WEBVTT 00:00.080 --> 00:00.470 Okay. 00:00.470 --> 00:03.920 Welcome back to part two of setting up live chat. 00:03.920 --> 00:09.290 And of course, at the end of the last lecture, I left you looking at this page, which is the dashboard. 00:09.290 --> 00:12.920 Now, in a moment we're actually going to start creating your first live chat. 00:12.920 --> 00:17.720 But before we do, you will remember that I've emphasized a couple of times that we want to make use 00:17.720 --> 00:23.300 of video completely for free, but you might also have noticed something like this up in the top right 00:23.300 --> 00:29.300 hand corner where it says, I've got seven days left in my full featured trial and then prompting me 00:29.300 --> 00:30.410 for an upgrade. 00:30.410 --> 00:35.270 Now we don't want to use the full featured trial because we only need the free version. 00:35.270 --> 00:41.210 So to ensure that we're using the free forever version, come over here to AC usage and plan. 00:41.210 --> 00:43.700 Click on the little arrow and towards the bottom. 00:43.700 --> 00:45.230 You should see something like this. 00:45.230 --> 00:49.130 To downgrade your account to the free version, click here. 00:49.130 --> 00:52.850 I click on click here and then I click on downgrade. 00:52.850 --> 00:55.940 And now we can use video for free forever. 00:55.940 --> 01:00.470 And so first up what I want you to do is to come all the way down to the bottom left hand corner here 01:00.470 --> 01:01.790 where you see settings. 01:01.790 --> 01:02.930 Click on settings. 01:02.930 --> 01:07.940 And then in this long menu here click on installation where you can see this. 01:07.940 --> 01:11.180 The widget is currently not visible to your customers. 01:11.180 --> 01:15.410 Follow the steps below to enable live chat for your visitors. 01:15.410 --> 01:19.460 So step one we need to go to the Shopify Theme Editor. 01:19.460 --> 01:23.750 And it's made it really easy because all we need to do is to click on this little button where it opens 01:23.750 --> 01:24.770 up the theme editor. 01:24.770 --> 01:30.140 You see video chat here, and just make sure that this little slider is on the right hand side. 01:30.140 --> 01:32.540 And then come over here and click on save. 01:32.960 --> 01:38.690 And then go back to video, where now all we have to do is to actually go to our website to make sure 01:38.690 --> 01:41.300 that we can see live chat set up. 01:41.300 --> 01:46.730 So clicking on go to your website, it opens up my store and I draw your attention down here to the 01:46.730 --> 01:50.570 bottom right hand corner because you can now see chat with us. 01:50.570 --> 01:56.750 And that means you've now set up live chat on your store completely for free forever. 01:56.750 --> 01:59.570 And when I click on this, it opens up the message box. 01:59.570 --> 02:02.120 So I hope you would agree that that is super cool. 02:02.120 --> 02:07.010 So now what I'd like to do is to show you what it's actually going to be like to chat with a visitor 02:07.010 --> 02:08.000 to your store. 02:08.000 --> 02:10.970 And so in the message box here, I'm going to write this. 02:10.970 --> 02:12.470 Hi, I love your products. 02:12.470 --> 02:14.360 Which leash would you recommend. 02:14.360 --> 02:16.160 And then click on send. 02:16.340 --> 02:19.760 And then by default it's going to ask me for my email address. 02:19.760 --> 02:25.100 And we'll get into this in a little bit more detail in a future lecture, because video is also a fantastic 02:25.100 --> 02:26.810 way of collecting emails. 02:26.810 --> 02:32.900 But for the moment, I'm simply going to enter my address, which is Tim at E-commerce mindset.com and 02:32.900 --> 02:34.580 then click on send. 02:35.120 --> 02:39.200 So now the message has been sent, which means we now want to know two things. 02:39.200 --> 02:41.600 First thing where did that message go. 02:41.600 --> 02:43.760 And secondly how can we reply. 02:43.760 --> 02:45.710 So first off where did it go. 02:45.710 --> 02:47.810 Well let's go back to the video. 02:47.900 --> 02:51.170 And you might have actually heard a little notification bell there. 02:51.170 --> 02:56.720 But nevertheless what I want to draw your attention to is this part over here, the inbox. 02:56.720 --> 02:59.210 And you can see that there's a little one. 02:59.210 --> 03:04.610 And if I click on this it opens up this menu where we have live conversations, which of course is what 03:04.610 --> 03:05.570 we're doing right now. 03:05.570 --> 03:09.350 And at the moment there is one unassigned live conversation. 03:09.350 --> 03:10.760 So let's click on this. 03:10.760 --> 03:15.890 And here is the conversation itself from Tim at E-commerce mindset.com. 03:15.890 --> 03:18.050 And it says, hi I love your products. 03:18.050 --> 03:19.670 Which leash would you recommend. 03:19.670 --> 03:21.380 So that's where the message went. 03:21.380 --> 03:22.910 But how do we reply to it. 03:22.910 --> 03:25.730 Well of course we click on Join Conversation. 03:25.730 --> 03:28.490 And now I can simply type a message to respond. 03:28.490 --> 03:34.160 Where I'm going to write our jog with your dog leash is a best seller, but what sort of dog do you 03:34.160 --> 03:34.760 have? 03:34.760 --> 03:40.160 And then click on reply and then going back to the site as if I were the visitor. 03:40.160 --> 03:46.670 Of course, I've now received the message where I'm going to respond by writing I have a Labrador clicking 03:46.670 --> 03:50.720 on send, going back to the video and here is the response. 03:50.720 --> 03:56.690 And with that, I'm sure you can see how simple and straightforward it is to offer live chat to all 03:56.690 --> 04:00.470 of your visitors and massively improve your customer service. 04:00.470 --> 04:05.390 So now that we've got live chat set up, the next thing we want to make sure is that when somebody does 04:05.390 --> 04:08.150 send us a message that we are properly notified. 04:08.150 --> 04:13.220 After all, we're not going to be spending all day sitting in front of this screen waiting for customers 04:13.220 --> 04:14.480 to send us messages. 04:14.480 --> 04:17.270 So how can we make sure that we are properly notified? 04:17.270 --> 04:22.010 Well, the first way is with a gentle notification bell, which of course you've heard now and again 04:22.010 --> 04:23.750 while I've been going through this lecture. 04:23.750 --> 04:30.440 And those little sounds are referred to by Titiyo as web notifications and to control web notifications, 04:30.440 --> 04:34.460 come down to the settings and then to notifications. 04:34.460 --> 04:40.010 And here you can see that for a new message, I could be notified by email, which I'll come back to 04:40.040 --> 04:43.100 in a moment, but also by a web notification. 04:43.100 --> 04:45.740 And that I also have a selection of sounds. 04:45.740 --> 04:47.540 But right now it's a dong. 04:47.810 --> 04:52.010 So all of that is great as long as we are in front of our computers. 04:52.010 --> 04:56.780 But of course there are going to be periods of time when you're offline, for example, when you're 04:56.780 --> 04:57.530 asleep. 04:57.530 --> 04:59.780 And don't forget your store is open 24. 05:00.040 --> 05:05.170 Seven across the world, and that means that people could be sending you chat messages at any point 05:05.170 --> 05:05.800 in time. 05:05.800 --> 05:07.480 So how can we manage that? 05:07.480 --> 05:12.070 Well, that's where email comes in and I draw your attention to this down the bottom here where you 05:12.070 --> 05:18.370 see forward email notifications and it says to receive email notifications to a private email, add 05:18.370 --> 05:19.060 it below. 05:19.060 --> 05:24.640 You will be notified every time someone sends a chat message when all operators are offline. 05:24.640 --> 05:29.920 And so to make that happen, what I need to do is to enable this and then put in the email, which of 05:29.920 --> 05:33.880 course is going to be info at best bargains.com. 05:33.880 --> 05:39.610 So now when I'm offline, when I'm asleep and somebody sends me a chat message, it will go straight 05:39.610 --> 05:40.660 to my email. 05:40.660 --> 05:45.730 And then when I wake up in the morning, I'll be able to check my email and respond to the chat message 05:45.730 --> 05:46.690 that was sent. 05:46.690 --> 05:49.060 Now, it might not just be when you're asleep. 05:49.060 --> 05:53.620 You might also decide that you're going to take the weekends off, for example, or maybe sometime during 05:53.620 --> 05:58.480 the week, in which case you can control all of this via the operating hours. 05:58.480 --> 06:03.910 And if I click on operating hours and enable them by sliding over this little slider thing where you 06:03.910 --> 06:11.680 can see that by default, live chat is available from 7:30 a.m. to 5:15 p.m. throughout the week, except 06:11.680 --> 06:14.110 for the weekend where I'm going to be offline. 06:14.110 --> 06:19.210 Now, of course, you can very easily change this, for example by simply sliding this little bar around 06:19.210 --> 06:20.470 to change the times. 06:20.470 --> 06:25.300 Now, of course, it's entirely up to you how you want to set this up, but the point is that between 06:25.300 --> 06:30.580 the web notifications and email, you can be sure that you're not going to miss any of the chat messages 06:30.580 --> 06:31.510 that you are sent. 06:31.510 --> 06:36.040 And then, just for completeness, because you might be wondering, well, if I am offline, what are 06:36.040 --> 06:37.420 my visitors going to see? 06:37.420 --> 06:44.200 Well, you can control that by coming up here to appearance and then scrolling down to Widget Visibility. 06:44.200 --> 06:46.030 Open up widget visibility. 06:46.030 --> 06:49.630 And here is the offline message, which of course you can edit. 06:49.630 --> 06:52.330 But at the moment it says we're currently unavailable. 06:52.330 --> 06:55.780 We'll get back to you when one of our operators is able to respond. 06:55.780 --> 06:59.140 Please provide your email address so that we can get in touch with you. 06:59.140 --> 07:03.970 And then over here on the right hand side, you can actually see how that looks in action. 07:03.970 --> 07:05.620 So really congratulations. 07:05.620 --> 07:08.080 If you've now set up live chat on your store. 07:08.080 --> 07:13.990 And just to say, because I've no doubt you've noticed there's an awful lot of functionality to video 07:13.990 --> 07:18.580 and we are going to be using more of it later on in the course, because I'm going to be showing you 07:18.580 --> 07:23.260 how we can also use video to convert our visitors into actual sales. 07:23.260 --> 07:28.780 But right now, I just wanted to keep you focused by only showing you the parts that you need to set 07:28.780 --> 07:28.990 up. 07:28.990 --> 07:34.120 Live chat, which I hope you would agree is a really fantastic addition to your store.