Live chat application

luckyNumber Active Member

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#1

Hi,

I'm thinking of adding live chat customer support to parts of my websites. Can anyone recommend a good application? I want one I can run on my own (LAMP) servers rather than a hosted service.

Thanks

luckyNumber, Aug 10, 2007 IP

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#2

If I'm not mistaken fantastico has a couple you can try. But in all honesty, you won't get much out of them. I hear that livehelp is one of the best out there... I think it is a hosted service however and has a fairly pricey license.

PHPGator, Aug 10, 2007 IP

zinruss Notable Member

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#3

http://www.sugarexchange.com/product_details.php?product=324

As a stand-alone Live Help application, Shine allows support and sales staff to easily engage with website visitors to answer questions, reduce purchasing abandonment, and convert more visitors into returning customers. Using the built-in SOAP connector for Sugar Open Source CRM, Shine Live Help extends Sugar Open Source CRM to the customer service experience on your website. Shine allows live help operators to do things like archive live help transcripts to a new or existing case record in CRM, create a new account or lead from a chat session, and automatically look up account information for returning customers.

Implementing Shine on your website is simple. Once the application is deployed on a LAMP server you login to create departments (sales, support, etc). Shine automatically creates HTML tags for each these departments. To begin offering Live Help on your site you simply cut and paste these HTML tags into your web pages. A live help button is then displayed on these pages to indicate if a Live Help operator is on or offline.

When a user clicks on the Live Help button a popup window appears which invites the user to initiate a chat request by filling out their name, account, and email address. If the Sugar Open Source SOAP integration component is in use, then the chat visitorâ€™s information is automatically queried against the CRM database. If a record match is found, then a â€˜CRM Lookupâ€™ button is displayed next to the chat visitors name in the Shine Operator screen, giving customer service staff one click access to the visitors account record.

Live Help Operators can also create new CRM records (accounts, leads, contacts, and cases) directly from the Shine Operator screen. This is a convenient feature for capturing new sales leads for example, or capturing detailed descriptions of customer problems for a support case.

The interplay between Shine and Sugar Open Source gives live help operators the ability to view and capture information about customers and thus create a more friendly and personalized experience when they return. With Shine, returning website visitors will always feel as if they are on a first-name basis with your company.
Click to expand...

zinruss, Aug 10, 2007 IP

luckyNumber Active Member

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#4

Hey thanks for that, I'll take a look at it.

luckyNumber, Aug 10, 2007 IP

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Live chat application

luckyNumber Active Member

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zinruss Notable Member

luckyNumber Active Member

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