20 April 2022
How to add live chat software part 3
If you want to add online chat to websites, read this guide to discover everything you need to know about doing so.
Once you have decided on the best software for you and you have added it to your website, you need to look into configuration options. You can start using live chat without this step. However, you will certainly get more for your money if you configure the software so that it suits your business. Advanced configuration will be helpful for your operators. With that being said, read on to discover how you can configure your live chat solution.
Fully customising your live chat software solution
The importance of customisation cannot be ignored when it comes to adding a software solution to your website for live chat. Live chat solutions that are flexible mean that you can design any of the buttons and windows on your website or across multiple sites. There are also numerous advanced routing options that help to make this option suitable for bigger businesses.
Customising your software is critical for many different reasons. From a branding point of view, configuring your software is important because it helps to make sure that you have brand continuity throughout everything that you do. This will boost your professional image and recognition, ensuring that you give off a sophisticated feel and that your brand is solidified.
Aside from this, configuring your software is also imperative from an internal perspective. The workers who are going to be handling your live chat software are going to have a much better and more efficient experience if everything is catered to their needs. They will be able to use automatic replies and templates to ensure that they can work as efficiently as possible. They will also be able to make the most of templates. Plus, access and features can be granted or limited, ensuring that everyone has the level of access they need. This not only makes the team more efficient but it also helps from a security point of view.
What are some of the different customisable options?
Now you have a good understanding of why this level of configuration is so important, let’s take a look at some of the main elements that can be customised when you add online chat to website:
The system is going to generate emails, for instance, whenever a visitor requests a copy of the chat transcript. You can create templates to match your branding, giving confidence to visitors they are dealing with a professional organisation.
Your designers will be able to choose the sort of email template they want to brand, for example, emails with reports attached or new user added emails. Once this has been chosen, the template can be given a name, to easily identify the template at a later point, particularly if there is more than one of the same type. They can enter the email subject and the “CC and to” email address(es).
You can boost efficiency considerably by sending predefined replies whenever a certain question is asked. Predefined replies to common questions save time for both you and the customer asking the question. You can create an unlimited library, and as all responses will have been spell and grammar checked you can ensure your visitors receive not only a correct answer, but also consistent.
There are going to be occasions whereby you get a visitor that you want to hide any of the live chat software tools from, stopping them from using any of the communication channels that are on your website at the moment.
The system will block visitors based on the IP address that has been entered, the duration is going to need to be selected, i.e. whether it is a permanent ban or a temporary ban. A permanent ban is indefinite and a temporary ban is either 24 hours, seven days, or 31 days. The functionality is going to be available automatically when and if the duration expires.
The Blocked Entries will display the date and time that the entry was added and who added it, as well as the IP address and the expiration date. It is useful when you add an entry to include in the note section why the visitor was blocked, this makes sure that the length of the ban is reasonable for the action that is behind it. You can download this information in CSV format.
Set routing groups
If you have a multi-department business, you will want to make sure queries end up going to the right person or place. Setting routing groups makes it possible for you to do so. Sub dividing agents by skill & knowledge or department ensures your visitors have a smooth experience, getting straight to the correct agent.
You can use restricted entries to hide obscene, offensive, and undesirable words from displaying while in chat. It can restrict the entry of card or account numbers using ‘regular expressions.’ You can use this guide for more information on regular expressions, which are a pattern that describes a certain amount of text.
When you enter a regular expression or a word that has been set up as a restricted entry in ‘Experiences’ by Click4Assistance, the numbers or words are going to be hashed out (###) prior to being transmitted. The system will show the time and date the entry was added and who added it, yet it will not show the complete entry but enough managers will be able to identify what has been added and if it is a regular expression or not. You can export this data in CSV format.
Don’t hesitate to get in touch if you need some help with configuration
If you need any further help and assistance with configuring your live chat solution, please do not hesitate to get in touch with our friendly and experienced team and we will be more than happy to guide you through the process. We also have plenty of different guides available on our website that will talk you through some of the different configuration options that you can make the most of. From auto navigation to end categories, you can also check out our YouTube guides too.