WebsiteAlive™ Live Web Interaction

All versions of Alive Chat include 2 concurrent Operator licenses. This means up to 2 Operators can log in at the same time to chat with Visitors. Each Operator has the ability to chat with up to 20 Visitors at a time. Within your account, you can create as many Operator accounts as you wish, but logging in simultaneously is based on your license. There is also one Administrator account which is the master user for your account.

All versions of Alive Chat include 2 Operators standard, but you can always increase the number of your Operator licenses for any version. The pricing for each Operator is dependent upon the version of Alive Chat you use.

Mobile Chat allows you to log in as an Operator on your mobile device (iPhone, iPad, Android, Blackberry, and any phone with SMS and web browser) to receive chats. All mobile applications are free of charge and can be found by searching the respective app store for the term 'AliveChat', or visiting websitealive.com/phone on your mobile device.

Create a 100% unique client window experience that matches your web site brand without the knowledge of HTML, CSS, or any programming. Configure your chat window text, greeting messages, offline forms, and even direct visitor to another URL if you are offline. Remove any 'Powered By' text. Use your own custom designed chat buttons and pop up invitations.

All chats are saved in our system for future reference. Search transcripts with our Transcript Manager tool based on data range, and multiple filters. View results in web or download to a .CSV file to view in Excel or other spreadsheet software.

Watch Visitors as they travel from page to page within your web site. View what page they are on, what geographical location they are from (city/state/country), and time on the page. From this information, you can decide to send them an Invitation Pop Up, which they can accept or decline to start a chat.

This allows any Operator to monitor a chat in progress. They can view the conversation in real-time between another Operator and their Visitor. Click a link to instantly join the chat and converse either privately with the other Operator, or in public mode in which everyone can see the 3 way conversation. This is great for training purposes, or just simply any Operator helping out when things get busy.

This allows you to 'record' all the traffic requests made to your web site as seen in the Visitor Tracking. This data is great for later analysis of traffic patterns, as you can see what pages each Visitor looked at during their visit, what referring URL they clicked on to get to your site, and the exit page, which is the last page they loaded when they left your site. This can be used in conjunction with other analytic programs such as Google Analytics as the Visitor Recorder allows you to dig deep into each Visitor session as the other systems just provide a general summary.

Assign Operators certain Administrator functions and permissions without giving away the master account password.

With APIs (Application Programming Interface), you can programitically communicate with your Alive Chat account. Determine online/offline status of Departments and Operators, pass information (pre-populate fields such as customer name, email, phone, initial question, and custom variables as well) automatically to a chat. If you're trying to build an application which requires integration with Alive Chat and vice-versa, this is a must.

A full suite of reporting tools which allow you to track Operator Performance (completed/rejected/missed chats, average response time), Operator Activity (view when an Operator logged in/out), and many other tools which help you determine how much to dedicate to staffing at various parts of the day.

Secure your chats with Certified Privacy from our partners at TRUSTe. Cost is $4.95 per website and included in Pro+ plans at no extra cost.

Secure your chats from our partners at McAfee Secure. Cost is $4.95 per website and included in Pro+ plans at no extra cost.

Create a 100% unique client window experience that matches your web site brand without the knowledge of HTML, CSS, or any programming. Configure your chat window text, greeting messages, offline forms, and even direct visitor to another URL if you are offline. Remove any 'Powered By' text.

If your company has multiple websites/domains needing support, Alive Chat allows you to create unique chat window designs for each individual website. This allows your organization to use one Alive Chat account to support multiple websites with the same Operators! Easily distinguish the source website your visitors are coming from with our visual identification features. Hotkeys (canned phrases) can also be website specific, so only the right ones are available to the Operator when they take chats from multiple sites.

Allow your visitors to leave a message if you are not signed in as an Operator. This message will be forwarded directly to your email box. You may also redirect them to a URL instead of the Offline Email Form. Alive Chat also keeps a copy of the messages which is searchable in case you miss that email.

Configure Alive Chat's user text, prompts, and messages to be in your native language and dialogue.

This feature brings a little flare into the conversation with customizable colors, font types, and sizes. Available for Operator, Visitor, and Administrator fonts.

Create customized Proactive Pop-Ups geared for different users and pages of your website. For example, create a pop-up for new visitors, one for promotions, and one for support.

Use Alive Chat's included graphic chat buttons or create your own design and use it for both online and offline buttons!

Operators can upload an avator image/photo which appears on the Visitor chat window during chat.

We can set up your Alive Chat account with our hands-on configuration and customized design. We can consult with you and offer suggestions and recommendations on the type of Proactive Pop-Up and Chat Button placement that will yield maximum results. This will allow you to get up and running in the least amount of time.

Get real-time information about your visitor as they browse through your site. Gather their IP address, browser configuration, the current page they are on, and see what link they clicked on to reach your site (also called the referrer).

Track how your visitors access your site. See every page that they have visited for their session and the duration of their visit.

Find out where your customers are coming from and the search engine terms they use to find your site.

Discover what country and city the visitor is coming using IP to country geo-location lookup.

This allows you to 'record' all the traffic requests made to your web site as seen in the Visitor Tracking. This data is great for later analysis of traffic patterns, as you can see what pages each Visitor looked at during their visit, what referring URL they clicked on to get to your site, and the exit page, which is the last page they loaded when they left your site. This can be used in conjunction with other analytic programs such as Google Analytics as the Visitor Recorder allows you to dig deep into each Visitor session as the other systems just provide a general summary.

An Administrator (a user in addition to your 2 Operator licenses) can monitor your website traffic in real-time. View which Operators are currently online/offline/away. Also view which visitors are in the queue, chatting, or just browsing your website. The Administrator has the ability to engage in 3rd-party chats with any existing chat sessions that are taking place.

Automatic routing sends an incoming chat to the Operator with the least chat volume, providing efficient load balancing of incoming calls. This also ensures that online Operators receive equal call volume. Ring All Routing sends an alert to all Operators simultaneously, and the first person to pick up will take control of the chat.

Visitors are queued on a first come first serve (FIFO) basis and then transferred when Operators are available.

Create multiple departments for your organization and assign each Operator to handle requests from that department.

Create custom questionnaires in which your visitors can answer before a chat session begins. This can also be used as a pre-screen by requiring the user to enter a value, and also routing them to a custom denied chat screen based on their anwsers.

Create custom surveys for visitors to complete at the end of a chat. Compile the results to instantly measure the satisfaction of a Visitor's chat. All surveys are tagged with their the original chat conversation.

Operators can chat with multiple visitors at the same time. Operators and Administrators can specify 1-20 available chat lines.

Sometimes certain Agents/Operators may not be equipped to answer a question. Alive Chat can easily transfer the customer to another Operator. Transfers can also be sent to an Operator who is logged in on a mobile device via Mobile Chat.

Depending on the browser you use, spell check may be a standard feature. Alive Chat is completely browser-based, so it uses whatever tools your browsers have. Currently, Internet Explorer does not support spell check, however 3rd party tools can be added on to allow this.

Specify emails in which all chat transcripts will be sent to automatically at the end of a chat.

Label a chat upon completion with a customizable label/disposition such as 'Hot lead', 'spam', or 'technical issue'. Each label can be set to send an email with the copy of the chat transcript.

Proactively send chat invitations to visitors browsing your site. Proactive Pop-Ups can be customized to the type of sales pitch you want to present to the visitor depending on where they are on your website. See Customization Features above.

Create filters which automatically trigger Proactive Pop-Up Invitations to Visitors on the website based on time on a page, number of pages viewed, and which page they are on. A campaign is a set of filters which determine if a Visitor will receive an automatic pop up.

This means faster connections and more scalable design to handle high loads of day-to-day traffic. Using sort queries, an Operator can look up a specific chat event.

A SSL (Secure Sockets Layer) Operator and Visitor chat encrypts your chat conversation ensuring no one can intercept critical dialog.

>A “user is typing” message indicator will appear allowing the other party to know when you are typing.

Sometimes a web page already has the answers your customers are looking for. The agent can automatically direct the customer's browser to a specific URL. Customizable phrases allow frequent questions to be answered quickly and easily by agents.

When calls are accepted, programmable greetings respond immediately to welcome customer inquiries.

Visitors have the option of having the conversation log sent to them via email.

When customers connect with a chat, their network IP addresses are recorded. When customers return, their presence is detected and prior chat histories can be instantly accessed.

Communicate with other Operators within your organization via a private chat room. Accessible only by your personnel, this channel is useful to exchange information and communicate with employees who are in separate departments and/or remote offices. When Operators log on, they are automatically loaded into the Operator chat room.

Rename URLs found in the Live Site Monitor to easily identify complex website addresses. For example, 'http://www.yoursite.com' can be tagged as 'Home.'

When you are on break, or away from your computer, you can leave Alive Chat on away mode that will prevent visitors from chatting with you. You can still monitor traffic, receive chat transfers, and request proactive chats while in away mode.

View the results of your custom surveys completed by visitors at the end of chat.

Assign rights to Operators that allow them to run reports and configure the call center.

See the effectiveness of your Proactive Pop-Ups by viewing Reject, Accept, and Abandonment rates.

This allows you to 'record' all the traffic requests made to your web site as seen in the Visitor Tracking. This data is great for later analysis of traffic patterns, as you can see what pages each Visitor looked at during their visit, what referring URL they clicked on to get to your site, and the exit page, which is the last page they loaded when they left your site. This can be used in conjunction with other analytic programs such as Google Analytics as the Visitor Recorder allows you to dig deep into each Visitor session as the other systems just provide a general summary.

An Administrator (a user in addition to your 2 Operator licenses) can monitor your website traffic in real-time. View which Operators are currently online/offline/away. Also view which visitors are in the queue, chatting, or just browsing your website. The Administrator has the ability to engage in 3rd-party chats with any existing chat sessions that are taking place.

Administrators may monitor an Operator's number of calls taken, average calls per day, average response time, and average call length.

Use this tool to query average chat requests per hour. Results can be downloaded into .XLS format.

Use this tool to query chat requests to find customer requests that are solved in one chat session or multiple chat sessions.

This report allows call center administrators to gauge the amount of concurrent chats over a specified time period. Results will indicate if the call center is under or over staffed, suggesting changes to increase efficiency.

Use this tool to query chat requests to determine the amount of specific information capture requests obtained by each Operator. Results will be available only if information capture input is created.

Administrators may produce reports about the number of concurrent chats among all Operators given a specific 24-hour time period and time interval of 5-minute steps.

Tech questions can always be answered via techsupport@websitealive.com, or through our ticket system.

Ask your question via our online chat on our web site or within the Alive Chat system.

Call us anytime at 1-888-696-4513 x2 for technical support and speak with a real, English speaking person. Monday through Friday, 9AM to 6PM Central time.

Our online knowledgebase is available 24/7 at www.alivekb.com.

Be connected to our top management team with extra priority for your technical support requests.