Below is a list of key selected Live Chat features.

Easy to set up live chat icon
To set up the live chat icon on your website, simply copy the html code that the application has generated for you, and insert it into your website. Now you can chat with your customers!
 
Web-based application means you don’t have to maintain additional software or hardware
The application is available wherever you have access to a web browser. Then, all you need is the correct URL and the login user id and password.

Knowledge base lets you respond to your customers quickly and consistently
Set up the knowledge base in advance. Then, when you are chatting with your customers, you can simply select the right answer from a list of items in the knowledge base. This helps you respond quickly, and be consistent with your answers.

An agent can initiate multiple chat sessions
As an agent is waiting for the first customer to reply, he can accept a chat session with a second customer or even a third customer. This allows the agent to be extremely efficient.

Track chat ticket history and necessary follow-ups
When an agent finishes chatting with a customer, he can save the chat session into a ticket. If there are any outstanding follow-ups required, the agent can manage the ticket by leaving the chat ticket open until all follow-ups have been completed.

An agent can easily transfer a chat session to another agent for further assistance
If an agent finds that he needs another agent’s help to complete a customer’s inquiry or request, he can transfer the current chat session to another agent with a note attached. This allows the other agent to pick up from where the first agent left off, and complete the customer’s request.
 
Supervisors can monitor chat sessions and use private agent-to-agent messaging to coach new agents
Coaching and mentoring is common practice in the workplace. Where a new agent has come on board, the supervisor can monitor the chat sessions, and provide any assistance to the new agents privately, without the customer ever noticing any difference.
 
Create new categories to organize chat tickets and generate valuable reports
Categories and sub-categories can be created to organize chat tickets.  Reports can then be generated to report on the number of tickets in each category, and the traffic of the chat tickets can be analyzed. 

Proactively connect your customers with live chat agents
The pro-active chat feature allows your website to proactively ask a customer that has been visiting your website for a while if he needs any assistance. If he says “No”, then he can continue to browse your website at his own leisure. If he says “Yes”, then he can be connected to an agent. It’s like a salesperson in a store asking you, “Do you need any help?”

Use the chat as self-serve, full service or both!
Have your agents use our application as a self-serve solution or let us handle all the chat sessions on your behalf, worry free! You can also just use us for your off-hours when you're unavailable and handle your regular business hours by yourself. To find out more about using our Bamboo Cricket customer service representatives please call 1-800-260-8050 or email us at sales@bamboocricket.com.