Get started. Agenda. Profile settings. Using the console. Chatting. Tips for chatting

Transcription

1 User training

2 1 Get started Agenda 2 Profile settings 3 Using the console 4 Chatting 5 Tips for chatting

3 Get started 1. Open your browser (Chrome, Firefox or Internet Explorer 9+) 2. Go to 3. Click Log in

4 Get started 4. Fill in your address and password 5. Get access to giosg LIVEconsole

5 giosg LIVE -console Press Start to start serving your online visitors Chat settings Search for old chat conversations Profile settings See who is online Swim lane. The bubbles represent your website visitors!

6 Read the Visitor Analytics The bubbles which are moving to the right are the most potential visitors! Move your cursor on top of the bubble and see realtime analytics about the visitor! A

7 Recognize 1 2 different 3 4 visitors Priority scale (can be made witg giosg Rules) The icons on the bubbles give additional information Yellow speech bubble with a letter A shows which customers have received the autosuggest messages. Green speech bubble shows with whom you have had a conversation with. Small green picture on the top corner of the bubble shows which visitors are mobile visitors (mobile phone) Small blue picture on top corner of the bubble shows which visitors are mobile visitors (tablet) A

8 Profile settings 1. Click on profile settings on the top right corner 2. Click Profile 3. Edit your own profile settings You can add an Alias-name which is visible to the customers Add your picture. This is shown for the visitors in the chat window. Add personal information. This is not visible to the visitors

9 Own profile settings Click Preferences. Define the user interface language for Giosg LIVE console Define the notification volume Choose the sound, that is played when visitors sends a message Desktop notifications will announce incoming messages on your desktop

10 Start Chatting with Giosg LIVE Click Start, when you are available to serve your website visitors. Click Stop, when you leave your computer Green bubble appears next to your name when you are online. Red bubble appears next to your name when you are offline.

11 Starting a Conversation 1. Visitor sends a message 2. Click -> bubble 10 disappears from swim lane 3. The bubble turns into a chat window for you and you can see the visitor s message

12 Serving the customer Transfer conversation Close conversation LuxLash blue mascara 7,90 MineralMatte powder 15,40 Information about the visitor See the content of visitor s shopping basket (requires giosg BASKET tool) Type your message here 23,30

13 Autosuggest messages Customer service view Visitor view Offer the customers help automatically Manager user defines autosuggest messages Customers have received autosuggest messages Chat-window has opened automatically for the customers and they have received pre-formatted service proposals

14 Autosuggest messages With capacity you define how many autosuggest messages can be sent with your name. Autosuggest messages can always be sent with 10 times relation to the capacity number. When you have reached the amount of open conversations your capacity allows, no more autosuggest messages will be sent with your name until capacity is freed by closing one of them.

15 Transferring chats 1. Press + and choose your colleagues name on the list Invite your colleagues into conversations

16 Transferring chat When your colleague joins the conversation, you can stay in the conversation or leave by clicking x. 2. Colleague is asked to join the chat. By clicking the ball your colleague will join the chat conversation. Anna Smith The amount of people in the conversation 3. Colleague joined the conversation. You can stay in the conversation or leave by clicking X.

17 Ending a conversation When the visitor leaves the conversation, you will receive an announcement. This announcement will also appear, if the visitor has been inactive on the page for 5 minutes

18 Ending a Conversation You can close the conversation by clicking the X -button. The conversation will go to the Closed- conversations for 30 seconds. If the visitor stays on the website the visitor s bubble will return to the swim lane. Visitor returns to the swim lane as a bubble with a green speech bubble icon.

19 Conversation search 1. Click Chats 1. Search for previous conversations with your visitors Click Chats from the chat windows upper left corner You will see the previous conversations with the visitor. 2. You will see the previous conversations

20 Conversation search 2. Search for conversations by keywords Click the magnifying glass and choose the other tab. See your company s recent chats. 3. Find recent chats Click the magnifying glass and write the search word in the text box.

21 Rejoin closed chats When the chat has been closed users can rejoin chat from "My recent chats" by clicking "Rejoin chat" if the visitor is still on the website. If the conversation is already active it will be shown as an active chat. **NOTICE:** Button is shown for operator's own chats only. You can continue the conversation with this customer by clicking rejoin chat This conversation is still open so the button says already chatting

22 Naming the visitors Name the visitor by clicking on the pencil -button.

23 Tagging conversations 1. Add #-sign in the text field and choose the tag from the list. 2. The tag you chose will be saved on the conversation.

24 Blacklisting visitors 1. Click Blacklist visitor You can move disturbing visitors to the blacklist which disables the chat from the visitor. 2. Choose how long the visitor will be blacklisted for 3. Confirm blacklisting

25 Filesharing You can send sales presentations, brochures and other files to the visitor through the chat 1. Click Share a file 2. You can upload files from your computer, or use previously uploaded files

26 Canned answers 1. Type! and you get to use and modify canned answers. 2. You can choose the correct answer by typing something after the! or by scrolling the answers and then choosing the right one by clicking it or pressing enter-

27 Operator chat Start a chat with your colleague in Giosg LIVE console 1. Click on your colleague s name 2. Operator chat opens. Now you can chat with your colleague in realtime!

28 Contact giosg support 1. Click Report problem 1. Report on problems with the giosg console Click on the cogwheel - button on the top left corner and choose Report problem. Write about your problem and send the message to giosg support. 2. Type your message in the text fields 3. Send the message to giosg support

29 Contact giosg support 1. Click Report problem with this chat 2. Send a bug-report directly from the chat conversation. Click on the cogwheel - button on the chat window and choose Report problem with this chat. Write about your problem with the chat conversation and send the message to giosg support. 2. Type your message in the text fields 3. Send the message to giosg support

30 1 Be quick. 2 Use appropriate communication style Chatting tips 3 Serve actively

31 Be quick React immediately Of course it is important that you reply to your customer s questions straight away. Greet the customer/react to their messages immediately. Quick replies Answer in parts. Tell the customer what will happen next. Use sound effects or desktop notifications. Useful tools Collect frequently asked questions. Send links. Ask for customer s contact information if you can t answer to their questions right away.

32 Serve with the right style I start with formal communication style, but of course it varies based on the visitor. I have learned to monitor what kind of communication style the customer uses. Adjusted communication style makes the customer feel welcome. Pay attention to your spelling With your communication style, you express yourself and your company. Be courteous Remember to greet and thank your customers! What is the right communication style? Pay attention to your company s image / field of business / customer s communication style

33 Serve actively We have tried to personalise our web store and to give it a face. It is important that we use our own names on the chat. In addition, we also have our own pictures visible for the customers. On the chat we are the same people, with whom the customer could interact elsewhere as well. Regular online presence Remember to click Stop when you leave your computer! Personalise the service Own name and picture Be active Offer help actively. Provide additional information. Inform about campaigns.

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