Live support: A magento 2 addon of Multi Vendor Marketplace

Live Support: A Magento2 Addon Of Multi Vendor Marketplace

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With the rapid growth in e-commerce, attracting and keeping your customers engaged on your website has become an onerous challenge. While shopping online, the majority of customers require someone’s assistance in resolving their queries about an item or it’s purchase in real time with exactitude.

In order to create a supportive shopping environment for the customers, CedCommerce has developed Live Support Addon which provides them with immediate access to human assistance. Live Support not only makes the shopping experience fluent for your customers but provides live assistance to your vendors as well.

Apart from immediately solving customer’s queries, it increases efficiency by allowing live support representatives to entertain multiple users simultaneously and increase sales by eliminating bounce away from retail websites and ensure that full shopping carts make it through check out.

How does it work?

Step 1:

After installation, a separate login section will appear on your website for live support representatives as “TeamMemberLogin”, where existing team members can log in or new ones can create an account.

magento live support

Step 2:

A new option “TEAM MEMBER” will be added to the admin panel menu, where you can manage your team members and chat with them as well.

magento live support

Step 3:

Under manage team member section, you will a get a complete list of all the users who have created an account for Team Member. From here you can either approve or disapprove them as your live support representative.

magento live support

Step 4:

Under chat section, you can have a conversation with any of your Team Members and send them an offline message as well. All your conversation are stored and can be accessed at any time.

magento live support

Step 5:

Only after admin approval, Team Members can log in to the website, where they can chat with admin, customers, and vendors.

magento live support

Step 6:

Customers can chat with the Team Members by logging into their account and clicking on the “Chat with CS Team” option in the left sidebar.

Step 7:

From here customers can chat with any Team Members or send them a message regarding their query.

magento live support

Step 8:

Vendors can chat with the customer service team from their vendor panel by clicking on “Chat With Team Member” option from the menu.

magento live support

Step 9:

Admin can set whether his approval will be required or not for adding new Team Members and can also enable/disable this module.

magento live support

Live Support is an essential requirement for an e-commerce website because it not only provides solutions to customer’s queries but it does so in real-time giving your customers a smoother shopping experience without making them wait for an e-mail or hold a phone call. It will improve your sales by creating a better customer relationship giving you an edge over the competition and that too in a cost-effective way.