Web Site Chat Software
When you have a web presence and sell a product, customer service is very important! One way to allow instant conversation between you and your potential customers is to allow them to contact you online and in real-time using a chat program. These allow you to receive and answer questions as your customers have them. Most programs allow those customers to leave a message if you are not online as well.
There are a lot of powerful chat programs that allow for multiple operators, logs, canned replies and more. What if you don’t want to pay for a chat program and don’t need all the fancy options? If you don’t mind a bit of advertising or link back to the chat provider you have several options.
Because I am focused towards small business and work at home moms I will focus on the free software available. For information on the pay type of chats with all the extras just do a quick Google search for “chat program” and you’ll have lots of options. Here are a few that I have used and would recommend. We’ll touch on Chatango, Volusion and Crafty Syntax
First we’ll discuss web based chat programs. These are not hosted on your own website. If you have limited databases or web space these will be the option you will probably go with. These also require little HTML/web site knowledge. We’ll touch on self-hosted options later.
Volusion Live Chat: http://www.volusion.com/livechat_software.asp
Volusion is a free and very lightweight chat program. One of the few with limited ads on the chat services itself. Once you download the software you initiate it and follow the on screen directions that walk you through setting up an account and provide you with the code to place on your website. Once you have your code in place you simply open Volusion and hit “Go Chat”, now your customers can click your chat icon and start a conversation with you. What I like about this program is that it tracks which page your customer is on while they are engaged in a chat with you (assuming it’s located on every page), allows you to use your own online/offline icons and is in it’s own popup window for both your customer and operator, and makes the customer give an email address.
Screen shot:
Catango: http://chatango.com/
Chatango is a unique chat service. Chatango was setup to work as a networking type chat such as Yahoo! or AIM. While others may use it for networking and chatting with friends there is also potential as a ons-site chat service. Chatango does not require any download and is %100 internet based. Chatango allows you to customize your look as well. The truly unique feature with the Chatango system is the ability to embed a mini chat box on your website or a button to connect to chat. You need to remember to exclude yourself form the public directory so you don’t have random people contacting you and only those who are on your website will be able to find your chat link. The Chatango also allows for you to download a “message center” so when you are logged in you don’t need to keep a browser window open and rather get alerts when you have a new message. Chatango does not have ads on the chat but does have the Chatango links and logos on the chat windows.
Screen Shot:
Overall I think Volusion is the winner for clean and easy to use interface but Chatango gets the points for unique features like the on-site mini chat.
Self hosted chat options. These are options that you host yourself. You will need an empty database, plenty of space and bandwidth and the ability to load via FTP or have a web designer/web master than can do this for you.
Crafty Syntax: http://www.craftysyntax.com/
This one has a lot of options that you’d expect to find on a pay-for type service. The ability to have multiple departments and operators, track customers, keep transcript history and more. Yes, this is a free program… but a donation is encouraged! After I uploaded the setup was pretty self explanatory. This program is a big program and code heavy. I found that it ran slow for me, but I was also running both the customer chat and admin chat on the same computer. Even with the slowness the amount of options this program gives makes it worth it to try out. I’d consider this a great program for beginners who have web designer support for installation.
Screen Shots:
*This shout-out goes to Jennie at Simply Slings who requested more information on Live Chats for websites. Want a topic covered? Just ask you you may see a shout-out and link to your website posted here!
Technorati Tags: chat, chat program, Chatango, Volusion, Crafty Syntax
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February 26th, 2007 at 1:45 pm
Thank you for the great information.
I’d like to know though: What are your thoughts on the live chat software offered for free through cpanel?
For example: Crafty Syntax Live Help and Help Center Live
February 26th, 2007 at 2:16 pm
Hi Michelle,
I actually have not tried those as my cpanel does not offer them. I can look into those and give my impression of those programs after I try them out. I would love the idea of programs that come with the hosting on cpanel, unfortunately not all hosts are created equal and many do not offer these. After I find a copy of these programs to try out I’ll post what I find out!
Kristine
March 16th, 2007 at 10:40 pm
Hey Kristine, I love your new idea for a blog here! I hope to help out by submitting my thoughts every now and then (just a wee bit busy now). If you want me to provide screenshots of SightMax for your article, I’ll happily do so!
March 17th, 2007 at 1:13 am
Thanks for this overview Kristine. I’ve been thinking about doing live chat for ages. this looks like a good place to start.
March 19th, 2007 at 11:18 pm
Those programs look a lot better than the live chat program I tried through Bravenet a few years ago. I think I might actually pop one of those on my website. I’m sure it would get a lot of use
May 22nd, 2008 at 3:16 am
I have recently joined a company www.liveadmins.com, although my department is different but I can feel the difference created by live chat at a business website, whoever opt for this service will have a 40% increase in leads and about 20% increase in clients which is pretty amazing for me
May 22nd, 2008 at 3:19 am
I have recently joined a company www.liveadmins.com ,although my department is different but I can feel the difference created by live chat at a business website, whoever opt for this service will have a 40% increase in leads and about 20% increase in clients which is pretty amazing for me