An overview of REVE Chat, how to integrate and use, Admin procedures, Chat Conversation, and more.
In the fast paced ambience of live customer support, the efficient usage of valuable time is the main key to both happy customers and professional management. Traditionally interactions between support agents and customers have been restricted to one-on-one supports over phones or emails. Live chat for customer support has now become the alternative that today’s multitasking and net savvy generation is looking for. It offers quick response in real-time and higher customer satisfaction which can generate more conversions.
So, live chat for customer service is no longer remains a novelty that once was, it has now matured into an important sales and support weapon.
Now just like a sales person in the shop, talk to the visitors of your website in real-time. REVE Chat is powerful and intuitive real-time customer engagement software. It puts a live person on your website to personally guide and help your visitors, while they go through the various sections of your digital display. REVE Chat is easy to install and use. So place this customizable REVE Chat widget to your business and start getting sales conversion and higher customer satisfaction.
|1||Real-time Visitor Information||To know how many visitors are surfing the site right now, how many are chatting, how many in queue etc|
|2||Visitor Visualization||Visitor’s info like city, visit time, name… are visualized in right panel of chat window.|
|3||Chat History||Chat conversation with visitors are stored as report|
|4||Unlimited Website Integration||Same agents can be used to manage REVE Chat with multiple website integrations|
|5||Concurrent Chat||Concurrent chat Capacity of agent to serve the visitors can be defined|
|6||Proactive Chat||Inviting visitors to chat from agents side|
|7||Offline Chat||Messaging facility for visitors incase all agents are offline|
|8||Voice Call||Enables a website visitor to initiate free voice calls to the support agent|
|9||Video Chat||Allows a website visitor to initiate video chat with the support agent|
|10||Pre-Post Chat Survey Forms||Survey opportunity to evaluate chat session|
|11||Missed Chat Information||Chat request which could not be accepted by an agent within one minute.|
|12||Queuing||In case of high traffic, visitors waiting time and queue position|
|13||Chat Transfer||Transferring Chat to other agent and admin|
|14||Agent Ratings||Performance Evaluation of agents by ratings|
|15||Limited Widget Customization||Customizations like color scheme changing of chat window, changing chat window type, survey form type etc.|
|16||Email Transcription||Chat can be transcribed and sent to email.|
|17||Print Chat Transcript||Chat Transcript can be printed|
|18||256 bit SSL Encryption||All the information are encrypted using these standard before transmitting|
|19||Basic Reporting||Basic report of visitors, chatting….|
|20||Time Tracking||Chatting Time is logged.|
|21||Advanced Reporting||Details analytics of visitor and chatting|
|22||Geographical Visitor Identification||Visitors locations/cities are presented using google map|
|23||Custom Branding||Placing own logo instead of REVE Chat logo on chat window.|
|24||Inter-agent Chat||Agents can chat with each other in the system.|
|25||Chat Supervision/Monitoring||Monitoring , whispering in agents chat by admin/super admin|
|26||Customized Greetings||Welcome message can be customized as per requirement.|
|27||Auto Trigger||Send automatic chat invitations to the website visitors after a predefined time.|
|28||Facebook Messaging||Allow customers to directly live chat with your from your Facebook company page through Facebook Messenger.|
|29||Mobile SDK||Add live chat service to your Android mobile application in a few minutes with mobile SDK.|
|30||Viber Messaging||Integrate Viber with REVE Chat and let customers send you messages from Viber.|
|31||Department Management||Helps to route chat requests to specific departments and allows your visitors to talk to the right agents.|
REVE Chat is very easy to use. For using this live chat software firstly you need to sign up for the free trial. After signing up for the REVE Chat service you need to login to the REVE Chat dashboard with the User ID and Password which you have got at the time of sign up process in your registered email address. In the first page of the REVE Chat dashboard, there is an HTML code which you need to copy paste just before the closing head tag of your website page code (specific website html). After reloading them on your server, the REVE Chat button will be activated on your website.
To create an account for REVE Chat, you need to follow the below mentioned steps:
Click on the Start Free Trial link and fill in the form. Next, click on the ‘Sign Up‘ button.
You will be redirected to a new page where you need to set the password, enter your contact number and company website address. Finally, click on ‘Get Started‘ button.
Next, you need to complete the customization of REVE Chat as per your choice. After customizing, click on the ‘Finish‘ button to complete the SignUp process. You will be redirected to the REVE Chat dashboard.
For logging into your dashboard please follow the below mentioned steps:
After signing in to your dashboard, you will be redirected to the ‘Widget Script‘ section under ‘Customization‘. From there, you need to copy the chat script and paste it just before the closing head tag of your website page code (specific website html). Once it’s done, the REVE Chat button will be added to your website.
You can test whether the script has successfully integrated to your website or not by putting your website URL in the test box. You will find this test option inside ‘Widget Script’ page.
From the dashboard you can keep a track on your agent activities with its special agent management feature. Here you can add your agents and see all the details like status, last login time, total no of assigned concurrent chat of each and every agent.
Please follow the below mentioned directions to manage your agents.
Here you will get the below mentioned information:
To create an agent, you need to follow the below mentioned steps:
On the chat panel section, an agent can directly chat with a visitor. Each message is accompanied by the name of the person who sent that message and a date and time stamp so you can easily follow the conversation.
On the top left side corner of the chat panel, an agent can see all of his on-going chats.
Chat operator can chat with other operators from the same chat panel. At the left corner there is a menu called ‘Online Agents‘. Under that menu, names of all the online agents will be shown.
Agents can see new chat requests from website visitors on the left side corner of their dashboard.
The central position is for running the conversation. Agent will type in the given messaging field and click on the ‘Arrow’ sign to send his message. Also he can send files by clicking on the small ‘Attachment’ sign.
Agent can easily transfer a chat to other agent. This transfer chat option is available in the chat window itself. Agent can click on it and select to whom he wants to transfer the chat. The new chat agent can take over the current live chat conversation without breaking the chat session.
Agent can see the visitor information in real time. It enables to track the website visitor’s name, email, contact details, geographic location, IP address, ISP (Internet Service Provider), browser, total time spent in your website and many more.
During the chat session, an agent can see the visitor’s real time location in the Google map.
Under the ‘Online Visitors’ list, an agent can see all the visitors who are currently viewing your website. Their names, residing cities, current pages all can be seen.
Queued Visitor list will show the list of visitors waiting for the assistance. It gives information to your website visitors regarding their waiting time in chat queue and sets accurate response time expectations.
Admin can monitor which agents are chatting and the detailed chat conversations between your website visitors and agents in real-time. Admin can also whisper the agent if they give any wrong information. Here you can monitor the chat conversation between agents and website visitors and among your agents.
Reporting and analytics includes detailed reporting and analytics that measure several aspects like the total amount of time spent by your website visitor on each chat, the overall activity of your agents, conversion tracking, track of transcript reports, monitoring chat history and many more.
When all of your agents are offline, if one of your website visitor clicks on the chat button for initiating a live chat, he will get an offline chat form where he/she needs to enter details like name, email address and the message. Once one of your agent comes online he will get the message and can reply to the given email address of that website visitor.
In the chat history page admin can see the previous chat conversation between the web visitors and agents. Here admin can see the name, email IDs of the visitor, date and time of chat conversation, agent name, duration of chat and the detailed chat conversation.
This special feature enables you to see your website traffic. For using this facility please follow the below mentioned steps:
It enables you to know the total no of chats, each and every agent of yours attended. To use this facility please follow the below mentioned steps:
REVE Chat offers three pricing plans and 14 days of free trial.
For using REVE Chat, you need to sign up first for the 14 days free trial. After that you can opt for any of the plans we offer. The payment and billing process is very easy for which you need to follow the below mentioned easy steps.
In the billing history page admin can see the previous success and failed invoices, date and the amount of subscription plan.
REVE Chat is easily configurable as per your choice. You can easily customize it to match with the look and feel of your website.
For the setting and configuration of your chat invitation banner please follow the below mentioned steps.
To configure the chat launching window please follow the below mentioned steps:
You can customize the REVE Chat window as per your choice. To customize it please follow the below mentioned steps:
You can customize post-chat survey form for getting customer feedback after each and every chat support which will help to improve the quality of your support service. For managing this post chat survey form please follow the below-mentioned steps:
You can customize final greeting form as per your choice. To customize it please follow the below mentioned steps:
After you get yourself familiar with the Chat window, it is time for your first chat! There are a few things worth remembering when handling the very first customer:
Please check whether you have entered correct username and password or not. If you are still unable to login to your dashboard please click on the ‘Forgot Password’ option and follow the below mentioned steps.
There are two ways of initiating the chat with your website visitors.
When you are logged out from the dashboard, REVE Chat switches to offline mode. During this time if one of your website visitor clicks on the chat button for initiating a live chat, he will get an offline pre-chat form where he needs to enter details like name, email address and the message. Once one of your agent logs in to the dashboard, he gets the message and can reply to the given email address of that website visitor.
Yes, REVE Chat window is customizable. Some of the things which you can change in the chat window include:
You need to paste the REVE Chat code just before the closing head tag of your website page code (specific website html)
Yes, you can transfer chat to other agents. This transfer chat option is available in the chat window itself. Agent can click on it and select to whom he wants to transfer the chat. The new chat agent can take over the current live chat conversation without breaking the chat session.
Agents can see new chat requests from website visitors on the left side corner of their dashboard. Then after accepting the chat requests the visitor list will appear on the left part of the chat panel. From there he can select and start chatting simultaneously with the visitors. Here Admin can manage their agents. For example any agent can chat with as many website visitors as he wants but if the admin restricts him to only five chats then at the same time that agent simultaneously can chat with maximum 5 visitors. Meanwhile if that agent receives any extra chat request then it will show in the queue no 1.
You can upgrade your subscription plan at any time. In contrast down gradation of your current subscription plan is not possible in between your billing cycle. Only after completing the monthly billing cycle of your current subscription plan, you can downgrade your plan as per your requirements.