Live Chat Blog: Tips & Best Practices

KnowledgeBase search from email form

This is a good practice we received from www.MailChimp.com, a LivePerson Contact Center client:

"On our "Contact Us" form, if someone submits a question we have the question feed into a LivePerson ticket. On the "Thank you" page after submitting the form, the "subject" of their email is automatically entered into a "Search our knowledge base" form field, so that all our customers have to do is, click a button to search our knowledge base. It's a nice way of helping them search for information while they're waiting for a response from us."

 

Market your new LivePerson service

Make sure your visitors will be 'clicking to chat' with your online agents by actively marketing your new LivePerson service. One popular option is to send an informative newsletter explaining the new Live Chat service you are offering on the website. See how Saxo Bank announced its LivePerson service by sending a well-designed newsletter to their clients.

HotelTravel.com language directory

As a tourism and travel website (www.HotelTravel.com) with a global customer base we needed the ability to communicate and provide 24 hour customer service in multiple languages. Currently we have LivePerson chat available in 8 different languages.  Not all of our operators speak all 8 languages so we needed a way to let the visitors know what languages were available at the moment of their chat request. (We didn’t really want to immediately direct a language that was unavailable to an email response, so we needed a way to give our customers the ability to chat in a second language if they so desired.)

Holiday Image Set #3

Add some seasonal charm to your website with Liveperson’s holiday chat buttons and invitations. This is how our holiday set 1 looks like:

Operator Status Buttons
Status	Meaning	File Name	Example
online	available	reponline.gif
offline	no site operator available	repoffline.gif
occupied	not available, will be back in 5 minutes	repoccupied.gif

Holiday Image Set #2

Add some seasonal charm to your website with Liveperson’s holiday chat buttons and invitations. This is how our holiday set 1 looks like:

Operator Status Buttons
Status	Meaning	File Name	Example
online	available	reponline.gif
offline	no site operator available	repoffline.gif
occupied	not available, will be back in 5 minutes	repoccupied.gif

Holiday Image Set #1

Add some seasonal charm to your website with Liveperson’s holiday chat buttons and invitations.

This is how our holiday set 1 looks like:

Operator Status Buttons
Status	Meaning	File Name	Example
online	available	reponline.gif
offline	no site operator available	repoffline.gif
occupied	not available, will be back in 5 minutes	repoccupied.gif