AliveChat for Support

If your organization is selling a product or service on your web site, AliveChat allows you to quickly provide instant answers to your customer's inquiries. Real-time chat not only reduces phone calls and e-mails, but it increases customer satisfaction and builds customer trust. Surround the Customer with a better user experience due to faster resolution response times and a 'live' feel for your web site and easily distinguish your services from its competitors.

Support Flow Overview

Explanation 1. Customer visits your web site looking for support. 2. Customers reach your Live Chat Button link. They click the link. 3. If there are no Operators online, the Customer is redirected to an offline e-mail form in which they can submit their contact information. 4. If there are Operators available to chat, a chat window appears, asking them to select a particular department such as Sales or Support. A pre-chat questionnaire prompts them for their e-mail address and the question they have during their visit. Once completed, they click Next. 5. Customer is directed to the Automatic Call Distributor: If there are Operators available, the Customer is automatically distributed to the Operator who is least busy. If all Operators are busy, the Customer is put on a Queue (6). 7. Once a chat session has started, the Operator can: Send pre-formatted phrases and URLs which answer frequently asked questions and reduce typing time. Transfer calls to other operators who are more qualified to answer questions. Chat with other online Operators to assist with the chat in progress. 8. Once the chat session ends: Customer has an option of sending the chat transcript to their e-mail address Chat session is automatically recorded for future use by the Operator and Administrator. At the end of the week, Administrators can run reports on the chat requests in order to measure the performance of the support center. With these valuable metrics, they can: View Operator performance (missed calls, response times, resolution rate) and adjust Operator seats and shifts accordingly. View web site traffic patterns (referrers, pages viewed, geographical data, exit pages). Make adjustments to your web site to offer the most efficient solution for your Customers.

Ready? Get Started Now!