Improve Your Public Image with Live Support
Whatever you are a drivers' license office, county records
department, mayor's office, or any other public service related branch, live
help through your website is something that can dramatically improve the way the
public perceives your organization.
Live website chat allows your staff to interact professionally
with the public and the corporate community. It humanizes your website while
improving accessibility. It's the customer relations tool that can benefit all
Many governmental departments have websites where
electronic forms are used to assist with the processing of paperwork. If people
need help with these forms, they cannot get help without sending emails or
disconnecting from the session to use their phone line to call the office.
Live Chat Guru allows administration staff to help these people online so that
forms get filled out correctly and speedily processed.
Live Chat Guru
live chat is very easy to use. When website visitors need help or request
information, they click on a Live Assistance button on the website to open a
private message window. The visitor fills in the pre-defined information fields,
adds a question, and then clicks on the "Start Chat" button. The administrative
staff member (or operator) receives the chat request, reviews the information,
and decides whether to accept. If the request is accepted, the operator and site
visitor communicate with each other via real-time text messaging.
Administrative personnel can also transfer chats to other departments
that are better able to answer specific questions. Other staff members may be
invited to join a chat. All chats between the operator and visitor are conducted
in a private window and cannot be seen by other website visitors.
chat speeds the flow of information between your department and the website
visitor; all information that can be given over the phone can be more
expeditiously given during a live chat session. For example, administrative
staff can send website visitors to pages containing driving directions to local
branch offices. Unlike with telephone calls, visitors can readily be shown pages
with complex legal and graphical information in the form of charts and tables.
Live Chat Guru live chat can improve your bottom line with more
efficient operations and better public relations. It allows public service staff
to better assist the public while improving image and lowering costs. Live
website chat underscores the "service" in public service organizations.
Key Advantages of Using Live Chat Guru in Government Organizations
Improved Operator MultitaskingOne operator may assist several online
visitors at the same time, which decreases customer hold times.
Improved Inter-Office Communication
Live Chat Guru facilitates operator-to-operator chats and
inter-department chats for additional help.
Efficient Information Exchange
Direct your visitors browsers to other pages with specific
information or other department home pages.
Conduct chat sessions containing sensitive information over a
secure connection using industry-standard 256-bit SSL encryption.
Convenience for Site Visitors and Administrators
Live Chat Guru allows website visitors to check the status of
applications and get instant answers to their questions. Administrators can also
assist visitors by sending them to particular information pages or online forms.
Canned answers save time by giving instant responses to common
questions. Answering such questions in a chat session is much faster than staff
taking telephone call after telephone call, to answer the same questions and to
Each chat takes place in a private room, so only the operator
and the visitor can see it. Chats containing sensitive information can take
place over secure connections using Live Chat Guru's industry-standard 256-bit
SSL encryption. You can also place your chat button on secure and
password-protected web pages.
Transcripts of all chat sessions may be automatically sent any
email address. Information from these chats can be used for quality control
purposes, training new staff members, and deciding which information needs to be
added to the website. All chat transcripts are date and time stamped for
Personalize the Chat Experience for Each Department
Each department can customize the appearance of its chat window
with an individual background. For example, the chat invitation screen and
window of a records department can have photo of a library in the background.
The chat window may be customized to show the department logo, colors, etc.
Greetings and system messages can also be changed. Administrators may put their
individual email address into the system so that visitors can send them an email
if they are not available for online help.