Live Chat Reviewer's Guide

kokomomammothSoftware and s/w Development

Feb 17, 2014 (3 years and 3 months ago)

72 views

When there are quite a few visitors on a site, analyzing each visitor's behav-
ior manually can be time-consuming and sometimes, even impossible. To
help businesses make use of each sales opportunity in a highly efficient
way, Comm100 Live Chat offers an intelligent auto invitation engine to
Live Chat
Reviewer's
Guide
identify potential customers and send out chat invitations automatically
based on the rules and settings users predefine.
Users can set up multiple auto invitation plans and configure the invitation
rules, invitation style and message, and routing rule for each plan sepa-
rately to fit into different business scenarios. There are currently 12 param-
eters that can be used to form the invitation rules, including time on web-
site, time on current page, current page URL, referrer page URL, search
keyword, visit times and more. By combining these parameters, users can
set up invitation rules that echo to their unique needs and deliver a highly
personalized chat invitation. The auto chat invitation makes it easy for
businesses to take full advantage of the sales opportunities on their website
and is a proven way to increase online leads and sales.
Table of Contents
This document is your reviewer's guide for Comm100 Live Chat. It is de-
signed to provide you with information you need to quickly make an accu-
rate assessment of Comm100 Live Chat. The following parts are included:
1. Introduction
2. The Cutting Edge
3. Getting Started
4. Support & Contact
5. About Comm100
6. Additional Resources
When there are quite a few visitors on a site, analyzing each visitor's behav-
ior manually can be time-consuming and sometimes, even impossible. To
help businesses make use of each sales opportunity in a highly efficient
way, Comm100 Live Chat offers an intelligent auto invitation engine to
1
2
8
10
10
11
identify potential customers and send out chat invitations automatically
based on the rules and settings users predefine.
Users can set up multiple auto invitation plans and configure the invitation
rules, invitation style and message, and routing rule for each plan sepa-
rately to fit into different business scenarios. There are currently 12 param-
eters that can be used to form the invitation rules, including time on web-
site, time on current page, current page URL, referrer page URL, search
keyword, visit times and more. By combining these parameters, users can
set up invitation rules that echo to their unique needs and deliver a highly
personalized chat invitation. The auto chat invitation makes it easy for
businesses to take full advantage of the sales opportunities on their website
and is a proven way to increase online leads and sales.
1
Comm100 Live Chat is a professional website chat solution that enables
businesses or organizations to communicate with their website visitors in
real time so as to improve conversions, sales and customer satisfaction. As
a widely used e-commerce tool, Comm100 Live Chat can be used by the
sales team as an effective way to identify and convert potential customers,
as well as by the support team to address customers' concerns in real time
and provide superior customer service.
First released on August 5th, 2009, Comm100 Live Chat has now grown to
be an established product with over 100,000 registered business users
around the world. Flexible and scalable, Comm100 Live Chat works for
businesses or organizations of any size and in any industry as long as they
see the need of real time customer communication.
Key features of Comm100 Live Chat include:
• Real-time visitor monitoring and tracking
• Efficient online chat tools
• Fully customizable chat buttons and windows
• Intelligent auto chat invitation
• Team collaboration and communication
• Insightful performance reports & analysis
• Integration with other Comm100 products
• Integration with third-party applications
• Web, desktop and mobile apps
When there are quite a few visitors on a site, analyzing each visitor's behav-
ior manually can be time-consuming and sometimes, even impossible. To
help businesses make use of each sales opportunity in a highly efficient
way, Comm100 Live Chat offers an intelligent auto invitation engine to
Introduction
1
identify potential customers and send out chat invitations automatically
based on the rules and settings users predefine.
Users can set up multiple auto invitation plans and configure the invitation
rules, invitation style and message, and routing rule for each plan sepa-
rately to fit into different business scenarios. There are currently 12 param-
eters that can be used to form the invitation rules, including time on web-
site, time on current page, current page URL, referrer page URL, search
keyword, visit times and more. By combining these parameters, users can
set up invitation rules that echo to their unique needs and deliver a highly
personalized chat invitation. The auto chat invitation makes it easy for
businesses to take full advantage of the sales opportunities on their website
and is a proven way to increase online leads and sales.
Customized Experience, Consolidated Management
For some businesses or organiza-
tions, different parts of their web-
site may require different live chat
experiences. For instance, the live
chat style can vary a lot for the
home page, the product pages, and
the support center. With Comm100
Live Chat, users can set up as many
live chat plans as they want and
fully customize them to match dif-
ferent parts of their website or even
multiple websites while managing
all the visitors, chats and reports
within one account.
Customizable items in each live chat plan include chat button, chat window,
chat invitation, pre-chat survey, post-chat rating and some other chat set-
tings. All of the items can be freely tailored to users' business needs. Take
the pre-chat survey for example. Users can choose to either enable or dis-
able it and if they have it enabled, they can give it a new title and branding
image, change the greeting message and configure the fields to be dis-
played. By using multiple live chat plans, businesses or organizations can
provide customized visitor experience and at the same time, enjoy the con-
venience of consolidated management.
Visitor Navigation History Tracking
The ability to identify potential customers and know their needs is critical
for online businesses to make effective customer communication and
When there are quite a few visitors on a site, analyzing each visitor's behav-
ior manually can be time-consuming and sometimes, even impossible. To
help businesses make use of each sales opportunity in a highly efficient
way, Comm100 Live Chat offers an intelligent auto invitation engine to
2
The Cutting Edge
2
increase website conversions. Comm100 Live Chat offers a full visitor navi-
gation history allowing users to analyze the navigation behavior of their
website visitors and identify those with great purchasing potential to
engage actively.
Users can easily see how many times a visitor has come to the site, which
pages the visitor visited each time and how long the visitor stayed on each
page. Together with about 30 real time visitor parameters, such as current
page, search keyword, etc., the navigation history empowers online busi-
nesses to not only spot visitors ready for contact, but also fully understand
their points of interest, which means more targeted sales pitching and
higher possibility of sales conversion.
identify potential customers and send out chat invitations automatically
based on the rules and settings users predefine.
Users can set up multiple auto invitation plans and configure the invitation
rules, invitation style and message, and routing rule for each plan sepa-
rately to fit into different business scenarios. There are currently 12 param-
eters that can be used to form the invitation rules, including time on web-
site, time on current page, current page URL, referrer page URL, search
keyword, visit times and more. By combining these parameters, users can
set up invitation rules that echo to their unique needs and deliver a highly
personalized chat invitation. The auto chat invitation makes it easy for
businesses to take full advantage of the sales opportunities on their website
and is a proven way to increase online leads and sales.
3
The ability to identify potential customers and know their needs is critical
for online businesses to make effective customer communication and
Auto Chat Invitation Rules Engine
When there are quite a few visitors on a site, analyzing each visitor's behav-
ior manually can be time-consuming and sometimes, even impossible. To
help businesses make use of each sales opportunity in a highly efficient
way, Comm100 Live Chat offers an intelligent auto invitation engine to
increase website conversions. Comm100 Live Chat offers a full visitor navi-
gation history allowing users to analyze the navigation behavior of their
website visitors and identify those with great purchasing potential to
engage actively.
Users can easily see how many times a visitor has come to the site, which
pages the visitor visited each time and how long the visitor stayed on each
page. Together with about 30 real time visitor parameters, such as current
page, search keyword, etc., the navigation history empowers online busi-
nesses to not only spot visitors ready for contact, but also fully understand
their points of interest, which means more targeted sales pitching and
higher possibility of sales conversion.
identify potential customers and send out chat invitations automatically
based on the rules and settings users predefine.
Users can set up multiple auto invitation plans and configure the invitation
rules, invitation style and message, and routing rule for each plan sepa-
rately to fit into different business scenarios. There are currently 12 param-
eters that can be used to form the invitation rules, including time on web-
site, time on current page, current page URL, referrer page URL, search
keyword, visit times and more. By combining these parameters, users can
set up invitation rules that echo to their unique needs and deliver a highly
personalized chat invitation. The auto chat invitation makes it easy for
businesses to take full advantage of the sales opportunities on their website
and is a proven way to increase online leads and sales.
4
When there are quite a few visitors on a site, analyzing each visitor's behav-
ior manually can be time-consuming and sometimes, even impossible. To
help businesses make use of each sales opportunity in a highly efficient
way, Comm100 Live Chat offers an intelligent auto invitation engine to
Integration with Comm100 Ticket
There are cases that cannot be closed right on the spot, be it sales or sup-
port. The ability to track and follow up on these cases, unavailable in most
identify potential customers and send out chat invitations automatically
based on the rules and settings users predefine.
Users can set up multiple auto invitation plans and configure the invitation
rules, invitation style and message, and routing rule for each plan sepa-
rately to fit into different business scenarios. There are currently 12 param-
eters that can be used to form the invitation rules, including time on web-
site, time on current page, current page URL, referrer page URL, search
keyword, visit times and more. By combining these parameters, users can
set up invitation rules that echo to their unique needs and deliver a highly
personalized chat invitation. The auto chat invitation makes it easy for
businesses to take full advantage of the sales opportunities on their website
and is a proven way to increase online leads and sales.
live chat products, is essential to an optimal business practice. On top of
Comm100 Live Chat, Comm100 also offers a support ticket system
Comm100 Ticket which can be seamlessly integrated with Comm100 Live
Chat to easily convert live chats or offline messages to tickets for effective
follow-up.
The integration enables users to either automatically or manually convert a
live chat or an offline message to a ticket and the ticket can then have
properties such as status, priority, assignee and more for clear responsibil-
ity and quick response. By requiring visitors to enter their ticket ID (if any)
in the pre-chat survey, users can immediately get to know all the case de-
tails as the chat starts and provide a highly efficient and personalized chat
experience. With the integration of Comm100 Ticket, businesses or organi-
zations can keep track of all the customer communications and ensure that
each case or sales lead is handled appropriately.
5
When there are quite a few visitors on a site, analyzing each visitor's behav-
ior manually can be time-consuming and sometimes, even impossible. To
help businesses make use of each sales opportunity in a highly efficient
way, Comm100 Live Chat offers an intelligent auto invitation engine to
There are cases that cannot be closed right on the spot, be it sales or sup-
port. The ability to track and follow up on these cases, unavailable in most
identify potential customers and send out chat invitations automatically
based on the rules and settings users predefine.
Users can set up multiple auto invitation plans and configure the invitation
rules, invitation style and message, and routing rule for each plan sepa-
rately to fit into different business scenarios. There are currently 12 param-
eters that can be used to form the invitation rules, including time on web-
site, time on current page, current page URL, referrer page URL, search
keyword, visit times and more. By combining these parameters, users can
set up invitation rules that echo to their unique needs and deliver a highly
personalized chat invitation. The auto chat invitation makes it easy for
businesses to take full advantage of the sales opportunities on their website
and is a proven way to increase online leads and sales.
live chat products, is essential to an optimal business practice. On top of
Comm100 Live Chat, Comm100 also offers a support ticket system
Comm100 Ticket which can be seamlessly integrated with Comm100 Live
Chat to easily convert live chats or offline messages to tickets for effective
follow-up.
The integration enables users to either automatically or manually convert a
live chat or an offline message to a ticket and the ticket can then have
properties such as status, priority, assignee and more for clear responsibil-
ity and quick response. By requiring visitors to enter their ticket ID (if any)
in the pre-chat survey, users can immediately get to know all the case de-
tails as the chat starts and provide a highly efficient and personalized chat
experience. With the integration of Comm100 Ticket, businesses or organi-
zations can keep track of all the customer communications and ensure that
each case or sales lead is handled appropriately.
6
When there are quite a few visitors on a site, analyzing each visitor's behav-
ior manually can be time-consuming and sometimes, even impossible. To
help businesses make use of each sales opportunity in a highly efficient
way, Comm100 Live Chat offers an intelligent auto invitation engine to
Integration with Salesforce CRM
Many businesses or organizations rely on the CRM (Customer Relationship
Management) system to manage their leads, contacts and customers. Thus
it's important to link up customer communication channels with the CRM
system for streamlined operation. Comm100 Live Chat can be easily inte-
grated with Salesforce CRM, making it simple for users to manage leads or
contacts from the website following their sales or support workflow.
With the Salesforce integration, leads, contacts or cases will be created or
updated automatically in Salesforce CRM when users finish a live chat with
their website visitors, with chat transcripts and other information collected
through Comm100 Live Chat added. If a website visitor is already a lead or
contact in Salesforce CRM, users are able to see that in their chat panel and
retrieve his/her information with just one click to make more targeted and
effective customer communication.
identify potential customers and send out chat invitations automatically
based on the rules and settings users predefine.
Users can set up multiple auto invitation plans and configure the invitation
rules, invitation style and message, and routing rule for each plan sepa-
rately to fit into different business scenarios. There are currently 12 param-
eters that can be used to form the invitation rules, including time on web-
site, time on current page, current page URL, referrer page URL, search
keyword, visit times and more. By combining these parameters, users can
set up invitation rules that echo to their unique needs and deliver a highly
personalized chat invitation. The auto chat invitation makes it easy for
businesses to take full advantage of the sales opportunities on their website
and is a proven way to increase online leads and sales.
7
When there are quite a few visitors on a site, analyzing each visitor's behav-
ior manually can be time-consuming and sometimes, even impossible. To
help businesses make use of each sales opportunity in a highly efficient
way, Comm100 Live Chat offers an intelligent auto invitation engine to
Apps for Major Mobile Platforms
According to an IDC forecast, web surfing on mobile devices is to surpass
that on PCs by 2015. The whole world is going mobile. So is customer com-
munication. Comm100 Live Chat's handy mobile apps free users from the
desk and make live visitor engagement possible, literally, anywhere any-
time. Users no longer need to cut their live chats when heading out of the
office.
Comm100 Live Chat offers full functional apps for almost all major mobile
platforms or devices, including iPhone, iPad, Android devices and Black-
berry phones. It enables users to keep connected with their website visitors
while on the go, increase their online time and ultimately, boost sales and
customer satisfaction. The mobile apps, complemented by a cross-browser
compatible web version and an Adobe Air based desktop app, give busi-
nesses maximum flexibility and convenience to use Comm100 Live Chat.
Comm100 Live Chat has an industry-leading feature set.
For a detailed feature list, please visit:
http://www.comm100.com/livechat/featurelist.aspx
identify potential customers and send out chat invitations automatically
based on the rules and settings users predefine.
Users can set up multiple auto invitation plans and configure the invitation
rules, invitation style and message, and routing rule for each plan sepa-
rately to fit into different business scenarios. There are currently 12 param-
eters that can be used to form the invitation rules, including time on web-
site, time on current page, current page URL, referrer page URL, search
keyword, visit times and more. By combining these parameters, users can
set up invitation rules that echo to their unique needs and deliver a highly
personalized chat invitation. The auto chat invitation makes it easy for
businesses to take full advantage of the sales opportunities on their website
and is a proven way to increase online leads and sales.
8
Getting Started
3
When there are quite a few visitors on a site, analyzing each visitor's behav-
ior manually can be time-consuming and sometimes, even impossible. To
help businesses make use of each sales opportunity in a highly efficient
way, Comm100 Live Chat offers an intelligent auto invitation engine to
Getting started with Comm100 Live Chat is easy.
identify potential customers and send out chat invitations automatically
based on the rules and settings users predefine.
Users can set up multiple auto invitation plans and configure the invitation
rules, invitation style and message, and routing rule for each plan sepa-
rately to fit into different business scenarios. There are currently 12 param-
eters that can be used to form the invitation rules, including time on web-
site, time on current page, current page URL, referrer page URL, search
keyword, visit times and more. By combining these parameters, users can
set up invitation rules that echo to their unique needs and deliver a highly
personalized chat invitation. The auto chat invitation makes it easy for
businesses to take full advantage of the sales opportunities on their website
and is a proven way to increase online leads and sales.
1. Register for a Comm100 Live Chat account.
9
2. Copy and paste the live chat code onto your web pages.
3. Get online and chat!
10
Comm100 provides dedicated customer support through multiple channels,
including phone call, email, live chat, ticket, forum, knowledge base, SNS
and more. Help resources such as videos and setup guides are available on
the website.
If you have any questions or feedback during the review process, you can
also directly contact Sophia Myles, Marketing Specialist of Comm100 at:
sophia@comm100.com.
Founded in 2009, Comm100 is the leading global provider of enterprise-
level customer service and communication solutions, including live chat,
email marketing, ticket, forum, knowledge base and help desk. As business
grows fast, Comm100 has been embraced by over 200,000 businesses
around the globe.
Support & Contact
4
About Comm100
5
Suite 238, 1027 Davie Street, Vancouver, BC, V6E 4L2, CA
1-778-785-0464
www.comm100.com
Our Customers In the News
11
Comm100 Live Chat Overview: http://www.comm100.com/livechat/
Pricing & Packaging: http://www.comm100.com/livechat/pricing.aspx
Customer Stories:
http://www.comm100.com/livechat/casestudytestimonials.aspx
In the News: http://www.comm100.com/company/news.aspx
Media Kit: http://www.comm100.com/company/mediakit.aspx
Help Center:
http://hosted.comm100.com/HelpDesk/Main/Main.aspx?siteid=10000
Copyright © 2013 Comm100. All Rights Reserved.
All Comm100 brand and product names are trademarks or registered trademarks of Comm100
Network Corporation in Canada and other countries. All other trademarks or registered trademarks
are property of their respective owners.
Additional Resources
6
Supported Browser
Supported OS
Supported Add-on
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