Have you ever been annoyed by the hanging box near your mouse on a webpage, asking you if you would like to engage in a live chat? What if you have a question that you can’t find the answer to on that page? At that point, the box comes in very handy.
There’s a reason why companies ensure you can see the box when looking for information on the page – they want to be sure you find the information you need, or have easy access to help if you don’t. Live chat is really all about customer service, and making sure browsers become buyers. After all, if you can’t get the information you need on one site, you’re likely to go to the competition; a strategic competitor stops that trend in its tracks.
For those companies seeking that kind of dominance in the market, the BoldChat v7.30 is now ready for use, with a few enhancements to deliver the optimal live chat experience.
To match the functionality of the PC client and the Web client, the latter now has row formatting rule controls, search canned messages capability; Salesforce action button; expanded spellchecker language list; automatic spellchecker; new action button for chat transcript emailing; and the ability to display customer pre-chat and post-chat fields.
The Chat search in the new BoldChat live chat includes custom pre-chat and post-chat fields added to chat history search functionality to improve ease of use. And, to find keyword matches, chat search now looks across built-in custom fields, chat message content, survey comments, unavailable e-mail subject and body content and user created custom pre-chat and post-chat fields. The Chat Assignment Tracking capability now offers improved data stored with chat assignments to provide better visibility into assignment changes.
A new permission section has been added to the live chat to allow for control of the operator names and department names to appear and be selectable within specific areas. This new live chat functionality only affects permission control within operator and department list views. These users will have an Operator Sessions view panel, Assign To and Assign To Department drop-down controls, Add Operator and Add Department drop-down controls, an Operators panel in the Dashboard, and Operator and Department filter lists in the dialogs to generate Reports and Search.
A new Show My Inactive Chats grid view has been added to the live chat, and Twitter (News - Alert) capabilities now conform to new Twitter display requirements. With the ability to search canned messages, keyword searches can be performed against the canned message library to increase the speed and accuracy of chats without limiting personalization capabilities. And, depending upon the status of the chat, visual cues can be added, or an entire row can be turned a different color if a live chat is unanswered.
These enhancements are important for those companies on the leading edge of online customer service, offering to provide the extended information necessary to ensure the customer or prospect finds the information they need on a consistent basis. Live chat capability may be in a box that’s hovering in your line of sight, but it’s one that serves a purpose as soon as you need more information.
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Edited by Amanda Ciccatelli