A Complete OpenCart Live Chat Module Usage Guide

OpenCart Live Chat module

People keep checking on the internet to find the best deals on products to save some money for their future use. Offering real-time support to customers to solve their queries, can help them to make their buying decision. Hence there is a significant increase in the sales graph.

Live chat can give you an edge over your competition in the online world. The support team can have better behavioral knowledge about the customer or client and their requirements.

OpenCart Live Chat Module

This module has the option to add support chat agents, department of agents, and can see live chat happening between customers and agents.

A chat window appears on the website just after the installation of the module. It takes care of all OpenCart themes to work on and shows a chat window.

OpenCart live chat module maintains a list of history chat dates, agent names, customer name, email id, in the database for access at any time.

There are filters present in the agents, department, and chat history list page for getting only information that is required for reports.

 

 

The survey and studies in 2020 show that the average conversion rate of e-commerce websites is 2.86%. The average eCommerce website conversion rate in the US stands at 2.63%. Whereas the global website conversion rate is 4.31%.

Source Investor: Invespcro

 

This module shows all active visitors on visitor pages. Agents can chat with visitors by clicking on visitor names.

1. Create Department

department list in opencart live chat module

Add multiple departments. Admin can create multiple departments like customer service and support, technical team, Magneto, OpenCart, and PrestaShop support team.
Agents are assigned according to their departments in the live chat module.

Visitors can see the list of departments in the chat window. They can select one department as per their questions or problem they are facing. Agents can see a list of visitors on the page.

Filter:

For the convenience of the admin, the module added the filter section to get the required result. Admin can find the department name and status. department name, status.

2. Add Agents

agents list of opencart live chat module

This extension has the ability to convert existing users of websites to agents. This means users who operate the admin section like editors, managers, and support members can easily assign as an agent.

Now add agents to one or more departments according to their work. These agents will get the upcoming chat indication from visitors.

All the agents will be listed on the agent page. Admin can see agent name, email, department, sort order, status, and action – delete and edit.

Fields are present in the agent report section.

  1. Agent Name
  2. Agent Email
  3. Department
  4. Sort Order
  5. Status
  6. Action

Note: Admin can be enabled and disable the agent’s account just by changing the toggle. The disabled agent can not access the live chat section.

Filter:

Admin can check specific departments of agents then use the filter and select the department in the filter. It will get all the agents present in that department. Also if the admin wants to filter the agents then use the agent’s name initial or full name.

Agent Has Own Account Dashboard

agent account dashboard live chat opencart module

An agent can log in to their account with the user and password given by the admin. On the chat support page, the agent can see all the visitors who requested the chat.

The visitor can select the department to get an answer. The agent will get the chat request who is assigned to the selected department by the visitor.

The agent can accept the visitor chat request and start a conversation. They can share files, links, and emojis with each other. All the chat conversation is visible to the admin, and join the chat at any time.

There is a previous visitor chat list. Admin can change their profile information and password.

 

3. Admin Can Watch Conversation Happening Between Agents And Visitors

admin chat with agent list in live chat opencart

Admin sees a list of visitors who requested the chat or doing chatting with agents. Admin can keep an eye on the conversation happening between agents and visitors just by clicking on the visitor name and a new window will open where all the conversation will display. The conversation page will be updated automatically.

Admin can join the chat and start replying to the visitor directly. Even, an agent is already talking with the visitor.

 

4. Live chat

The chat window is present on the website’s bottom left. Visitors can open this chat window select the department and start the chat. An agent can accept the visitor’s chat request and give a solution to the visitor.

All the requested visitor chats showed on the page and the agent name who is talking with a visitor. There is an option to upload files, and videos into the message by both visitor and agent. An agent can chat with visitors directly from the website admin.

Admin can see all the visitor who is doing a chat with agents and visitor who requested a chat. This is one of the best features to make sure every visitor must get a reply. Also, the admin can check any time is visitor chat history.

 

5. History Of The Visitor Who Talked With Agents

visitor history list opencart live chat module

 

A history of visitors who talked with agents is saved into the database. This way module maintains the list of visitors for the MIS report and analysis.
Information consists of visitor name, email, department, and agent. The visitor name will be the same as entered name while doing the chat. Agents who talk with visitors. The department name will be assigned to an agent.

Visitor information data consist of these fields.

  1. Visitor
  2. Name
  3. Visitor
  4. Email
  5. Department Agent

Filter:

There are three filter options present those are visitor name, email id, department, and agent name. Admin can have a report of the chat history of single or all agents.

 

Display Good On All Screens

The chat window is adaptable according to the screen size of the device. It uses javascript which makes it stick on the bottom of the mobile, tablet, desktop, laptop, and other devices. Messages sent by customers and agents appear instantly on the window.

There is no delay time or lacking during the conversation. Attachments and links are easily accessible.

 

Offline Default Message To Customer

agent offline message on chat window when customer send message

This chat extension has the option to set the default message when agents are not available when customers send the message. It will automatically appear as soon as the customer wrote the message and hit the send button.

It will build the relationship between the customer and the website, as the agent can send an email to the customer with answers asked in the message. Ultimately, the website will see a constant increase in the sale graph.

 

Compatible With the Latest Version of OpenCart And Themes

There are multiple versions of OpenCart present currently. Therefore, this module is created and tested with the latest version i.e. 3.x. It also works fine on 2.x lower version too. Installation is easy and does not change any core files.

If you are using the free or paid theme for your website then this chat extension will show up correctly. If you found any issue, just create a ticket, support member will help you to get it solved.

Conclusion

By talking with customers, the support team can discover customer pain points. The technical team will work on those points to improve products and the sales processes.

OpenCart live chat extension is created by TMD. All the chat history saves on your website and can use for various generating reports to improve the services.

You might be interested in using one page checkout for OpenCart. It saves time and customers can purchase the product with ease.

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