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Introducing Conversion Support’s Live Chat WordPress Plugin

At Conversion Support, our mission is to provide an easy to use live chat solution to website owners, so that you can effortlessly capture more leads, provide good customer support and grow your business. We understand that not every webmaster is a code rambo; editing template files and deploying changes can mean a lot of work.

We are really excited to unveil our new offering for self hosted WordPress sites – The Conversion Support WordPress Plugin. The plugin dynamically inserts the live chat embed code in your currently active WordPress theme, so Live chat is not disturbed when you upgrade the theme or switch to a different theme framework.

Install Live Chat On Your Self Hosted WordPress site

Here is how to install Conversion Support WordPress plugin on

your WordPress site in less than 5 minutes:

1. Download Conversion Support’s WordPress plugin from the WordPress plugins directory. Once you have downloaded the file, use an archiving utility to extract the content of the package.

2. If you have an FTP client installed, login to your web hosting account, open your site’s FTP directory and navigate to “wp-content/plugins/” directory of your website. Next, upload the “Conversion support” folder to this directory.

3. Alternatively, you can remotely install the plugin within your WordPress administration area, provided you have an administrator user account. To do this, login to your WordPress administration area, go to “Plugins > Add new” and search for “Conversion Support live chat”.

In the search results page, click “Install now” and then activate the plugin.

4. Next, login to your website’s WordPress administration area, go to “Settings >

Conversion Support” and click on “Sign into Conversion Support”

5. This will open Conversion Support’s web console in a new browser tab. Simply login to your Conversion Support account, go to the “Settings” tab and copy the URL listed under the “WordPress Plugin” section.

6. Fall back to your website’s WordPress administration area and paste the same URL under “Conversion Support Chat options”.

7. Hit “Save changes” and you’re done with the installation.

Choose A Custom Position for The “Start Chat” Icon

Now that the plugin is installed, you have to choose a position for the “Start Chat” icon. If your site’s WordPress theme is widget enabled, it is fairly easy to choose a custom position for the Live chat button. Here is how to do it:

1. Login to your website’s WordPress administration area and go to “Appearance > Widgets”.

2. Drag the “Conversion Support” widget and drop it to a widget area on your site’s theme.

3. Done! Now preview your website and you will see Conversion Support’s live chat up and running.

Note: If your website’s WordPress theme is not widget enabled, you have to manually place the following code where you want the “Start chat” button to appear in your website’s template:



Note: Keep the class name “chatIcon”; if you want to style it, use a parent div tag but keep the class name “chatIcon” as it is.

To test it out, view your website. There should be a “Start Chat” button, clicking which will initiate a new chat session.

Have questions or need help in installing the plugin on your WordPress site? Please drop a line at support@conversionsupport.com and we would get back to you.

Make Live Chat Work For Your Business – Tips on Improving The Capture Convince cycle

Using live chat on your website for customer support or lead capture is just half the work done. The other half is equally important – how the chat is executed by chat operators or support agents.

When the lead is captured and a chat is underway, the support agent has very little time to convince the lead. Things can go wrong anytime; the support agent’s tone, approach, agility, relevancy, patience and most importantly, knowledge about the product are some key factors which determines whether the prospect will stick to the chat or quit.

Here are some tips on how to make live chat work for your business.

Do not show “Chat is unavailable”

“Sorry! Live chat is unavailable at this moment, please check back later.”


This is a major turn-off; it gives the impression that you’re not fully prepared to answer questions or provide support to customers when they need you. Agree it is difficult to be online 24 hours a day, especially when you are short of support agents. But instead of exposing your weakness, use a tactical approach and entail a substitute which your customers can make use of.

For example, instead of saying “Chat is unavailable”, use an offline lead capture form that says “Leave your question and we will get back to you as soon as possible”.

This philosophy has two advantages.

First, the customer will be less annoyed since you’re giving him a contact gateway. Second, although you’re offline, you’re capturing the lead’s contact information. Once you have the email address of the prospect or lead, you can resume the conversation at a later time and help him in other possible ways.

Here at Conversion Support, we believe lead capture should not cease while you’re offline. Hence, we provide an offline lead capture form which allows you to display a simple contact form, when your chat agents are offline.

If you’re using a Live chat service that doesn’t provide an offline lead capture form, our suggestion is not to use the “Chat unavailable icon” at all. Show the live web chat icon only when your agents are available and hide it when your agents are offline.

Have an knowledgeable chat agent

The chat agent is the face of your business, he should know the product and the lead-customer-sale cycle like the back of his hand. He should be aware of all the steps of your sales cycle and should be able to answer questions quickly. More importantly, the chat agent should be aware of the type of questions customers usually ask and he should update himself accordingly.

One thing at a time

When you’re chatting with a customer or lead, do not multitask. By multitasking, I don’t mean you shouldn’t handle multiple leads at any given point of time; there will be situations when you would have to attend three to four customers parallely.

What I mean is that you should not encourage multitasking during a single conversation. Requesting the lead to perform a series of tasks, which also includes answering too many questions at a stretch, is equivalent to an interrogating

Canned responses are a great way to save those precious seconds, you can send pre-made messages to visitors in one click. It saves valuable time and energy, so its a good idea to save frequent messages as canned responses.

But there is a catch to canned responses – they “sound” mechanical and there will be situations when personal attention wins over canned responses.

Imagine you’re chatting with an angry customer who wants a refund. You are trying to pacify his anger but he is not at all convinced and wants a refund right away. Meanwhile, you have another chat waiting in queue, so you decided to send an obvious canned response “Please wait, I am looking into your solution”.

Guess what just happened? The customer can sense that you’re not giving him personal attention and this will amplify his anger. As a support agent, your job is to help the customer, not encourage dissatisfaction.

Document procedures and answers

Imagine you’re introducing a product to your grandma. Think about the most basic questions she might ask, think about the difficulties she may face while browsing even the most obvious section of your website. Questions like -”I have forgotten my password. How do I recover it?” or “I don’t know how to renew my subscription”. And so on.

Now what’s obvious for you may not be so “obvious” for your customers; they are being introduced to your product for the very first time. It is very likely that they will have a motley of common and uncommon questions to ask; your support system should have the answers ready.

Write an FAQ page, have a blog, have a knowledge base or support centre with answers to common questions. When your customers ask a “How to” question over chat, you can just point him to an article page, rather than explaining everything from scratch. Shorter and concrete answers win!

Want more tips? Do read – how to build great rapport with live chat and live chat success tips for non native English speakers.

Speed up Live Chat: Use Push Pages To Open Webpages in Visitor’s Browser

Interaction and engagement is the heart and soul of any customer service. Be it a telephonic conversation, support tickets, email help or live web chat, a support agent’s credo is to engage the lead, answer questions and help the end user in all possible ways. This can mean a lot of things e.g finding information on different websites, researching answers, digging up resources and more.

Conversion Support’s “Push Pages” feature makes this entire flow instantaneous.

What is Push Pages?

Push pages is a nifty feature which allows support agents to open webpages in the visitors web browser. As a support agent, you type in a URL in your Conversion Support console and literally “push” the webpage in the visitors web browser. After you’ve “pushed” the page from your Conversion Support console, the visitor will be automatically redirected to the new web address.

Here is how Push pages actually work:

This methodology has several advantages.

Firstly, as a support agent, you are reducing the number of steps and doing the hard work of typing the web address; the lead can just relax with his coffee. The easier you make thing easy for the lead, the longer he is going to stay. If you request him to open a new browser tab, type in a web address and tell him to do something, he might be hesitant. This may cause confusion and the visitor might decide to abandon the chat or just give up.

Secondly, you are putting a dead end to mistakes the lead might commit. Of course, you can send a URL in the chat conversation but the visitor may still commit mistakes. He may copy only a portion of the URL, he may right click the link and choose “Copy” instead of “Copy link address”, he may choose to open the link in a new browser window. Many possibilities.

To avoid these issues, we recommend using the “Push page” feature to open webpages directly in the visitor’s web browser. No errors, no lags and the chat session is fast and effective.

Not on board yet? Sign up today and read our getting started guide.

Install Live Chat Software On Your Website – Getting Started With Conversion Support

When it comes to ecommerce and online sales of a product or service, customer doubt is the biggest problem faced by e-retailers. As we’ve discussed in a previous post, online shoppers are hurried, bustling from one site to another, assuming and deducing their own conclusions within milliseconds.So how do you turn leads into successful sales and convert them to paying customers? The short answer: personal attention. Conversion Support helps you do just that.Conversion support offers live chat software for online businesses, creating an intermediary communication channel between the user and the product. Our app is an ideal lead response solution providing real time support to leads, lower support costs and improving sales conversions. (Learn more)This step-by-step guide will help you get started with Conversion Support and walk you through installing the Javascript code on your website.

Getting Started: Signing Up With Conversion Support

1. Go to Conversion Support and create your account. Conversion Support is free to try, absolutely no strings attached.

2. After you have signed in, you will be taken to the “Settings” page of your account. On the settings page, copy the embed code; an example is shown below

copy-webchat-embed-code

3. Copy the JavaScript code and paste in your website’s HTML template,

layout or theme, right before the ending body tag. You can paste the code anywhere, it won’t disturb other elements of your HTML template.

5. Done!

Congratulations, you have successfully installed Conversion Support’s live chat software on your website and now you are ready to provide support to customers from a web browser or from your Android device.

Don’t speak Geek? No clue how an HTML template looks like? You may want to seek help from a techie friend, email him the JavaScript code and ask him to help you install Conversion Support on your website. Or, feel free to contact our support team anytime at support@conversionsupport.com. We would be happy to help you with the installation.

Watch A Demo

Want to know how Conversion Support’s live web chat really works? Click below to initiate a live web chat with one of our support representatives.



Install Live Chat Software on Content Management Systems

We understand that not every website has its own customized content management system and, as a site owner, you may face problems installing the code on your website. We have put together two step by step tutorials on how to get the code installed on sites that are powered by WordPress and Blogger CMS.

Install Conversion Support’s Live Chat Software On WordPress (Self hosted)

Conversion Support does not have a WordPress plugin yet, but it’s something we have in our product roadmap and will be releasing in coming weeks. However, whether you are using a free WordPress theme, a theme framework, a premium theme or a custom made theme, our code should work just fine.

Here is how to install Conversion Support’s live chat script on a self hosted WordPress website:

1. Login to your website’s administration area with an administrator user account. You must use the user account which has permissions to modify and update core theme files.

2. Go to Appearance > Editor.

3. Select your currently active theme. We strongly advise you to backup your theme before proceeding.

4. After selecting the currently active theme, navigate to the footer.php file on the right sidebar. In general, the footer.php file should contain the closingandtags.

Note: Most themes should have a footer.php file and the footer.php file should contain the ending tag. However, the architecture and functionality of a WordPress theme entirely depends on how the Theme author wants the code to work. If you are unable to locate the footer.php file or the closing tag, you may want to contact the theme author for help.

5. Once you have successfully located the closingtag, paste the code right before it and click “Update file”.

That’s it, you’ve just installed Conversion Support’s live chat software on your self hosted WordPress site. Now, open your website in a web browser and you should see Conversion Support’s live web chat in action.

Install Conversion Support’s Live Chat Software On A Blogger Blog

1. Login to your Blogger account dashboard and select the blog or website where you want to add Conversion Support’s live web chat.

2. Click “Template” and Blogger’s template editor will open. Scroll down to the bottom of the page and you should see thetag. Here is an example:

3. Paste the JavaScript code before the closing tag, hit “Save template” and its done. Now preview your blogger blog and you should see Conversion Support’s live web chat up and running.

WordPress.com: Hard luck! WordPress.com doesn’t allow site owners to edit the HTML source of your website, so you cannot use any third party script on your site’s template.

Need Help?

Have a Question or need help in getting the code installed on your website? Check our support center for answers to common questions or write to us at support@conversionsupport.com.

Conversion Support Live Chat Lowers Shopping Cart Abandonment

Shopping cart abandonment has been an ongoing concern among e-commerce vendors and online retailers. Only a small fraction of customers arriving at the checkout page complete the transaction and buy the product. Studies show as much as 60-70% of users abandon the checkout process, regardless of the design, usability and nature of the product. A report by Forrester claims 88% of internet shoppers openly admit to abandoning a shopping cart without making a purchase.Let’s take a look at some statistics on what drives web buyers to abandon the checkout process:
only to those customers who’ve been offered a promotional discount.

How Conversion Support Live Chat Can Lower Your Rate of Shopping Cart Abandonment

Conversion Support live chat is a perfect way to offer your customers real-time, personal attention. It’s the equivalent of a sales representative attending the buyer while browsing your store: helping him choose a product, answering questions and clearing his doubts right on the shopping floor.
Our live chat solution is proactive in nature ensuring your support agents are automatically notified when customers are on a specific page—e.g the checkout page, product selection or user registration page—and a chat is triggered after a predetermined number of seconds.
Check out the following example of our live web chat in action:
The buyer is able to express any doubts before deciding to buy any of your products. For example:
  • How does this compare to your competitors’ pricing? – With the near-limitless choices of online stores selling similar products, this question is the most likely to come up. With Conversion Support’s live chat, an informed support agent can win these leads by informing them on competitive pricing and how your product stands out.
  • I don’t have a credit card, are there any alternate forms of payment? – The payment gateway is a major concern for most buyers, first-time buyers, especially, may need assistance with the payment process. This is where Conversion Support’s live chat software can help. When the first-time buyer is accompanied by one of your agents, he feels more confident and motivated. Moreover, the support agent can guide the customer during the entire payment procedure.
  • I’m not sure whether I really want to buy this product, or can afford it. – Here we have a lead who is interested but hesitant. With Conversion Support’s real-time visitor monitoring, your agents are armed with crucial information about the buyer. Your agents know the page the buyer is on, what browser they’re using, their operating system and geographical location. The more information your agents have, the easier it is for them to convince the lead and obtain contact information, which can be used later for follow-ups.
Conversion Support handles overflow chats. If you’re unavailable, or running out of chat agents, let our 24/7 call center step in. When one of your products gets a sudden surge in popularity, and you’re not prepared to handle the overwhelming demand, our chat agents can fill the gaps.
The best part – Conversion Support is free for the first 30 days, you don’t have to shell out a dime to try it out. We’re confident our app will attract and retain more leads for your business. Hit the button below and signup today.

Introducing Android App

Track Your Website Visitors On The Go

The Conversion Support team is thrilled to unveil our latest update: The Conversion Support Mobile App.

We’ve brought the fast response time and above-and-beyond-customer-service feel of live chat straight to your Android device. We know not everyone has the staffing available to man a computer terminal and wait for chats, so we thought we’d find a more portable solution.

Our app is simple and intuitive, allowing you to monitor your company website guests and connect with them from your smartphone. It brings all the benefits of live chat without the necessity of a salesperson tethered to a desk.

Automatic Notifications

Our app will automatically alert you of incoming chats and new guest visits. You won’t be caught off guard. Once alerted, you have 25 seconds to decide whether you want to take the chat.

Canned Responses

We understand how important it is to respond quickly to the customers. Save the frequently sent messages as Canned Responses and make your answers ready before they ask you.

Set Your Availability

Being able to take chats anytime is great, but for those times you’re indisposed, you can toggle back and forth between available/unavailable status with a quick touch of the screen.

Emailed transcripts

When the chat is ended, a complete transcript, dated and time-stamped, will be sent to your email address, giving you an easily archived and searchable record.

Conversion Support User Guide, Part II: Configuring, Agents, and Transcripts

Configuring Offline Behavior
When you’re offline or unable to take chats, you can either:

  1. Use the Hidden Icon feature to hide the chat icons, or
  2. Use the Offline Survey feature—a simple, two-field offline lead capture form that collects customers’ names and phone numbers

Creating Multiple Chat Windows
Use multiple chat windows to:

  • Design chat windows with different styles for different web pages/web sites, and
  • Route chats originating from different pages to different departments

For example, you can route all chats originating from yourwebsite

com/careers to your HR department, or all chats from yourwebsite

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com/contactus to your Services department, by creating two different client IDs

Each chat window is identified using a 10-digit number similar to your account number, except for the first digit

For example, if your account number is 930000103, your first two chat windows are identified as 1930000103 and 2930000103

To create a new chat window:

  1. Click New Chat Window

    Then, click the drop down at the top right to toggle between different chat windows or web pages

    • New chat profile IDs resemble your account number, except for the first digit

  2. Paste the new script tag code before the closing tag on your web page

    Style the new chat window to match your brand

Be sure to get the right code from the right profile, so that you don’t deploy your original chat window to the subsequent web pages

Agents
Use the Agents tab to add new agents and manage their skill levels

By assigning skill levels to agents, they can handle chats on different websites or pages

If you

use only one chat window, make sure all agents’ skill levels have values greater than zero

If you use more than one chat window, you can control which agents handle chats

Configure all agents to handle chats or configure certain agents to handle specific websites or brands

Adding a new agent
To add a new agent:

  1. On the Agents page, click New Agent

  2. Enter the agent’s data (e

    g

    name and email address)

  3. Your agents will use their email address to log in

    Their user name and password will be emailed to the email address you specify

  4. Click Save

Setting agents’ skill levels
Skill levels range from 0 to 9

An agent with skill level 0 will not receive chats

An agent with skill level 9 has first priority to receive chats, and an agent with skill level 1 has the lowest priority to receive chats

Agents with the same skill level receive chats with equal priority; Conversion Support uses the round-robin strategy to equally distribute chats

For example, if Agent Bob’s skill level is set to 9 and Agent Larry’s skill level is set to 8, Agent Bob will receive chats first (unless he’s offline or busy)

To set a skill level:

  1. Select the agent

  2. Click Edit

  3. Select the appropriate skill level (0-9)

  4. Click Save

To take chats:

  1. Click Chat Console to display the Chat Console

  2. Select Ready from the status bar drop-down

  3. To receive pop-up notifications of incoming chats, click Enable Chat Notification

  4. On receiving a chat notification, click Accept to take chats from your clients

  5. To end a chat, click END CHAT in the Chat Console window

Transcripts
The Transcripts tab keeps written records of chat conversations

General details include chat, agent, chat resolution, date and time

Specific transcript details include agent’s name, chat conversation with guests/clients and time

To email a chat transcript:

  1. Select the transcript

  2. Click Email

  3. Enter the email address of the transcript recipient and click Send

By default, transcripts are retained for the last seven days

Use the drop-down at the top right to select three other preset ranges: Today, Last 7 Days, Yesterday, and Last 30 Days

To select a specific date range, use the calendar to select the start/end dates

How to Create a Live Chat Console Desktop Shortcut in Chrome

Conversion Chat Software Desktop Shortcut
Conversion Chat Software Desktop Shortcut

Some of the feedback and observations we’ve gathered from our customers and from people evaluating our chat software is that it is somewhat challenging to stay logged into the chat operator console.

I’ve personally experienced this myself. Every day when I arrive to work, I launch Google Chrome, navigate to http://login.conversionsupport.com, login with my username and password, launch the chat operator console, and finally go ready.

To reduce the steps involved in getting started everyday, we created a Chrome Web Store Application that makes Conversion Support chat feel more like a local application while still preserving all of the benefits of a Web application.

To install the application on your computer, visit our Conversion Support Live Chat for Websites Chrome App Listing

Page.

(At this time, this is in closed beta and not available publicly until we are sure it’s a quality tool. If you are interested in installing this application and helping us beta test it, please Contact Us and let us know.)

  • In Google Chrome, browse to http://login.conversionsupport.com/chatconsolelogin
  • Click the “Tools” wrench at the top right of the browser.
  • Select the “Tools” menu, and click “Create Application Shortcuts”.
  • You’ll be prompted to create a shortcut on your desktop and in your applications menu. Check both options and click “Create”.
Next time you need to launch the operator console, simply double-click the shortcut icon and login!
If you have any feedback for our team on how we can improve the software, regardless of whether or not you’re a current customer or just evaluating our software using our 30 day free trial, please feel free to contact us by phone, email, or chat. If you use this method of logging into the operator console and find that it helps you stay logged in, please let us know!

How to Reduce Live Chat Waiting Times

A successful live chat program involves low wait times. If your customers have to wait to find the answer to their question,

they are more likely to abandon the chat.

But time can sometimes be relative. Let’s divide time into two categories: Actual elapsed time, and perceived elapsed time. Actual elapsed time is that which is measurable. In a live chat session, actual elapsed time is typically measured in seconds or minutes.

If you ever stop to watch a pot of water come to a boil, you may find that the perceived elapsed time is much greater than it would be if you were to occupy your time with another task. By distracting yourself, you perceive time as elapsing much faster.

Unfortunately, you cannot measure perceived elapsed time in seconds or minutes.

When it comes to wait times in live chat, the elapsed time between when the customer requests the chat and when the operator joins the chat depends on multiple factors in your contact center. Long perceived wait times result in lower leads captured and lower conversion rates.

Fortunately, these are two metrics that you can measure. If you can lower the perceived wait time, then you will not only perceive your lead capture and sales conversion rates increase, but you’ll also have the much more compelling measurable values to show to your executives and stakeholders.

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Lead generation is about response

Start with a 30-day free trial and see how live chat enhances your business. Many companies see lower shopping cart abandonment,

increased sales, and

higher customer satisfaction simply by communicating with customers and website visitors via live chat. These conversations also give your operation unique insights into

customer behavior.

At the end of your trial, choose either our Basic Chat Plan or Pro Chat Plan. Each plan runs from month-to-month with no long term commitment. We welcome you to change plans whenever you’d like.