Instruction 4: How to Install Live Reception

How to Install Live Reception

1. Download Live Reception from our official website http://www.zoosnet.net/english/down.htm

2. After downloading, double click the installer to install the program.

    The installation begins…

3. After the completion of installation of Live Reception, double click the icon to run the software. Login the software.

4. After login Live Reception, we can see the main menu interface of Live Reception.

5. Then we enter HTML Code Generator interface.

6. Then installation completed. Now let’s take a look at the effect in the webpage.

Instruction 3: Initial Invitatation

Inviting Visitors Initiatively for a Live Chat

• Description

1.     Initiative invitation: when the guest is browsing your website, the customer service can send the visitor an invitation for a chat directly.。

2.     Initiative invitation can help you develop more potential customer resources, and turn them into real customers.

• Operating Procedure

1.     The classification and overview of initiative invitation (Figure 1)

   

2.       Select a visitor in the visiting list such as (visitor_999). As(Figure 2)

    3. Customize invitation words. As (Figure 3)

       4. Once the invitation is send, the visitor invited will display in “inviting” as (Figure 4)

      5.       This is the invitation interface that visitor_999 sees. Click “accept” and visitor_999 can chat with the customer service. As(Figure 5)

    6.       Accepting the invitation from the customer service, then the visitor_999’s chatting interface shows up as (Figure 6)

7.  Now, visitor_999 is transferred from “inviting” to “chatting”.

   

Instruction 2: Visitor Reception

Visitor Reception

• Description

1. Visitor reception is one of the basic functions of LiveReception. The operation is very easy, you will understand completely after reading the instruction below.

• Instruction

1. Log on LiveReception(LR), as (Figure 1)

   

2. When a new visitor asks for communication, please follow the steps as (Figure 2)

   

3. You can chat with the visitor after accepting the request from the visitor. (Figure 3)

    

Instruction 1: Introduction of Main Interface of Live Reception

 Introduction of main Interface

• Introduction

1.      You can find all details and information about website visitors from the main interface of the software.

• Instruction

1.       First, log in LiveReception (LR). Look at the functions in the main interface. The part in the red box is main menu bar. It is the area for major function settings. Most of the functions can be found in main menu bar. You can find shortcut buttons under the main menu bar. When you are manipulating the visitors, you can operate in this area conveniently. Chat list is the core component of the main interface. You can see all the on-line customer services in the background, and all browsing details of the visitors. (Figure 1)

     

2.   The middle part is quick reply box. In this box you can set frequent sentences as quick replies. Then double click a quick reply in the quick reply list, and then it will be displayed in the sending message box. Search means that you can input key words in the search box to search for a quick reply within the quick reply list. All the replies containing the key words will be displayed in the quick reply list. The right part of the main interface contains two areas. The above area is content display box. The below area is sending message box. You can see the real time statistic of your current site, and the current operator’s status. (Figure 2).

     

3. Content display box is containing four parts: message, detail, visit track and history. The use of “message” is shown in    (Figure    3).

   

4. The use of “detail” is shown in (Figure 4).

    

5. The use of “visit track” is shown in (Figure 5).

    

6. The use of “history” is shown in (Figure 6).

Basic and Featured Functions of Live Reception

Basic functions

Supporting System and Browser:

For visitors, LR realizes the support of various browsers and operating system. It supports WIN9X, WINNT/2000, WINXP/2003, WINVISTA, UNIX/LINUX/BSD, and browsers such as Mac, and IE4+, NS4.x, NS6.x, Mozilla, Opera7 and Galeon are supported. Any visitor can have a dialogue through LR system.

The Unified Preserve of History Records:

The statistics and back up of dialogue history record can not be deleted by any receptionist. It can be used as a stable customer serivce record. It can be inquired directly, or be exported for classification, statistics and analysis. It can be used to prevent the customer services from personal chatting in working hours, and to supervise the dialogue of receptionists, as well as helping them to form a service standard to level up their services.

The manager can supervise all the real-time dialogues of employees:

when several administrators are on line at the same time, the real-time supervision can be carried out according to different privilege levels of them.

Real-time Monitoring of Websites Visitors:

The system can see and monitor all the visitors on the web and show their details, including visiting statistics.

Initiative Invitation:

The LR has four ways to invite a customer. They are Custom invitation, quick invitation, direct dialogue and auto invitation. They are all helpful for you to contact any potential buyer on your website. When you have a understand of the visitor's need by knowing his visiting tracks, you can invite hom initially for a chat on your website.

Identification of Source of Customer:

The LR system can find out the search engine and key words, by which the customer finds your website. And friendly links or advertisement links to your website can also be identified.

Identification of VIP:

If the source website has a VIP system, the system can identify the visitor if visitor’s is a member.

Perfection and Stability:

There are a lot of details showing the perfection and stability of LR. For example, when we are setting “enter” as the shortcut key of sending, we can still use “Ctrl + Enter” for a newline.

Efficient Reception:

Take MSN and ICQ for example. When a receptionist serves one dialogue he needs to open one chat window; then if he serves 30 dialogues simultaneously, there are 30 dialogue windows. It is complex and passive for the receptionist. While LR integrates all dialogues in one operating interface efficiently. And there are many ways to rank the dialogues. Then every visitor could be served well.

Powerful Quick Reply:

At present the quick reply of LR enjoys best and most powerful function among likewise products. Shortcut keys can be used to send regular replies. And there are various ways to filter, rank and search.

Document Transmission:

Under the circumstance of lacking any browser plug-in, LR has the function of mutual document transmission. Visitors and operator, as well as internal staff, can enjoy this stable and convenient document transmission. It also supports sending print screens.

Visiting Tracks:

The real-time visiting tracks of the on-line visitors can help the operator to know more about the visitor’s trend. And it also helps to optimize your website process. By some easy settings, the operator can mark the visitor’s track with some friendly names.

Professional Management Interface:

There are six statuses of on-line visitors: visiting, inviting, waiting, chatting, transferring, offline. Every customer service has the same working layout showing his working status: how many guests are chatting? How many guests are being invited? How many chats are closed? How many dialogues are being transferred to other departments for further supports? In this way, the operators and managers can all have a unique view to the visiting guest. So they can observe and serve the guest who is visiting your website. LR has a visualized customer interface, which can make the customer services feeling comfortable and relax. Then they can concentrate their attention on solving the guest’s problem better.

Permanent Identification:

LR can identify the guests permanently for long term communication. When a guest visit your website next time (his lat visit was 5 or 6 weeks ago, or longer), LR will automatically callout the altered name that the customer service marked for the guest, and all the records of historical dialogues to follow up the customer.

Block and Filter Visitors:

For the circumstance of malicious harassment and word attack to the customer service, LR provides the function of blocking visitor. The operator can block the visitor to protect the customer service from being harassed.

Special Functions

The Contact Center in the Website:

The system can group, classify and filter the visitors by different services or departments. And receptionists can transfer the dialogues to each other, like a group call system. And the efficiency of reception can be improved obviously.

Working with CRM:

Live Reception works well with CRM system to manage the customer relationship perfectly.

Has a Preview on Visitor’s Inputting:

The receptionist has a preview on the visitor’s imputing. This function can help the receptionist operator to know about the visitor’s mind better. The function helps to improve the efficiency and quality of receptionists’ reply, too.

Language Support:

Now the Live Reception system supports simplified Chinese, traditional Chinese, English, Japanese and Korean. And we are developing more language versions. It is becoming an important weapon in the field of imp & exp on-line negotiations.

E-mail Marketing:

Add your Live Reception in your business E-mail. And your client can contact you with the live chat in the mail directly. And this function can help to establish a better sales performance.

Editions:

We can provide Live Reception of server edition, which can be installed on your own server. Security, network speed and stability are all under your control. Pay one time for this edition and you can use it forever. And we have the standard edition, which needs to be renewed yearly.

SSL128 Encrypted Data:

The data of chats is SSL 128 encrypted, and all the data will be kept in our SSL dedicated server. And we will assure you in the formal contract that your temporary or permanent chat data will be kept perfectly without any breach.

Data Processing

Data Processing and Mining:

Live Reception provides several kinds of data statistics. The user can export the statistical form according to his needs. There are more than ten ways to lookup. The user can find the data he needs easily. The server will backup the data, you don’t need to worry about that.

Software Backup:

Live Reception provides safe and easy database backup system. The system can keep all the settings and records under the circumstance of movement of websites and server.

Hardware backup:

Our server has Raid1 automatic backup system to insure that the data will not lost when hardware malfunction occurs.

Software Update

Update Time:

The update time is in the early morning. Updating doesn’t effect the use.

Function Update:

We have been focusing on the advices of customers, and we have a professional tech team to provide the update service.

Update Charge:

The user of standard edition does not need to pay for extra update charge.

What does Live Reception do?

Live Reception is made for web reception live chat support. Of course there are some differences between Live Reception and traditional communication software (e.g. MSN). Our software is based on website and more fit for customer service’s works, especially for the companies with a website. It helps the visitor and customer service of the website to communicate fast and convenient on the website.

When a visitor is browsing your website, it is probably that he has a potential demand of your products or services. But a normal website is in a passive position that you can do nothing but only wait for the customer contacting you by finding your contact information such as E-mail address, MSN or Skype. And if the customer fails to get enough information, he may turn to visit your competitor’s website. The situation is like a big shopping mall without salesmen. What a pity to let the opportunity run away?

Then you need a tool to retain the visitors. That is our product. We call it LiveReception (LR for short). LR is helping you to establish a direct communication between visitors and customer service. And the threshold of this communication is very low. The visitor has no need to install any programme or plug-in. All he needs to do is to click a certain picture or text link, then the on-line real-time communication starts.

And more important is, by our product, your customer service can invite the visitor for a conversation initiatively. How to realize that? The visitor is visiting your website, the pages he reads and the contents he cares can all be seen by you, and you will have a brief understanding of the visitor’s needs. Then you can send him an invitation, to invite him join your conversation. And by this mutual communication, the customer service can get the visitor’s information and details, which are important for sales. And the visitor can get what he needs by this on-line service. And if the service is good, it is a great promotion of your business.

 

Allen
Sales manager
Our website: http://www.zoosnet.net/english/index.htm

Live Chat entrance: http://testserver.zoosnet.net/LR/Chatpre.aspx?id=LZA69557093

MSN:

Email: zoosnet@hotmail.com

Phone number: +86 411 39948871-8019

Address: No. 11-6 Sear A, Science and Technology Square, Shahekou District, Dalian, Liaonong province, China 116021

Zoosnet Software Technology Co.