Live Video Help is an exciting and personalized service for customers browsing websites. It allows customers to talk face-to-face or text chat with a friendly assistant who can answer any questions that customers may have regarding the website, company or its products and services.
As well as answering questions and offering friendly advice, assistants can also support customers with on-line form filling or even help customer's complete online purchases. Assistants can co-browse with the customer, taking them directly to the area of the website they are inquiring about, and can even share relevant content with customers through desktop sharing.
This innovative service has been designed with website visitors in mind, so it's easy to use, and provides a friendly, fast and efficient way of asking for help whenever customers need it!
Whenever Live Help is available, a tab or button will be displayed, the tab is usually found somewhere along the right-hand side of the customers browser window. Otherwise customers may receive a proactive invitation of help which will appear on their webpage.
Whenever customers need help or assistance, they can simply click the Live Help tab. Customers will then be given a choice of how they'd like to chat. Text Chat means that customers will need to type their questions using their computer's keyboard. Or, customers can choose to talk using their headset or computer's built-in microphone and speakers. Alternatively, customers can enter their telephone number and an assistant will call them back to chat over the phone, whilst presenting information on the customers screen.
Once the customer has chosen exactly how they want to communicate, our system will then look for someone to help them, and very soon they'll be connected directly to their very own 'Online Assistant'!
Occasionally, assistants may be busy helping other customers, in which case the customer will be given the option to 'wait' for the next available assistant.
If they don't want to wait, the customer can request that someone calls them back as soon as possible. If they choose this option they'll be asked to enter their phone number, email address and optional message, the company can then get back in touch as soon as they can.
Alternatively, the customer can choose the 'leave it for now' option, and try again later.
24 hour live help is not always possible, and we understand that you would still like the opportunity to assist the customer. Therefore if the company's offices are closed, the customer will be given the option for someone to call them back. They simply select the 'call me back' option, leave their details, and someone can then get in touch with them soon as possible.
Our Live Video Help Service by default uses one-way video to communicate with customers. This means that customers can hear and see who they're talking to but not the other way around.
If the customer has a webcam and a microphone with speakers - or a headset attached to their computer, our system also allows a two-way video chat if they'd prefer - it's the customer's choice
We very much respect customers' privacy and adhere to a strict 'Code of Conduct'. For further information, click the 'Privacy Policy' link on our website.