LivePerson Chat Training Manual

Welcome to LivePerson! Following are detailed instructions on how to use the LivePerson Chat application.

Logging in to LivePerson

When you first open up the application, you will see the login window above. Please enter in the following information:

Site ID: 24631554 User Name: First initial + Last name Password: Your Kana password

After logging in with this password, you will be prompted with a message asking you to restart LivePerson because your privileges have changed. To restart LivePerson simply click File>Exit to close the application and then double-click the LivePerson icon on your desktop to log back in.

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Configure Settings

Once logged in to LivePerson, the next task is to make sure the program settings are correct. Below are instructions on how to configure these settings. Configuring your settings only has to be done once upon your initial login.

Click “File/Settings” Tabs and options that should be selected

o Internet Connection I use a local area network to connect to the internet

o General Enable Away Status

o Chat Auto pop up when incoming call arrives View timestamps for sent and received chat lines Verify ‘Stop chat’ request before stopping chat session Select chat once accepted Translate line breaks into separate messages

o Connection Your internet connection will be automatically detected.

o Sounds Select the option “New visitor entered the site” from the scroll down

menu and make sure that option is Disabled (as shown in picture above)o Design

Do Not Touch

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o Spelling Check the “Enable spell check” box Click Options, and uncheck “Auto Correct”

o Alert Most recent alert view

Click “OK”

Status Dropdown List

Once logged in, you will see the Operator Console. The operator is now logged in, but is currently Away.

Away – You are not available to accept any chats. If all operators are Away at a given time, visitors who go to the site will see a button indicating that all operators are offline and cannot chat, but they will have the option to leave an email message. This message will come into our Kana email system. It is very important not to set yourself on Away. You must always be Online unless you must log off. If so, please go to File>Logout to exit LivePerson.

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Going Online

Begin by selecting “Online Status” from the Status Dropdown List.

Online – Enables you to accept chats. Visitors on the site will see a button indicating that you are online and available to chat. Make sure your speakers are up because you will hear a doorbell sound (ding-dong) and you will also see a flashing Live Person icon in your system tray indicating that a visitor on your site has requested a chat.

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The Back in 5 minutes and Away status should never be used when working in LivePerson. On the site, the button will tell the customer there are no operators available and a window will appear asking them to contact us via email or phone.

Once your status is set to Online, you must now wait for a customer to request a chat.

Visitor Requests a Chat

Visitor will click on the Chat button on the site A Pre-Chat survey will be filled out by the visitor, which you will then be able to view

during the chat Once the visitor submits the survey, you will hear a telephone ring You will also see the LivePerson icon in the system tray flashing. This will alert you that

a visitor is waiting for a chat The Take Chat icon on the top right of the window will blink

In the Visitor’s List, which is the white area below the State menu, you will see the words In Queue with an icon flashing, right below the State field.

You must accept the chat by clicking on the Take Chat button in the upper far left corner on the Chat Traffic toolbar. Clicking the Take Chat button accepts the next chat request waiting in the chat queue. Once you have accepted the chat request, the State of the visitor changes from In Queue to Chatting and the chatting area is displayed. You can now begin your chat.

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Engaged in Chat

Visitor will receive an automatic canned response from Live Person that reads, “Thank you for your interest in Brand Online. My name is _______. How may I assist you?

In the Visitor’s List, the operator will know they are currently involved in a chat because the State field will read Chatting (Arrow A) and under the Operator field they will see their name (Arrow B).

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Automatic Canned Response

The customer submits their questions through a chat window on their end. The operator will be answering questions in the Operator Chat Window using their own expertise and also with Canned Responses that have been entered into the system. The operator will type in their response in the Response Text Field and then click Send.

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BA

Response Text Field

SEND

Operator Chat Window

Canned Response Icon

Canned Responses

Canned responses are pre-scripted phrases entered in by Edward Rosales, our Content Administrator. They are designed to save the operator time and ensure consistent language and information when engaged in chat sessions. To view the Canned Responses available to you, you must do the following:

Below the Visitor’s List, you will see a row filled with icons, the one farthest to the left being the Invite button. The second to last icon on that row is the Canned Response Icon. It should look like a small can, with a comic book dialogue symbol.

Click on that icon Canned Response Window

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A

B

C

D

E

F

G

A Canned Response window will pop-up with all the responses for the brand you are working on. The Canned Responses have been categorized very carefully by topic.

By clicking on the collapse box (Arrow A), you will be able to view all the Canned Responses that correspond to that particular topic. By clicking on Expand All (Arrow B), you will be able to view all the existing Canned Responses we currently have in the system for a specific brand.

To select a canned response, highlight the response you want with your mouse (Arrow C) You should see a preview of the canned response in the text area at the bottom(Arrow D) By clicking on Send, the canned response you selected will be inserted into the Chat

(Arrow E) To make your search for Canned Responses easier, LivePerson has included a Search

option at the very top of this window this window (Arrow G). By entering in the name of the Canned Response you are desire in the Look for: field, LivePerson will perform a search and highlight the Canned Response once it finds it.

How to Push a Page

There are two very simple ways of pushing pages to a customer in LivePerson. One involves using Artist Links, while the other involves the use Hyperlinks. Both options are explained below.

Push Page using Artist LinksWithin the canned response window, you will see a category in the hierarchy entitled Artist Links. Under this category you will see canned responses that contain links to every landing page on your brand site. By selecting one of these artist links and sending it to the customer, the customer will then be able to click on it and view the page the product is on from a new Internet browser window. (Please note that Artist Links will only direct customers to the main landing page of each product section, not the actual single product pages.)

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Artist Links

Push Page using Hyperlinks

Pushing pages using hyperlinks allows customers to click and view the single product pages on your brand sites. This option can be used when a customer needs extra help finding a specific product or when you the Artist feel it’s important to direct the customer to an exact shade or product. To use hyperlinks, you must follow the steps below:

1) Click on the hyperlink icon , which is located above the response text field.

The window below will open up.

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2) In the text field, enter a sentence or phrase that tells the customer to please click here to view the product page. This sentence will appear as a link the customer can click on.

3) Open up an internet browser window and go to the product page. Once there, please highlight and copy the URL.

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4) Go back to the push page window, highlight the http:// and delete from the URL field.

5) Paste the link that was copied from the product page into the URL field.

6) Click OK.

The push page will appear in the chat window.

Spellcheck

LivePerson’s spellcheck function is similar to ones used in “Learn How to Type” programs.Your spelling error is revealed to you as soon as you have completed the word and hit the space bar to move on to the next word. If the word is misspelled, you will know because the word will appear in bold red. You may then go back and correct it, or with your mouse, put the pointer over the word and then right click. This will give you a list of words to choose from.

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Surveys

Throughout the chat three different surveys will be submitted, one from the operator and two from the customer. The first one is the Pre-Chat customer survey which was outlines on page 5. By clicking on the Info tab, you will be able to view what the customer submitted. The Pre-Chat survey information is located in the lower third of the Info window.

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The second survey the customer will submit is the Exit Survey. This survey will be seen by the customer after hitting the close out “X” on their chat window. They will see a new window pop up with a list of questions asking them for feedback about their chatting experience. This survey also gives the customer the option of having a transcript of the chat sent to them via email.

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The last survey that will be submitted is the Operator survey. This survey must be filled out by you after the chat has ended. By clicking on the Survey tab, located to the left of the Info tab, the operator will access a list of questions also pertaining to the chat. An operator survey must be completed for every chat you conduct whether it was closed by you or the customer.

After completing the Operator Survey, the chat is officially over. The operator will know that the chat has ended, even before filling out the Operator Survey, by looking at the status of the chat in the State field of the Visitor’s List. The operator should see the words “Chat Ended”.

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The Visitor’s List:

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This icon will only be seen if the customer has not deleted the internet browser cookies from their computer. If the cookies have been deleted (and it is a repeat visitor) you will not see this icon.

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This column shows the live site the customer is browsing at the moment.

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LivePerson Troubleshooting

Steps to install new version of LivePerson

To install a newer version of Timpani LivePerson please perform the following:

1) Open the LivePerson application2) From the top menu click Timpani > Update Timpani...3) This will inform you that a new version is available. Please click Next to proceed and then Finish.4) In the installation screen, please click Next all the way through. When prompted that Timpani is running in the background and asked if you would like to terminate now, please click Yes.5) After it has been installed, please click finish.6) Open LivePerson and reconfigure your settings.

Take Chat Icon Disappears

If you cannot see the Take Chat or Next Response icons in your LivePerson chat window, please follow the directions below: Once you install the update and login for the first time, you might see a message explaining that your privileges have changed and that you must restart LivePerson.  If you do see this message, please click OK and then do the following: 1) At the very top of the window, click File>Exit2)  Re-open Timpani and log in. The Take Chat icon should be there.

If the method above does not work, please perform the following:

1) Login to LivePerson2) At the very top of the window, click View>Main Toolbar. Doing so will place a

check next to the Main Toolbar option, which will allow you to see the following icons:

a. Take Chatb. Next Responsec. Invited. Engage

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Spellcheck - Misspelled words not bolded red

We now have the option of automatically fixing the misspelled words.  When Auto Correct is checked, and a word is misspelled, LivePerson automatically corrects the misspelled word.  We obviously do not want that option.  To remove Auto Correct, please go to File/Settings/Spellcheck and click on the Options tab.  In that Options window, please uncheck the box that reads Auto Correct and click OK.  With Auto Correct unchecked, the next time you misspell a word you will see it in red.

If you have any further questions, please feel free to contact Alex Natera via email (anatera@estee.com) or via telephone (646)-602-7671. If it is after business hours (9am-5pm EST) please contact the LivePerson Help Desk via phone at (866)-433-3071. This is a toll-free number.

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