Speedy, Sophisticated Live Chats with Custom Variables and Single Sign-On

Introduction

Visitors shouldn’t have to repeat information in live chat that your website already knows about them. Our Custom Variable and Single Sign-On features allow visitor information to be pulled directly from your site, reducing customer effort and allowing for seamless integration between your site and Comm100 Live Chat.

What Are the Benefits of Custom Variables and Single Sign-On?

• No need for agents to repetitively ask the same standard questions
• Chats are smoother, more personalized and more efficient
• Categorize visitors in ways that matter to you – allowing for a more targeted service
• Proactively identity and resolve visitor issues
• Limit your chats to the customers who matter most to you

No Need for Agents to Repetitively Ask the Same Standard Questions

For every visitor to your website, Comm100 Live Chat captures a number of different pieces of information about them, for example, their browsing history and location.

Both Custom Variables and Single Sign-On can be used to capture even more extra information specific to your visitor, and display that information directly in your agent’s chat console. Matching your website or system fields with Comm100 Live Chat allows visitor data returned to be accurate, clear and right first time.

You can return any account information from logged in members. Or, even if a visitor isn’t logged in, Custom Variables can be used to return any information specific to their visit – such as shopping cart contents or value.

This means that in chat, agents don’t need to ask visitors to type out any information that your website already knows about them, meaning that agents don’t need to ask standard questions about visitors to find out who they are, where they live, or what products they’re buying.

Chats Are Smoother, More Personalized and More Efficient

Custom Variables also save a lot of time. Since 79% of consumers say they prefer live chat for the immediacy it provides, this allows you to not only make savings on the time spent by your agents on chats, it also helps boost customer satisfaction in the service you provide.

Check out these chat logs to see the increase in quality and decrease in chat time that Custom Variables can provide – simply through giving your agents visitor information that your website already knows.

Categorize Visitors in Ways that Matter to You – Allowing for a More Targeted Service

Using Custom Variables or Single Sign-On, you can set up chat routing rules to get your visitors chatting to the best specialists on your team for them.

For example, you could route visitors with shopping cart contents worth more than $100 through to a senior sales advisor, who would have the best product knowledge to be able to answer questions and maximize the chances of big sales.

You could also use this functionality to route logged-in visitors to different teams, direct customers to their account managers, or even route VIPs or complaint cases to specialist staff.

Proactively Identify and Resolve Visitor Issues

One advantage of Custom Variables or Single Sign-On is the ability to make more informed decisions about who to invite to chat – whether this is done manually, or through the use of rule-based automatic invitations.

For example, inviting visitors to chat if they have any item in their shopping cart means that you could reach out to potential customers and troubleshoot any problems they may be having before they give up. Since on average 69 out of every 100 customers abandon shopping carts without making a purchase, this can allow you to seriously decrease your cart abandon rate, while providing a stellar level of service.

Limit Your Chats to the Customers Who Matter Most to You

Using Single Sign-On, you can choose whether your customers need to sign into their accounts before a chat. Sign-in can be made mandatory, optional or you can turn the option off completely. This could be useful if you would like to keep your chat service exclusively for customers with accounts.

How Do I Set Up Custom Variables or Single Sign-On?

Since the setup of Custom Variables requires HTML DOM or Javascript variables to read the code on your website, one of your website specialists can write some code and add it to your dashboard.

Single Sign-On works via SAML protocol, and requires an IdP URL and Certificate in order to work correctly. Again, your website specialist will be able to easily implement these.

Any questions? Speak to a member of our team today about how Comm100 Live Chat Custom Variables and Single Sign-On could work for your business.