Features
LiveLeader offers a best-in-class feature set without sacrificing usability. Deployment in five minutes, training in zero.
Feature Detail
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Next generation live chat
Live chat on the web has never been this easy. And never this elegant.
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Facebook readynew!
Users are spending more and more time on social networks. Reaching them on that arena can be a valuable part of your marketing strategy.
By adding LiveLeader to your Facebook page, you can let any customer contact you with a single click.
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iPhone appnew!
Never miss a customer request again. (Included with all paid plans.)
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AJAX driven, cutting edge
The web is evolving. LiveLeader was written from the ground up to take advantage of new technologies like AJAX to produce a better experience for both visitors and chat operators.
What does this mean in practical terms? It means that LiveLeader chats can be conducted directly from inside web pages, without relying on plugins like Java and Flash. No popups, no hassle (we do support popups, but they're not required). And it means that operators don't need to install anything to use the product, they just log on at LiveLeader.com
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Web-based software - no installs
Chat with your customers from anywhere, at any time. All you need is a browser. LiveLeader has a smooth, responsive user interface, even for users with limited bandwidth.
Since LiveLeader is a completely web-based product, no software needs to be installed. To use the product, simply login to your account at LiveLeader.com.
- Instant access to the latest, updated version of the product
- Don't worry about time-consuming rollout of software in your organization
- All services are securely hosted in Amazon.com's infrastructure
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Embedded chats
Live chat products often require the use of popup windows and plugins. Surprisingly often, this creates problems for visitors. Popup blockers and missing plugins will mean that your visitors get frustrated, not liberated, by your live chat offering.
LiveLeader requires neither popups nor plugins. LiveLeader supports embedded chats, which mean that chats can be conducted directly from inside web pages.
(In some cases, popups can be useful, so we do support them.)
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Unparallelled customizability
LiveLeader works great out of the box, but you can tinker with it all you like. We offer a powerful template system, which lets you customize every aspect of your chat deployment.
Whether you prefer chat buttons, popup windows, embedded chats, or some combination, LiveLeader makes it easy to deploy. If you need support, we're standing by to hold your hand.
- Change the look and feel of chat invites
- Customize using HTML, JavaScript and CSS
- No hard-coded chat windows
- Easily customize colors, logo etc.
- Override operator profiles
- Override all language strings
- Deploy different chat windows in different contexts
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Usability
We believe in building simple, robust, usable applications. Instead of overwhelming users with hundreds of options and rarely used features, LiveLeader focuses on usability. That means a clean, understandable interface, and a minimum of training costs.
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Visitor intelligence
With LiveLeader, website visitors are no longer just a grey mass. LiveLeader analyzes each visitor and immediately reports on:
- Geographical location (city, country)
- Search engine keywords
- Business name, if available
- Previous chats with same user
- Referring page
- Current page
- Network owner
- IP address
- Browser type and version
- Operating system
- Visitor domain
The visitor's location can be looked up with Google Maps.
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Powerful reporting
LiveLeader makes it easy to generate detailed reports about all aspects of your chat deployment. Reports can be viewed directly or exported to Excel or XML. There's even a reporting API.
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Optional desktop client
Web-based applications are a wonderful thing. However, there are some features that are impossible to implement in a web browser. Therefore, we provide the free, optional LiveLeader AIR.
LiveLeader AIR runs in the background on your computer (Windows/Mac/Linux), and has the following main benefits:
- Automatic startup at login
- Idleness detection (switches you offline when you leave your computer)
- Pops up on new chats
LiveLeader AIR client is optional and free. It installs via Adobe AIR, which means an easy install process. Also, updates we make to the web interface are immediately reflected in LiveLeader AIR without the need for an upgrade or any user intervention.
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Free support
All paying customers receive free support.
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Queues
Live chat is a great way to connect with customers, and your customers will appreciate it. With LiveLeader, your problem may not be too few customers, but too many.
Fortunately, LiveLeader was built for high demand. With our innovative queue system, visitors can be assigned to incoming queues. If customer demand is high, visitors will be given a place in the queue and continually updated on their place in the queue and expected wait time.
- Set up different queues like Sales and Tech support
- Operators can be assigned to any number of queues
- Chats can be transferred to other operators or other queues
- Chats are intelligently assigned to operators based on load
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Chat surveys
LiveLeader includes a powerful form editor, which lets you build chat surveys that can be delivered to the visitor at the beginning or end of a chat.
This is incredibly useful:
- Ask visitors for name, email etc. before a chat starts
- Let visitors rate their customer service experience after the chat
- Capture email addresses for later follow-up, or newsletters
- Generate data for use in business analysis
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99.9 % availability - guaranteed
Everyone hates downtime. That's why we built LiveLeader on top of Amazon.com's world-class infrastructure. It offers a scability and redundancy that has hitherto only been available to the very largest companies. That's why we give our paying customers a 99.9% availability guarantee.
We take care of running the service so you can focus on what you do best: winning customers.
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Data export API
LiveLeader supports exporting all the data we collect about visitors and chats via an easily accessible web-based API.
- Easily integrate LiveLeader with other systems
- Export data for further business analysis
- Export visitor intelligence data like geograpical data and organization identities
- No lock-in: take your data with you if you choose to leave
The API is HTTP-based and returns XML.
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Canned messages
Canned messages enable your operators to quickly respond with stock messages, such as a welcome greeting. Messages can be categorized, and new messages are easily added on the fly. Permissions determine which operator are allowed to manage canned messsages.
- Modify response before sending
- Add canned messages on the fly
- Include HTML and links
- Easily set up shared or individual message folders
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Instant chat history
Chat operators have immediate access to all visitors' previous chats, irrespective of who handled the previous chat. This provides valueable background information to chat operators, making it easier to quickly interpret what the visitor wants.
You can also export chat histories using the report tool or the data export API.
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CRM integration
LiveLeader has a rich toolbox for CRM integration:
- Data export API - all chat data is easily exportable through an API. Data can be exported as often as you like, enabling real-time integration. Learn more
- Email transcript copies - send copies of incoming chats to a predefined email address for storage in your CRM system. Learn more
- Custom metadata support - add arbitrary data from your CRM system to incoming chats. Learn more
CRM integration can be quickly and easily set up from within the web interface, requiring no coding.
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Custom metadata
LiveLeader solves the problem of dealing with anonymous visitors by giving you a wealth of information about your visitors such as geography, business name, search keywords etc. (see visitor intelligence).
However, sometimes you have extra information about your visitors that you'd like your operators to see. For instance,
- if visitors are logged in, you may know their usernames or email addresses
- you may have a customer ID from an external system, e.g. a CRM system
- you may want to segment incoming visitors into business or consumer
Using LiveLeader's support for custom metadata, you can easily insert this information into chats. The information is immediately visible to operators. It is also stored in our database, you can use the reporting tool or the data export API to extract and report on it.
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Departments
LiveLeader gives you great flexibility in modelling your organization's structure. Using LiveLeader's queue functionality, you can set up different departments.
- Set up different departments (queues) like Sales and Tech support
- Operators can be assigned to any number of departments
- Chats can be transferred to other operators or other departments
- Chats are intelligently assigned to operators based on load
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Email transcripts
By setting up a simple survey, you can easily collect visitor email addresses. You can also make it easy for visitors to receive an email transcript of the chat. This gives visitors an added incentive to give you their email addresses, which you can then use for later follow-up.
Transcript emails can be fully customized with no coding.
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Email transcript copies
LiveLeader makes it easy to give your visitor the opportunity to receive a chat transcript via email.
For integration or archiving purposes, you can instruct LiveLeader to send copies of these emails to a predefined email address. Email copies can be customized so they are suitable for direct storage in a CRM system.
Questions about how LiveLeader can be integrated with your systems? Send us an email, and we'll talk.
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Flexible permissions
Permissions can be set for managing operators, canned messages, and account information.
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Google Analytics integration
LiveLeader integrates with Google Analytics, so you can use this free, powerful reporting engine to report on the chats taking place. Easily and quickly report on chat volume, operator performance, and usage patterns - right from your regular web reporting interface. Google Analytics is a free service from Google.
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Push pages
Sometimes the quickest way to do something is to do it yourself. That's why LiveLeader lets you "push" your visitors to an arbitrary internet address. The page opens in the visitor's browser, but the chat continues.
Push visitors to pages on your own site, or to external sites. You can even push things like PDF documents or email addresses.
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HTML support
Operators can respond using plain text or HTML. HTML can also be used in canned messages.
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Intelligent chat routing
LiveLeader sports an intelligent routing engine which means that a chat requests is handled by the operator with the least current load. And with LiveLeader's innovative queue system, chat requests are always handled by the right expertise within your organization.
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Multiple language support
LiveLeader's powerful customization tool makes it easy to deploy chat windows in any language - all language strings can be overridden.
Because LiveLeader supports Unicode, any language can be used.
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Auto-linked internet addresses
Internet addresses that operators type into the chat window, are automatically converted to clickable links. This works for any address, whether it's an email address or a web site address. Links open in a new window by default.
You can also push visitors directly to another page.
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Multiple domains
LiveLeader can be deployed across any number of domains (depending on plan). And since chat windows can be so easily customized, it's easy to deploy different-looking chat windows (or chat windows with different languages) in different contexts.
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Visitor ban (and unban)
Abusive visitors can easily be banned by both cookie and IP address. After a ban, the visitor will no longer be able to send messages through LiveLeader.
All bans can easily be removed through the ban manager.
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Operator profiles
Greet your visitors with real people! LiveLeader supports individual profile pictures for each operator, along with an individual greeting text.
This is especially powerful when using live chat as a sales tool. (Would you rather speak to "Sales" or to Michelle?)
Of course, if you prefer, all operators can use the same greeting and picture. However, we encourage our customers to personalize the chat experience for their visitors. By adding an authentic human touch, you'll see increased chat engagement and converstion rates.
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Search keywords analysis
How do visitors find your site? Chances are many of them pass through a search engine like Google.
LiveLeader picks up on this, and automatically figures out which search terms the visitor used to find you. The information is available right from the chat window, and provides valuable background information for your operators.
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Secure chats
LiveLeader uses industry-standard encryption, so you can be sure that your chats are conducted securely.
Even if your web site does not use SSL, LiveLeader still uses leading encryption technology to protect the privacy of your chats, for both visitors and operators. This makes LiveLeader a lot more secure than traditional email.
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Sound alerts
LiveLeader can optionally alert operators with sounds when new messages arrive.
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Typing indicators
When the visitor or operator start typing, a message is sent to indicate this ("Operator is typing..."). This makes for a better chat experience and reduces customer impatience.