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Citricle Live Support
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Citricle Live Support is an easy-to-use live chat software for websites and eCommerce stores. It empowers Webmasters to monitor and track visitor behavior in real-time and provide them sales or customer service assistance through a familiar chat interface. Add a human touch to your Website with Citricle Live Support for as little as $99.95 a year.
With hundreds of implementations throughout the United States and Europe, Citricle's Live Support empowers customer service and sales professionals to handle Website visitor's questions in real time. Also, Live Support's real-time Website metrics give Webmasters and business owners and up-to-the-minute insight into their Website's traffic patters, traffic sources and clicking habits.
 Our Customers
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| Features |
How It Works |
Advantages |
FAQ |
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Live Chat
Citricle Live Support allows you communicate via a familiar chat interface with your Website's visitors. Visitors can contact you by clicking the chat button, or you can proactively reach out to the visitors at any time.
- Easy Integration: There is no software to install to integrate Citricle Live Support with your Website. All you have to do is add 2 short strings of HTML code to the pages you want the Citricle Live Support to be available on.
Hint: If you don't have any HTML knowledge, we can install it for you at no cost (design a chat button, edit the HTML to add it). Our consultants are always ready to assist you!
- No maintenance or server-side software required
- Manage multiple chats simultaneously
- Multiple operator support
- Support multiple departments Assign operators from different departments within your company to provide visitors with even more relevant support.
- Chat Transfer: Seamlessly transfer a chat session to another operator or department at the click of a button.
- Leave a message: Receive messages from your visitors even when you are offline.
- Create preset messages: Make a list of the most common messages you use in your chat conversations and quickly select them from the Presets menu. This is a great place to keep answers from your Frequently Asked Questions repository.
- Strong 256-bit SSL Security: Confidently use Citricle Live Support because it uses strong 256-bit SSL Security to make sure chat conversations remain private.
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Real-time Website Monitoring
Citricle Live Support provides real-time visitor behavior monitoring and tracking. From the Citricle Live Support operator interface you will be able to see the following attributes for each visitor:
- Search Keyword: Keyword that the visitor searched for on any search engine to arrive at your Website.
- Referrer URL: URL of the referring page the visitor was on before coming to your website.
- Page URL: URL of the page the visitor is currently visiting.
- Page Title: Title of the page the visitor is currently visiting.
- Type of visitor: New or returning visitor to your Website.
- Name: If the visitor had a chat session before with one of your operators, Citricle Live Support will record and recall their name.
- Country: where visitor is located in
- City: where visitor is located in
- State: where visitor is located in
- Zip: where visitor is located in
- IP Address
- Browser
- Operating System
- Screen Resolution
- System Colors
- Flash Installed
- Java Installed
In addition, you can actively use the visitor information and though the use of the following features:
- Built-in Browser: Citricle Live Support has a built-in browser that will not only display the Web page the visitor is on, but also change with the visitor's click patterns. Operators will always be able to keep up with visitor click paths in real-time.
- Visitor Pages and History: Citricle Live Support records the visitor's browsing history and display it when they are re-engaged. Also, it keeps a list of pages the visitor was on, in the order he visited them.
- Chat Transcript: Citricle Live Support creates chat transcripts for each conversation to provide operators with a reference if the visitor has asked about certain items before.
- Visitor Flags: Citricle Live Support enables operators to flag a visitor with a custom-defined flag. For instance, operators might want to flag a visitor as a "customer", "potential customer" or a "competitor" based on their interaction.
- Custom fields: Citricle Live Support allows you to create your own custom information field to track additional important information about each visitor. For instance, you can see which products the visitor has in their 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.
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Real-time website statistics
Citricle Live Support empowers operators to see important Website statistics in real-time. Some of the statistics Citricle Live Support currently tracks are:
- Number of visitors
- Country
- Browser
- Operating System
- Screen Resolution
- System Colors
- Extensions (Flash, Java)
- Referrers
- Search Keywords
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Many solutions require you to add large amounts of code to your Website, install programs on your server or have a programmer on hand. Citricle Live Support is one of the most user-friendly live chat solutions on the market. Here's how it works:
- To add to your Website: There is no software to install to integrate Citricle Live Support with your Website. All you have to do is add 2 short strings of HTML code to the pages you want Citricle Live Support to be available on.
- The Operator interface: Then, you download Citricle Live Support, install it on your machine and log in with the information we will provide you. This is the most time-consuming part and it will only take a few minutes.
- Getting started: As soon as Citricle Live Support is installed and you set your status to “Available”, you are up and running. Did you expect it to be more complicated? Well, it's not!
- Get selling: Don't want to wait for people to talk to you? You can proactively offer help to each visitor with minimal disruption.
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- Turn visitors into customers: Are you pining over bounce rates? Trying to figure out why your aren't converting visitors to customers? Everyday you might lose customers because they can't find the information they need or they don't understand how to find what they are looking for. By having Citricle Live Support, visitors can simply click on the chat button and talk to sales representative right away.
- Instantly answer questions: How do you currently offer support to your customers? A contact form? Email link? These methods are valid, but they do nothing to provide instant gratification or solutions to potential customers. Using Citricle Live Support, you can quickly answer questions and handle concerns, which will help you close more sales and enhance the visitor's shopping experience.
- Increase repeat business: Looking for a way to increase repeat business for customers? By providing them a memorable and personable shopping experience, visitors will remember your Website when they have a need for your product the next time. Knowing that they previously had a conversation with a helpful operator and how fast your response time was, they will always come back to your Website.
- Interact with your customers just like in a real store: Concerns will always arise during the sales process: Am I buying the right model? Is this available in my size? Is there something else that can help me? Having a sales professional on hand to handle these concerns will remove these barriers, much like in a retail store. Citricle Live Support will give your sales department the chance to help the visitor to place the right order with certainty.
- Know who is on your website and what are they looking at: Citricle Live Support allows you to see which Web page every visitor is on, so if a visitor has a question on a product, you can be prepared to handle it as soon as they ask for help. Instead of having to ask them "What page are you on?", you can instantly connect and provide faster and more relevant help.
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- Can I share a license among multiple operators?
Yes. You can create as many operators and departments as you want to, but you can only have one operator logged in per license at a time.
- Why can't I just use the phone to offer customer support?
You can (and you should in addition to Live Support), but its very easy for a visitor to hit the "Back" button on their browser and choose a different website to buy from. Many of our customers had visitors that would rather find another store than call. In our on-demand society, having the ability to provide instant information will give you a competitive edge. Plus, if you have an automated phone system answering your calls, you might lose them in the process anyway.
- Can I integrate it with any website?
Yes. You can integrate Citricle Live Support with any Website, as long as you have the ability to copy and paste 2 small sets of code to the pages you want Citricle Live Support to be available on.
- How much time does it take to integrate Citricle Live Support?
Not much time at all. On average, Citricle Live Support can be installed and integrated with your Website in under 10 minutes.
- 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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Pricing
The pricing of Citricle Live Support depends on the number of operators seats.
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Pricing for one operator seat:
| monthly subscription |
$14.95 |
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| 3 month subscription |
$34.95 |
22% |
| 6 month subscription |
$59.95 |
33% |
| 1 year subscription |
$99.95 |
45% |
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