NEW: Terminate chats with time delay, automatic messages for idle chat sessions

Apr 19, 2018 | 0 comment

We would like to tell you about the recent LiveHelpNow Live Chat System update carrying two worth noticing features.

 

Ability to end chat with a time delay.

Imagine a chat session where the last message from a customer service agent was “Thank you for chatting with us today, let us know if you need further help with your order!”  to which no response is provided by a customer. Before today’s feature update, agent would have two choices.

1 – to wait for the chat session to timeout and terminate per chat window settings (usually 10 minutes).
2 – to terminate the chat manually and immediately.

 

With the introduction of time delayed chat termination, agents are now able to terminate chats after 30 seconds, 1 minute, 2 minutes, 3 minutes or 5 minutes and only if no further communication occurs. Should new messages arrive from the customer or the agent assigned to the chat session, the terminate timer will be automatically aborted:

Idle chat session automatic messages
Imagine a new chat arriving during a peak time with all agents overwhelmed with a large volume of CS inquiries resulting in customers waiting for longer than a minute to be accepted by CSRs.
Would it be nice to send an automated message to the customer waiting in chat after say a minute or two with an apology for the wait?
Would it also be nice to send an automated message if a customer who is already chatting with an agent forced to wait for a reply?
Well now, thanks to the recent update, it is possible!
Please head to Admin Panel->Chat System->Customization->System messages to provide “Not accepted chat messages” and “Idle chat messages” to have LiveHelpNow keep your customers happy even when they are forced to wait.
The following messages can be added for “Not accepted chat messages:
  • Customer is waiting in chat to be accepted for 2 minutes. This message for example could be “Our agents are on chat with other clients. Someone will be with you shortly.”
  • Customer is waiting in chat to be accepted for 5 minutes. This message for example could be “Very sorry for the wait, the next representative will be with you shortly.”
  • Customer is waiting in chat to be accepted for 8 minutes. This message for example could be “We apologize for the delay, if you would prefer to leave a message please submit a ticket here: http://url_to_livehelpnow_ticket_submission”
The following messages can be added for “Chat Idle messages“, when chat does not receive new messages for X number of minutes:
  • Chat is idle for 2 minutes. This message for example could be “Thank you for your patience! Just wanted to mention that I am still here with you.”
  • Chat is idle for 5 minutes. This message for example could be “Thank you for your patience! Just wanted to mention that our customer service phone number is *number*”
  • Chat is idle for 8 minutes. This message for example could be “Thank you for holding and your patience! Just wanted to mention that right now we’re offering a discount on *promotion* if you’re interested in taking advantage of that deal.”
Admin Panel->Chat System->Customization->System messages

Happy chatting!

LiveHelpNow Crew

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About the author

Michael Kansky

CTO at LiveHelpNow, LLC
Temple University , Computer science
15 years of software engineering experience

Connect with me on +Michael Kansky

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