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myEchat Features Tour

With simple words and pictures, here is a tour of the 5 Key features of the myEchat software : the live site monitor, the live chat or live customer support, creation and access to the visitorís profile, the reporting functionality and the setup & customization of many myEchat features.

Live Site
Monitor

Live
Chat

Visitorís
Profile

Reporting
Functions

Setup &
Customization

Live communication can be initiated by both the visitor and the operator. A visitor can click on the "chat live-help banner". The operator can select a visitor within the site monitor and send him an invitation to chat. When a visitor send a chat request, every connected operators will get a pop-up window alerting them with a sound of a new incoming chat request. If operators are too busy, they can decide to place this user on-hold. If no operators are available, the visitor will be offered to leave a message. When chating with a visitor, the operator can use canned messages to provide accurate but also faster service. The typical nature of exchanged messages is textual but the operator can also send the visior links, images and any kind of file attachments. If an operator realizes that the visitor's questions may be better answered by another operator he can transfer that chat session to this other operator. When a chat session ends, the visitor can save his session as a file or have it sent by email.

Start a chat: Visitor sends a request

At anytime a visitor can send a chat request by cliking on the "live help" banner. A chat window opens and offers him to provide a name or nickname before sending his chat request. With myEchat the name field is optional. At myEcommerce we understand that forcing a visitor to provide his name and email could be intimidating. Being able to remain anonymous encourage users to engage in communication with an operator. How would you feel if when going to a superstore like Macy, the sales person would ask your name and email before he can answer simple questions.

Being put in a Hold-Queue

If operators are too busy to "take this call", they can decide to place that user on-Hold. When a user is placed on hold, his chat window will display an on-Hold message that will also tell him what is his place in the queue. On the site monitor, his status will display an "on-hold" link that will also include the number of seconds he has been placed on hold. Any operator becoming available can click on the on-hold link and immediately start chating with that visitor.

Start a chat: Operator send an invitation

Operators can be pro-active and use the site monitor to select a particular visitor and send him a chat invitation. The invitation will come scrolling across the visitor browser's window (either from top, left or right depending on settings) and stop in the center of the page for few seconds after which the timeout set will make it go away by itelf. The visitor can click the "yes" to accept the chat or click the "no" button or ignore the invitation window to decline the operatorís request.

No operators available

If no operators are available or if they let the request go unanswered, the visitor will get a ďLeave a messageĒ window.

Customer chat window

The visitors get a nice confortable size chat window. The messages typed by the visitors and the operator can be of different color depending on your chat settings. This window also includes an "operator is typing" indicator and a sound alert on new incoming messages if the chat window is not the active window.

Canned messages/ Transfer a chat

On his chat window the operator can use canned messages. These are messages that are frequently used phrases like typical answers, greetings, good-bye messages etc. These can be imported and exported and support multi-language. From this window the operator can also transfer the chat to another operator.

Operator can send links and file attachments

At any time during the chat session the operator can use his chat window to send the visitor links and any kind of file attachments (images, PDF files, word documents, etc.). On the chat visitor window the file attachement will appear as links that can be cliked on to download the file, the same way it is done on the aol and msn messenger chat window.

Visitor can save his/her chat session

When a chat session has ended the visitor can save the chat transcript as a file or have it sent to him by email.

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