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
"Did you know your website’s user experience can impact your marketing efforts? Learn how to assess UX and make it a top priority in today's blog post! "
Jul 20
Sara Arnold commented on Lynn Zawie's group OmniUpdate
"We welcome our friends at Kentucky Community & Technical College System to the OmniUpdate family! "
Jul 19
Profile IconPaul Paire and Amy M Andrade joined University Web Developers
Jul 18
Sara Arnold commented on Lynn Zawie's group OmniUpdate
"Spelling errors, broken links, weak SEO, and accessibility issues can negatively affect your site visitors’ user experience. Learn how OU Insights continually monitors these areas and helps keep visitors on your site in today's blog post! "
Jul 13
Sara Arnold commented on Lynn Zawie's group OmniUpdate
"Giving a warm SoCal welcome to our newest family member, Chabot-Las Positas Community College District! "
Jul 12
Bryce Anderson is now a member of University Web Developers
Jul 12
Profile IconJeannette Modic and Lisa Jones joined University Web Developers
Jul 11
Sara Arnold commented on Lynn Zawie's group OmniUpdate
"Are you meeting the high expectations of your technologically savvy site visitors? Found out how to elevate their user experience by focusing on six key areas in today's blog post. "
Jul 7
Cathy Wooten is now a member of University Web Developers
Jul 6
Sara Arnold commented on Lynn Zawie's group OmniUpdate
"Train 300+ content contributors after not one, but two website redesigns? No problem! Discover University of Arkansas Cooperative Extension Service’s recipe for success in today's blog post. "
Jun 29
Colleen Brennan-Barry posted a discussion

HighEdWeb 2016 welcomes LeVar Burton, Kimberly Bryant, more

HighEdWeb is very pleased to announce our outstanding 2016 Annual Conference keynote speakers: Kimberly Bryant, Aspen Institute Fellow and founder of Black Girls CODE, and LeVar Burton, actor, director and educator.We’re also excited to share our full presentation schedule, which includes more than 70 presentations given in 7…See More
Jun 29
Sara Clark posted discussions
Jun 28
Sara Arnold commented on Lynn Zawie's group OmniUpdate
"Are your digital marketing campaigns effective? Learn how to measure the success of your digital efforts in this Thursday’s Higher Ed Live episode at 1PM ET with Jon Anspaugh from Oral Roberts University! "
Jun 28
Scott Knauer is now a member of University Web Developers
Jun 23
Sara Arnold commented on Lynn Zawie's group OmniUpdate
"Get the story behind our newest module OU Alerts and how our customers are helping shape its future in today's blog post! "
Jun 22
Vivek G. Bharathan is now a member of University Web Developers
Jun 21
Marc Boman joined Paul Branham's group
Thumbnail

Community Colleges

Discussions and such pertaining to the unique situations that present themselves to Community Colleges.
Jun 20
Marc Boman joined Mark Greenfield's group
Jun 20
Dan Demmons posted a discussion

SVA - anyone using this for their marketing campaigns

Hello everyone,I'm wondering if anyone is using SVA to help assist with their marketing efforts? Brief info on what SVA is - http://www.carnegiecomm.com/blog/non-traditional-student-audiences-cant-find-them-build-them/Here's a company that provides assistance with incorporating SVA- http://www.semcasting.com/I've a…See More
Jun 16
Sara Arnold commented on Lynn Zawie's group OmniUpdate
"Looking for the secrets to success for a website redesign? Check out our latest blog post for some great tips! "
Jun 15

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