Our ekmLiveChat feature lets you interact with customers as they browse your online shop. This means that you can be there for them if they have any questions which will reduce the chance of them abandoning their shopping cart.
When you first log into your ekmLiveChat account you will be presented with your dashboard which will show you a total number of visits and any unread messages that you may have waiting for you. This section will also show you your current visitors and statistics of your conversations on an hourly, daily, weekly and monthly basis.
This sections shows you a list of current visitors on your online shop.
To begin a chat, simply click on the customer from the Current Visitors list.
You will then be presented will the following easy to use chat interface where you can have a text conversation in real time with your customer. You can also access this section by heading over to the Chats section at the top of your ekmLiveChat dashboard.
To chat the settings of your LiveChat feature, simply head over to the Settings tab on your dashboard. you will the see a list of the following settings that can be edited:
When chatting to customers, you may find that you have similar conversations on a regular basis. Shortcuts allow you to create easy access responses to save you repeatedly typing out the same responses.
You can use triggers to automatically send messages to visitors after certain criteria has been met.
Occasionally, you may need to ban a visitor if they're a persistent time waster or send abusive messages. they won't be able to tell they've been banned but the chat window will no longer be visible to them.
These greetings are displayed in your site's chat window and will clearly inform the visitor whether you're online, away or offline.
Chat Request Form
This setting allows you to choose which fields you'd like the visitor to fill in before they start a conversation with you.
Every time a chat takes place on your site a transcript of the conversation is created. If you'd like to be emailed a copy of the transcript for your records, or to feed into a CRM, use the the chat transcript settings to do so.
Customise Chat Window
Choose a theme that matches the look and feel of your existing site.
If you have Google Analytics on your site, you can track when a visitor opens your chat window and when an operator or trigger message initiates a chat with a visitor.
Choose whether or not to display the chat window to visitors using a mobile device.
If you leave your computer for a long period of time, ekmLiveChat will update your operator to away or appear offline.
These audible notifications will help alert you when visitors require your attention.