Download 10 Top Tips To Introduce Live Chat To Your Business - So It Works! X

Introduction

Chat2 is the web application that adds live chat to websites. Using Chat2, website operators can chat, help, guide, interact & transact with website visitors. Chat has the highest customer satisfaction rating of any communication medium.

Here is a 11 minute demonstration video from the perspective of the website visitor and the operator.

An operator is someone who is logged into Chat2 answering customer questions and assisting them with their enquiries. Operators can do more than just answer questions, they are empowered with concise information snippets and tools they can share with visitors in a way that’s contextual, relevant and faster than any other communication medium.

Chat operators strive to answer visitors chat requests as fast as they would phone calls. Sometimes answering questions from several visitors at the same time. Operators, do their utmost to maintain customer satisfaction by promptly assisting visitors.

Installing Chat2

Installing Chat2 is simple, this 5 minute video shows you how.

Once you have typed in your website at the chat2.com home page and completed the details form, you will be provided with three installation options.  Whichever option you choose, a short code will be produced for you or your website manager on the screen.  The code is to be pasted into the footer or onto each page you want Chat2. The code is available in the “Get Instructions” email you received when the Chat2 account was registered. If you need help just chat 2 to us at www.chat2.com

You can simply click the “Not your job” link and forward this onto your website manager or developer if you wish.

Chat2 is also available as a plugin through WordPress.

New Features – Live Oct 2016

Chat2 is upgrading to a newer, finer version in October 2016.  This version provides:

  • larger font for easier reading;
  • easier selection of canned messages;
  • the opportunity to insert videos into chat;
  • insert images in three different ways;
  • add files to a file manager for easy downloading into chat;
  • more emoji’s insert into chat; and
  • Much more.

Getting Started

When Chat2 is installed on a website it will be offline initially. While offline Chat2 will take messages and forward them to the email that was used to sign up to Chat2. Offline Chat2 will look something like this:

There are two ways to log in

Go to www.chat2.com and click login in the top right hand corner.

Enter the field details as requested and click login. The dashboard of Chat2 will be displayed for your website. The login URL will be displayed in the top of your browser, save this URL to your bookmarks as you will be able to login directly when going to this URL.

2. The second method to log in is to enter the login address (URL) directly into the address bar at the top of the Chrome browser. The URL will consist of your website address without the www or dots followed by .chat2.com. For example if your website address is http://www.nqsolar.com.au then your login url is http://nqsolarcomau.chat2.com If you put the address into your web browsers address bar it should load a login page that looks like this:

Enter the email address and password you registered with and then click login.

Dashboard

After logging in you will see the dashboard as shown below. There is a menu at the top (or a menu on the side for small screens & mobiles) followed by a list of current or recent visitors.

You can take Chat2 on or offline by clicking the online/offline button:

Whenever a visitor wants to chat and someone is not available, they will receive an offline message and be given the chance to leave a message in a form. This form will be sent to the email of the business. Visitors give the best feedback when their enquiries are answered immediately.

Website visitors use chat because they expect prompt help.

For best results, stay online as much as possible and use an XMPP mobile app to help maintain high availability.

Or utilise our Chat2 concierge service and we can answer chats for you 24/7 www.chat2.com/concierge

Answering Chats

When a chat comes in, you will receive both audible and visual alert notifications.  Please see the setting up notifications video located at setting up chat notifications

This short video shows you how to answer chats.

You can see the number of visitors who are initiating chats on the “Pending ” tab.  You can open new chats in a seperate window or tab depending on which icon you select to open the chat.  Hover over the icons to reveal their purpose.

To ensure all visitors are answered when they initiate a chat, you can set up automatic responses. These are the responses a visitor will receive when they initiate a chat and are waiting for a response. To give the operator a chance to pick up the chat an automatic message can be sent immediately to say something like “Hi, we will be with you in a moment.”

This short video explains how to set up these automatic responses.

A website visitor who initiates a chat will then always be answered by the business, without any assistance from an operator.

Chatting

This is the chat window, where operators can chat to visitors and have a set of tools to inform and assist them.

Notifications

It’s important to setup notifications so you can answer chats when they come in.

This quick 2 minute video shows you how in the Google Chrome browser.  Google Chrome is the best browser to use when operating Chat2.

 

Canned Messages – Saving time

Chat2 was designed with website operators in mind. Customers and visitors alike regularly ask the same sort of questions. To save time and provide visitors with fast and accurate information Chat2 operators can record answers in the canned message area. Click on settings in the top right hand menu.

At the bottom of a chat window you will be able to select the relevant canned message from the drop down list. The canned message will appear in the text window so it can be edited prior to sending to a visitor. Then click the arrow to send.

Invitations to Chat

Sometimes visitors are either too shy to ask for help or they simply haven’t noticed they can chat. Configurable, timed, proactive chat messages can prompt the visitor after a set number of seconds has passed.
Research suggests that after two minutes on the website visitors are more likely to need help and accept proactive chat prompts.
This means the chat automatically starts and types out a preset message asking them if they need help. To set these up select Settings / Auto Chat Starters (Invitations).

The video below explains how to set up Auto Chat Starters which are an automatic invitation inviting a visitor to chat. Research has shown most chats commence in this way.

Eye Catchers

Sometimes visitors don’t notice they can chat. Eye catchers can solve this by displaying a prominent image above the chat tab. 24 Bit PNG image files can be uploaded in the need help widget area which is accessed by selecting:
Settings/Embed code/widget themes/[add-edit]/need help widget

Customising Chat

Colours, themes & css can be edited with the options available here:
Settings/Embed code/widget themes/[add-edit]/need help widget

Mobile XMPP

Chat2 can receive notifications on phones and tablets with XMPP. Mobile XMPP is our open communication system supported on apple, android, and windows devices. Here are the settings for a common XMPP app, these will also apply to similar XMPP apps.