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: 140

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

Sara Arnold commented on Lynn Zawie's group OmniUpdate
"We’re excited to welcome Stockton University to the OU Campus user community! "
18 hours ago
Sara Arnold commented on Lynn Zawie's group OmniUpdate
"Website viewers form a first impression in less than two-tenths of a second! Read our latest blog post for tips on how to make it a good one. "
yesterday
Scott Wilson is now a member of University Web Developers
Monday
Sara Arnold commented on Lynn Zawie's group OmniUpdate
"How did Charter Oak State College’s one-man web team achieve a DIY responsive website redesign? Get the details in our new case study! "
May 20
Sara Arnold commented on Lynn Zawie's group OmniUpdate
"Voting is now open for the 2016 OmniUpdate Gadget Challenge! Head on over to the OmniUpdate Feedback Forum and cast your votes. "
May 19
Sara Arnold commented on Lynn Zawie's group OmniUpdate
"Get website information architecture tips from mStoner strategist Fran Zablocki in today’s blog post! "
May 18
Dan Demmons posted a discussion

Anyone know what happened to www.edustyle.net

edustyle.netSite has been down for awhile now- was a great resource in the past.Anyone know what's become of it?-DanDan DemmonsDirector, Web ServicesProvidence Collegeddemmons@providence.eduSee More
May 18
Alecia Heidt is now a member of University Web Developers
May 17
Sara Arnold commented on Lynn Zawie's group OmniUpdate
"The OmniUpdate family is getting bigger… welcome Lansing Community College! "
May 16
Profile IconLeta Negandhi, Eric Scott Sembrat, David Harper and 1 more joined University Web Developers
May 16
Sara Arnold commented on Lynn Zawie's group OmniUpdate
"We're excited to welcome Wayland Baptist University to the OmniUpdate family! "
May 13
Sara Arnold commented on Lynn Zawie's group OmniUpdate
"What does the Halo Effect have to do with your website? Find out in today’s blog post! "
May 11
Sara Arnold commented on Lynn Zawie's group OmniUpdate
"Help us give a warm welcome to our newest OmniUpdate family member: Winthrop University!"
May 9
Sara Arnold commented on Lynn Zawie's group OmniUpdate
"We're excited to welcome Indian River State College to the OU Campus user community!"
May 5
Profile IconKrishneel Kishor and Dana DeFebbo joined University Web Developers
May 4
Sara Arnold commented on Lynn Zawie's group OmniUpdate
"Learn how to quickly arm yourself with the website usability data you need to cut through internal politics! Tune in to Higher Ed Live this Friday at 1PM ET. "
May 4
Sara Arnold commented on Lynn Zawie's group OmniUpdate
"Nearly 57 million people in the U.S. have some form of disability. Learn how to S.I.F.T. through your website’s content for accessibility compliance in today's post! "
May 4
Nic Winn replied to Morgan A. Huff's discussion Is there a University Web Developers Slack group?
"A team just started up. You can send a request to leta@berkeley.edu and she can add your schools domain. Then anyone with ann address there can sign in at https://uwebd.slack.com/signup."
May 4
Kelsey Layos posted a discussion

Help faculty, staff, and students transition to Canvas!

The Office of Information Technology at UCI has two vacancies for Technology Support Specialists to assist faculty, staff, and students through the Canvas transition (see sites.uci.edu/canvas/).Please share this with others looking to:Help faculty, staff, and students use Canvas and associated toolsSolve problems and remove barriers for end-users dealing with software changeDevelop productive relationships and positive rapport with…See More
May 2
Sara Arnold commented on Lynn Zawie's group OmniUpdate
"It's Module Monday! Strengthen your school's marketing power and brand with our Faculty Directory module. See it in action! "
May 2

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

© 2016   Created by Mark Greenfield.   Powered by

Badges  |  Report an Issue  |  Terms of Service