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TMCnet Live Chat Week in Review

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November 17, 2012

TMCnet Live Chat Week in Review

By Amanda Ciccatelli, TMCnet Web Editor

Live Chat is essential to the success of customer service these days, as consumers grow more impatient with current media of communication. They want their needs to be addressed quickly if not immediately, and live chat can help to make this happen.

BoldChat v7.30 has been introduced with enhancements to deliver the optimal live chat experience. To match the functionality of the PC client and the Web client, it has row formatting rule controls, search canned messages capability; Salesforce action button; expanded spellchecker language list; automatic spellchecker; new action button for chat transcript e-mailing; and the ability to display customer pre-chat and post-chat fields.

The Chat search in the new BoldChat 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 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 also offers improved data stored with chat assignments to provide visibility into assignment changes.

Moreover, a 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 on 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.

In other Live Chat news, Facebook (News - Alert) is releasing its latest update to its mobile app, Version 5.1 for the iPhone. The new version, which is the first update since three months ago, lets users have the ability to multi-task a lot easier, like they can on the traditional browser site.

 A popular feature of the social networking site is the live chat, as it allows users to connect with friends instantly, all while staying on top of the newsfeed and posting on their personal pages. Now, the mobile app will let users access the chat by clicking a button at the top of the page or by swiping to the left.

“Once you’ve accessed the chat list, you can now edit the order of your friends to put your most talked-to buddies at the top. Each friend also sports an online indicator that lets you know if they are currently available or tells you how long they’ve been active but idea (on mobile),” reported WebProNews. 

Lastly, According to a report by Chetan Sharma (News - Alert), cell phone owners sent an average of 678 texts a month in the third quarter of this year – 18 fewer texts a month than the previous quarter.

People are relying on instant messages to communicate just as frequently as ever before, so why the change? The assumption is that Internet-based messaging services such as iMessage and Facebook messaging are replacing the messages sent by traditional SMS. As more people buy smartphones and tablets, the more they are using those programs over text messages.

This is convenient for businesses that provide employees with cell phones, as well as people who are worried about the price of texting. The fewer texts one sends, the less it costs them. 

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.

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