Utilization of ZaZaChat PRO Help Desk Software
Live Chat Operator Tools
This knowledge base article will outlne basic live chat operator tools available to operators during an active chat session and once read will enable a quick start for the operator.
Live Chat Operator Tools
Canned Responses
"Canned responses" are predetermined/saved responses to frequently asked questions enabling an operator to respond to a question in a more efficient manner, saving time on re-typing the same answer over and over again.
There are 3 types of canned responses available to an operator during an active chat session.
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Canned Text Response
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Canned URL Response
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Canned Image Response
Canned Responses are saved text responses to common questions(FAQ). Each operator under an account can have his/her own set of canned responses. Please see this article explaining text canned responses setup instructions.
Canned Responses are available during an active chat session(see screenshot below)
Canned URL Responses are saved URLs/Links to a product/article. Each operator under an account can have his/her own set of canned URL responses. Please see this article explaining canned URL responses setup instructions.
Canned URL Responses are available during an active chat session(see screenshot below)
Canned Image Responses are saved images of an object, product, etc. Each operator under an account can have his/her own set of canned Image responses. Please see this article explaining canned Image responses setup instructions.
Canned Image Responses are available during an active chat session(see screenshot below)
Spell Check
Another valuable live chat operator feature of ZaZaChat help desk software is Spell Check.
It is very important to check the spelling of each response sent to the customer in chat as it will make sure that each word in your response is spelled correctly. Correctly spelled responses will make sure your company's customer service record is clean. Customers DO NOT like slappy and incorrectly spelled responses and thus will not be fully satsfied with your company's customer service experience.
Internet chat is often characterized by a very relaxed approach to spelling and
grammar. However, when used in a customer service Live Chat environments, it is important to focus customers’ attention on the quality of communication.
Spell check is available to an operator during an active chat session (see screenshot below)
Visitor notes
During an active live chat session operators are able to add notes to visitors/customers.
This valuable feature of ZaZaChat Help Desk Software will enable operators to know more information about a returning visitor/customer.
"Add Notes" dialog also contains visitor's previous chat history.
Please see screenshot below showing how to add notes to a visitor or review his/her previous chat history
Emailing Transcript
During an active chat session or upon its completion operators are able to email chat session's transcript to the customer or any other email recepient.
Please see screenshot below showing how to email a chat transcript
Printing of a Chat Transcript
Each chat transcript can be easily printed during an active chat session or upon its termination.
Please see screenshot below showing how to print a chat transcript from a chat window frame in operator panel.
Chat Session Termination
If a visitor/customer is being abusive during an active chat session or for any other reason an operator can easily terminate an active chat session. If an operator terminates a chat session the visitor's chat window is closed.
Screenshot below showing how to terminate an active chat session.
Visitor Banning
Furthermore an operator is able to completely ban the visitor from starting a new chat session with customer service.
To ban a visitor from live chat simply click on the "Ban" button in the "Visitor info" frame. Ban reason has to be specified before ban is placed on the visitor's IP Address.
Visitor Banning DOES NOT ban visitors from visiting your website, it simply bans visitors from initiating a new chat session with your company's support staff.
Screenshot below showing how to ban a visitor.