1. LiveChat on a website
Hi, my name is Kuba and today I’ll guide you through the LiveChat software with a short presentation with everything you need to know about LiveChat.
This is our livechatinc.com page where chat is already implemented. The default placement of the chat window is here, in the lower right corner of the website.
If you want, you can place it on any other side of the page. We decided to place it here by default because, based on our experience, it allows your visitors to chat with you and browse the content of your website at the same time.
Your customers can simply start a chat by clicking on the chat bubble. You can set up a pre-chat survey, so you could ask your website visitors for some information you need before a chat starts.
Here at LiveChat, we ask our customers about their email address, website address and also the topic of the conversation, but if you want you can easily modify your pre-chat survey and set up any type of question you want.
Once I fill out the fields here and hit the ‘start a chat’ button, I’ll be connected to one of the available agents.
As you can see, all of the chat messages are visible for me all the time, so I can see the timestamps, the message that agent sent, the message that I’ve sent. Also, I can see an indicator showing me if the agent read my message.
I can simply give the agent a rating during the chat. Later on, I can continue the conversation.
If there’s a need for it, I can also send a chat transcript to my email after the chat is over.
I can also attach some files to the chat, so if I want to share some documents or screenshots, I can easily do it over chat without switching between different communication channels.
The chat has two states depending on agents’ availability. When there is at least one agent available, the chat is in online mode, and once all the agents log out of the application, the chat will switch to offline mode.
Just to show you what it looks like, I’ll switch myself to an offline mode and refresh the page. Now you can see an offline window with an offline message form, so your customers can leave you a message you’ll see later on. The message will turn into a ticket, which I’ll explain later, in one of the next videos.
The form can be customized depending on what kind of information you’d like to get from your visitors.
That concludes the first video about what the chat widget looks like on a website, stay tuned for the next one.
2. Setting up LiveChat
Hi, it’s Kuba again and in this video I will show you how to implement LiveChat on your website and how to set it up to look exactly the way you want it on the page.
You can do it in a couple of ways. The first way is simply copying and pasting the code into the website, or you can use one of the provided plug-ins to implement chat.
You can decide on which pages chat will be available – we recommend placing it on all pages of your website, so all your visitors can access it at any time needed.
And this is the one and only moment when you may need some help from someone from your tech team, who is responsible for the website, because from there on you can do all the LiveChat customizations by yourself in the settings section.
The settings section is divided into different subsections, so you can easily navigate through it.
The first one is for the chat window. Here you can customize your chat window’s appearance.
We have two window types that you can choose from – it’s up to you if it appears as a little bubble or a rectangular bar on your website.
You can also modify the colors of the window, where it should be placed on the website, and some other tweaks like your own logo or agent’s picture.
So, just a few clicks and saving the changes will apply all the modifications to LiveChat.
But that’s not all of the possibilities. You can modify the language of your chat window and decide if the chat window should be available in English or one of the other languages available in our system. Currently we have over 50 available languages. You can also set your own phrases right below the chat language section.
The next subsection is the Surveys section, where you can modify the questions that you will ask your visitors before the chat starts.
Here we have a pre-chat survey. As you can see, you can easily edit the questions with only a few clicks.
Let’s say that you want to remove the question about your visitors’ website. It takes only one click to delete the question.
Remember to save your changes to apply them!
You can also set up a post-chat survey, so you can use the survey to get some feedback from your customers after the chat is over.
Here you can ask closed yes or no questions, or open questions for your visitors to elaborate and provide you with detailed feedback.
The next type of form is an offline form, also called the ticket form.
As you may have guessed, this is the form that will appear when the chat is offline.
As in the forms before, here you can also easily modify the type of questions you want to ask with just a few clicks.
Another section available here is the Engagement section, which is quite an important one, as it will help encourage visitors to talk to you.
You can set up automated greetings, that will trigger a chat based on specific actions your customer performed on your website.
Here you can set the conditions for the greetings. As you can see, there are multiple triggers that you can use.
For example, you can trigger your greetings only on your pricing page, or only for the visitors that visit your website for the first time.
You can use various greetings with multiple different triggers. For each greeting you can also set up a custom message tailored to a specific situation.
A pricing greeting can contain discount information, while a support greeting can contain some questions that you need to know before the customer will start a chat.
To make a chat more visible you can use an eye-catcher, so an icon will appear next to the chat window.
You can use one of the eye-catchers from our own eye-catcher gallery, or you can upload your custom picture to the system.
As you can see, there are many other functions available here, and all of them can be easily modified with just a few clicks in your chat settings.
I’ve mentioned that there’s an option to set up an automated greeting that would trigger a chat to open, but in LiveChat there’s also a function to measure your success and conversion from chat.
There are two functions that you can use — goals and sales tracker, that also can be used to measure your sales during chat.
You can set up different conditions for these functions, so you can set it up to trigger on a certain page, for example if your visitor comes to your landing page or the payment page during a chat.
You can use a goal that will trigger based on a specific API or some certain variables that you can pass to the chat.
By using a sales tracker function, you can also add a value to sales, for example, to show not only which products customers purchased, but also the amount of money that you earned from each purchase.
For the e-commerce function, there are also some reports which I’ll talk about in the next video.
That concludes our setup functions. As you can see we have a lot of features that you can use.
If you have some questions, remember that our support team is available for you 24/7 and you can start a chat with them from the website or directly from the LiveChat application.
3. Agent app tools
In this section I will guide you through the agent application and show you how a chat looks like from inside of it, what type of customer information you can see in the app and how to use the archives and tickets.
Let’s start with the LiveChat application. To answer your chats you’ll have to use one of our applications.
You can use the one that is available in your web browser, which requires you to log in to the browser application and authenticate yourself with your login and password.
You can also use our desktop application and run it directly from your desktop. We also have the mobile apps that you can install on your iOS and Android devices.
The chats section is the place where your agents will spend most of their time. There you’ll be able to see all the current chats assigned to agents.
By default one agent can handle up to six chats at the same time, but you can customize this number. I will show you how to do that in the next video.
In the first column, you will see all chats that are assigned to you as an agent. As you can see, I currently have one active and one inactive chat.
This active chat also has a notification here, so I know that the customer sent me a message.
Let’s check it out. The customer filled out the pre-chat survey so I can see all of the pre-chat information here.
This is the first greeting message that the customer received from me. You can see the customer’s first message and a sneak peek of the message that they’re currently typing.
Let’s jump to the point of view of the customer. As you can see the customer is still typing a question. From the agent’s side, I can see the typed message in real time, so I can start to prepare my answer and just simply wait for a customer to send their message.
As you can see, a customer can’t see my message, so I can safely prepare my answer for him, saving mine and his time.
To speed up this process even more, we created another function that we call canned responses.
This is a function that, thanks to shortcuts, allows you to quickly send longer messages in chat.
All you have to trigger it is type a hashtag – then you can see the list of all shortcuts available.
As you can see, here at LiveChat we have a pretty extensive list, but you can simply navigate through it by typing a shortcut’s name.
I’ll enter ‘pricing’, pick the canned response, and quickly send a message I prepared before, which saved me a lot of time.
On the right side of the chat window, I can see information about the visitor I’m chatting with.
Here we can see some general information, like geolocalization and the tickets that this customer has had with us, and much more.
For reporting purposes, you can also assign tags to chats. Tagging chats will help you to sort the chats according to their topics.
Let’s say that you want to tag chats about billing and support separately. You can use the tagging function easily and, for example, mark this chat as a support chat. Later, you’ll be able to filter your reports based on the tagging filter which I will show you in the next video.
As I’ve mentioned, this information will be available for you anytime during the chat, and even when the chat is over, it’s still available for you to browse.
During any free time, when not answering chats, you can visit the customer section, where you will see all of the customers that are currently browsing your website.
This is the list of all the customers that are currently on the page, which you can see thanks to implementing LiveChat code to the website. That’s why we recommend placing it on all pages on your domain.
You can chat with the customers on this list by simply hitting ‘start the chat’ or you can start it with some custom message.
I can filter it to only see currently ongoing chats and the agents that are answering these chats, so I could supervise them.
If I’m an admin or a supervisor of this agent, I can hit the ‘supervise’ button and see this chat in real time.
Because those are the chats with our real customers, I will not click it so as not to disclose any chat information our customers exchange with our agents, but as you can see, this button is available for you anytime you need it.
Once the chat is over, it will be automatically placed in the archives section. Here you can see all the chats that took place on your license from the very first day of your chatting adventure.
Those archives are available for you anytime you want.
You can search your archives by a phrase, an email address or use filters to find a specific type of message. As you can see, it looks very similar to chat, so you can see the content, and the information about your customer on the right side of the screen.
The last section that I want to talk about here is the tickets section.
As you remember, tickets are offline messages that your customer can send when chat is offline. When chat is offline, and your customer is leaves you an offline message, your agents will receive an email notification saying that there’s a ticket waiting for a response. Later on it will appear as an open ticket visible to agents.
I can then click on this ticket and see the message that the customer left me. I can also leave an internal comment for the ticket, which only I can see, your customer will not be able to see this message.
On the right side, I can see some information about the ticket, for example, a ticket assignee. I can assign the ticket to myself or choose another member of my team when I, for example, want to forward it to a tech person.
I can add a reply to the ticket and another great thing here is that canned responses also work for tickets, so I can create a canned response for my tickets and answer them much faster.
And that concludes the section about chats, customers, archives and tickets. Stay tuned for the next video!
4. Agent management
Hi! In this video, I will talk about how to manage your team, add agents, and assign groups.
You can add agents to your team with just a few clicks. Go to the agent section and hit the invite agents button.
Here you can add an email (or multiple emails) and choose roles for the agents. There are two roles you can choose from. A regular agent role—for teammates focused on handling chats, who don’t need to, or shouldn’t have access to other features in LiveChat.
There is also the admin role which has full access to all features. We recommend setting it only for specific members of the team. As they will be able to change all the settings on your livechat license.
Here you can also assign agents to a particular group which brings us to the group feature. Groups can be used to divide incoming chats based on the subject of a conversation. So, for example, you can create a separate group for your sales team and for your support team.
You can also use groups to implement LiveChat on multiple websites. If your agents need to handle chats coming from more than one site, you can create a group for each website and handle all the incoming chats using just one license.
When editing an agent’s profile, you can change their name and their job title. This information is visible to your customers in the chat widget.
You can also upload a profile picture. We have a stock photo gallery, but we recommend using your own photo. This is me by the way.
Here you can assign agents to groups and set their chat limit. The default setting is six. We recommend three chats at the same time for beginners.
You can also set working hours. So decide when the agent should be accepting chats during the day.
At 8 am the app will automatically switch my status to accept chats. Then, at 4 pm the application will automatically switch my status back to not accepting chats.
To see how your agents are performing, we created some reports that will help you with team management. In this video, I will talk about two reports, but I will cover more in the next video.
The first report I want to tell you about is Agent Activity which displays the changes in the agents’ status during the day.
Gray means the agent was not logged into the LiveChat application. Green means the agent was accepting chats. And red means that they weren’t accepting chats.
The status can be changed to don’t accept chats either automatically—when agent’s working hours are over, or manually, by clicking on the profile picture in the bottom left corner and choosing don’t accept chats.
Once done, a red bar shows up here. With the don’t accept chats status, agents don’t receive any new chats.
Ongoing chats remain active so they can be finished before an agent goes e.g. for a lunch break. When the agent is back at work, they can switch back to accept chats.
So here you can see when exactly during the day your agents changed their status. It’s also possible to check this report for previous days.
And the second report that I wanted to show you is staffing prediction. It shows data for the next seven days based on the last four weeks of your LiveChat usage.
You will see this data after four weeks of using LiveChat and it will help you to predict the number of agents that you will need to provide effective support via LiveChat.
And that’s it for now. In the next video, I will tell you more about the reports, so stay tuned.
In this video, I will guide you through the multiple reports that our system provides.
I will not dig into the details of all the reports, but only highlight the most important ones, so you can check the rest for yourself in the LiveChat application.
We divided our reports section into a few subsections. You can check the data from just the last seven days if you need a quick overview of the information. If you need more detailed information, you can dig into the chat or ticket reports.
Each report provides an option to filter the data. You can use the time filter, agent filter, group filter, or tag filter.
You can browse through information such as your chat satisfaction report, that will show you the number of positive and negative ratings that your customers left, along with the top-rated agent list, so you can see which agents are good examples and where you can find room for improvement.
By the way, those icons are clickable, so if you click them, you will be redirected to the archives to see a specific chat.
You can also measure the time of your chats, what we call the average chat duration. By using the filter, you can find, for example, an average chat duration for support chats or for sales chats.
Another important thing is the response time reports, which show you the first response time and an average response time. Those are the two statistics that you need to keep an eye on because they will reflect your customers' satisfaction. We recommend keeping the first response time under 1 minute because that will give you almost 100% certainty that your customer will leave positive ratings.
There are also statistics for your tickets. You can check the number of new tickets you created, ticket satisfaction rate, the response time for your tickets, and the number of tickets solved.
If you use the ecommerce function to measure your sales in chat, you can also see the number of goals that you completed in chat.
These are also clickable numbers that you can click to get redirected to the archives, where you can see the chat related to a specific goal and the number of tracked sales that you’ve made.
In my case, I’m not tracking any sales because I’m focused mostly on the goals, but if you also use sales tracker, you will also see data from there.
Finally, the last function in the reports that is available for our Business plan is the export function.
This is a report that you’ll receive directly in your inbox. You can request it manually, or set it up as a recurring report to get daily, weekly or monthly stats sent to one or multiple email addresses.
This report will be in an excel format, so in formats like .csv, .tsv or .tsv excel.
It will contain information about each chat that took place on your licence. There you will find information that customers left in pre-chat or post-chat surveys, including open questions and some additional information about your clients.
You can access these reports anytime. There is no time limit for report availability, so as long as your license is active, you can look at data from the very first day that you started using LiveChat.
So if you, hopefully, use LiveChat for the next ten years, you’ll be able to compare the data based on the specific year by simply using different custom periods and see how your chats or ratings changed.
You can also compare the data and see how your business and team evolved.
That concludes our reports section. Please remember that if you have any questions, our support team is available 24/7 so you can contact us on our website anytime you want.
My colleagues will be more than happy to provide you with all the information you need.
Thanks for your attention and have a fantastic day! Bye!