Blog
Blog Posts
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New feature: visitor summaries
LiveLeader provides a wealth of information about visitors. Naturally, some bits of this information is more relevant than other bits. With the new visitor summary function, LiveLeader distills the most important information and displays it so it’s immediately visible to the operator.
Based on feedback from you, we’ve also improved the email transcript function so you can use many new variables in the transcripts.
The following variables can now be used:
- $transcript$ – the transcript of the chat
- $email$ – visitor’s email
- $name$ – visitor’s full name
- $firstname$ – visitor’s first name
- $lastname$ – vsitor’s last name
- $chatid$ – unique ID for the chat
- $date$ – date/time, in default format: 26 Jun 2009 3:45 PM
- $url$ – page on which the chat took place
- $ip$ – customer IP
- $keywords$ – search keywords, if any
- $referrer$ – referring site, if any
- $city$ – customer city
- $country$ – customer country
- $isp$ – customer ISP
- $org$ – customer organization
Many of these variables are most useful when used with email chat transcript copies, which is a simple way to integrate LiveLeader with any system cabable of capturing emails, like many CRM systems.
LiveLeader now also automatically converts internet addresses (URLs) entered by the operator into clickable links. However, when an operator enters a long URL, this can take up a lot of space in the visitors chat window. From now on, LiveLeader automatically shortens long URLs on the visitor side.
Another minor new feature is the ability to capture a visitor’s name with a single input field in our survey system. Previously, you had to use two inputs (firstname+lastname).
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Brushing up the website
We’ve redesigned LiveLeader.com and added a lot more content. In particular, check out:
- our expanded coverage of all of LiveLeader’s many features
- the improved live demo
- the new support site
At LiveLeader we’re so busy adding great new features that we sometimes forget to tell you about them properly, but you can now read more about queues, surveys, and all the other features that make up LiveLeader.
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New customization tool
We just made it a good bit easier to customize LiveLeader chat windows and invites. As you see from the screenshot, LiveLeader now features a visual editor for chat windows. As of now, there are two look and feels to choose from, but we will be adding more in the coming months.
The embed process has also become slightly easier. Instead of embedding specific settings, you now embed a reference to a template (or to the default template). This means you can easily change settings after a chat window has been deployed, without having to re-embed the code.
We’ve also made a short screencast to take you through the changes.
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New features: surveys, chat transcript
We’ve rolled out some pretty cool new features in the past few days on LiveLeader, our next-generation live chat tool.
Surveys (beta). Visitors can now be asked to fill out a survey form at the beginning or the end of a chat. LiveLeader now features a fully fledged form editor, which lets you easily build custom surveys. Surveys can include text inputs of various sizes, list selectors and checkboxes. Additionally, special question types can be used to capture the firstname, lastname and email address of visitors.
The captured visitor response is available in different ways. The survey editor gives immediate access to all submitted data. Form input is also displayed in the the “Info” tab in chat windows. In addition, survey data will also appear in XML and Excel reports.Chat transcripts. In conjunction with the new survey functionality, visitors can now receive chat transcripts. For this to work, simply create a survey form that prompts the user for his or her email address. Transcripts can either be sent out automatically, or the user can be given the choice.
Transcript email copies. Chat transcript emails can be copied to a separate email address. As long as the visitor leaves his or her email address, LiveLeader can send a copy of the chat transcript to a customizable email address. As with chat transcripts in general, how this email looks is completely customizable. The transcript email copies function is mainly intended to aid system integration. With this function, it is possible to create copies of all incoming chat requests, e.g. in an external CRM system.As always, we love getting feedback on new features, and ideas for further improvements.
