Your customers can request to get an email of the chat transcript after the chat session has ended. The request for transcript can be initiated by the customer while chatting (if the Email Transcript is enabled in your chat window) or in the exit survey (if enabled).
As the content of the chat is suddenly a 'published' content in an email - the customer can and probably will read it after the chat again. Agents suddenly need to think about it - well written canned response with links back to offers/webpages suddenly have more importance.
Our records show that 15% to 50% of all chatters request such a transcript. This is a great potential for a second engagement. You can also offer "offline" engagement from those transcript emails to maximize site return and obviously another interaction too. It is also easier for the customer to come back to you.
The default transcript email format is very simple and you can easily change it to match your brand and style, include call to action and make your email transcripts much more appealing. Have a look at the example below - Outlook and Gmail:
Example seen in Outlook (.msg file) and Gmail: here with a chat button:
How to implement?
There are different parameters you need to define to get the result we have in the example:
- User Set Up>Skills>Edit skill group: make sure the timezone is correct, so the right format is shown. Change if needed.
- Content Management>Chat>System Messages> {Set} > Email Chat Transcript: Customize/Review the labels; especially if you need to localize.
- Visitor Experience>Chat>Surveys>Exit Survey: Define Sender Name, Sender Email, Email Header.
Now lets step into more detail around "Email Header". Here you can use up to around 1000 characters of HTML to customize the header (first part of the transcript email) and also to customize the styles of the table below (with Chat info and the actual transcript chat dialog). There are many email readers around and its hard to support them all but you can target the most relevant ones (in our example, Gmail and Outlook).
This is the email header we used:
<!-- START --><div style="width:657px; margin:0 auto;"><div><table border="0" cellpadding="0" cellspacing="0" width="657" align="center" style="width:657px;margin: 0 auto;"><tr><td><style type="text/css">body { font-family: Arial; }td { font-family: Arial; color: black; }p > table > tbody > tr > td { font-family: Arial; color: #808080 !important; }.table_m4 { background: orange; }.table_m2_head { color: white; font-size:15px; }.call_vis { color: orange; }.call_op { color: #808080;}td > font { color: black; }</style><table><tr><td colspan="3"><img alt="LivePerson Chat Transcript" src="transcript_banner.png" /></td></tr><tr><td style="padding-left:10px;font-size:20px; font-weight:bold; color: #5f5f5f;width:491px">Please find your requested transcript below.</td><td rowspan="2" style="width:166px;padding-left:15px; font-weight:normal;font-size:15px;" align="right"><a href="https://server.iad.liveperson.net/hc/<SiteID>/?cmd=file&file=visitorWantsToChat&site=<SiteID>”><img alt="Chat Now" src="chat_now.png" /></a><td></tr><tr><td style="padding-left:10px;font-weight:normal;font-size:15px; color: #5f5f5f;width:491px">If you have any further questions please don't hesitate to chat with us.</td></tr></table><!-- END --> |
Hope you find this helpful and useful, please let me know if you have any questions or comments. Special thanks to Mike Hladik for writing and sharing this information!