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Live Chat
The Live Chat will allow you communicate with your website's visitors and offer them customer support.The visitors can contact you by clicking the chat button, or you can conctact the visitors on your site at any time:
- Easy Integration: it's very easy to integrate it with your web site.All you have to do is copy and paste 2 small codes in your website's HTML code.
Hint: If you don't have any HTML knowledge, we can try to install it for you at no cost.
- No maintenance or server-side software required
- Manage multiple chats simultaneously
- Multiple operator support
- Departments you can assign an operator to one or more departments.The visitor has the option to select which department he wants to contact.
- Chat Transfer: transfer a chat session to another operator or department
- Preset messages: you can make a list of the most common messages you use in your chat conversations.After you add a message in the list, you won't have to type it again, all you do is click the "Presets" button and choose the message from the list.
- Strong 256-bit SSL Security: our software is safe to use.It uses strong 256-bit SSL Security to make sure your chat conversations remain private.
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Real-time Website Monitoring
The ability to see a list of visitors that are currently visiting your website along with following information for each visitor:
- Search Keyword: the keyword that the visitor searched for on Google, Yahoo, Live, Ask and other search engines before clicking the link to your website
- Referrer URL: a URL of the page that the visitor was on before clicking a link to your website
- Page URL: the URL of the page the visitor is currently visiting
- Page Title: the title of the page the visitor is currently visiting
- A Built-in Browser: a browser where you can see the actual page that the visitor is on.When the visitor will go to another page in your website, the built-in browser will go too.That way you will know exactly what the visitor is looking at.
- Type of visitor: (new or returning)
- Visitor History: will allow you to see what days in the past the current visitor was on your website and what chat conversations the visitor had with your operators.You can see the Chat Transcript for every conversation
- A list of Visited Pages that the visitor was on, in the order he visited them.This will help you determine how serious is the visitor about buying from your website
- Visitor Flags: the ability to flag a visitor with a custom flag.For instance you might want to flag a visitor as a "customer", "potential customer" or a "competitor"
- Custom fields: will allow you to show your own custom information about each visitor.For instance you can show what products the visitor has in his shopping cart, what username he is logged in as, etc.
- Google Maps Integration: by clicking a button called "Map Location", a browser will open Google Maps allowing you to see a geographical map of the area the visitor lives in.
- Name (if the visitor had a chat session before with one of the operators)
- Country
- City
- State
- Zip
- IP Address
- Browser
- Operating System
- Screen Resolution
- System Colors
- Flash Installed
- Java Installed
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Real-time website statistics
See your website statistics in real-time.That means you no longer have to wait for the next day to see today's statistics.You could even click a single page yourself, then refresh to see a new pageview in the reports.Some of the statistics are:
- Number of visitors
- Country
- Browser
- Operating System
- Screen Resolution
- System Colors
- Extensions (Flash, Java)
- Referrers
- Search Keywords
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The first step is to integrate the software with your website.Thas's as easy as copying and pasting 2 small codes in your website's html.
After that you will have to download Citricle Live Support, install it on your machine and log in with the information we will provide you.
That will allow you to instantly monitor the visitors of the website in real-time.
Once you set your status to "Available", the visitors on your website will see that there is an operator waiting to offer them live help if they just click the chat button.
Additionally you can contact the visitors to offer them support even if they didn't ask for it at first.A message will show in the visitor's browser allowing him to accept the chat invitation or simply refusing it.If the visitor accepts it, a new chat session will start and you will be able to guide him.
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- Turn visitors into customers: everyday you might loose customers because they don't find all the information they need for the product they want to buy.They prefer to click "Back" and choose another website to buy from.Having a Live Help system integrated into your website will let the visitor know that in case he needs more information, he could simply click the chat button and talk to your sales department right away.
- Offer great customer support: you can offer support using email or a contact form, but that will discourage the visitor to attempt to contact you, knowing that it will probably take at least a day until he gets an answer.You can also offer support using the phone, but sometimes when people want to ask you quick questions that they won't bother to make a call for.Answering those quick questions might get them more interested in your products and they might order something.
- Give visitors a reason to come back to the website: if the visitor remembers a couple of websites where he wanted to purchase the product from, he will have to choose between revisiting your website or your competition's website.Knowing that he previously had a conversation vith one of your operators and knowing how fast your response time is, he would choose your website.
- Interact with your customers just like in a real store: some visitors might be very close to placing an order, but they are unsure if they are choosing the right product.Citricle Live Support will give your sales department the chance to try to convince the visitor to place an order by explaining him the advantages of buying your product.
- Know who is on your website and what are they looking at: let's say someone calls you on your phone saying he is looking for some product.And you guide him over the phone to go to a certain page to find the product he needs, but he has problems getting there.Instead of having to ask him "What page are you on sir?", you will see what page he is on so you can guide him better to reach your product page.
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- Can I have multiple operators on the website?
You can have as many operators as you need on your website.However if you want 2 operators to be online both in the same time, you will need to purchase 2 different operator seats.One login can be used only by a single person at a time.
- Why can't I use the phone to offer customer support?
The answer to that is quite simple.It's a lot easier to hit the "Back" button in your browser and choose a different website than it is to pick up your phone and call.But hitting the chat button is fairly as easy as hitting the "Back" button.
- Can I integrate it with any website?
You can install it on any website, as long as you have the access to copy and paste 2 small codes into your website's HTML.
- How much time would it take to integrate it to my website?
It's very easy to install the product on your website.On most websites it wouldn't take more than 5-10 minutes to set it up.
- Do i need any extra hardware or maintenance to run it?
No.All you need is to have a website and a computer running Microsoft Windows.
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