Archive News

18 September 2014

Live Chat- everybody's talking about it!

Senior has just launched its newest module! The brand new feature has just been developed in partnership with Abbottsholme School, with whom we have worked for over ten years. The feature is a way to truly connect with an audience, offering them advice and support on demand.

About live chat

The feature has been designed for consumer driven businesses as an improved way to engage with and help their customers. Adopted by big names such as O2, Amazon and Linkedin, the Live Chat function gives proven customer satisfaction as well as further adding a personal touch to your business. It’s a great way of finding out first-hand how your customers feel about your product and about the business as a whole, as the first rule of sales is that people don’t buy products, they buy people.  

“Using our handy Live Chat Agent area you will be able to manage multiple conversations with different users and engage users in chat at your will.”

How it works

The chat module sits within RiverCMS and allows your team representatives to log onto the chat system and then field questions from web visitors.

The chat will be visible for all web visitors, if no representative is available the customer will be notified and the message will be sent to a global inbox. When a representative is available, the system will automatically place the chat with the most available member of your team. Each representative will be able to choose their personal profile image associated to their user ID; this can then be seen by the customer to see who they’re talking to.

Through the Live Support dashboard you can quickly:

  • See when a visitor has been active on the website
  • Identify if a visitor is currently talking with one of your team
  • Engage the visitor in a chat e.g. asking if they need any help
  • Talk with other members of your team about potential sales or conversations with a customer

The chat module can handle an unlimited number of representatives and will use a default password defined during the setup of the module.

It's a tried and tested feature which allows you to engage quickly and simply with your customers for a more personal and efficient user experience