How it works
When you purchase a Dealer2Consumer (D2C) package, a
Live Help! icon will appear in all your ‘for sale’ and ‘wanted’ listings.
Anybody visiting DOTmed’s website, registered or not, can then chat with you through Live Help!
If Live Help! is not manned at your end (you're offline), visitors to DOTmed can contact you by email.
You also have the option of installing Live Help! on your website, which will be powered by DOTmed – please see Live Help! on Your Website below for more information.
This is how it looks on your listings
This is how it looks on your website
Authorizing Employees to be Customer Service Reps
To make it easy for you to have Live Help active all the time, any employee can be authorized to be a Customer Service (CS) Representative.
Only one person can be your CS Rep at a time.
To authorize employees to be a CS Rep, go to your Virtual Trade Show Booth, click on “Edit My Booth” then under “Action Links” click “Add Employees to your Booth and Live Help! Customer Service Team.” Use the check box to select as many people as you want to be Customer Service Reps. If you don’t see the name of an employee, Contact Us.
These CS Reps will have an abbreviated “Elite Package” tab with just two options, Log-in to Live Help! and History.
Logging on to Live Help!
Go to "My DOTmed" > "Elite Package" > "Live Help." When you click on it, that will launch the Live Help”! window and you are ready to start chatting. If a fellow employee is currently the CS Rep, that person has to log-out first.
Seeing Who Is Your Customer Service Rep
To see which of your employees is currently online, go to "My DOTmed" > your Elite Package tab, and click on "Live Help! Status."
The Live Help! Greeting
Your company name is automatically displayed, along with the name of your employee currently acting as your Customer Service Rep.
Using Live Help!
When a customer clicks on
Live Help!, a window will automatically open on their computer. When they type their first message, a window will open on your computer screen, and that starts the session. You and the customer can converse for as long as necessary. When the customer has logged off, you can hit the 'x' next to his name in your roster to close the message box. A record of every conversation is kept, should you need it.
You can have a maximum of two chat windows open at one time; switching between them is easy. If a third customer should contact you while two conversations are going on, they will see this message: "Live Help! has reached its capacity at the moment, please contact us by email or try again soon."
Installing Live Help! on Your Website
If you install
Live Help! on your website, your CS Rep logged-on to DOTmed will automatically be your CS Rep on your website. To visitors on your website,
Live Help! will look and feel like you own it. Note: if no one from your company is logged-on to DOTmed, your website Live Help! will be offline.
When a Live Help! conversation starts, you will be notified if the customer is coming from DOTmed or from your website.
To install Live Help!, go to "My DOTmed" > "Elite Package" and click on "Add Live Help! to Your Website." Copy the code and paste it into a email and send it to your webmaster.
Live Help! Etiquette
Training your employees to be Live Help Customer Service Representatives is easy. Common sense is the rule. Be courteous, polite, and patient. Steer clear of conflicts. If your Rep feels he or she can’t answer a question on the spot, tell them to ask for the customer’s email so they can email the answer to the customer when they get it.
Here’s a link to one Live Chat Etiquette website you will find useful; you can find many more with a Google search: http://www.livechatinc.com/blog/2012/09/live-chat-etiquette/
Getting Help with Live Help!
If you have technical questions, you can contact DOTmed Customer Service through our
Live Help! chat window, or call 212-742-1200 x 298, or
contact us.
