1. LiveChat on a website
Hi, my name is Kuba and today I’ll guide you through the LiveChat software with a short presentation with everything you need to know about LiveChat.
This is our livechatinc.com page where the chat is already implemented. The default placement of the chat window is here, in the lower right corner of the website.
If you want, you can place it on any other side of the page. We decided to place it here defaultly, because, based on our experience, it allows your visitors to chat with you and browse the content of your website at the same time.
Your customers can simply start a chat by clicking on the chat bubble. You can set up a pre-chat survey, so you could ask your website visitors for some information you need before a chat starts.
Here in LiveChat, we ask our customers about their email address, website address and also the topic of the conversation, but if you want you can easily modify your pre-chat survey and set up any type of question you want. Once I fill out the fields here and hit ‘start a chat’ button, I’ll be connected to one of the available agents.
Once I fill out the fields here and hit ‘start a chat’ button, I’ll be connected to one of the available agents.
As you can see, all of the chat messages are visible for me all the time, so I can see the timestamps, the message that agent sent, the message that I’ve sent. Also, I can see an indicator showing me if the agent read my message.
I can simply give the agent a rate during the chat. Later on, I can continue the conversation.
If there’s a need, I can also send a chat transcript to my email after the chat is over.
I can also attach some files to the chat, so if I want to share some documents, screenshots, I can easily do it over the chat without switching between different communication channels.
The chat has two states depending on agents’ availability. When there is at least one agent available - the chat is online, and once all the agents will log out of the application, the chat will switch to the offline mode.
Just to show you how it looks like, I’ll switch myself to an offline mode and refresh the page. Now you can see an offline window with an offline message form, so your customers could leave you a message you’ll come back to later on. The message will turn into a ticket, which I’ll be explaining later in one of the next videos.
The form can be customized depending on what kind of information you’d like to get from your visitors.
That concludes the first video about how the chat looks like on the website, stay tuned for the next one.
2. Setting up LiveChat
Hi, it’s Kuba again and in this video I will show you how to implement LiveChat on your website and how to set it up to look exactly the way you want it on the page.
You can do it in a couple of ways. The first way is simply copying and pasting the code into the website, or you can use one of the provided plug-ins to implement the chat.
You can decide on which pages the chat will be available on - we recommend to place it on all pages of your website, so all your visitors can access it at any time needed.
And this is the one and only moment when you may need some help from someone from your tech team, who is responsible for the website, because from there on you can do all the LiveChat customizations by yourself in the settings section.
The settings section is divided into different subsections, so you could easily navigate through it.
The first one is a chat window. Here you can customize your chat window looks.
We have two window types that you can choose from - it’s up to you if it appears as a little bubble or a rectangular bar on your website.
You can also modify the colors of the window, where it should be placed on the website, and some other tweaks like your own logo or agent’s picture.
So, just a few clicks and saving the changes will apply all the modifications to your LiveChat.
But that’s not all of the possibilities. You can modify the language of your chat window and decide if the chat window should be available in English or one of the other languages available in our system. Currently we have over 50 different languages ready to set. You can also set you own phrases right below the chat language section.
The next subsection is the Surveys section, where you can modify the questions that you will ask your visitors before the chat starts.
Here we have a pre-chat survey. As you can see, you can easily edit the questions with few clicks only.
Let’s say that you want to remove the question about your visitors’ website. It takes only one click to delete the question.
Remember to save your changes to apply them!
You can also set up a post-chat survey, so you can use the survey to get some feedback from your customers after the chat is over.
Here you can ask some closed yes or no questions, or the open questions for your visitors to elaborate and provide you with some detailed feedback.
The next type of form is an offline form, also called the ticket form.
As you may have figured, this is the form that will appear when the chat is offline.
As in the forms before, here you can also easily modify the type of questions you want to ask with just a few clicks.
Another section available here is the Engagement section, which is quite an important one, as it will help you engage visitors to talk to you.
You can set up automated greetings, that will trigger a chat based on specific actions your customer performed on your website.
Here you can set the conditions for the greetings. As you can see, there are multiple triggers that you can use.
For example, you can trigger your greetings only on your pricing page, or only for the visitors that visit your website for the first time.
You can use various greetings with multiple different triggers. For each greeting you can also set up a custom message tailored to a specific situation.
A pricing greeting can contain a discount information, while support greeting can contain some questions that you need to know before the customer will start a chat.
To make a chat more visible you can use an eye-catcher, so an icon will appear next to the chat window.
You can use one of eye catchers from our own eye-catcher gallery, or you can upload your custom picture to the system.
As you can see, there are many other functions available here, and all of them can be easily modified by just a few clicks from your chat settings.
I’ve mentioned that there’s an option to set up an automated greeting that would trigger a chat to open, but in LiveChat there’s also a function to measure your success and conversion from the chat.
There are two functions that you can use — goals and sales tracker, that also can be used to measure your sales during the chat.
You can set up different conditions for these functions, so you can set it up to trigger on the certain page, for example if your visitor visits your landing page or the payment page during the chat.
You can use a goal that will trigger based on a specific API or some certain variables that you will pass to the chat.
By using a sales tracker function, you can also add value to the sales, for example show not only products that customer purchased, but also the amount of money that you earn from this specific purchase.
For the e-commerce function, there are also some reports which I’ll talk about in the next video.
That concludes our setup functions. As you can see we have a lot of features that you can use.
If you got some questions, remember that our support team is available for you 24/7 and you can start a chat with them from the website or directly from you LiveChat application.
3. Agent app tools
In this section I will guide you through the agent's application and show you how the chat looks like from the inside, what type of customers information you can see from your app and how to use the archives and the tickets.
Let’s start with the LiveChat application. To answer your chats you’ll have to use one of our applications.
You can use the one that is available in your web browser, which requires you to just log in to the browser application and authenticate yourself with your login and password.
You can also use our desktop application and run it directly from your desktop. We also have the mobile apps that you can install on your iOs or android devices.
The chats section is the place where your agents will spend most of their time. There you’ll be able to see all the current chats assigned to the agents.
By default one agent can handle up to six chats at the same time, but you can customize this number. I will show you how to do that in the next video.
In the first column, you will see all chats that are assigned to you as an agent. As you can see I currently have one active and one inactive chat.
This active chat also has a notification here, so I know that the customer send me some messages.
Let’s check it out. The customer filled out the pre-chat survey so I can see all of the pre-chat information in here.
This is the first greeting message that the customer received from me. You can see the customer’s first message and a sneak peek of the message that he’s currently typing.
Let’s jump to the point of view of the customer. As you can see the customer is still typing a question. From the agent’s side, I can see the typed message in a real-time, so I can start to prepare my answer and just simply wait for a customer to send me his message.
As you can see, a customer can’t see my message, so I can safely prepare my answer for him, saving mine and his time.
To speed up this process even more, we created another function that we call Canned responses.
This is the function that, thanks to shortcuts, allow you to quickly place longer messages in the chat.
All you have to trigger it is type a hashtag - then you can see the list of all shortcuts available.
As you can see, here in LiveChat we have a pretty extended list, but you can simply navigate through it by typing a shortcut’s name.
I’ll enter ‘pricing’, pick the canned response, and quickly send a message I prepared before, what saved me a lot of time.
In the right side of the chat window, I can see the information about the visitor I’m chatting with.
Here we can see some general information, like the geolocalization or the tickets that this customer has had with us, and many others.
For the reporting purposes, you can also assign tags to the chats. Tagging chats will help you to segregate the chats among multiple different topics that you’ll have.
Let’s say that you want to tag the chats about your billings and your support cases separately. You can use the tagging function easily and, for example, mark this chat as a support chat. Later, you’ll be able to filter your reports based on the tagging filter which I will show you in the next video.
As I’ve mentioned this information will be available for you anytime during the chat, and even when the chat is over, it’s still visible for you to browse.
In some free time, when not answering any of chats, you can visit the customer's section, where you will see all of the customers that are currently browsing your website.
This is the list of all the customers that are currently on our page and you can see it thanks to implementing livechat code to the website. That’s why we recommend to place it on all of the pages of your domain.
You can pick the customers from this list by simply hitting ‘start the chat’ or you can start it with some custom message.
I can filter it to only see currently ongoing chats and the agents that are answering these chats, so I could supervise them.
If I’m an admin or a supervisor of this agent, I can hit the ‘supervise’ button and see this chat in real time.
Because those are the chats with our real customers, I will not click it to not to disclose any chat information our customers exchange with our agents, but as you can see, this button is available for you anytime you need it.
Once the chat is over, it will be automatically placed in the archives section. Here you can see all the chats that took place on your license from the very first day of your chatting adventure.
Those archives are available for you anytime you want, until your license stops working.
You can search your archives by certain phrase, an email address or use filters to find a specific type of message. As you can see, it looks very similar to the chat, so you can see the content, and the information about your customer in the right side of the screen.
The last section that I want to talk about here is the tickets section.
As you remember, the tickets are the offline messages that your customer is sending when the chat is offline. When your chat is offline, and your customer is leaving you an offline message, your agents will receive an email notification saying that there’s a ticket waiting to be replied. Later on it will appear as an open ticket visible for an agent.
I can then click on this ticket and see the message that the customer left me. I can also leave an internal comment for the ticket, which only I can see, your customer will not be able to see this message.
On the right side, I can see some information about the ticket, for example, a ticket assignee. I can assign the ticket to myself or choose another member of my team when I, for example, want to forward it to a tech person.
I can type a reply to the ticket, and another great thing here is, that canned responses also work for the tickets, so I can create a canned response for my tickets and answer them much faster.
And that concludes the section about chats, customers, archives and tickets. Stay tuned!
4. Agent management
Hi! In this video, I will talk about how to manage your team, how to add agents and assign groups.
You can add agents to your team with just a few clicks. Go to the agent section and hit the invite agents button.
Here you can add an email (or multiple emails) and choose roles for the agents. There are two roles you can choose from. A regular agent role—for teammates focused on handling chats, who don’t need to, or shouldn’t have access to other features in LiveChat.
There is also the admin role which has a full access to all features. We recommend setting it only for specific members of the team. As they will be able to change all the settings on your livechat license.
Here you can also assign agents to a particular group which brings us to the group feature. Groups can be used to divide incoming chats based on the subject of the conversation. So, for example, you can create a separate group for your sales team and for your support team.
You can also use groups to implement livechat on multiple websites. If your agents need to handle chats coming from more than one site, you can create a group for each website and handle all the incoming chat using just one license.
When editing agent’s profile, you can change their name and the job title. This information is visible to your customers in the chat widget.
You can also upload a profile picture. We have a stock photo gallery, but we recommend using your own photo. This is me by the way.
Here you can assign agents to groups and set their chat limit. The default setting is six. We recommend three chats at the same time for beginners.
You can also set working hours. So decide when the agent should be accepting chats during the day.
At 8 am the app will automatically switch my status to accept chats. Then, at 4 pm the application will automatically switch my status back to not accepting chats.
To see how your agents are performing, we created some reports that will help you with team management. In this video, I will talk about two reports, but I will cover more in the next one.
The first report I want to tell you about is Agent Activity which displays the changes in the agents’ status during the day.
Gray means the agent was not logged into the live chat application. Green means the agent was accepting chats. And red means that they weren’t accepting chats.
Status can be changed to don’t accept chats either automatically—when agent’s working hours are over. Or manually, by clicking on the profile picture in the bottom left corner and choosing don’t accept chats.
Once done, a red bar shows up here. With the don’t accept chats status, agents don’t receive any new chats.
Ongoing chats remain active so they can be finished before an agent goes e.g. for a lunch break. When the agent is back to work, they can switch back to accept chats.
So here you can see when exactly during the day your agents changed their status. It’s also possible to check this report for previous days.
And the second report that I wanted to show you is staffing prediction. It shows data for the next seven days based on the last four weeks of your LiveChat usage.
You will see this data after four weeks of using LiveChat and it will help you to predict the number of agents that you will need, to provide effective support via LiveChat.
And that’s it for now. In the next video, I will tell you more about the reports, so stay tuned.
In this video, I will guide you through the multiple reports that our system provides.
I will not dig into the details of all the reports, but only highlight the most important ones, so you could check the rest of it while you’re in the LiveChat application.
We divided our reports section into a few subsections. You can just check the data from the last seven days if you need some quick scope of the information. If you need some detailed information, you can dig into the chats or the tickets reports.
Each report provides an option to filter the data. You can use the time filter, agent filter, group filter or tag filter.
You can browse through information such as your chat satisfaction report, that will show you the number of positive and negative rates that your customers left you, along with the top-rated agents' list, so you can see which agent is a good example and where you can find a place for improvement.
By the way, those icons are clickable, so if you click it, you will be redirected to the archives to see a specific chat.
You can also measure the time of your chats, what we call the average chat duration. By using the filter, you can find, for example, an average chat duration of you support chats or your sales chats.
Another important thing is response time reports, which will show you the first response time and an average response time. Those are the two statistics that you need to keep an eye on because they will reflect your customers' satisfaction. We recommend keeping the first response time under 1 minute because that will give you almost 100% certainty that your customer will leave you with positive rates.
There are also statistics for your tickets. You can check the number of new tickets you created, ticket satisfaction rate, the response time for your tickets, and the number of tickets solved.
If you will use the e-commerce function to measure your sales during the chat, you can also see the number of goals that you scored during the chat.
These are also clickable numbers so you can click it and get redirected to the archives, where you can see the chat related to a specific goal and a number of tracked sales that you’ve made.
In my case, I’m not tracking any sales because I’m focused mostly on the goals, but if you also use sales tracker, you will see reports from there.
Finally, the last function in the reports, that is available for our Business plan is the export function.
This is the report that you’ll receive directly to your mailbox. You can request it manually, or set it up as the recurring report to get daily, weekly or monthly stats sending it to a specific email or multiple email addresses.
This report will be in an excel form so in formats like .csv, .tsv or .tsv excel.
It will contain the information about each chat that took place in your licence. There you will find the information that your customer left in your pre-chat or a post-chat survey, with the open questions and some additional information about your clients.
You can access those reports anytime; there is no time limit when the reports are available, so as long as your license is active, you can return to the very first day that you started using LiveChat.
So if you will, hopefully, use LiveChat for the next ten years, you’ll be able to compare the data based on the specific year by simply using different custom periods and see how your chats or ratings changed.
You can also compare the data and see how your business and team evolved.
That concludes our reports section. Please remember that if you have any questions, our support team is available 24/7 so you can contact us on our website anytime you want.
My colleagues will be more than happy to provide you with all the information you need.
Thanks for your attention and have a fantastic day! Bye!