You can now monitor and record various LiveChat events using your Mixpanel account.
The integration tracks events like chat started, pre-chat survey filled out and more to give you a better understanding about how your LiveChat works.
Check out the integration tutorial for a full list of tracked events and installation instructions.
Get the whole picture about your previous chats by looking up additional customer data right in the Archives. From now on, all archived chats include the following visitor information:
You can get this data in your chat Archives. Simply select a conversation and the information will be available at the bottom of the chat.
Track LiveChat-related events in Kissmetrics to learn more about your customer service.
You can now track events like displaying a greeting, starting a chat or filling out a pre-chat survey. This data will show you which such events can be optimized to get even better results.
Learn more about the integration in the Knowledge base.
You can now get the LiveChat integration for Bigcommerce directly from the Bigcommerce marketplace. The integration will allow you to easily add LiveChat to your Bigcommerce store and chat with customer within minutes.
For more information about the integration, check out the integration guide.
Until today some of the website visitors clicked on the chat widget only to see how it works. With the pre-chat survey disabled, a chat with the curious visitor was started automatically and in such cases, visitors often did not enter any messages, because they didn't intend to start a chat at all.
Such "empty" chats led to major discrepancies in reports. In example, when LiveChat reported about 100 chats on a given day, some of these chats could have been empty and the actual number of chats would have been lower. Moreover, conversations without any messages took up agents' chat slots, so the agents couldn't handle additional chats even though the visitor did not participate in the conversation.
After today's update, with the pre-chat survey disabled, the chat is now started only after the visitor sends the first message. Automated greetings will work in the same way: the chat starts after visitor's first response.
Your customers can now use the updated embedded chat window when chatting with you from a mobile device. The new design will make chatting from a smartphone or a tablet a seamless experience.
The new mobile chat window is fully customizable. You can use CSS to change its look and behavior. If you are using the embedded chat window, it will now open in the same window when accessed from a mobile device.
You can now modify the time it will take for chats to turn inactive (gray circle).
You can either increase the inactivity time if your clients tend to send messages less frequently or decrease it to free up chat slots more quickly.
Learn more about inactivity from our article.
You can now use several integrations directly from the Archives. For example, if you are using the Salesforce integration, you can add a contact to Salesforce directly from the Archives.
You can now click on a number of reports to see the related chats and tickets. For example, you can see all chats made during a given day by clicking on one of the bars in the Total chats report.
You can also click on pre-chat and post-chat survey results to bring up the related chats. For example, you can quickly find all chats in which customers didn't get a solution.
To learn more, check out our article on advanced reports functions.
You can now look up your customers using the Nutshell integration. It allows you to display stored customer data from your Nutshell CRM in the LiveChat application, which makes servicing returning customer much easier.
You can learn more about the integration in the Nutshell integration guide.