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LiveHelp Features & Benefits

Live Chat

Proactive chat. Initiate a chat with a user that is browsing your website with single click on address from the main Live Chat Panel. This will launch a window on the visitor’s browser that instantly opens and ask them if they wish to receive help while they visit your site. If they accept, an instant messenger like chat window opens on both sides and you can chat live with that person.

Real-Time Visitor Monitoring. See all visitors on your website as visitors move from page to page. View visitor's IP address, host name, country, pages visited, referrer address, and other information. This information will allow you to better define your marketing strategies.

Integrate live Chat button on your site. Place the Live Chat button and proactive engagement HTML/JavaScript code on your website. Whenever you log-in to Live Help, the clients will see the on-line image and feel reassured that they will have easy access to a live person.

Windows LiveAlert. Use Windows client software allows you to be logged to your Live Chat and appears as online to your visitors. Operator Console can be minimized to Windows System Tray - small area in the bottom right corner of the screen, near the clock. When your website visitors calls, Operator Console will pop up from the System Tray automatically, and you will be able to answer the call.

Link to Knowledge Base articles. Allows customers to automatically see prewritten responses written in Knowledge base and direct the customer's browser to pages containing requested information.

Call Transfer. This feature allows you to transfer any live chat from one operator to the next simply by clicking on the transfer icon and choosing to whom you wish to transfer.

Insert Canned Replies. While you chat with your customers and end-users, you can insert predefined responses.

Search chat archive. As conversations occur during the normal course of using live chat, they are recorded to database, and available for fast searching by visitor, date, title and the conversation text.

Appear offline. This feature set allows you to quickly change from being available to not being available by a simple toggle button located on the main Live Chat Control Panel.

Customization and Branding. Upload your company logo and operator photo. Customize operator greeting and system messages. Set visitor message and system messages.

"Party is typing" notification. Take a look at what your customer is typing even before the message is appeared in conversation window.

Sound Effects. Sounds play when a new message is received or someone enters the room. Sounds play when a new message is received or someone enters the room

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Core Features

Browser-based interface. All you need to use LiveHelp is a standard web browser. As LiveHelp is built from the ground up as a browser based application, administrators are not required to install any special software on their workstations. Configured appropriately, LiveHelp's console can be securely accessed from anywhere in the world via the internet. The AJAX based interface brings you a desktop client usage feel.

Simplified Installation. LiveHelp will run on your existing hardware and software platform. It runs on all operating systems. Installation and setup is quick and simple: LiveHelp can be up and running on your system in less than 5 minutes!

Tightly integrate into your own web-site look and feel. LiveHelp can quickly take on your organization's look-and-feel. You can add your logo and colors in just a few mouse-clicks, while configuring the embedded HTML code allows you to manage layout elements: Header, Footer, Welcome Page and much more. Portal Customization page enables color and logo selection using a simple configuration screen and/or enables replacement of the stock CSS style sheet with a custom one which allows significantly more control.

Custom Layout Theme - Joomla templates. You can use Joomla templates to control and change software overall look and design at your whim. Software administrators are now able to choose any of available templates on the Joomla market, free or commercial and then download them to /templates directory. The installed template shall be then available to choose within Configuration panel and Appearance menu.

Language localization. Individual users can later override the default language and select a language of their choice. Designed for a world-wide audience, LiveHelp allows each user to select their time zone and preferred language. These language are created through the language configuration files. One customer can be logged in with Spanish, another customer can be logged in with German, and a tech could be logged in using English. SupportPortal currently have these languages: French, German, Spanish, Dutch, Turkish, Portuguese, Polish, Bosnian, Norwegian, and Swedish. But, you can add as many language as you want to.

Permissions based access. Access to LiveHelp is controlled by global permissions. These determine system wide privileges, such as who can administer or log into your application. Every customer organization can have its own permission levels, so you can protect information within your portal.

Public or private site. If you choose to run a public site, users can sign up for an account directly through the web interface. You can also allow visitors to access part or all of the site without having them sign in. Depending on your organization's requirements, you can close the site to anonymous visitors, and only allow the site's administrators to add new users. It's all about giving you the power to make the site as open (or closed) as you need.

Powerful administration. Everything you need to manage your site is available through SupportPortal's web interface and Configuration Panel: no messing with configuration files or scripts required. Administration options includes options for managing users, groups and permissions across the entire site, customizing the look and feel of the site, monitoring the server's visitors usage, and configuring the particular application modules with their own functions.

Built-in Modules. The Calendar with simple task recording for managing daily tasks. Internal Web notification system for internal stuff - send messages to persons or teams.

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