Cyrious Online integrates with one of the leading online chat clients designed for eCommerce - Olark by Habla. Click here to learn more about Olark.
Olark chat client
Enabling Olark in Cyrious Online is fast and easy! Click on the Settings button on the toolbar, and find the option Set up Online Chat for your Customers under the section: Your Business Information.
setup_your_online_chat.png_width600
Click that link to take you to the Olark Chat Setup page.
enabling_olark_chat.png_width600
If you have not already subscribed to Olark, click the link to navigate to https://www.olark.com/?r=y9n5z1ch. When you have subscribed, enter your Site-ID in the appropriate box. You Site-ID can be found in the Olark settings pages, under Installation.
Once you have enabled Olark, newly arriving customers will automatically be greeted by your Olark chat, based on your configuration settings. (See below.)
Configuring Olark Chat Client is done in Settings of the Olark management console.
customize_the_appearance_of_your_olark_chat_box.png_width600
There are options to change the look and feel of the box, how to handle times when no one at your business is online, how to route requests, etc. There are even options for handling Google Analytics via Olark!
A chat client for your employees is not built in to Cyrious Online. If a browser-based chat client is desired, the operator can utilize Olark’s web version at https://chat.olark.com/. You can easily access this within Cyrious Online by clicking on the down-arrow next to your user name.
open_chat_client.png_width200 opensolark_chat.png_width600
Some employees may want to use a desktop chat application on their computer, or a mobile chat application on their phone. Any chat client supported by Olark will work, which includes any chat client that support XMPP or Jabber. A list of chat clients that Olark supports can be found here.
The following information about the user, if known, is displayed.
The following information is displayed on every page change:
Questions:
Is Cyrious Online chat support a fee-based service?
**A**: Cyrious Online chat support is brought to you by a partnership between Cyrious Software and Habla, makers of the Olark Chat client. In order to provide chat support to your customers, you must have an active, paid Olark account with Habla. Cyrious does not charge for the integration of the Olark chat feature into your Cyrious Online storefront.
Can I use the free version of Olark chat?
**A**: No, the free version of Olark is not suitable for integration into applications. You may use any level of the paid versions of Olark chat.
How do I set up and use the Olark chat?
**A**: Olark has a handy users guide you can download [[https://www.olark.com/download/handbook-en-US.pdf?download|here]].
What will my customers see? How does the chat client window work?
**A**: Your customers will see a small box in the bottom right-hand corner of your online storefront that displays a message ("Chat with Cyrious Online"). By selecting this small box, a chat client window will appear and allow them to type their question into the window. You or a colleague will receive the question on a chat client and be able to respond immediately. If no-one is logged in, Olark allows you to hide the chat box or revert to emailing the message instead.
What do I need to install to use this?
**A**: You can run your side of the chat by opening any browser and navigating to . However, in practice you will probably want to use separate chat client that runs on your desktop to talk with your customers. This way, you can be notified of their question even when you are not in storefront yourself. There are several chat clients that work with Olark's chat client (iChat, GTalk, Adium, IMO.im, etc.).
Can I customize the appearance and behavior of the chat client window?
**A**: Yes, Olark supports customizing the appearance and position of the chat window at certain levels. Open your Olark management console at www.olark.com for more details.
Will Cyrious assist in the customization and implementation of chat elements specific to my storefront?
**A**: No. If you want to customize the chat window, you will need to find your own web-wizard to help you. (It really isn't that hard, trust us.)
Can I disengage the support chat function once it has been configured?
**A**: Yes, an administrator may de-select the "Enable Cyrious Online chat support" checkbox at any time. Disengaging the chat support function of Cyrious Online however WILL NOT cancel your account with Olark. You are responsible for cancelling the Olark account separately.
Can I track operator performance and customer satisfaction?
**A**: A "reports" feature comes standard with the paid Olark plans. These reports display information such as number of chats per hour, chats per operator per hour, the periods of heavy chat-load, transcripts of all chat sessions and other information. Utilizing this information will allow you to gauge the effectiveness and performance of your support team. It is available in the "My Account" section of the Olark website.
Is it skinnable?
**A**: Yes, the professional/upscale premium version is SUPER flexible (though the default theme is conveniently an appropriate blue, uses the appropriate font, etc.). There are a variety of standard themes, seasonal themes, etc. It's also possible to alter the dimensions of the window, its placement, etc.
Does it tell me who the customer is?
**A**: If the customer is logged in, you are shown the users name and company. If they are not logged in, only the storefront they are on is identified. If the user is not logged in, you can [optionally] require him or her to enter a name and email address (and/or other information) within the Settings page in your Olark login.
How do we know how the chat is being used?
**A**: There's a reports feature that comes standard with Premium plans. These reports display information like chats per hour, a breakdown of chats by time of day, the chats per operator per hour, the periods of heavy chat-load, etc. You can even download the transcripts or have them automatically emailed to you.
Can I split my incoming chat requests based on the storefront?
**A**: Yes, but this is done in Olark not in Cyrious Online. Olark supports [[http://www.olark.com/customer/portal/articles/1028721-operator-groups|Operator Groups]] and rules that can divide the chat requests by URL. Since each website has a different prefix, you can map incoming requests that way. Cool!
14. How do I cancel?
**A**: To cancel you will want to do two things. First, cancel your Olark subscription with Olark [[https://www.olark.com/billing|on their website]]. Second, disable Olark in Cyrious Online so that it no longer shows the chat window. This is under Settings | Set up Online Chat for your Customers.