University Web Developers

University Web Developers

I'm curious, who integrated live chat support into their website? We just recently got it up and going here at busn.uco.edu. As it is brand new and we're still working out the details, I (the web developer) am manning the incoming chat requests and then either answering or routing them to the correct person.

I have several people from different departments logged in and can transfer incoming users around. Who do you have answering your incoming chat requests? Do you see a lot of benefit to something like this?

Tags: chat, help, live, support

Views: 123

Reply to This

Replies to This Discussion

Our library staff initiated adding live chat and have had a good success with it. Now the admissions folks are interested in doing something similar. The real challenge is, of course, people managing the responses. The technology is fairly straightforward. We use the meebo widget embedded on a page.
We have also used the MeeboMe widget with great success on our Admissions site and our Academic Advising sites. The biggest takeaway from our experience is that this is not a M-F, 9-5 endeavor.
I'm using a version of PHPLive I've been customizing for the past few years. Although I've used the meebome widget before too. The nice thing about it is that if no one is online to answer the chat it prompts them to leave a message.
We're using Olark for our Admissions and Giving pages. There are several different plans available.
Olark provides several integrations (iPhone App, iChat, AOL, etc... basically anything with Jabber support).

We piloted LivePerson for our site last year...Olark has about the same feature set for a fraction of the cost.

Like Mark said, it is not a M-F, 9-5 endeavor.
We use LiveZilla. It's free and outperforms the software we were paying $$$$ thousands per month for licenses. We have 30+ admissions advisors available for chats from about 8am-8pm. You can set up different departments and it will look up if someone is available in that department otherwise it will show the "leave a message" graphic.

They're pretty good at releasing new versions but I still have a few problems -
Some error is filling up our Apache log file up to hundreds of lines per day. It doesn't affect anything chat-wise just kind of annoying when I look at the logs.
We get multiple copies of the chat transcripts e-mailed to us. We should only get 1 copy but we get up to 20 copies for some reason. We only use the transcripts for random process audits so it's just a minor annoyance.

It's still well worth looking into

I know I'm a bit late to this discussion but I was wondering if anyone had other recommendation besides the ones below. 

I'm a +1 on LiveZilla as well.

Has anyone crunched any web traffic or online inquiry percentage increases after implementing a chat module? If you would care to share any data or figures I'd be much obliged!

RSS

Elsewhere

Latest Activity

David Dahl posted a discussion

Web Services Specialist, Towson University Libraries

The Albert S. Cook Library seeks a highly skilled and innovative Web Services Specialist to participate in all stages of the application development life cycle.  Under the direction of the Information Technology Librarian, this position provides primary web application development support for the Library’s online initiatives. Focusing on services that improve the user experience for the University’s students, faculty, and staff, the Web Services Specialist collaborates with team members, other…See More
yesterday
David Dahl joined Mark Greenfield's group
yesterday
Erin Leavitt commented on Lynn Zawie's group OmniUpdate
"Check out Naropa University’s new course catalog! It pulls course data from Jenzabar. Well done!"
yesterday
Profile IconDavid Dahl, tmogroup and Besart Bytyqi joined University Web Developers
yesterday
Erin Leavitt commented on Lynn Zawie's group OmniUpdate
"How do you view change? Read what our CEO took away from this year’s eduWeb Conference about change in today's blog post."
yesterday
Erin Leavitt commented on Lynn Zawie's group OmniUpdate
"Loving the new look on the CSU Channel Islands website! Check it out: csuci.edu/ #responsive #accessible"
Tuesday
Erin Leavitt commented on Lynn Zawie's group OmniUpdate
"Congrats to Daytona State College on going live with their responsive design in OU Campus v10! Looks amazing! "
Aug 13
Profile IconNancy Boudreau, Rob Green and John Cady joined University Web Developers
Aug 13
Beth Hastings posted a discussion

Columbia College site redesigned - take a look!

We launched a redesign of our site on July 1. It was more than just a new skin, it was a reorganization of the content. In the past we've tried to serve all audiences - current students, prospects, staff, faculty and alumni. It ended up being link overload. It also used internal back office terminology that was confusing to prospects.Our charge was to gear the site toward prospective students and to move all content for current students and faculty & staff behind our existing portal.We…See More
Aug 12
Doug Minor posted a discussion

Anyone Willing to Share Your Mass Email RFP or Requirements Document?

We are in the process of reviewing various mass email services (services hosted in the cloud). Has anyone done this recently and prepared either an RFP or requirements document you would be willing to share?Some of our initial requirements are listed below.Agency model where we can serve as administrator to multiple, separate department accounts housed under the same agency/institutional account (each account would have their own separate login and billing)Only approved email templates can be…See More
Aug 11
Profile IconMoneca Pinkett and Lei Zhu joined University Web Developers
Aug 11
Erin Leavitt commented on Lynn Zawie's group OmniUpdate
"It’s the last week to nominate for the third annual Critics' Choice CMS Awards! Help us spread the word and let them know why OU Campus is the CMS of choice for higher education. Recommended categories include: Best Enterprise JAVA CMS…"
Aug 11
Erin Leavitt commented on Lynn Zawie's group OmniUpdate
"Miss the E-Expectations webcast? Couldn't make it to this year’s eduWeb Conference to see the presentation? We've got you covered! Check out today's blog post."
Aug 6
Profile IconJoe Fitzsimmons, Lance Tully and Charlotte Marsch joined University Web Developers
Aug 6
Erin Leavitt commented on Lynn Zawie's group OmniUpdate
"Congratulations to our President & CEO, Lance Merker, for winning the 2014 Summit Award for Industry Excellence at the eduWeb Conference! Well deserved! (Pictured with Rich Vallaster)"
Aug 5
Charlotte Marsch posted a discussion

Assistant Director for Web Services at Southwest Baptist University

Job Summary: Working collaboratively with the Marketing and Communications team, this position has primary responsibility for SBU’s public website, designing and developing web sites and applications and ensuring the University is implementing web technology best-practices to communicate key messages to its audiences. Essential FunctionsDevelop and maintain site navigation and wireframe that utilizes responsive design best practicesAdminister a content management systemCoordinate with…See More
Aug 5
Erin Leavitt commented on Lynn Zawie's group OmniUpdate
"One does not simply become a new OU Campus user and not get welcomed. Great to have you with us, Murray State University!"
Aug 5
Erin Leavitt commented on Lynn Zawie's group OmniUpdate
"A special hello to our newest customer, Kennesaw State University. Welcome to the OmniUpdate family!"
Aug 4
Cheryl Tiahrt joined Brent Hoard's group
Thumbnail

Sitecore

For users of the Sitecore CMS
Aug 1
Cheryl Tiahrt is now a member of University Web Developers
Aug 1

UWEBD has been in existence for more than 10 years and is the very best email discussion list on the Internet, in any industry, on any topic

About

© 2014   Created by Mark Greenfield.

Badges  |  Report an Issue  |  Terms of Service