Support Ticketing System – Live Chat (Continued)

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December 10, 2007

Recently I began testing Live Chat options for our company’s Support Portal.

There are five important features that one should look for in a Live Chat option:

  • Fast Response time (no server delays)
  • Departmental Transfers
  • Multiple simultaneous client sessions
  • Transcript via E-mail
  • Push URLs to the Client

It is not always easy to formulate policies on what can or cannot be addressed in a Support Live Chat. A support chat session could either be motivated towards:

  • Training
  • Support
  • Sales Demo

The Live Chat functionality is offered in:

  • Hosted Environment
  •  Download and Install on your own Server

There are two important features which are not always available in a Live Chat environment:

  1. Remote Desktop Connectivity
  2. Voice over IP functionality

Due to limitations of technology it is not always easy to have intensive level three support sessions via the Live Chat. It is required for management to understand the importance of “Bounce Rate”. Bounce Rate is defined as “The percentage of web site visitors who arrive at a web site entry page, then leave without going any deeper into the site”.

Live Chat Products which I have tested:

  1. PHP Live Chat from OSICodes
  2. Live Respone from Kayako
  3. HumanClick from LivePerson

Live Chat can help in retaining web visitors and allowing them to observer in a semi-forced nature the various possibilities of your product.  The good news about Live Chat is that is has been around the market for quite some time and there are  many products available to serve the needs of a growing organization. Let us see what the industry has to offer to the Live Chat 2.0 in the near future.

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