What happens when a visitor’s request to chat is not accepted? How long will they stay in the queue?

If your live chat system is online, visitors who click to chat are entered into a queue until an agent accepts the chat request. After a set period of inactivity between the agent and the visitor the chat session will “timeout.” At that point, the visitor will receive a prompt allowing them to either leave a message or continue waiting. We highly recommend keeping chat session timeout set to the [...]

How do I configure post-chat/ticket surveys?

A Post-chat survey is a must have live chat software feature if you would like to capture customer feedback on their experience with your operators. It will help you improve the way customers are handled by your support staff. To enabled post chat survey please follow these steps: Switch to Admin Panel > System Setup > Surveys. Click [+ Add survey] at the top right. You can setup up [...]

How do I use tags? Is there a tag report?

Chat TaggingYour staff took 100 chats this week; how many were for sales, how many for support, how many were for something else? Unless you’ve set up a multitude of separate departments, it’s difficult to know. Now, however with LiveHelpNow http://www.livehelpnow.net/products/live-chat-system live chat software, your agent can choose up to five tags, classifying a chat as, for example, a sales [...]

How do I manage ticket notifications? Who gets notified, when, and why?

The LiveHelpNow ticketing system is designed to help you manage customer inquiries by notifying specific people when a new ticket is submitted or if there's an update to an existing ticket. You can manage all of your support emails with Email-Ticket Management by setting up email-to-ticket integration. The steps below explain the standard flow of ticket notifications and the customizations you [...]

How do I chat with my international customers using real time language translation?

We've harnessed the power of language in order to provide you with real-time translation in a chat session. If your customer's first language is something other than English, they can now type in the language they're most comfortable with and their text will be translated, on the fly, into English (or any other language your agent chooses). Your agent's reply will instantly be translated back, [...]