Five9 Live Chat

Description

The Five9 Chat Plug-In for WordPress enables you to quickly and easily add Five9 Chat to your web site. With this plug-in, your visitors can get prompt resolution to their questions by chatting with an agent.

Increase sales, resolve service inquires faster, and improve customer experience with the personalized and targeted proactive chat invitations of Five9 Chat. You can easily specify conditions before offering an invitation to chat with an agent, such as the time spent by the customer on a page or the number of pages visited by the customer.

Five9 Chat gives your agents a powerful way to engage customers for support and purchase inquiries. The intuitive, unified interface enables agents to respond to customer communications across multiple channels — email, chat, and social — all in one queue. Pre-scripted answers to commonly asked questions and next best actions improve conversion rates, speed up responses, and increase sales. With Five9 Chat Plug-In for WordPress, you can associate different campaigns and queues to each plug-in to dynamically route your customers to live Five9 Omnichannel agents. Our queue-based routing can deliver the right chat to the right agent at the right time.

Five9 Chat uses the same role-based analytics and reporting as the other applications in the Five9 Omnichannel suite. These analytics enable supervisors to manage agent and workgroup performance based on traditional contact center metrics. View real-time dashboards and supervisor consoles for agent monitoring and coaching, and record chats to capture and store correspondence for compliance and training purposes.

To process Five9 chats, agents must be logged into Five9 Agent Desktop Plus or a Five9 Plus Adapter for CRM applications.

Key Features

• Customizable chat widget: Set a custom style and custom fields to match your brand.
• After-hours message: Set business hours for the plug-in, and display an email form for your visitors to request that an agent replies to them on the next business day.
• Mobile optimized: Your customer can chat with your agent by using any device.
• WCAG 2.0 AA certified
• HTTPs secured chat
• Google analytics: Fetch web site visitor statistics with your Google Analytics account and compare chat statistics.
• Estimated waiting time: Display a custom message with a dynamic waiting time when a visitor requests to chat with a live agent.
• Escalate to call: Web site visitors can request a callback from the Five9 chat plug-in.
• Transcripts: Web site visitors can request a chat transcript after the chat has ended.
• Canned responses: Agents can use canned responses during live chat sessions.
• Transfer chats between agents
• Conference chat between agents
• CRM integrations: The plug-in is compatible with Salesforce, Microsoft Dynamics, NetSuite, ServiceNow, Oracle, and Zendesk.
• Comfort messages: Configurable and customizable comfort messages inform your visitors know that the agent is still active.
• Chat monitoring: Five9 Supervisor Plus can monitor live agent chats, including time in queue and agent statistics.
• Chat transcript history: Customer omnichannel history and chat transcripts are available to agents.
• Omnichannel reports: More than 20 omnichannel reports are available for voice, chat, and email.

Screenshots

  • The default live chat widget.

Installation

  1. Activate the plugin
  2. Go to Settings > Five9 Chat and configure the options

FAQ

Do I need a Five9 Account to use this chat feature?

Yes. In order to use these chat features, you’ll need the Omnichannel service from Five9.

Can I preview the chat before enabling it?

As you configure the chat settings, you can preview what the chat will look like prior to saving your changes. Once you have configured the chat to your liking, save the changes and they will be live.

Can I just create a link to start the chat?

Yes! Using the shortcode [five9-chat] you can put a link to enable chat on a specific page, instead of loading it on every page.

Contributors & Developers

“Five9 Live Chat” is open source software. The following people have contributed to this plugin.

Contributors

Translate “Five9 Live Chat” into your language.

Interested in development?

Browse the code, check out the SVN repository, or subscribe to the development log by RSS.

Changelog

1.0.3

  • Enhance options to shortcode
  • Updated Readme

1.0.2

  • Fix: Small bug fix.

1.0.1

  • Fix: Correcting default Chat App URL.

1.0

  • Initial Release