TODO List

Below is the list of almost all the features requested so far. The more important the feature, the close to the top it is.

#1. Offline Contact Form

This feature is going to be crucial for those who cannot afford 24/7 live customer support.

Right now if no operator is online the only thing that visitor is left to do is stare at "Sorry, no operators available ..." note. Things change with the addition of offline contact form.

This form will allow your visitors to send help requests by email when your service is not available.

#2. Proactive Chat

The only way for you now to talk to your visitors is when visitor requests chat and you accept it.

Wouldn't it be great to have it the other way round? You send request, visitor accepts it, you chat. That's exactly what proactive chats are for.

#3. Chat Transfers

This is to pass active chat session from one operator to the other.

This is useful when the "wrong" operator, e.g. salesperson, takes a chat, but the visitor has a techie problem, thus it should be transferred to the "right" operator, IT specialist in our case.

#4. Chat Transcripts by Email

Ability for the visitor to have chat history emailed to her address after the conversation is finished. This is standard feature that all the live help service providers have. So, we want to have it too.

#5. Canned Messages

Aren't you tired to type "Hello, how can I help you?" 20 times a day? I am. And I think you are, too. That's why we need it.

It allows to build a list of frequently used predefined messages in your account. And later let your operators choose from the list instead of typing again and again.

#6. Rating Operators

It would be good for visitors to rate operators somehow. Visitors will feel more confident and empowered with the process. Administrators will be able to evaluate operator performance and visitor satisfaction.

#7. Detailed Visitor Information

Operators should be able to see detailed information about each visitor. Right now they are only limited to the data in the grid. With this feature it will be possible to see such details like complete navigation history, etc.

#8. Live Keywords

Intriguing name but really trivial meaning. The technology developed by LivePerson that allows quickly see what keywords visitor used to find the site. Of course, this is only applicable to those who came from search engine result pages.

#9. Local Date and Time Formats

Right now timestamp format is hardcoded: it displays times like "10:23 am" or "May 1". Some degree of flexibility would be undoubtedly beneficial here.

#10. Account Stats

Number of operators, number of chats, average chat times, operator ratings, visits per day, uniques per day, number of returning visitors, blah blah blah. These are all examples of different account stats. I suppose any account owner can make use of it.

#11. Emoticons

Guess what it is ;)

Have fun with IntelliLiveHelp,
IntelliLiveHelp Team