LiveChat, Facebook Connect for More Personal Support

Linc Wonham — Fri, 29 Jul 2011 00:00:00 GMT

Real-time software and e-commerce analytics provider LiveChat is integrating with Facebook’s massive, 750 million-plus user database in an effort to take online support to a whole new level.

By integrating Facebook Connect, LiveChat can present the name, picture and email address for each website visitor, along with any additional data made available from the visitor’s Facebook profile. Businesses can know exactly who their online visitors are and what their Likes are, turning these virtual interactions into deeper connections between seller and shopper.

Once a customer signs into LiveChat using their Facebook credentials, they will automatically be recognized by LiveChat on any other website that has the product installed. This creates a network effect and an additional value for merchants using the LiveChat platform.

E-commerce sites are able to tap into the vast amount of data in Facebook profiles to get to know their shoppers better and tailor the support, shopping and marketing processes to the unique interests and needs of each consumer. Below is an example from LiveChat of how the integration can work for retailers:

A high school football player named John is looking for a new pair of football shoes online. He’s undecided about which shoes to buy and an invitation to chat with a support representative pops up. With one click, John logs into LiveChat with his Facebook credentials. The operator he’s chatting with can instantly access John’s Facebook profile and learn that John plays as wide receiver for his high school team and that he’s a short, quick guy. The operator then makes a personalized suggestion for the best shoes for John, along with a discount offer on warm-up gear in John’s team colors.

LiveChat starts at $36 per month for a single agent, with discounts available for larger plans. Mobile applications including iPad, iPhone, BlackBerry, Android and Windows 7 apps are free for active LiveChat customers.

LiveChat Releases iPad App

Linc Wonham — Sun, 17 Jul 2011 01:00:00 GMT

LiveChat, the real-time software and Web analytics tool for e-commerce merchants, has launched LiveChat for iPad, giving support and sales teams the freedom to monitor and assist website visitors anytime, anywhere.

The new iPad app joins a growing family of mobile LiveChat apps designed to help online companies deliver better customer service and higher sales, including support for iPhone, Android, BlackBerry and Windows Phone 7 devices.

“We’re continually extending our mobile strategy since we believe that putting LiveChat in your pocket makes it even easier to provide a great ecommerce experience,” says LiveChat CEO Mariusz Cieply. “Our goal is to make it as seamless and affordable as possible for ecommerce teams to be available for their website visitors at all times, and freeing support personnel from the desk is the best way to accomplish this.”

The new release is a universal app that supports both iPad and iPhone devices. The application can work in the background on these devices, automatically notifying the user whenever there’s an incoming message from a website visitor. The iPad app supports the major LiveChat mobile features, letting users accomplish the following tasks:

•         Preview website traffic in real-time
•         Invite website visitors to chat and respond to customer-initiated chats
•         Chat with multiple users at the same time, including the use of canned responses
•         Monitor any ongoing chat (supervisors)
•         Review sneak-peeks of customer messages, as well as survey results and client status and details (supervisors)

The LiveChat for iPad app, along with all LiveChat mobile applications, is free for active LiveChat customers and is also available for use with the LiveChat trial. LiveChat starts at $36/month for a single agent, with additional discounts available for larger plans.

'Net Features : livechat

LiveChat, Facebook Connect for More Personal Support

LiveChat Releases iPad App