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Articles - Étudiants SUPINFO

A chat system on a website.

Par Bryan DANJOU Publié le 11/06/2019 à 12:10:43 Noter cet article:
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Introduction

From a website, you can communicate directly with Internet users using a chat system. There are several solutions:

  • Chat development

  • Use of paid software

  • Use of free software

For the website of a driving school (Wee Permis), we have opted for a free solution.

The solution used is Smartsupp. With Smartsupp, you can chat with visitors in real time and observe their behaviour on the website. Smartsupp allows you to help Internet users whenever they need help. Their questions can be answered instantly in the discussion box on the website. If similar situations arise, pre-recorded responses and automatic messages can be created and used to save time. Smartsupp proposes to customize the discussion box by modifying the position, texts, colors and image to match the identity of our company.

If no agent is online, you can contact the agency directly by email via the chat box.

Smartsupp is used by more than 58,000 companies, including leading brands such as Microsoft, Skoda, SkyPicker and Conrad. Smartsupp can be set up on any website.

Smartsupp offers three packages, one free and two for a fee.

The three packages have the following features:

  • Dashboard

  • PC/iphone/Android application

  • Visitor Information

  • Plugins for CMS

  • Customizing the chat box

  • Notification with sounds

  • Data security (SSL encryption)

Smartsupp offers a free lifetime solution for an unlimited number of agents. Both Premium packages include advanced features such as group statistics, Google Analytics login, API and more.

Here is a quick comparison between the three solutions:

FREE 8€/Month per Agent 19€/Month per Agent
Chat conversation history FREE Unlimited Unlimited
Automatic Messages
Logging in to Google Analytics
Using the API
Statistics
High-capacity dashboard (More than 300,000 visits to the website)

To integrate Smartsupp's box, simply insert a script into the pages of its website.

Presentation of the dashboard

The Smartsupp dashboard looks like this:

There are three main tabs: Visitors, History and Video Recordings.

The visitors tab allows you to see the users who want to communicate with us and the history tab allows you to see the history of the conversations.

The Video Recordings tab allows you to see the behavior and movement of visitors on your website. You can watch a video with the mouse clicks and movements of each visitor. (This Solution will not be implemented on the Wee Permis Site).

The interface is very simple to use and easy to understand.

Configuring Smartsupp

Agents

First, we will create the different agents. The Wee Permis website has several driving schools. For the moment there are Wee Permis Reims and Wee Permis Valenciennes. So it is necessary to ensure that users who have selected the Reims agency can talk directly with an agent from Reims and the same thing for the Valenciennes agency.

To do this, it is enough to create two agents: Wee Permis Reims and Wee Permis Valenciennes.

Groups

Then its agents are integrated into groups: Reims or Valenciennes. We can have several agents per group. Depending on the agency, it will be sufficient to put the group ID in order to discuss with the good agency agent.

Chat Box

We will therefore move on to the customization of the box, which will be present on the website. So we can choose our colors. For Wee Permis, we have chosen the colours Pink and Blue in order to respect the graphic charter of the website.

You can also choose the logo, texts and buttons. For the Wee Permit School car, we have chosen to put the company logo in order to better integrate the discussion box on the website.

Once the customization of the chat box is complete, we can set it up on our website.

Implementation on the website

To set up the box on our website, simply place this script on the pages of our website, after the tag <body>. This script will display the chat box we just customized.

Then depending on the agency, in order to discuss with the right agency, we add this piece of script on the page of our Reims or Valenciennes agency.

<script>smartsupp('group', 'ID correspondant au groupe'); </script>

On the Wee Permis website, the choice of agency is made thanks to a database (a connection to the agency, in the form of a Session). So just place the IDs in the database and modify the script like this:

<script>smartsupp('group', '<?= $_SESSION['groupe_chat']; ?>'); </script>

Result

Once the configuration is complete, the results can be observed and tests can be performed.

We have therefore chosen the Reims agency, we can see that the box appears at the bottom right. The Online status appears if an agent is connected. Otherwise, the offline status is present.

When opening the box, we are asked for information in order to be able to communicate with the agency.

Once the user has clicked on Start chat, the agent receives a notification on his computer to notify that a user wishes to chat. The agent has the choice of whether or not to accept the discussion. In case of refusal, the user will get a message of the type that the agent is busy at the moment. And so the message will be sent by email. If the agent accepts then he will have this interface:

The agent can see the pages the user has visited and this personal information. From there the agent can discuss with the user. The user will then have the message: Wee Permis Reims has joined the chat.

At the top of the page, we see that the user is on the Reims agency, so he can only chat with a Reims agent.

Conclusion

To conclude, there are free solutions allowing a conversation system from its website. Smartsupp's solution is complete and very easy to use.

By installing a chat on its website, users can easily contact the company without having to go through emails or phone calls.

The platform works on all web browsers (Safari, Opera, Google Chrome, Mozilla Firefox, Edge, etc...) and also on Smartphone (Iphone or Android).

This system is therefore implemented on the website of the Wee Permis Driving School, users and agents are satisfied with this solution.

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