Live Web Chatting
Chat is ever increasingly popular as a live support medium, preferred by most web visitors over phone or email. LiveWebAssist can easily be added to any website allowing online surfers to get instantaneous support.
Real-time Multilingual Chat
Site visitors can type messages and read the operator’s answers in the language of their choice regardless of what languages the operator knows. LiveWebAssist provides an automatic real time bi-directional translation between 90+ languages enabling you to support visitors from all over the world.
- Haitian Creole
- Myanmar (Burmese)
Integrated knowledge base with images and videos
The chat system includes a customized multilingual knowledge-base with all frequently asked questions. When a guest asks a question, chat operator can either selects and answer in own language and to visitor is delivered translation in his language. Answers in knowledge-base are prepared by professional translators to assure accuracy that can not be achieved by on-line automated translation.
FAQ can include texts, images, videos or URLs to specific pages.
Unlimited operators for each websites
A website with integrated LiveWebAssist can have as many chat operators as you wish. Operators are assigned to visitors based on availability and their language capabilities. Organizations with more than one website can take advantage of sharing operators between web sites.
Tiered chat support
Tiered handling of chat requests offers best effective use of your human resources and significantly improves efficiency of chat support. There are two basic tiers.
Operators at the first tier are responsible for handling all incoming chats from all LiveWebAssist sources. Simple questions and request are handled immediately.
Special requests like booking or golf tee time reservation are forwarded to second tier operators. Operators at the second tier are not part of “incoming chat cue” but are handling only these special visitor requests.
Collecting valuable website visitor data
For each visitor, regardless whether a chat has been initiated or not, LiveWebAssist monitors and archives the following data:
- time spent on each page visited
- forwarding search engine
- keywords used to find the website
- indication whether search is coming from a paid advertisement
- device on which the site loads (cell phone, tablet, computer…)
- device operating system and screen resolution
- IP address
For visitors participating in a chat, LiveWebAssist also collects contact name, email, phone number and a transcript of the chat session.
As a bonus, summaries of all chat sessions from previous days can be automatically sent by email to management members to provides up to date information for web and marketing development.
LiveWebAssist reports provide comprehensive aggregate analytics on the visitor data collected, such as:
- number of web visitors for each hour, day, month or year
- chats content and visitors details
- keyword used by sears engines
- chat frequency
- countries and languages of web visitors
- statistics of visited pages
- devices and operating systems used by web visitors
All reports can be printed, send by email, saved as PDF, or exported to CSV files for further processing; for instance marketing campaign lists, etc.
LiveWebAssist backend is accessed through a web-based administration console from any internet-connected computer, phone, or tablet.
Administrators can customize chat window design and behaviour, languages, operators, tiers hierarchy, knowledge base, connection with CRM (Sales Force), and more.
Once LiveWebAssist is deployed onto a website, there is no need for further website modifications and all administration is done remotely through the console.
LiveWebAssist is based on cloud architecture that makes deployment very simple, fast, and painless:
- Create an administrator account in LiveWebAssist cloud
- Add several lines of code generated by the administration console to the website
- Set up operator accounts and assign their tiers of access and responsibilities
Operators can provide chat support from any cell phone, tablet or desktop (Mac, Windows, Linux) using our own web-based chat console, or any Jabber compatible client.