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?

Views: 144

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

Songmei Han is now a member of University Web Developers
2 hours ago
Colleen Brennan-Barry posted a discussion

HighEdWeb 2017: Call for Presentations is Open

The Higher Education Web Professionals Association is very pleased to announce that we are now accepting presentation proposals for the HighEdWeb 2017 Annual Conference, scheduled for October 8-11 in Hartford, CT.HighEdWeb 2017 is the conference BY and FOR higher education Web professionals who want to explore the unique web issues facing colleges and universities. Our profession is always growing, and we are looking for a wide variety of presenters and…See More
Thursday
Eloine Chapman joined Anne Petersen's group
Thumbnail

Usability

A group for those interested in usability principles, practices, and testing.
Feb 9
Eloine Chapman replied to Mark Greenfield's discussion The UWEBD Social Network Will Live On
"I see that this site is associated with a mailing list. I don't see a place to sign up for that?"
Feb 9
Eloine Chapman joined Lynn Zawie's group
Thumbnail

OmniUpdate

Share your experiences using OmniUpdate CMS
Feb 9
Eloine Chapman joined Mark Greenfield's group
Thumbnail

Accessibility

This group is for all those interested in Web Accessibility.See More
Feb 9
Eloine Chapman replied to Mark Greenfield's discussion The UWEBD Social Network Will Live On
"Yeah! I didn't know about the mug. I gotta go get one. I am happy to hear about OmniUpdate valuing this since we signed up a few months ago. I am still developing some templates but I can't wait to use the system."
Feb 9
Profile IconAngela Polczynski and Alan Baker joined University Web Developers
Feb 9
Jason Bryner replied to Mark Greenfield's discussion The UWEBD Social Network Will Live On
"Wonderful! Thanks OmniUpdate!"
Feb 8
Jamie George replied to Mark Greenfield's discussion The UWEBD Social Network Will Live On
"Dear person reading this, No more mugs.  How do I drink my delicious coffee now?   Sleepy webdev, JG"
Feb 7
Roberta (Robin) Sullivan replied to Mark Greenfield's discussion The UWEBD Social Network Will Live On
"Thank you OmniUpdate."
Feb 7
Profile IconJamie George, Doug Bluff, MsMardyWilson and 5 more joined University Web Developers
Feb 7
Andrea S Wasiura joined Michelle Cryan's group
Thumbnail

SUNY

For SUNY-related conversations. State University of New York web peeps should join. Others are welcome.
Feb 7
Colleen McKeone replied to Mark Greenfield's discussion The UWEBD Social Network Will Live On
"Thank you. I already have a mug and it is well used."
Feb 6
Matt Casteel replied to Mark Greenfield's discussion The UWEBD Social Network Will Live On
"That's great news. Thanks for all you work to keep this wonderful tool available to the community."
Feb 6
Robin Ruetenik joined Mark Greenfield's group
Thumbnail

Accessibility

This group is for all those interested in Web Accessibility.See More
Feb 6
Dennis Guten replied to Mark Greenfield's discussion The UWEBD Social Network Will Live On
"Sweet news Mark. BTW, I love my mug and use it daily coffee."
Feb 6
Sylvia Nicosia replied to Mark Greenfield's discussion The UWEBD Social Network Will Live On
"Great news!"
Feb 6
A. Watson replied to Mark Greenfield's discussion The UWEBD Social Network Will Live On
"nice"
Feb 6
Jeanine Schoessler joined Lynn Zawie's group
Thumbnail

OmniUpdate

Share your experiences using OmniUpdate CMS
Feb 6

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

© 2017   Created by Mark Greenfield.   Powered by

Badges  |  Report an Issue  |  Terms of Service