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Real-time Online Chat for Customers

Matt Gonzales
$organization

This may not technically be a Tessitura thing, but I was wondering if anyone makes use of online, real-time chat on their website for assisting customers with questions?

If so, would you have any pros and cons to offer for companies considering such a thing?

Thanks in advance, Tessiturians.

Bonus Trivia Nosh:  The world's biggest frog is bigger than the world's smallest antelope.

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  • $organization
    I moved us over to the Openfire platform using the Fastpath webchat plugin about a year ago and it's been great.

    There are no seat limits, the server and client will run on whatever platform you like, it supports both internal IM as well as the web-chat so you can kill two birds with one stone if you like (we are) and it has very nice features such as filtering (example: I use a regular expression to filter out and block any attempts to send a credit card number via chat), canned responses, supervisor monitoring, etc….and the price is right (FREE!)

    http://www.igniterealtime.org/
    Nathan Campbell
    Manager of Support and Systems Analysis
    Dallas Symphony Orchestra
    Morton H. Meyerson Symphony Center
    Schlegel Administrative Suites
    2301 Flora Street
    Dallas, Texas 75201

    214-871-4026 - phone
    214-871-1218 – fax

    n.campbell@dalsym.com
    www.dallassymphony.com

    [cid:ACEAFB37-DE38-4792-974A-E676A67EB5F0]


    From: Tim Fennell >
    Reply-To: Tessitura Marketing Forum >
    Date: Fri, 2 Dec 2011 13:25:36 -0600
    To: Nathan Campbell >
    Subject: Re: [Tessitura Marketing Forum] Real-time Online Chat for Customers


    We are looking into live chat as a possible feature of our website/box office services. Any thoughts on what the best option is?

    I did a quick chat with someone at live person and they told me it's $109 per seat for our organization (I'm not sure what their rate structure looks like.

    I would love to hear if anyone is finding that Liveperson or even a free Live Chat system is worth the time and effort.

    Does it pay off? Do Customers use it or like it?

    Thanks,

    Tim
    From: Nathan Campbell >
    Sent: 7/25/2010 9:25:56 PM

    We are currently using LivePerson which is a commercial product but that contract is up in December - I have a server staged and ready to go running OpenFire / Spark - it is a free / open platform that has a website chat plugin and can also be used to host internal IM as well. it can run on any database engine - I'm using it with MSSQL.



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  • $organization in reply to Nathan Campbell

    Nathan, 

    Are you still using Fastpath?

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