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A Whole New Live Chat Experience - Just in Time for Q4 - Contivio - ContactCenterWorld.com Blog

A Whole New Live Chat Experience - Just in Time for Q4

Some of you may have noticed that Contivio.com recently got a makeover! With the launch of our new website, we've also revamped our Live Chat to match - and - the best news of all is that the new enhancements are now available to our clients as well!

With Version 4.0, Contivio Chat customers have access to new functionality and sample styles to further optimize their chat conversations just in time for the holiday season.

Below is a list of all the new chat enhancements that can now be implemented, and we've also created a new Live Chat Setup Guide & API Integration Document to guide you through the process step by step. Current customers can contact us at support@contivio.com to receive a copy of the new document.

Live Chat Feature Highlights:

  • New Chat Bubble style that's easy to set from the Admin Portal - No code required!
  • Add images to your Waiting & Thank You pages.
  • Easily copy Contivio's new style code to your website - All you have to do is swap out the images with your own!

We understand that some of our clients may not have the resources to implement all of the customizations they want, so with this new update we're also offering:

  • Free Live Chat Consultation - Talk to a Senior Engineer who will help you and your developers get started.
  • Branded Chat Designs - We'll work with you to style your chat to match your website. Email us for a quote.

If you're a current client and you'd like our help redesigning your chat, please reach out to us at sales@contivio.com for a quote.

If you're new to Live Chat and you'd like to add it to your Contact Center, contact us at sales@contivio.com and we'll send you the steps to get started.

A Closer Look at the New Enhancements in Version 4.0:

  1. All chat pages are now fully customizable by custom style sheet (steps 1-4 above). 
  2. Custom style pages can now be set from within the Admin portal and style both the customer and the agent chat consoles.
  3. We have introduced a new “bubble” chat style which you can select from the Admin portal (see step 3 as an example) - No code required!
  4. Chat sessions will now remain active as your user navigates across your site! With Version 4, the chat is now active for 7 seconds to allow the user to navigate to another page or refresh the existing page without losing the chat session. When refreshing the site or visiting another page, the Contivio chat plugin will look for evidence of ongoing chat session then re-establishes connection with the chat server enabling the user to continue on with the conversation.
  5. Introduced new chat integration code samples to allow your web developer to incorporate the Contivio chat within your website in either iframe or separate window. 
  6. Included integration sample code to allow your web developer to detect if the customer is using a cell phone and open a full chat window, which is the recommended integration mode for small screens.
  7. Fixed an issue related to chat not accepting customization when used with Internet Explorer version 11 and Chrome 61.0.3163.100 on Apple IOS 10.0.3
  8. New API functions were added to allow you to:
    1. Customize the Question field label and default text on the Chat Query page (step 1)
    2. Set the Waiting page image (step 2)
    3. Set the Thank You page image (step 4)
    4. Include a “Send” button to the customer chat console, enabling the “Enter” key to be used to insert new lines (step 3).
    5. Customize the time stamp (displayed with or without seconds) in the chat conversion. You can also remove the time stamp altogether (step 3). 
    6. Customize the "End Chat" button. 

All of the new features can be referenced in our new API Integration Guide. Please contact us for a copy of the new guide at support@contivio.com.

Again, please feel free to reach out to us at sales@contivio.com if any questions arise.

Happy Chatting!

Source: https://go.contivio.com/blog/new-live-chat-features-released-october-2017

Publish Date: October 17, 2017 5:00 AM


2021 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!
PH: 833-427-7488

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
PH: +91 9702626568

4.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
PH: (514) 731-6878

6.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 



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