Feature Descriptions

Below is a description of all the features that come with your LiveTeam package. For a detailed description of how to use your features, refer to the User Manual in the Help Section.


Assign single operator to multiple departments
If you don't have many human Operators and have many departments like for e.g. Support Department, Marketing department etc. In that case, you can assign one Operator to multiple departments and that way if a visitor clicks on any department, that single assigned Operator will be prompted for executing chat every time. This feature is in place in order for you to be able to show your business as one having many departments, leaves a good impression on your visitors.


Transfer chats to other operators
This is another very powerful feature of LiveTeam where an Operator has the ability to transfer the entire chat to another Operator with a click of the button. The visitor as well as the entire chat that he's had with your first Operator gets transferred to another Operator seamlessly. This feature is especially useful for businesses that have various customer support reps for different specialty areas.


Broad Cast messages to all operators
If you have multiple Operators working and yourself as an Administrator or even as an Operator and you would like to broadcast a specific message or a memo to other Operators or a specific Operator, you have the ability to do so. Such broadcasted messages might contain some new regulations or rules that all the Operators of your website should abide by in dealing with visitors or any other general announcement. Like for e.g. you would like to broadcast to all of your operators to introduce visitors to a new product that you have on your website now, things like that can be broadcasted easily.


For high traffic websites, Load Balancing is triggered by automatically transferring visitor request to available or less engaged operators
This feature is specific to technical credibility of the design of LiveTeam as a service. In case you have a lot of traffic on your website and some of the Operators in some departments are very busy supporting the visitors on your website as compared to other Operators in some other departments who are not. To handle such situations, LiveTeam has a load balancer built within your service where after a certain number of simultaneous requests for a specific Operator, the system automatically transfers calls to all of the less busy Operators. The service basically keeps a tab on all of the Operators and how busy each one is and if it sees any of the Operators getting overloaded, it makes sure that it starts utilizing the relatively less busy Operators.


Automatic transfer. If the operator does not engage the visitor, it transfers to the next operator
In case a certain Operator of a specific department is not available, The system will automatically transfer the request for chat to the Operator of another department. Hence making sure that the visitor who is requesting communication is attended to. This feature is developed to make sure that all of your website visitors are attended to.


Sound Request Alert for Operators
These sound Alerts really come in handy whenever an Operator has a visitor on the website. A sound gets triggered on Operator's computer prompting the Operator that there's a visitor on the website and would like to communicate. This sound alert can also be disabled from the Operator panel if the Operator wishes.


Notice Board for operators and administrator to leave messages and instructions for each other
This is like an internal communication forum for Operators and the Administrators where they can chat and communicate with each other and broadcast generalized or specific communication in order to serve their website visitors better as well as re-group.


Operator log history
This is available to be seen by the Administrator who can check details about the Operators online timings and all in order to manage them better.


Repeat Visitor Identification and History
This feature is to help the Operators identify a repeat visitor and have a look at the log of the previous transcripts of chat and voice with a specific visitor in order to serve the visitor better. It shows up as a small "Yes" flag on Operator's panel which when clicked by the Operator furnishes the Operator with the entire history of chat that the Operator has had in the past with the same specific visitor. This way the Operator is able to know exactly what he/she talked with that visitor last time when the visitor came to the website.


Chat transcripts and printing
At the end of each Chat session, the Chat that the visitor has had with the Operators can be printed and kept as documentary evidence.


Multiple and customized Proactive invitation and Live Engage
This is a very powerful feature for Operators who are in the process of up selling their services and products to their visitors on the websites. With this feature, the Operator has the ability to proactively start communicating with the visitor by sending the visitor a customized message in two different styles to greet a particular visitor who is on a specific page, hence getting the visitor to engage into a conversation, that is, if the visitor so wishes.
The closest analogy of this feature to a real store environment would be where a salesman comes to the visiting shopper him/herself and offer his/her services in case the visiting shopper is not able to find what he/she is looking for.


Operator to Operator "stealth" Chat
Operators can chat with each other simultaneously while communicating with their visitors as well. This ability helps them to work as a team and help their website visitors better.


Real Time Reporting
There are statistical reports which are available for Administrator Users as well as Operators from their individual panels. These reports are purely statistical in nature and are constantly updated by LiveTeam in real time. More are also being added with time.


Upload your own custom company Logo
LiveTeam provides a very generous and easy customization of personalizing the chat window as well as the chat button so that the website visitors of LiveTeam's customers get a personalized feeling and support from LiveTeam's customers.


Upload Images and other important Files
In order to be able to "PUSH" various images/graphics as well as documents and files to the visitors of the website, LiveTeam has provided the functionality to upload them from Administrator's panel as well as Operator's panel. These graphics/images and files pop open on the visitor's computer.


Customize your own look and feel of your chat windows
Chat window is all customizable and LiveTeam customers can have their own graphics/logo and verbiage in there in order to give a personal feel and experience to their customers and website visitors. We encourage you to use this functionality in order to personalize the service.


Cost effective professional Human Operators available from LiveTeam
This service is for all LiveTeam customers who need/want human Operators as well to attend to their website visitors using LiveTeam services. If you think you do, you might want to talk to us about LiveTeam's dedicated CRM professionals. LiveTeam's human Operators will not only interact with your website visitors on your behalf but also provide support to your website visitors as well as up-sell your products and services by being your dedicated LiveTeam resources. If you are interested in exploring more about LiveTeam's value added services of dedicated reps, send us an email with your contact details and we will call you to discuss your requirements in more detail. Engaging LiveTeam low cost CRM professionals has turned out to be a very lucrative turn key solution for many of our customers. Send email on rep@liveteam.com

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