Live Chat WordPress Plugin Reviewer's Guide

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1 Live Chat WordPress Plugin Reviewer's Guide

2 Table of Contents This document is your reviewer's guide for Comm100 Live Chat WordPress Plugin. It is designed to provide you with information you need to quickly make an accurate assessment of Comm100 Live Chat WordPress Plugin. The following parts are included: 1. Introduction 2. The Cutting Edge 3. Getting Started 4. Support & Contact 5. About Comm Additional Resources 11

3 1 Introduction 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. 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. Comm100 Live Chat WordPress Plugin is specifically built for users to easily install Comm100 Live Chat onto a WordPress site. It enables users to have the live chat monitoring code and the chat button added onto WordPress site pages within minutes. 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 1

4 2 The Cutting Edge Customized Experience, Consolidated Management For some businesses or organizations, different parts of their website 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 different 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 settings. 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 disable 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 displayed. By using multiple live chat plans, businesses or organizations can provide customized visitor experience and at the same time, enjoy the convenience 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 2

5 increase website conversions. Comm100 Live Chat offers a full visitor navigation 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 businesses 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. Auto Chat Invitation Rules Engine When there are quite a few visitors on a site, analyzing each visitor's behavior 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 3

6 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 separately to fit into different business scenarios. There are currently 12 parameters that can be used to form the invitation rules, including time on website, 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. Integration with Comm100 Ticket There are cases that cannot be closed right on the spot, be it sales or support. The ability to track and follow up on these cases, unavailable in most 4

7 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 responsibility 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 details as the chat starts and provide a highly efficient and personalized chat experience. With the integration of Comm100 Ticket, businesses or organizations can keep track of all the customer communications and ensure that each case or sales lead is handled appropriately. 5

8 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 integrated 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. 6

9 Apps for Major Mobile Platforms According to an IDC forecast, web surfing on mobile devices is to surpass that on PCs by The whole world is going mobile. So is customer communication. Comm100 Live Chat's handy mobile apps free users from the desk and make live visitor engagement possible, literally, anywhere anytime. 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 Blackberry 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 businesses 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: 7

10 3 Getting Started Getting started with Comm100 Live Chat is easy. 1. Log into the admin panel of a WordPress site, search for "Comm100 Live Chat"in the plugin directory, install and activate. 2. Find Comm100 Live Chat in the Plugins list and click Settings. 8

11 3. Set up a Comm100 Live Chat account. 4. Get online and start chatting with visitors. 9

12 4 Support & Contact Comm100 provides dedicated customer support through multiple channels, including phone call, , 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: 5 About Comm100 Founded in 2009, Comm100 is the leading global provider of enterpriselevel customer service and communication solutions, including live chat, marketing, ticket, forum, knowledge base and help desk. As business grows fast, Comm100 has been embraced by over 200,000 businesses around the globe. Suite 238, 1027 Davie Street, Vancouver, BC, V6E 4L2, CA Our Customers In the News 10

13 W SW NE E SE 6 Additional Resources Comm100 Live Chat Overview: Pricing & Packaging: Customer Stories: In the News: Media Kit: Help Center: Supported OS Supported Browser Supported Add-on NW N S 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. 11

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