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Get 44 chat HTML plugins, code & scripts on CodeCanyon. Buy chat HTML plugins, code & scripts from $5. All from our global community of web developers. In this tutorial we are going to build a little chat program that is really easy to get up and running on any server running PHP. No database is required – as the chat will store itself in a simple text file. 7 Tips to Deliver Amazing Live Chat Support. If you’re already using live chat, or are planning to, here are seven things to keep in mind to ensure that your chat support is as good as your email support: 1) Always Introduce Yourself. A customer service interaction isn’t a transaction; it’s a conversation. I ASKED THE CARPET CLENER TO WEAR A MASK WHILE IN MY HOME. I ASKED HIM 4 TIMES TO PUT ON A MASK BUT HE SAID HE FORGOT. I REPORTED HIM TO THE AREA MANAGER AND SHE SAID SHE SPOKE TO HIM AND HE TOLD HER HE FORGOT. I TOLD HER I ASKED HIM 4 TIMES. HER RESPONSE WAS PATHETIC AS THE SERVICE PROVIDER.
How to Build Customer Loyalty in Real-Time
You can’t miss it.
More and more, websites in every corner of the web are featuring that inviting little widget in the corner of their screens.
There’s no question that live chat is getting huge.
We’re all extremely excited at Groove this week, as we’re taking a huge step in helping our customers take advantage of this trend by officially launching our partnership with Olark, our favorite live chat software on the planet.
Starting today, Groove customers and Olark customers will be able to use both tools’ functionality seamlessly from inside either platform. To learn more about the partnership, click here.
To celebrate this news, I’m going to explore why you may want to consider offering live chat for customer service, and how you can ensure that you’re doing it right.
Why Live Chat?
There are many reasons that offering live chat support is a valuable strategy, but the two most compelling arguments are:
1) Customers have come to expect it
Customers are using live chat more than ever. In fact, the growth rate is pretty insane.
According to a Forrester survey, the percentage of customers who have used live chat for customer service has grown from 38% in 2009 to 58% in 2014, and it’s continuing to rise.
That’s a nearly 10% increase year-over-year, more growth than any other channel by a wide margin.
2) Customers love it
People aren’t just using live chat, they’re actually getting more satisfaction out of it than from any other channel, according to eDigital’s Customer Service Benchmark survey.
It all makes sense when you consider the benefits of live chat: ease of contact combined with lightning-fast resolution times mean drastically reduced customer effort, the single biggest driver of customer loyalty.
7 Tips to Deliver AmazingLive Chat Support
If you’re already using live chat, or are planning to, here are seven things to keep in mind to ensure that your chat support is as good as your email support:
1) Always Introduce Yourself
A customer service interaction isn’t a transaction; it’s a conversation.
By introducing yourself to the customer, you make things personal and begin to frame the interaction as one between people, versus one between a customer and a business.
2) Be Fast
Live chat is a channel where speed does matter.
79% of customers say that they prefer live chat because of the immediacy it provides, by far the most cited reason.
As for time specifics, 60% of customers don’t want to wait more than 60 seconds for a response, while the average time for an initial reply hovered around 23 seconds.
3) Promise a Result
If a customer sends a chat message “checking in” on the status of their support request, we consider that a failure on our part.
In testing at Groove, we’ve found that customers who proactively reach out to us report satisfaction scores, on average, about 10% lower than customers who don’t inquire.
In your initial chat, even if you can’t resolve the issue right away, let the customer know exactly when they should expect to hear from you.
While you can’t always promise a solution by a given time, you can always promise an update.
Delivering on that promise doesn’t just keep the customer informed about the status of their request, but it’s another opportunity to build trust.
4) The ELI5 Technique
Even if they seem like second nature to you, the complex or technical concepts behind your product can be really confusing to customers.
When you need to explain a complex idea or instruction, don’t write it as if you were sharing it with a coworker.
Instead, use the ELI5 technique.
On the Explain It Like I’m Five subreddit, experts distill complex topics and explain them as if the reader were five years old.
As an example, see how one user explains the difference between email, Google, AOL, a website, and web browsers:
If someone didn’t understand what those things were, this would be a perfect, clear rundown that would instantly and easily make sense.
Spend some time reading the ELI5 subreddit, and practicing writing your own instructions in the same format to make life easier for your customers.
This is especially important in live chat, where the chat window is smaller than an email window, and you typically have even fewer words to get your point across.
5) Make Chat Access Incredibly Easy
When a customer wants to get help or ask you a question, they’re already having a less-than-perfect experience.
Don’t make it any worse by forcing them to work to figure out how to get in touch.
Make it ridiculously easy to reach you via live chat by putting your chat widget on every page, letting the customer get help from anywhere.
6) Lean on Links
Model identificationimac g4 phone case. Having to scroll through long emails is annoying and tedious, and having to scroll through long live chat messages is even worse.
Because customer loyalty is built by reducing customer effort, we want to avoid anything annoying and tedious.
Having a knowledge base with articles that you can link to is really helpful, as it can save your customers the hassle of trying to navigate a long email.
As a rule of thumb, if your instructions contain more than one image or three steps, link to them rather than including them in the email.
7) Use Time-Saving Tricks
Sometimes, you don’t need an entire knowledge base article to answer a common customer question. And sometimes, a knowledge base article isn’t appropriate (for example, if the question deals with sensitive account data or billing information.
That’s when saved common replies come in handy.
Rather than wasting time typing the same reply over and over again (probably the single most time-sucking repetitive task that support professionals have to do), common (sometimes called “canned”) replies let you insert frequently used messages with a click.
Even if you’re not using software like Groove or Olark that lets you save common chat replies, you can still take advantage of this time-saving tactic.
I’m a huge fan of aText for Mac (for PC’s, try PhraseExpress), which lets you create keyboard shortcuts. You could create something as simple as a shortcut to save you a few keystrokes typing your email address, or something as powerful as a shortcut for an entire paragraph-long email.
Build Customer Loyalty in Real-Time
Live chat support is a huge opportunity for businesses to add a powerful, customer-loved channel to their customer service strategy.
Use these tips to deliver better support—and build better customer relationships—in real-time.
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The Plan
In this tutorial we are going to build a little chat program that is really easy to get up and running on any server running PHP. No database is required – as the chat will store itself in a simple text file. The technologies used:
- PHP – Will handle all the server side stuff
- Writing new messages to the text file
- Reading out new messages from the text file
- Retrieving the “state” of the text file
- Basic security
- jQuery/JavaScript – Will handle the client side stuff. This is an AJAX-y application, meaning that messages pop onto the screen (both yours and others) without needing any page refresh.
- Periodically asking the server if there are new messages that have been posted
- Appending new messages to the chat
- Scrolling the chat down to the most recent messages
- Asking and setting the user name
- Limiting the text input to prevent gigantic ridiculous messages
- Basic security
- Text File – Stores the chat
NOT The Plan
This tutorial covers all kinds of interesting things and interesting technology and the end result is definitely a chat room. What it isn’t is the World’s Most Full-Featured Chat Room. You can’t kick people out or ban people. People can potentially have the same name. You can’t see all the current members of the chat. In other words, this ain’t IRC. It’s just a fun demo and totally workable in a number of situations. If you want to take this and run with it and make it more full featured, be our guest!
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Basic HTML Structure
Precious little markup here folks. Even what you are looking at above is 50% unrelated to the specific functionality of this tutorial. The page-wrap is to center things. The double-divs thing going on with the chat-wrap and chat-area is just to pull off the totally unnecessary (but cool) double border effect in the chat area.
The two most important areas are the textarea with the id of “sendie” and the chat-area div. JavaScript will be targeting these.
The JavaScript Half of the Engine
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We’re going to get a little Object Oriented with our JavaScript. We’ll create a “Chat” function that is parent to a bunch of other functions for dealing with Chat-related stuff.
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updateChat will ask the server if there are new lines in the text file. If there are, it will return them as JSON and then this function will append those new lines to the chat. sendChat will be called when a message is entered into the text area and return is pressed. The function will pass that data to the server to do what it will with it. getStateOfChat asks the server basically how many lines the current text file is, so it has something to compare against and know when lines are “new” or not. This information is returned as JSON as well. And those functions look like:
All three of these functions make use of jQuery’s AJAX abilities, and do their communicating with a PHP file called process.php, which of course we’ll need to build!
The PHP Half of the Engine
Part of the data that gets passed with the AJAX calls is an (arbitrary) value named “function”. This is just to let the PHP file know what kind of thing we need done. As such, the first thing we’ll do is snag that value and set up a switch statement that covers each possible function. We also set up a blank array to store values in that will ultimately be encoded into JSON at the end and passed back.
When we are trying to getState, the text file is read and the number of lines in returned. When we update, the file is read and any new lines are retuned. When we send, the message is processed and then written into the text file as a new line.
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Kicking it all off
We’re going to need to do some JavaScript stuff to get this party started. We’ll need to load jQuery, load the “engine”, then do some quick functions to gather the chat participants name for joining the chat.
While we are at it, let’s put the stuff in for limiting the length of the entered text and sending the text with a return-key press.
Periodically Checking for New Messages
We need to use the “update” function of our chat to poll the text file for new messages and append them if necessary. So we’ll need to call that update function on a regular basis, and we’ll use JavaScript’s setInterval() function for that:
The Goods
Note: Remember this is PHP powered, so you can’t just download the files and open them on your local machine and have it work, unless you are running a local PHP server. Also remember to change the file permissions of the chat.txt file to be writable by the server when uploading to your own test location.