Real Time Chats

Real Time Chats

With real time chats, there are no more back and forth email messages with your customers, greatly decreasing your support time.

You can invite your site visitors to communicate with you live!

Your operators are always available to attend to the customers.
No unattended calls, no delay in sales and no more pending customer support requests.

Reports and Statistics

Advanced Reporting

OnlineChatCenters provides reporting features for all of our customers accessible from your web-based administration panel.

The following reports are available:

1. Operator Statistics: Rating, Chats

2. Invite History

3. Visitor Surf Log - Premium Only

4. Chat History - Premium Only

5. Hot Page Ranking - Premium Only

6. Referral Links - Premium Only

Every report has the ability to be exported to a comma separated value (*.csv) file and emailed to you on a regular, scheduled basis.
 

Operator Statistics

This report shows you the chat statistics and ratings per operator.  You can also schedule automated email reports.

Invite History

This report shows the history of timed chat invitations made through your site.

Visitor Surf Log - Premium Only

This report shows the pages each visitor views in the order they viewed it and the length of each page visit.

Chat History - Premium Only

View the chat logs your operators had with your site visitors.

Hot Pages - Premium Only

This report shows the most visited pages of your site(s).

Email Report Summary - Premium Only

Though not a report, this is your list of scheduled reports and the times when they will run. When the scheduled report is complete, it will then be emailed to the designated email address.

Referral Links - Premium Only 

This report shows referring pages and how your visitors landed on your site.

Operator to Operator Chats

Operator-to-Operator Chats

If you have more than 1 operator enabled for your account, you also have the option for operator-to-operator chats.
To do this, just double click on any of the available operators in your list. From here you can conference in more operators for a group chat.

Operator-to-Operator Chats is accessible with Free and Premium versions

"Party is Typing" Notification

"Party is Typing" Notification

This feature allows you to see when your visitor is typing a message to you during a chat to inform you that someone is there and that you should expect a response quickly.

Hidden Operators

Hidden Operators

Hidden operators are useful when you want to be logged in, but hidden from your visitors. Hidden operators are best for second or third line support or managers who only want to take live chats that were forwarded to them from another operator.

To enable this feature for your user, login to your control panel and visit Setup >> Operators. Click Edit on the operator you wish to apply the feature to.

The option labeled Hidden Ability will let you know if that option is enabled.

To enable or disable that option, toggle the checkbox.

Now within your your operator client, you will have a new status selection.

You can select the hidden status at any time to monitor your visitors, but not affect the Online/Offline status on your website.

SSL Chat Communication

SSL (Secure Socket Layer) 128-bit

We offer the option to have SSL communication between you and your visitors. SSL can be added to any account for $24.95 per year (free accounts) or $19.95 per year (premium accounts).

This ensures to you and your visitors that your communication is encrypted.

Depending on what browser you use, you should see a padlock in either the upper right corner or lower right corner.

Co-Browsing

Co-Browsing with Real-Time Mouse Tracking

With Co-Browsing, you are able to follow your visitor's actions on your site and interact with them as they browse your website.

Features include:

• Follow your visitors’ actions, mouse movement and clicks as they browse your website
• Request to take control of the page they're viewing and change the web pages on your visitor's system
• By taking control, you can help your users fill out forms on your website, checkout with a purchase and more!

Co-browsing works only on the web pages that you have placed the OCC code with Java Script enabled and does not include AJAX or certain ASP type pages.

Co-Browsing is accessible with Free and Premium versions.