chat appearance” on the left sidebar.

 

3. To begin customizing your live chat window, first choose the type of chat window you want to use on your website. You can either choose to show the “On page chat window” or you can choose to show the “Pop up chat window”.

The on page chat window sticks to the right bottom corner of the webpage where the chat is initiated. However, the pop up chat opens a new browser window for the live chat.

Here is a visual comparison of the two:

For best results, we recommend using the “On page chat window” over “Pop up chat”. This is because some web browsers are pre-configured to block pop up windows and popups are not very popular among web users. However, you can use the pop up chat window if your website demands one.

4. Now that you have chosen the chat window type, it’s time to brand the design of the live chat with your website’s logo.


To add a logo to the live chat window, click “Choose File” under “Upload your logo” and upload an image from your computer’s hard drive. The image should be in JPG, GIF or PNG format, with ideal dimensions 260px X 50px.

In general, the size of the logo shouldn’t be an issue for larger images, as our system is designed to resize the image without distorting its aspect ratio. However, if you need help with image dimensions, uploads and fie size, please get in touch with our support team.

Using your own logo in the live chat window is crucially important; a live chat session without a logo may not create a very good first impression. Your visitors remember your brand, they want to connect with you and get answers directly from you, hence it is imperative that you show your website’s trademark during a live chat session.

5. Next, choose colors for different sections of the live chat window and customize the look and feel of the live chat to blend with your website’s existing design.

To do this, click “Edit theme” under “Theme your chat window” and you will see the following:

To choose a custom color for the header of the live chat window, click the “Edit” button placed just next to your logo. Next, choose a color for the header of the live chat window and you should see the changes reflecting on the live chat window in real time.

When you’re happy with a specific color, remember to hit “Publish” to save your selected color.

6. Similarly, you can choose a custom color for the agent’s name and the visitor’s name. However,

White uneven your but:

7. Finally, you can customize the welcome message a visitor sees when a chat is initiated. The welcome message is specific for the agent who is logged in which means, every agent can choose to show his customized welcome message in live chat.

If you have any questions or need further help in customizing the chat window, feel free to contact us or drop us a line at support@conversionsupport.com