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

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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

scenario – you run a mid-sized medical consultation firm, your business has started picking momentum after you launched your website

You want to address the growing demand; so you’ve decided to use a Live chat software to provide customer support on your website

Using live chat, the support agents would keep existing customers happy and answer questions new prospects are asking

Support agents were doing a good job but once in a while, they need help from your core team to look into a specific case

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between the two employees

The next time Jennie receives a similar query, she knows exactly what needs to be done

Moreover, the supervise feature allows better engagement and educates the chat operator of typical use cases that may arise

 

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,

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the color of the chat message will default to Black

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

How to Customize The Appearance Of The Chat Window

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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

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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 >

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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

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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

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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

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session. The customer may feel overwhelmed, confused and detracted.

Be prepared with Canned responses but use it wisely

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

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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,

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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

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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:

The folks at Monetate have put together a brilliant infographic, highlighting the main causes of shopping cart

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abandonment. We can extract these pointers:

  • Do not hide shipping costs: Imagine entering payment details, hitting the “Pay now” button and being greeted by an additional “shipping payment” dialog box. Annoyed? Anyone would be. Unexpected, unplanned-for shipping costs are the leading cause of unfinished transactions
  • Do not make registration mandatory: Jared M. Spool of UIE conducted a series of tests on the effects of user registration on shopping cart abandonment. The studies revealed 75% of the leads forced to register before checkout never wanted to purchase at all. In another case study, the sales went up by 45% after the forced registration was removed.
  • Do not show the coupon code form to every buyer: If you default to showing the coupon code option to everyone, there will be far more bounces. When a buyer sees a discount option, his focus shifts from “buying” to “Googling”. Show the coupon code form
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    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
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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 I: Getting Started

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Getting Started
First, sign up at Inferior your

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Manage your chats via the following tabs:

  • Chat Builder
  • Agents
  • Transcripts

Chat Builder
Logging in takes you to the Chat

Builder page, where you can choose a chat icon and design a chat window for your website

To choose your chat icon:

  • On the Chat Builder page, click Choose

  • Choose a chat icon from the icon library and click Update

  • Or click Browse to choose your own chat icon and click Upload

To design your chat window:

  1. Click Edit Theme to display five edit buttons

    • Click the first edit button to edit the header color

    • Click the second edit button to upload your company logo

    • Click the third edit button to edit the text color of agents’ chats

    • Click the fourth edit button to edit the text color of visitors’ chats

    • Click the fifth button to choose a footer color
  2. After choosing your colors, click Save

  3. Click Publish to display your changes on your web page

To preview your chat window, either refresh the page or click Chat Preview

Installation and Configuration
To install the chat icon/start chat button on your web page:

  1. From the Code Snippets, copy the image tag

  2. View your web page’s source code and paste the image tag wherever you need it

If you

example of a clickable chat icon (and its code):