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SMS Chat. Supporting customers who like to text.

Article ID: 72117 Email Print
Question
Enabling SMS chat for your account to provide a better chat experience for mobile customers

Answer

Ask yourself this: Would you prefer to ask a question using a phone call, email, live chat session or a text message?

If you are like most people, you chose text. It is simply the most efficient and most convenient medium to get answers and get things done.

Now ask yourself this: How many companies do you know that you can text to ask either the status of an existing order or place a new one?

Chances are your answer was … “none”

With LiveHelpNow SMS Chat you may now join customer service revolution and offer support via text to your customers. All you need is the phone number you already use to support your customers! Yes you read correctly, we will text-enable your existing landline and we will pipe text messages through to your LiveHelpNow account as live chat sessions!

Here’s how it works:

  1. Once a phone number is provided and the ownership is verified, it is provisioned to be able to accept text messages. This process generally takes about an hour.

  2. Once we provisioned the phone number, it is immediately able to accept text messages from your customers which arrive as live chat sessions within LiveHelpNow operator console.

  3. You may configure automatic pre-chat survey with up to 4 questions to be answered by the customer for the chat request to be validated.

  4. Customers starting live chat on your website using their mobile phones will be prompted to use SMS instead of in-browser chat window. We also encourage to install “Text us” button on your website as well as advertise your ability to accept text messages from your customers in your email campaigns, your website, twitter account and any other company media.

 


How to configure SMS chat in your LiveHelpNow account

  1. Please go to Admin Panel > My Account > Integrations and choose SMS Integrations


  2. Click “Add new number”, fill in and submit all required information


  3. We will call you to verify that you own this number and requested to provision it.

  4. You will then receive an email from us notifying you that your number is ready for use.

  5. You may want to configure greetings and pre-chat survey. Click on “configure” button shown next to the number in Admin Panel->My account->Integrations->SMS


    Setup greetings
    a) Welcome Greeting- which will be sent when the initial SMS message is received from a customer
    b) Offline Greeting- which will be sent after all pre-chat fields have been collected and if there are no operators online under your account.



    Pre-chat survey questions will be asked one at a time (Individual SMS messages). If you would like to use an answer from the previous question, you may do so by adding a short code {{1}} within your question that will reference the question number.  EX: Below you will notice question 1 asks for name and in question 2 : Thank You {{1}} references the name that would be entered provided for question 1



    We also encourage you to install “Text us” button code to your web pages for customers to be able to launch SMS chat on your website. You can customize options, and copy code.



    Finally Configure chat window to be able to prompt customers using mobile phones to use SMS
    Admin Panel > Chat System > Customizations > Chat Window
    select the specific chat window you would like to edit...


    The prompt looks like this:





    If customer chooses SMS, the exchange will appear as follows...
    customer view






    Operator view





    There are a few ways you will be able to tell in your Operator Panel that the chat is coming via text. You will notice under the first column there is a Green chat bubble that represents the SMS. You will also notice that under Browser- it also shows SMS.

 

 

It’s simple, reliable, convenient and all you need is your current business landline & we take care of the rest! By offering customer service via SMS you will further differentiate your company from competition and make your customers happier at the same time.

 Limitations

You may provision one number per operator license purchased

To learn more, please read our blog post here and watch our informational video : http://blog.livehelpnow.net/landline-texting-sms-live-chat/

 


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Article Details
Views: 11717 Created on: Dec 14, 2015
Date updated: Feb 08, 2017

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