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Initiate a chat with a customer at the Web site
Sometimes you may want to contact a customer even if the customer has not asked for help. For example, if the Monitoring tab shows that a particular customer has spent several minutes on the checkout Web page, you might want to contact the customer and offer the assistance, assuming this feature is properly configured.
You can initiate contact with the customer by sending a chat message to ask if the customer needs assistance. At this time, the customer status changes to "thinking." A session begins when the customer responds by clicking Yes. If the customer responded by clicking No, the customer status returns to a blank.
To contact a customer who has not requested help:
Procedure
- Make sure you are on the Monitoring tab.
- Select the customer's name in the All store customer list.
- Click the chat button beneath the list of customer names. A small chat window displays on the screen.
- Type a message and click Send or press Enter. A window with an explanatory message appears on the customer's computer screen.
- If the customer decides to join the session with you, the name and chat message appear in the customer's chat window. A session begins in the Session tab. Proceed to Step 5.
- If the customer does not respond or decides not to join the session, we will not be able to engage in a chat session with the customer.
- Click the Session tab to continue the session.
Related concepts
Related tasks
View the list of customers at the Web site