- Installing Chat2
- Getting Started
- Answering Chats
- Canned Messages – instant responses
- Invitations to Chat
- Eye Catchers
- Surveys – Real Time Customer Feedback
- Mobile XMPP
- How to reset your Chat2 password
- How to link Facebook Messenger
- Create reports in Chat2
Chat2 is the web application that adds live chat to websites and Facebook. 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 short demonstration video of Chat2 from the perspective of the website visitor and the operator.
An operator is someone who is logged into Chat2 answering visitor 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 visitor chat requests as fast as they would phone calls. They can answer questions from several visitors at the same time. Operators, do their utmost to maintain customer satisfaction by promptly assisting visitors.
Installing Chat2 is simple, this 2 minute video shows you how.
Once you have typed in your website address 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 to appear. The code is available in the “Get Instructions” email you received when the Chat2 account was registered. If you need help, just chat 2 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.
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 located on the menu bar at the bottom of the page.
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 www.nqsolar.com.au then your login url is nqsolarcomau.chat2.com
Enter the email address and password you registered with and then click login.
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 recent visitors.
You can take Chat2 on or offline by clicking the online/offline button located in the top right corner:
Whenever a visitor wants to chat and Chat2 is offline, the visitor will be presented with a form for them to complete and the details will be emailed directly to 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 the Chat2 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
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.
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.
This is the chat window, where operators can chat to visitors and have a set of tools to inform and assist them.
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.
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.
When chatting you will be able to select from suggested canned messages by typing a few letters, any messages that contain those letters in the title of the canned message will appear for your selection. Select the message and it will appear in the chat box for you to edit on the go before you send to the visitor.
The other option is to select the canned message from the drop down list or searching in the field next to 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.
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.
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
Colours, themes & css can be edited with the options available here:
Settings/Embed code/widget themes/[add-edit]/need help widget
Obtain real time customer feedback from your online visitors while they are on your website through surveys. This video demonstrates how to create surveys and ask your online visitors about their experience with your business. You can ask them to rate your service with a 5 star rating system, or provide a multiple choice question seeking feedback from them or asking open ended questions to get to know about who is visiting your website or Facebook page.
You can manually send them a survey, trigger a survey at the end of a chat or through chatbots. All the data is collected within the Chat2 system or can be exported into a spreadsheet or integrated with your CRM.
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.
It’s very simple to reset your Chat2 password.
Go to your login page for the Chat2 dashboard.
This is your website address with no “www” and no “.” then add .chat2.com on the end.
If your website is www.hypenergy.com.au then your login url for Chat2 will be hypeenergycomau.chat2.com.
Once you are on the login screen – there will be a link that states “password reminder” to the bottom left of the password field. Click this link and you will be taken to the restore password screen. Please enter the email for your user account with Chat2 and an email will be sent to you with your restored password.
Please watch this short video on how to reset your password for Chat2.
It’s so easy to integrate Facebook Messenger with Chat2, so you are answering all your chats and Facebook messages on the one platform. It makes your business faster to respond online and your staff more effective answering messages from the one dashboard!
Click on the link below to watch a short video on how to link Facebook Messenger with Chat2.
This short video shows you how to create reports in Chat2 now you have been chatting for a bit. Find out how you have been doing with answering live chat and create some reports on your Chat2 performance.