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welcome to our tour of zopim live chat in this demo video you'll learn how to sign up for a free zopim Live Chat account embed the zopim live chat widget chat with your customers chat in different languages with automatic translations create shortcuts browse the visitor list customize the live chat widget create triggers a dajun's and manage departments and how to set up integrations if you are new to zopim we recommend watching the entire video from start to finish of course if you want to jump to any of the sections simply click on any of the links below ok let's get started section 1 how to sign up for a free zopim live chat account before you can start engaging and serving your customers you'll need to sign up for zopim live chat first head over to www.amazingpublicspeaking.com next enter your email address your name and click on sign up for a free account and then on ok you'll receive a verification email in your inbox shortly simply click on the email from zopim and then on verify your email now choose a password for your new account by entering it twice and clicking on save and go to dashboard that's it you're now ready to install the zopim chat widget and easily chat and engage with your website visitors section two how to embed the zopim chat widget before your visitors can start chatting with you you'll need to embed the zopim live chat widget onto your website to do so log into the zopim dashboard by going to dashboard zopim comm if you're using zopim from the same computer your login details will be automatically stored in your cookies folder which will automatically log you into the dashboard once you're logged in click on widget located on the bottom left side of the main dashboard page now copy the chat widget embed code to your clipboard by right-clicking on the code and then on copy now you're ready to embed the code onto your website first browse to your site and login into your website editor for this example we're using Weebly but the same steps can be easily followed if you're using other content management systems like WordPress or Joomla start by logging into your website editor now find the edit HTML section inside your website's HTML code look for the header tags these are usually found near the top of the code with the word head inside two angled brackets paste the code you copied earlier between the head tags on the HTML page click save and then on publish to apply your changes now go to your website or refresh the browser page if it's already open the zopim live chat widget will now be available on the bottom right of your website and is ready for action that's it it took less than 3 minutes to sign up and embed the live chat widget section three starting a new chat with your customers even on mobile after signing up for zopim and embedding the chat widget you are now ready to start chatting with your very first customer head over to the zopim dashboard click on your name and then on online and wait for a customer to initiate a conversation once a customer starts a chat an orange button will light up and you'll hear a notification sound now click on the orange button to start chatting the chat interface lets you reply to customers directly from the dashboard you can also click on a visitor in the visitor list to start a chat yourself easy isn't it the chat box in the dashboard has a number of useful features that can help you keep track of all your customers you can add visitor notes noting down useful information this is particularly helpful if you aren't integrated with another CRM ticketing solutions such as Zendesk we'll dive deeper into that in the integration section the visitor path can be used to see which pages the visitor has seen finally you can view other useful information about the visitor such as their location browser platform and device visitors on mobile devices can also chat with you using our mobile optimized widget and you can respond using the zopim dashboard app on iPhones and Android devices after you've completed a chat you can browse all your chats in the history tab section four chat in different languages with automatic translations live chat is a great way to provide instant support to your customers but what happens when your customers speak a different language it's important to continue providing great support no matter what language your customer speaks our chat interface automatically detects and translates foreign languages into whichever language you want then when you send a reply it is also automatically translated our chat interface automatically detects and translates foreign languages into whichever language you want then when you send a reply it is also automatically translated best of all the entire process is completely seamless section five create shortcuts shortcuts act like text expanders which let you type a few characters and turn them into a complete sentence setting up and using shortcuts is easy on zopim dashboard select the shortcuts option select add shortcuts to add a new shortcut first enter the shortcut you would like to use this will be what you type in so make it obvious and memorable then type in what the message should appear when it's expanded and finally hit create shortcut your shortcut is now ready to use a shortcut start a chat type forward slash and the name of the shortcut the text expands and shows you the complete message you created earlier now hit enter to insert the expanded text Section six browse the visitor list imagine what would happen if your website was so popular you suddenly had thousands of people visiting it how would you keep track of visitors who wanted to chat with you while the orange serve request button will ensure you never miss a chat our visitor list will give you a bird's-eye view of all the visitors on your website by putting them into handy categories let's dive in and take a look the visitor list groups all your visitors depending on what action they have taken you can see the visitors who have clicked the chat button and asked a question you can also see the visitors who have clicked the chat button but have not started a chat yet those who have activated a trigger will explain this in a later section those who are being currently served by other agents or yourself and those who are moving around the website and clicking on links the active visitors the visitor list helps summarize all the visitor information at a glance with it you can see the number of visits chats which page the visitors are looking at and even who referred them this is the primary view of the visitor list but you can also group the visitors in a number of different ways the filter people by page title is particularly useful as you can use it to target people who are on critical pages of your website for example the checkout page if you're tired of looking at rows and rows of names and text you can also use our new visualizations tool to see your website's visitors in a whole new dimension Section seven customized the live chat widget we've made it easy for you to customize all the elements of the chat widget let us show you how this is the chat badge the customization options lets you add a custom image change the text change the background color or create a completely unique design clicking the chat badge opens up the widget in the dashboard you can easily change the widget title theme color agent named agent byline and agent avatar to get started head over to the zopim dashboard select widget and then appearance now go through all the options to completely customize your chat widget section-8 create triggers triggers are a great way to engage customers triggers let you automatically create actions based on certain criteria think of a if-then scenario if a certain criteria is met then a specific action will take place for example you can create a trigger to assist visitors who get stuck on a particular page of your website if let's say your visitors are stuck on the checkout page for 30 seconds then the trigger will prompt them with a message asking them if they need help checking out sounds useful let's see how to set it up head over to the dashboard and select triggers here you can browse all your triggers or create your own let's start by creating one the key to making good triggers is to understand your customers mindset so from our earlier example we notice that visitors are spending a lot of time on a particular page instead of engaging with them individually let's create an automated trigger you first need a name and description then you need to set the conditions for the trigger to run under and finally you need to select the action to perform now you must create the if variable of the trigger these are the things that must happen for the trigger to activate first select visitor page URL then select contains and finally enter check out these additional conditions will ensure your trigger does not run on people who have already started a chat that could be annoying now you must select the then variables these are the actions that will happen if the above conditions are met select send message to visitor enter an agent name and the automated message once you've set it up select create trigger now whenever someone spends more than 30 seconds on the checkout page they will automatically receive a prompt asking if they need help once they respond to the message then you can jump in and help them out section 9 ad agents and managed departments smaller organizations may only have to support a few customers at a time but what if your organization suddenly had hundreds of customers to support at the same time you'd need more customer service agents to effectively support your customers our research shows that customers hate waiting more than two minutes to get support if you only had one agent it would be impossible to serve more than four to five customers at a time ad zopim it's super easy to add as many agencies you need to handle any situation here's how it works to start click on agents on the zopim dashboard and then on add a Giunta nen tur in their details and easily create an agent once you start adding a lot of agents and they each have expertise in particular sections you'll find departments very useful instead of your web visitors getting assigned to an agent at random departments that you decide early on which agents should deal with what type of problem to create your departments head over to the zopim dashboard and select departments here you can browse your already enabled departments or create a new one by clicking on add departments make sure the Department status is set to enabled and input the name and description of the department add an agent to the department by clicking on their name finally click on create department this creates a department but if you want your website visitors to automatically direct themselves to a relevant department you will need to enable pre-chat forms from the dashboard you now whenever a user loads the chat widget they'll be able to select a department when filling in the pre-chat form Section ten setting up integrations zopim integrates with a number of customer relations management platforms such as Zendesk salesforce and high-rise the integrations enable zopim to communicate with the crm so we can send and receive information seamlessly integrating with a CRM lets you catalog all your conversations on zopim this is an effective method of managing a large number of client interactions it centralizes all customer data making it easy for you to locate and solve problems efficiently to set up an integration first visit zopim comm hover over login and then click on account then navigate to the integrations tab select your third-party CRM software to integrate zopim with in this example we will use Zendesk you can also select the option to automatically create a ticket after every chat and for offline messages now when you're chatting with a customer you'll see the Zendesk ticket integration panel on the right hand column if a user had a previous ticket it would show up here let's go ahead and create one for the current user you can view the user profile of the customer and see if there are any older tickets thanks for taking the time to sit through the zopim live chat demo if you have any questions please don't hesitate to email us at support at zopim comm we are ready to serve you