It’s been a busy summer here at ROBIN HQ. Our development team has been working their binary butts off to realize the delivery of one of our customers’ top wishlist items: Live Chat.
As of today, ROBIN customers can now simply change their status from ‘offline’ to ‘online’ in their ROBIN dashboard. This will change the text on the contact tab on your web store from ‘CONTACT’ to ‘LIVE CHAT’. If you want, the text on the contact tab can be edited in the ROBIN dashboard.
What happens if you go offline?
Although Live Chat is a great way for web stores to deliver super fast service to their customers, the problem is that most small & medium sized web stores are not online 24/7.
So, what happens if you go offline?
At the end of the working day, when you change your status back from ‘online’ to ‘offline’, the text in the ROBIN contact tab will change back from ‘Live Chat’ to ‘Contact’ - showing customers the same web form. Most other Live Chat solutions will then state: ‘We are currently offline. Please send us a message’. This is a bit like saying: ‘The light’s are off, nobody is home, but you can try ringing the door bell anyway’. We thought ‘Contact’ was a bit more inviting ;-). But there’s more…
Integrating Live Chat with Email
When you are offline, your Live Chat solution is once again dependent on email. Incoming emails from customers will come into your email client (e.g. Outlook) or web mail (e.g. Gmail). This leaves your customer service team back at square one, where your important emails from customers can be overlooked, answered double, or incorrectly.
When you are using ROBIN, and you are unavailable for Live Chat, customers will be using the ROBIN web form to contact you. They can also simply drop you an email. All these messages will land into your ROBIN dashboard. You will immediately receive a notification via email or via your iPhone.
As you answer them, ROBIN provides you with customer data such as conversation history, order-, billing- and shipping status and much more. Needless to say, this data is also available during Live Chat.
Also worth noting, is that the ROBIN Premium plan supports unlimited concurrent live chats. This means that customers don't have to wait when you are already busy chatting to another client. You can simple have two more simultaneous chats with an online shopper.
A brand new online contact form
While we were at it, we also improved the design of the ROBIN online dialogue. Previously the contact form was a layer over the web page. Now, the contact form elegantly slides in from the left or right side of the page (depending on where you place your contact tab). Customers can also move the form to the right side of the screen or minimize it, while they keep browsing pages on your site.
Click the ROBIN contact tab on the right side of this page, to check out the look and feel of the new contact form!
The roll-out of Live Chat goes parallel with the extension of our pricing model. We will introduce two packages, basic and premium.
Our basic package includes a complete set of features to kickstart professional customer service for your web store. It includes the ROBIN contact tab, web form, satisfaction ratings, performance widget, iPhone/iPad apps, integrations with Shopify, SEOshop or Magento and much more. The good news for all starters out there is that the ROBIN basic package is free for one user.
We are proud to present our premium package, which is competively priced at $15 per month and includes Twitter integration, text customization and the brand new Live Chat features. Just like the basic package, the premium package also includes one free user. Additional users can be purchased straight from the ROBIN dashboard. Pricing remains unchanged at $ 29 per month per user.
If you want to try out how Live Chat can work for your web store, we are offering a free trial until 1 October 2013. Just sign up for ROBIN today, and drop us an email requesting Live Chat. We then activate Live Chat for you. The trial will automatically end on 31 September.
As ever, questions, feedback, rants, feature requests, etc, can be send to firstname.lastname@example.org. Don’t be shy. We respond lightning fast!