The new chat window takes all the functions of its predecessor and brings new improvements in terms of easy navigation and wider reach. The best part about it? It is persistent, your visitors will no longer have to keep your website and the chat window open in separate browser tabs.

Every time your visitor switches to another page, the chat window will follow, enabling for a number of benefits:

• An embedded chat window increases the number of chats considerably. Your visitors will find it always at their cursors’ length. According to our statistics, they are more likely to start a chat with this kind of window in place.
• Higher Invitation to chat conversion. We noticed about 40% rise in the number of chats on sites with enabled embedded chat window (and in several cases – this number went up to insane 300%!)
• A lot of synergy with our Push Pages functionality. Now you can push a link to your customer and open the new page without the need to switch between browser tabs. Thanks to this, pointing your visitors in the right direction is considerably easier.

Embedded chat window offers also:

• Functions like our Visitor Satisfaction system and Social Media Integrations.
• Greater degree of customization with the use of custom CSS.
• Easier and shorter implementation process. Only one installation code is required now, allowing for seamless integration with our solution.

When we designed our embedded chat window we didn’t forget about the rising number of customers who browse pages on their mobile devices. With embedded chat window on your site, they can communicate in an easy and comfortable way, that is sure to go appreciated.

Don’t take our words for granted, go to our site, see how easy it is to navigate and talk with our representatives at the same time and feel the difference! You can see an example implementation of the chat window on our page.

Be one of the first to try out the embeded chat window – easily activate it in your control panel.

LiveChat integrates with Assistly to improve customer service by speeding up the support process. Chat agents are now able to escalate inquiries to Assistly tickets using a single hit of a button.

What is Assistly and how does the integration look like?

Assistly (www.assistly.com) is a web-based service that allows you to keep your customer support communication in one place.

How does the integration work and save time?

Manual transfer of a chat into a ticket form, with passing e-mails and transcripts usually (from testimonials and my own expertise) takes about 2 minutes. Chat agents tend to multitask, serve many customers concurrently, so that time may vary. Using the integration, agents not only save 2 minutes per inquiry (that means saving an entire hour each 30 chats!)- they gain a lot of time to improve their customer service performance on a daily basis.

Frontline chat agents love it! During the chat, all an Operator does, is clicks the Assistly button to make a quick ticket:

• Escalated chats can be managed by higher tier support staff
• Sales inquiries can be passed onto sales teams

How to start?

More details can be found on our tutorial page.

And if you are looking for a tool that will improve your customer service, we encourage you to sign up for free Assistly trial and take it for a 30-day test drive.

Features the most useful and popular among our users were also presented, including: tag-based canned responses, social media integrations, LiveChat on Facebook fan page and our mobile applications.

Don’t worry if you missed the webinar – we have it recorded on video – you can watch it below:

Here is the list of the additional materials mentioned in the video:

• Learn how to boost invite to chat ratio.
• Find out more about the Triggers and Goals/Conversion Meter.
• See how online retailer ScotteVest.com closes 25% of their chats with sales using LiveChat.

Folks from YouDo Ltd. made us a really nice surprise and came up with Beetil-LiveChat integration. Now the IT companies can utilize LiveChat’s potential even more by turning its chat transcripts into service tickets.

What is Beetil?

Beetil (www.beetil.com) is web-based service management tool based on the widely accepted ITIL framework that helps run a tight service desk. Let’s allow Dan Lee, the founder of Beetil to say more about the service he works on:

How does the integration work?

Imagine you chat about an issue that requires an escalation to another tier of support or to an employee, who isn’t available at the moment. Instead of transferring the chat, you’d want to create a ticket with the description of the issue so that it can be solved later. Attaching the chat transcript to the ticket as a part of the description would also be nice, right?

Now – that’s where Beetil comes in handy! There are two ways you can use the Beetil-LiveChat integration:

• browse through chats and paste one into an existing incident
• create a new incident from a chat

How to start?

More details about the Beetil-LiveChat integration and its setup can be found on Beetil’s blog.

And if you are looking for a tool that will improve your service management, we encourage you to sign up for free Beetil trial and take it for a 14-days test drive.

Were you ever considering implementing a live chat solution on your site, but never got the opportunity to see it in action? Now, thanks to Zendesk and LiveChat, you have that occasion!

We will host a joint webinar with Zendesk to show you how LiveChat and Zendesk can help online retailers.
This will be a great opportunity for online retailers who want to acquire an additional tool for communication with their clients.

Apart from integration with Zendesk, LiveChat’s own Błażej Szperliński, Support Specialist and Szymon Klimczak, CMO, will discuss and describe the following:

• Automated chat invitations
• LiveChat metrics, how to use the data
• Tag-based canned responses
• Generating social media followers
• Mobile apps

Retailers commonly implement LiveChat on their websites in order to lower the number of returns, and to boost revenue by increasing conversion rates thanks to immediate contact. The application automatically tracks down the most valuable prospects browsing the store, and sends them personalized invitations to chat. As a result, shopping cart abandonment level drops, and every one of four chats ends up as successful purchase.

The webinar will take place on 19th of October at 10AM PDT. You can sign up for it using the following link:

The following description of the functionalities available in the chat window and instructions on how to set them up will help you in creating your perfect chat window!

To start off, you should log in to your Control Panel and head over to Settings » Chat window. A preview chat window is available here that will give you an idea how your chat window will look on a live site. No matter what changes you are making, always remember to save them afterwards!

When you hover your cursor over the preview chat window, a set of options will be displayed, allowing you to change both the look and functionalities of your chat window.

Chat window functionalities:

Company Logo

Too customize your chat window with your company logo, just hover over the default logo and click on Upload a new logo….

Social Media

Adding social media buttons will allow your visitors to quickly get access to your Facebook, Twitter and Google+ pages. With just one click in the chat window, you can get an additional ‘like’, a new follower or a ‘+1′. Add this functionality by checking the box for social media and adding your account name information.

Visitor Satisfaction

Enabling the visitor satisfaction control will give your visitors a quick way to rate your operators. This can be of great use when you are trying to gauge the effectiveness of your service. To turn this control on, simply hover over it in the preview chat window and click to toggle it on.

Mobile Icon

Answering clients from a mobile device can sometimes take longer then it does on a desktop computer. The mobile icon functionality is a great way to let them know that you are writing from a mobile device, which can give you a bit more time to work with. Just click the icon in the preview chat window to turn it on/off.

Chat Transcript Request

By clicking on this icon, your visitors can request a chat transcript to be sent to their email address. Just as with enabling other functionalities, clicking on it in the preview chat window will turn it on/off.

Colour Customization

Selecting a correct colour scheme will make your chat window an integral part of your website. You can choose from a range of pre-made schemes or modify each element of the chat window separately.

To select a pre-made template, use the menu on the right of the preview chat window. To change the colour of a particular element, hover over the preview chat window and click on the icon that will appear.

Remember:

If you have several skills set up, you can customize each skill’s window differently! To do this, simply select the desired skill from the list, alter the chat window and save.

Examples

Here’s a list of several LiveChat customers who have done an awesome job of tweaking and tuning their chat windows:

• SingleHop – great hosting provider
• Ambient Bamboo – earth friendly bamboo flooring
• ModCloth – vintage and retro clothing, accessories and decor
• ScotteVest – world’s best travel clothing company

Feel free to let us know about amazing customizations you have done in the comments!

It happened again! Shortly after we added the social media icons and Facebook Like button to the chat window, we heard you asking for this.

Now Google +1 button has arrived and can be added to your chat window next to Twitter and Facebook icons. Your visitors and customers will now be able to +1 your website, making your business more visible among their friends.

What is Google +1?

+1 is a Google’s answer to Facebook’s Like button. It was designed so people can recommend valuable websites to their friends, contacts and the other web users. This is what Google says about +1:

As your +1′s could be visible in your friends’ search results, it may obviously affect their decisions in regard of selecting certain websites (read: products and services) over others. It has also been confirmed by Google that +1 will affect website’s performance in search. That’s why this small icon in your chat window could be so powerful.

How to activate Google +1 button in my LiveChat?

The activation mechanism is similar to what you already did when adding Twitter and Facebook profiles.

In your control panel navigate to Settings tab – Google +1 can be found in the Social media area, sitting there above Twitter and Facebook. All you need to do to activate it is enter the domain you would like to collect the +1′s for (in most cases it will be the main domain of your business). The preview should load within a second or two. Don’t forget to save changes and after that- you’re good to go!

BTW: If you like this feature and our work overall, it’s a good opportunity for you to add your +1 vote for LiveChat website. Thanks!

The summer and holidays are over, it’s time to get back to work again. The kids went back to school, so maybe it’s a good idea for you to learn something new as well?

I prepared a short list of cool facts about LiveChat – some will tell you about features of our product, the others will show some interesting statistics. You might have known about some of them, but did you know them all?

30 tweetable facts about LiveChat

New to LiveChat? Here’s a bonus fact for you:

It’s ready – you can add chat to your Facebook fan page:
get an official LiveChat app for Facebook Fan Pages!

Until now, we already had several social media features added to LiveChat:

• links to Twitter / Facebook
• Facebook Like button in the chat window
• customer identification using Facebook Connect

Some customers who saw a chat window embedded on our fan page approached us asking if we plan to create a dedicated app for that. “LiveChat to Facebook fan pages?”- we asked – “It makes perfect sense!” And one of customers – Alfonso J. Fernandez from Web Hosting provider Lunarpages in details shared his expectations about adding chat feature to their fan page:

Sam from Webitecture was thrilled when he heard what we’ve prepared. He installed the app immediately – see the result on the picture on the right.

After you install the app on the fan page, it gets even better – the possibility of logging in with a Facebook account makes your chat even more accessible to your visitors. Now every time somebody comes to your page, you are only 3 clicks away from a new chat, creating a business opportunity or completing a sale – the possibilities are endless!

Get LiveChat for Facebook Fan Pages and let your fans reach you directly on the most popular social network in the world!

John Basile uses LiveChat-Highrise integration on a daily basis

John Basile is responsible for Business Development at IdeaScale – a platform to collect, share and rate ideas from customers. IdeaScale has been relying on LiveChat since February 2011, gradually increasing its utilization and adding more operator seats over the following months.

John told us:

Have you ever thought about having the crowdsourced idea management tool on your website? Now there’s a good opportunity to finally get it – IdeaScale offered a special deal for LiveChat customers: 30 days of service for free.

Sign up for IdeaScale and ping LiveChat operators on their website to claim 1 month of free service!

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If you’d like to do a guest post or get your business featured on our blog, let me know!