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

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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!

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