AWEBDESK LIVE CHAT SOFTWARE

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1 AWEBDESK LIVE CHAT SOFTWARE Version AwebDesk Softwares Operator Guide Edition 1.0 November P a g e

2 TABLE OF CONTENTS LOGIN TO OPERATOR AREA Go online...4 Skins 5 Sound Alerts....5 Desktop Notification Sms Alert....7 Canned Responses Transcripts Online Activity...10 Update Password Chatting to Site Visitors...12 Traffic Monitoring...13 GeoIP and GeoMap.. 14 Footprints...15 Transferring Chat Requests Operator - Operator Chats...17 Using Canned Responses.. 18 Transcripts. 19 Spam Blocking P a g e

3 Login to Operator Area Fig 1: Operator Login Open into browser then provide username and password and click on Login as Operator. 3 P a g e

4 Go Online After login you will be redirected to Operator Dashboard. Fig 2: Operator Dashboard Here you will see the Go online option on Dashboard. After clicking this you will have new window through which you can trace online site visitors, chat with customers, view online operators, transfer chats to another operator. 4 P a g e

5 Skins You also find options to change skin for your operator panel, just click on Skins and you will set new skin as below Fig 3: Setting Skin for Operator Panel Sound Alerts Next option is Sound Alerts through this option you can choose your preferred sound alert notifications. Update here new chat request and response sound alert which you will have during in interaction with site visitors. Fig 4: Setting Sound Alerts for Operator Panel 5 P a g e

6 Desktop Notification Another option is Desktop Notification. Desktop notification is a rather new browser technology that is currently available for Google Chrome and Firefox. However, the system has detected a Firefox browser and you'll want to install the Firefox Desktop Notification addon before getting started. Once the addon has been installed, restart the Firefox browser and access this area again to continue with the process. If the addon is already installed, you'll want to enable the addon. Fig 5: Setting Desktop Notification for Operator Panel 6 P a g e

7 Sms Alert Next option is Sms Alert. Receive new chat request SMS alerts to your mobile. This is only a notification and the Operator Console window should remain opened on the computer. You will need to verify your mobile. Be sure to input your mobile number and the carrier correctly as there will be a 1 minute delay between each verification attempts. If you are unsure of the carrier format, please visit the list of SMS gateways. Fig 6: Setting Sms Alerts for Operator Panel 7 P a g e

8 Canned Responses You can see Canned Responses in left menu. Canned Responses are prebuilt text or phrase you can use while chat with customer which can improve your response time, so you will appear fast and responsive for every customer. It helps more when you have to handle more than one customer. Fig 7: Setting Canned Responses for Operator Panel 8 P a g e

9 Transcripts You can manually trace the chats and every response another customer representative provided to customers through live support software. You can view chat transcripts thoroughly, it may help your new customer representatives while learning how to support the customers quickly and smartly. Fig 8: Setting Transcripts for Operator Panel 9 P a g e

10 Online Activity Through Online Activity option you can see all online activities. And can View the online / offline status report. The display outputs are for days with online activities. Fig 9: Setting Online Activity for Operator Panel 10 P a g e

11 Update Password Through this option you can update your password. Fig 10: Updating Password for Operator Panel 11 P a g e

12 Now we start with how to chat with your live visitors. Chatting to Site Visitors Click on Go Online on operator Dashboard to open a live chat window. When a site visitor requests support from your web site they will be added to your Pending list for your given department. As such, all users in your department will see the pending site visitor. The following illustrates a site visitor 'guest' that is pending for live help: Fig 11: Pending Visitor for live help Simply click on ACCEPT to accept the incoming chat request. Once the visitor is accepted you will be able to open the chat request window and start chatting with your site visitor. From within the AwebDesk live chat window you are able to type messages, send auto responses etc. You may know exact location with IP address and more information about the current chat request people. 12 P a g e

13 Traffic Monitoring Fig 12: Traffic Monitoring for live help Track Visitors, Navigation History, IP-to-location, OS and Browser details, Referring URL, footprints and how many earlier visits in real time. Live Chat Software s this feature will help you to recognize the visitor s actual position and also helps you to assist them. 13 P a g e

14 GeoIP and GeoMap Fig 13: GeoIP and GeoMap Know customers location by AwebDesk Live Chat integrated GeoMAP. You may be able to point out your customers to the shop/office closer to them and offer them accurate shipping information right on the spot. 14 P a g e

15 Footprints Get the information on which page is visitor is now and details of all pages visited by him. This information will help you to interact to your online visitor with more clear view that what actually he wants and also helps you to get details of the actual traffic you have on your site. Fig 14: Footprints 15 P a g e

16 Transferring Chat Requests Once you have accepted a chat request and the site visitor is shown within the 'Chatting Visitors' list you can transfer the visitor to a different live chat operator. This feature is useful if you do not have the correct resources and are unable to answer a visitor's questions. In such a situation, you could transfer the visitor to an operator that is able to answer the visitor s questions. If you feel you are unable to fulfill the request then you can transfer the chat to another operator quickly. Fig 15: Transfer Chat Just click on Transfer option from the toolbar and you will see all available operators. Now choose the chat to person whom you feel will satisfy the visitor s queries efficiently. 16 P a g e

17 Operator - Operator Chats AwebDesk Live Chat Software also supports chats between live chat operators; this allows you to discuss business related issues with your co-workers and may also be used to prepare for transferring a chat request. Collaborating with your co-workers improves overall business efficiency and allows you to effectively communicate to co-workers immediately without leaving your work area. Fig 16: Operator - Operator chat If you wish to open a chat with another live chat operator then you can simply click on Operators in your live chat window then click on request chat option besides operator s details. Once you send a message to another operator they will be instantly notified of your message. 17 P a g e

18 Using Canned Responses Canned Responses option is available in left side menu. So you can go inside this option by click on Canned Responses. In this option you can view how many visitors are online. You can also view today s chat history and overall chat history. You can Create/Edit canned, just click on Add new canned responses button. Fig 17: Canned Responses You can create a canned response by click on Add new canned response button. Just give title, department, canned message and submit. 18 P a g e

19 Fig 18: Using Canned Responses 19 P a g e

20 Transcripts You can view chat transcripts thoroughly, it may help your new customer representatives while learning how to support the customers quickly and smartly. Fig 19: Transcripts 20 P a g e

21 So now you have a list of chat transcripts. If you want to view any particular chat transcript then click on icon. You will see whole transcript as below: Fig 20: Transcripts 21 P a g e

22 Spam Blocking Fig 21: Transcripts Block spammers from requesting Live Support. Just click on Spam then you will see option to block visitor. You can block visitor from requesting Live Support to limit abuse of system. Blocked visitor is shared and active throughout all departments and operators. Blocked visitors will always see an Offline status. 22 P a g e

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