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New features: surveys, chat transcript

May 25th, 2009 - Category: Features | .

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.

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