Co-Browsing
With Co-Browsing, you are able to follow and interact with your customers as they browse your website.
Features:
- Follow your vistors as they browse your website
- Take control and change the web pages on your visitor's system
- Help your users fill out forms on your website, what you type in your agent window gets transferred to your visitor's browser
To use the Co-Browse feature, you need to be using the OCC Agent application (the web based agent does not support the feature).
When a visitor appears on your site, you will be notified on your Agent application
Highlight your visitor and you will now see the Co-browsing tab.
Select the Co-browsing tab and you will now see the web page that the visitor is currently on. There is also a selection called "Agent is master". Enabling this selection gives you control of your visitor's browser.
**Note**
Co-browsing works only on the web pages that you have placed the OCC code on
You can now see and browse to any link on your site and your visitors web page will change to whatever selection you made as long as its on your web site and on the pages that you have added your OCC code to. To release control of your visitor's browser, just uncheck the "Agent is master" selection.
Reporting
OnlineChatCenters provides reporting features for all of our customers accessible from your web-based control panel.
The following reports are available:
- Operator Statistics: Rating, Chats
- Invite History
- Visitor Surf Log - Premium Only
- Chat History - Premium Only
- Hot Page Ranking - Premium Only
- Referral Links - Premium Only
Every Report has the ability to be exported to a .csv file and be scheduled to run how often you want and emailed.
Below are some screenshots of sample reports.
Web Site Statistics
This report provides data for what pages your visitors came to.
Chat History
This report provides a historical list of past chat sessions with your visitors. By clicking on the links you will be able to bring up the whole chat sessions including the dialog between the operator and the visitor.
Operator Ratings
This report provides ratings for each operator. (in order to get a rating, your visitor needs to "rate" your operator by selecting the drop down rating during or after the chat session)
Statistics
This report provides statistical data for each operator. Basic stats like how many active, finished, passed or rejected chats.
Referral Links
This report provides data about where your visitors came from, including a graphical pie chart.
Scheduled Emails
Though not a report, this is your list of scheduled reports and the times when they will run. When the scheduled report is complete, it will then be emailed to the designated email address.
Visitor Session report
This report provides actual session data for each visitor that came to your site, including what pages they visited and for how long.
"Party is Typing" Notification
This feature allows you to see when your visitor is typing a message to you during a chat to inform you that someone is there and that you should expect a response quickly.
Email Signature
From the OCC Agent, you can create an Email Signature that includes your Live Chat icon and your online/offline status to be imported into your favorite email client like outlook or thunderbird. If you have multiple departments, you can select just a single department for your signature or you can select them all. If your email recipient clicks on your Live Chat icon in your email message, they will go directly to the Live Chat dialog to begin their chat session.
Below is an example of an email signature in Outlook.
Operator to Operator Chats
If you have more than 1 operator enabled for your account, you also have the option for operator to operator chats. To do this, just double click on any of the available operators in your list.
From here you can conference in more operators for a group chat.
Real Time Chats
With real time chats, there are no more back and forth email messages with your customers, greatly decreasing your support time.
Real-Time Mouse Tracking for Co-Browsing
Live movement of your visitor's mouse pointer is seen on your OCC Agent while you are co-browsing with them.
Chat Conferencing
This feature allows multiple operators to start a conference with each other or with a visitor.
To start a conference, you must have more than 1 operator enabled for your account. Next you will need to start a live chat session with one of the operators.
Once you are in the chat, you will notice a button called Conference next to the save button. Click this and another dialog box will pop up to select the participants.
Once you select your other agent(s), you will now be in a conference with all of the selected parties.
In this example, we have 2 operators and a visitor all in the same conference. You can start a conference at any time during a live chat session.
Web & Desktop Application Operator Consoles
OnlineChatCenters gives you 2 options to monitor and respond to live chat requests.
- Web Based Console. You can use any browser to login and be online to answer your customers questions. Nothing to install.
This screenshot shows what departments your operator login has enabled.
This is your main live chat area. This is where you will see and be able to respond to your visitors live chat requests.
- Desktop Application Based Console. This is an installable program for Windows 2000, Windows XP and Windows 2003. This is a full featured application to respond and monitor your visitor requests
Here is a screenshot of the main application console.
Hidden Departments
Hidden Departments work along the same lines as hidden operators. A hidden department is not visible by your visitors, making this an ideal solution for Management.
To enable the hidden status for a Department, login to your admin control panel go to Setup >> Operators. Click Edit on the department you wish to apply the feature to.
To enable or disable that option, use the radio selection box.
Then, just make sure your operator has this department enabled in their profile.
Hidden Operators
Hidden operators are useful when you want to be logged in, but hidden from your visitors. Hidden operators are best for second or third line support or managers who only want to take live chats that were forwarded to them from another operator.
To enable this feature for your user, login to your control panel and visit Setup >> Operators. Click Edit on the operator you wish to apply the feature to.
The option labeled Hidden Ability will let you know if that option is enabled.
To enable or disable that option, toggle the checkbox.
Now within your your operator client, you will have a new status selection.
You can select the hidden status at any time to monitor your visitors, but not affect the Online/Offline status on your website.
Operator Rating System
For every chat session that an operator is involved in, the vistor has the opportunity to rate how well they feel the operator performed. At the end of the Chat Session, a rating drop down is displayed in the window.
They can rate the operator on a scale of 1-10.
You can then pull up a report inside your account control panel to view all of the ratings for all of your operators.
Canned Messages
To make your experience with your visitor as stream lined as possible, we offer Canned Messages. With Canned Messages, you can configure a set of responses in your administration panel that can be selected while chatting with a visitor. When chatting with your visitor, you can select any of these canned responses that will be immediately sent to the visitor without you having to type them out.
To configure your Canned Messages, login to your admin console and browse to Setup >> Settings >> Messages >> Canned Messages
You first begin with adding a category such as Sales or Support. Once these Categories are created, you can begin adding your canned messages by clicking the 'Manage' link under the column 'Messages'.
You have the option on each canned message to set it as the 'Initial Message' which will automatically send it to your visitor when the chat is opened, such as "Thanks for contacting us through our live chat service, let me review your question and prepare an answer."
Next, on the operator panel, you can select which canned message you would like to send to your visitor
Chat Forwarding
Chat forwarding allows you to forward an in-progress chat session to another available operator.
To forward a chat request, click on the Forward button during the chat session.
Next you will be asked to select an operator to forward the chat session to.
Select your operator and click on the Transfer Request button to forward the chat session.
Chat Request Form Customization
You can customize the form users must fill out before chatting. Below are examples of the 4 options that are available for request form customization.
Text Field:
Text Area:
Check Box:
Drop Down:
You can add as much or as little to your form, it's your choice. By default, Name and Question are hard coded into the form and cannot be changed.
To add your options, login to your control panel.
From the menu, select Setup >> Settings >> Design Customization >> Chat Request Form
Next, click on the "Add Form Item" button to begin.
You will be presented with the Add New Item menu. Item Caption is the name that will be displayed next to the form item. Item type, see above for descriptions. The Required checkbox makes this item a required field that your customer must fill in.
The item type Drop Down List has an extra step involved when adding. After you add a drop down list type, you will notice now that under the values column, you have a link called 'Items". This is where you will add your drop down list selections. Click on the Items link to add your drop down selections.
Here's an example of a custom request form:
The information inputted by the customer to the Request form is displayed to you in your Operator application when you accept the chat request.
Custom Pop Up Chat Messages
Not all businesses can use cookie cutter messages for their site invite messages.
To modify your proactive invite message, go to your Administration Control Panel and select Setup >> Settings >> Messages >> Proactive Chat Message Box
Next, just modify the text that you would like to appear when you invite a user to chat.
Proactive Chat Request
With Proactive Chat Requests, you can send your visitor a request to chat directly on their browser.
The visitor will see a pop up welcome dialog box on their browser, if they click Yes, they will go immediately into a Live Chat session. If they click the 'X', it will cancel the request and you will get a notification that the request was cancelled.
Live Invite
Live Invite is a new way to interact with your visitors. You can send a custom question to your visitors straight from your operator application and they can answer your question and immediately start a chat session. You also have the option to automatically send Live Invites to visitors that have been on your web page for a specific period of time.
Next, make sure that you have a visitor on your web site and is visiting one of your web pages that contains the OCC HTML code. Then just right click on the active vistor in your operator application and select "Live Invite"
You will then get a pop up window to enter the text to display on the visitors web browser. Input the text that you would like to display on the visitors web browser and click the Send button.
This is a sample of what your visitor would see.
You will notice that the text that you entered is now displayed on the visitors web browser and there is a place for them to respond to you if they want.
When the visitor responds to your question, they will be immediately placed in a live chat session with you.
The other part to Live Invite is more automatic. From within your Administration console, you can build "Live Invite" pop ups that are time based. Meaning that if a visitor comes to your site and visits a page that you have setup for Live Invite and is still on that page after a specified period of time, automatically send the visitor a Live Invite question.
Here are the steps to setup the Automatic Live Invite.
Login to your Administration web console and from the menu select Preferences >> Live Invite.
This is where you can build your various Live Invite Pop ups that will be displayed for the visitor after staying on that page for a specified period of time.
Click on the Add New button to add a Live Invite to your list. You can add as many Live Invite's as you want. In the message box, add the text that you would like displayed for the visitor and specify a timer value in seconds. The timer will pop up the live invite automatically when the visitor has been on the specific web page for the period of time specified in the timer value. Click apply to save your new Live Invite.
You should now have a new entry in your list of Live Invites.
The next step is to go to your Manager >> Generate HTML section of your web console. You will now need to generate new HTML code for pages that you would like the auto Live Invite to be active on.
Click on the department name, in the above example "support" to populate the HTML code in the window. You will also notice a new drop down "With Live Invite Feature". If you want to include the auto Live Invite into your HTML code, using that drop down menu, select the live invite pop up message that you would like to include.
Note: If you do not want to have the Live Invite feature enabled, make sure you select the "No (default)" option in the drop down.
In this example above, I selected the Live Invite pop up message Do you have any questions...
When I copy this code onto my web page, after 15 seconds, my visitor should automatically get a Live Invite pop up asking them if they have any questions about our feature list. The flexibility behind this feature is you will be able to generate any number of live invite message pop ups and strategically place them on specific web pages. You don't need to constantly monitor your visitor activity anymore, let the OCC system engage the customer automatically for you.
