Enhancements to Live Chat visitor experience and branding

iCarol August 31, 2023 iCarol, iCarol Features, Enhancements, and Updates

Contained in our release of version 3.87 of iCarol we have loads of enhancements across different areas. Stay tuned for more, and save the date for our next Enhancement Review Webinar tentatively scheduled for Wednesday, September 27 at 2pm Eastern (registration opening soon) to learn about all of them.

For today, though, we wanted to share one big and exciting upgrade to our Messaging services — several items that enhance and improve the experience for your Live Chat visitors who are using mobile devices, as well as tools that allow you to further configure the overall branding and appearance of your Live Chat service on your website.

What’s New?

Chat widget

Traditionally, your iCarol Live Chat invited someone to chat with you using an image embedded into one of your web pages that, when clicked, took the visitor to an iCarol-hosted registration page and the visitor held a chat conversation in an entirely different window outside of your website.

The option to have that workflow remains, however now you can choose to have your chat appear in what we’ve come to recognize as a more typical and modern chat workflow, by offering an icon and option to start a chat from the bottom right of your website as pictured here:

Once opened, the chat widget presents your optional pre-registration questions to the visitor. When those are entered and submitted by the visitor, the chat comes through to your iCarol Messaging queue as it has in the past. Then once the conversation is accepted by your volunteer, staff member or counselor, they’ll handle the conversation within iCarol as they always have, meanwhile the chat visitor will continue to use the widget. Perhaps best of all, this widget is even more mobile friendly to better accommodate your website visitors using devices such as smartphones or tablets to visit your website and begin a chat with your organization.

Chat Widget Configuration

Along with our new widget option is the ability to configure the widget to blend in with your website, matching your color scheme and branding. This includes:

• Uploading a logo
• Enabling Safe Exit and assigning the exit website
• Setting background colors
• Selecting font types and colors

We hope you and your website visitors enjoy these new options. We think that your website visitors will enjoy the ease of use and intuitive style of the chat widget, along with how nicely and seamlessly it blends into your site!

The new settings can be found within the Messaging module of your iCarol system and is accessibly by Admins and others with the appropriate security permissions. Please visit the iCarol Help Center to look through our new knowledge base article about these settings and tips on how to use them. If you need additional assistance, you are always welcome to reach out to our Support Team during their normal hours of operation by opening a ticket, sending an email, or starting a chat with them from the Help Center.

iCarol offers 50% off setup costs for SMS/Texting and Live Chat

iCarol August 8, 2023 iCarol, iCarol Features, Enhancements, and Updates, Industry News

All the data shows that it is critical for your organization to offer consumers more ways to reach you than just by phone. Phone calls are declining in popularity and offering SMS/Texting and Live Chat to connect with your services is crucial if you want to reach everyone in need, stay relevant, and help more people.

For a limited time, you can add a first or additional Live Chat or SMS/Text Portal to your iCarol system and save 50% off the usual setup costs!

When you integrate these important channels into their iCarol system, you can:

• Reach populations of people who either can’t or prefer not to make phone calls
• Build rapport and trust by offering a more private way for someone to share their story
• Streamline data collection and reporting to include Live Chat/Text
• Have complete control over Online/Offline times using your iCarol shift schedule
• Access additional reporting on SMS/Text such as offline texts received and overall usage
• Plug resource and referral information from your database into the messaging conversation
• Triage Live Chat conversations using pre-conversation survey data
• Use pre and post conversation information to measure your impact
• And much, much more!

This offer is only valid for a limited time — If you haven’t checked out iCarol’s Messaging tools in awhile, now is the time! We have exciting new enhancements coming to Messaging at the end of this month so stay tuned for more information! Also check out these resources to learn more about iCarol Messaging:

Watch Our Video   FAQ