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Visitors are the ones who initiate conversation.
One reason InstantRapport is a valuable tool for help centers is that InstantRapport is a
valuable tool for their visitors. It helps them find information
quickly and it allows them to do so on their terms, and according to
their comfort level. To maintain the visitor's sense of control,
InstantRapport generally only allows visitors, rather than the
contacts, to initiate conversations.
To initiate a conversation the visitor simply clicks on an icon or an image, known as the "invitation to talk." InstantRapport can also be set to
require that the visitor fill out a form - providing some information
about him or herself - if this is the visitor's first conversation at
the help center.
InstantRapport intelligently displays the "invitation to talk," altering the button or icon to reflect contact availability. For
example, if somebody is available to talk, the button can appear in
your usual branded colors. If no one is available to talk the button
can appear grayed out, signaling that a conversation with the help
center is an option, just not right now. In
a case where the "invitation to talk" is included in an e-mail,
InstantRapport ensures the button reflects contact availability right
now rather than what it was when the e-mail was sent.
The
invitation can include details of the contact such as a photo, a brief
profile, or other pertinent details.
This gives your site a more personal touch, and puts an approachable
face to your communications. It also levels the playing field a bit,
since the contact is likely to have some personal information about the
visitor, easily viewable through the InstantRapport contact interface.
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