Web Application and Live Support

Live chat software is the cost effective tool that helps you sell your product online and give superior customer support service. With just the click of the mouse, your web site visitors can contact your support team for live assistance through Provide Support's live chat system.

Solutions

Whether your online business is travel, real estate, auto sales, web hosting, web design, education, insurance, our live chat service will improve customers' trust and loyalty and increase your sales.

What do you benefit?

• Imagine how many sales you have lost just because there was no one to answer a simple question to your visitor in real-time.
• Imagine how many sales you could get if you could just know which pages your visitors are checking and invite them to chat with you.
• Imagine how satisfied your customers will be if they have instant answers to their tech support and sales questions.

By using our live help software on your website, you will be able to do all that and more: provide excellent support, increase your sales, reduce your costs, monitor your website, know your visitors.

Live Support Features

Engage Potential Customers Break down the virtual barrier by engaging site visitors in real conversation. A "live chat" button can be placed on any page of your website as well as on the support desk home page. Visitors can request a live chat session, or a staff user can proactively request to chat with the visitor (see below). Visitors only need a web browser to chat, and since the live chat system utilizes AJAX, no page reloads are required, creating a fluid and seamless chat experience.

Increase Sales: Be Proactive Utilize proactive chat features to make the sale — your support staff can be the one to request a chat with a site visitor to preemptively offer guidance or assisted browsing, just like on a shop floor. Request to start a chat session by politely asking the visitor if they would like to chat, or take a more proactive approach and "force" a chat session on the visitor. Because chat requests are part of the webpage the visitor is viewing, they are not hidden by pop-up and ad blockers. Visitors can of course also choose to decline the chat request.

Staff-to-Staff Chats, Conferences and Chat Transference Multiple staff users can chat with a website visitor at the same time, and the live chat system also has the ability for staff users to hold their own chat sessions and conferences. Chats can be easily transferred between staff users logged into the LiveResponse Desktop Application, which allows for effective chat escalation (to higher level support technicians or management, for example) and redirection of queries.

Predefined Responses Maximize live chat support efficiency using predefined, or "canned" replies. Managed centrally in the support desk, canned responses are broadcast to all staff users running the LiveResponse Client Application and are available to them at the click of a button. Easily greet site visitors and field their commonly-asked questions without the need to type the entire response. In addition to standard textual responses, you can also manage URL, image, and highlighted computer code (such as PHP, Java, or HTML) responses. These responses can be categorized by group, type, or however you see fit.

ViewShare Using ViewShare, staff users can easily share their screen through the user's web browser, guiding them through a complex task or perhaps giving a presentation. No third party software is required for a client to view the desktop of a staff user's PC in real time.

VoIP Softphone Add-on The LiveResponse™ Client Application can be equipped with the ability to act as a VoIP (Voice over IP) softphone terminal. Using our LiveResponse SIP VoIP Add-on, staff users may make and receive telephone calls directly from the LiveResponse Client Application. The VoIP add-on has the ability to integrate with your VoIP provider or even your own PBX (Private Branch eXchange) server.

Real Time Visitor Monitoring The LiveResponse Desktop Application provides real time visitor monitoring across your entire support desk and any page that displays the live chat button or (optional) visitor tracking JavaScript code. You can monitor user footprints (navigation history), the time spent on your websites as well as other detailed user information such as their country (represented by a small flag), screen size, browser, operating system, referrer and search engine information (see below).

Search Engine Integration Easily see what search engine a visitor used to reach your site and with what search query (keywords) they used. Use this feature to boost your site's SEO effectiveness and to better relate with visitors who would like to chat. Visitors who have reached your site via a search engine will be displayed in a different color (customizable through the support desk) than the rest, for easy identification.