Welcome to Zoho LiveDesk. In this guide you will find information about setting up your live chat system and configuring it so your business can get the most value from it. What are you waiting for? It is time to start connecting with your customers.
There are many ways for customers to reach out to you. For decades customers have called companies on the phone to seek answers to common questions and seek support for problems they have. Today, most think of e-mail as the standard method of contacting a company for support.
It is time you take a step forward, and unlock the easiest, quickest, most effective and efficient way to deliver customer support, for both you and your customers.
In one click your customers are engaging with your highly-trained agents. All in less time than it would take to draft an e-mail seeking support, they already have their solution.
Before you can configure your Live Chat portal with Zoho LiveDesk, you will first need to sign up and create your LiveDesk. From the sign up page, you will either log into your existing Zoho Account or click “Sign Up Today.” Next you will need to enter the name of your LiveDesk, which will display below the corresponding web address where the LiveDesk portal will be located. Once you have decided on your LiveDesk’s name, click Create.
You have now enabled your LiveDesk, but before you can start connecting with your customers instantly, you will need to configure your Live Chat operation to ensure you maximize each-and-every interaction with your customers.
Before you launch LiveDesk and boost your customer support with your new live chat operation, we want to ensure you know your way around the application, and have tuned your live chat program to best fit your business.
When you first login you will see the LiveDesk welcome dashboard. Here you will see your default chat button, and the corresponding code you can use to embed it into your website. To get a feel for what a pop-up style chat window will look like and how LiveDesk operates, simply click the “Click here to chat” button.
The window that pops up is the default chat window, where after entering your visitor information you can start your LiveDesk’s first live chat to test your system. When you start the chat, you will notice the incoming chat on the left menu, with the visitors name under the “Waiting Customers” heading. To answer the incoming chat request, simply click on the visitor and the new live chat window open automatically into your LiveDesk dashboard.
Now that you have answered your test-incoming request, we want you to take this time to familiarize yourself with the LiveDesk chat window within the dashboard, and the powerful tools you can use during live chats with your customers.
You can view more information about the visitor you are engaging with on the right hand side of the dashboard, including the visitors e-mail, country, web browser, operating system and the page they launched the live chat from.
To view more in-depth visitor information from a particular chat, you can click the i icon along the top right. It provides the visitor info such as Name, Email Address, Contact number, Visitor Location, Visitor Browser Information and System Used.
You can also view the visitor location via Google maps which is placed in the right corner of the visitor location click on the magnifying glass to see the location.To view the visitor contact number the contact number should be defaulted in Chat Window Embed.
Once you determine a chat is complete, you can hit “End Session” and then “End Immediate” to stop the current live chat.
Now one last step stands between you and connecting instantly with your customers. To inject the energy into your LiveDesk, and start engaging with customers, you (or your webmaster)need to add your embed code to their desired destinations within your existing web presence.
We include a unique snippet of code for each specific embed, and you simply copy and paste that code into your web editor. If you don't have access to your site's HTML code or are not comfortable with adding new code, simply use the built in link with each embed to send your webmaster the code and instructions directly so they can quickly add your new live chat embed.
First navigate to your web editor and choose the specific page or template you wish to place your chat widget. Then navigate in a separate browser tab to your LiveDesk:
Now your live chat widget will be embedded into the page (or pages) you chose, and your website visitors can start clicking to chat with your agents.
Now that we have covered the basics of chatting from inside your LiveDesk, and you have connected to run a test chat with yourself, you can start configuring your LiveDesk to your organization’s specific needs. To ensure you don’t see the welcome page again, navigate back to your LiveDesk’s index by clicking on the LiveDesk logo, and select “Don’t show me this page again” at the top right.
From the moment you create your LiveDesk, your live chat operation is staffed with one agent and administrator—you. But as great as you are, we think LiveDesk becomes infinitely more powerful utilized as a tool for small teams, where everyone can pitch-in and connect with customers as a part of a total-support culture. That is why we made it easy to add your team members to your LiveDesk, so they too can connect with customers and get started delivering instant happiness.
Your LiveDesk is now up and running, your customers are still visiting your website. Think of chat embeds as the bridge between you and your LiveDesk dashboard, and your website visitors. By creating, customizing and configuring your live chat embeds, you are able to place a portal on your webpages for your customers to connect with you and instantly chat their way to the answers they need.
Before you start chatting with your customers, ensure your LiveDesk reflects your company accurately. Within your LiveDesk it is easy to replace the default logo with your company's logo, which will appear within your dashboard for all your agents to see. Also add your detailed information about your company into your LiveDesk.
To better organize your Live Support operation, and maximize the ability to connect with customers, we made it easy to create Departments within your LiveDesk. Add all your customer supporting departments inside LiveDesk, and each Department can have their own, dedicated chat widget. Specify groupings of agents for each department to ensure the right agent answers every chat.
When you created your LiveDesk the system automatically generated a default department, which will have the same name as your portal.
Departments can either be public or private. Public departments are visible to your visitors and give you the ability to create embeds for these deparments. Private departments are only seen by those inside your company, and are for back office agents, where agents from public departments can transfer chats to these private departments when necessary.
Before you go off and start wowing your customers with awesome, on-demand customer support through live chat, there are a few more things about your LiveDesk dashboard you should know. Designed to empower collaborative customer support for small teams, you can squeeze the most power out of your organization’s live chat operation when you work together.
To encourage you and your teammates to communicate, collaborate and thrive, we built LiveDesk’s bottom bar as your collaborative toolbox. The toolbar, which is always accessible, gives you quick access to your teammates, shared knowledge on your portal wide message board, and important updates from your notification center.
The first tab, My Colleagues, is your Live Support Chat Operation’s buddy list. With quick access to your fellow online agents, you can connect and ask questions, share thoughts and best practices.
The next tab, Message Board, gives you access to your LiveDesk’s agent-only message board, where you or others can share thoughts, tips, tricks, best practices and announcements with everyone that uses your LiveDesk. Give your agents quick updates, notify everyone of a change in policy, inform everyone of a scheduled downtime—with your Message Board, it is easy to communicate, connect and collaborate with everyone in an organized manner.
The third tab, Notification, displays important information to you—including missed visitors and unread chats—with easy access to view and start working on this information.
But the powerful tools are not confined to the bottom bar of your LiveDesk dashboard. You also have handy access to useful features at the top of your dashboard—including integrated search.
With integrated search built into your dashboard, you have yet another way to save time and work more efficiently. For example, you are currently chatting with a customer who wants to know about linking your application up with a third party mobile app. You know the app he wants to link with sounds familiar, but you can’t quite remember what to tell him about it. With comprehensive search easily accessible you soon discover a canned message detailing the instructions of how to link the apps up, as well as a chat a fellow agent had with another customer a week ago about the same question.
Quickly search and discover instant results without ever leaving your current window, or click More Results For to see all results. You can search your LiveDesk’s visitors—which includes their name and the transcript of chats, Agent Chats, Canned Messages and even Blocked IPs.
Also at the top of your dashboard, you can also mute or unmute sounds from your LiveDesk while receiving a chat request. Click the speaker icon to mute the sounds, or if muted click the muted icon (an X through the speaker) to unmute the sounds.
You can also customize the sounds your LiveDesk uses to notify you and your agents of certain events.
The events you can change the sounds for (or disable the sounds for) are split into two groups--those sounds that are played in loop (important events such as an incoming chat request) and those that are only played once (small, recurring events such as a new chat message).
You can further customize the look and feel of your LiveDesk by changing the settings or the themes inside the Themes tab of the Customize and Personalize window.
Like other chat programs you are already familiar with, in Zoho LiveDesk you have a status. In LiveDesk your status controls your availability to chat with customers.
Set your chat status from the top right hand corner of your Zoho Support screen, where you will see a green or red bar under your account name. To change your status, click your username and from the drop-down menu you will see Available (with a green check mark) or Busy (with a red X), click the icon you see to switch yourself to the other status.
Now you can update your profile with your personal information.You can edit and update all of it. You can update your profile picture for the Visitors to view your appearance.