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Live Help for Free Crafty Syntax Open Source Live Help System

Crafty Syntax is a Free Live Help System

by Rick Hendershot, Linknet Network

Crafty Syntax Live Help is an open source "Live Monitoring and Help System". It is a utility that lets your web visitors chat with you about your products or services by opening a chat window. It also has powerful traffic monitoring tools that tell you how many visitors have come to each properly coded page, and where they have come from.

Features include:

- Unlimited operators, departments, and users

- Live Chat with visitors on your site in real time

- Proactive chat invites (when monitoring site visitors)

- Typing Preview to see what is being typed as it is being typed

- Chat Transcripts and Logging

- Page and referer Tracking

- Canned Messages for automating responses

In other words, this script will give you a live report of who is visiting your site and where they have come from. It will log this information and graph it so you can compare traffic over different time periods. And you can talk "Live" to site visitors either by initiating a chat session or in response to your visitor initiating a session.

There are lots of other Live Help services that you can subscribe to, but this appears to be one of the best low cost alternatives if you want to host your own service. The advantages of hosting your own are

- you can configure it (within the limitations of the script) just the way you want it

- you can run it on any number of sites and any number of pages. Each Live Help system can be run as a seperate installation, or your can Live Help to a number of different domains and different servers from the same installation.

- it is "free", although you will be asked on a regular basis for donations to help the cause.

The major disadvantage is that you will have to set it up and configure it on your server. Crafty Syntax will run using a text based data base that does not require MySQL, but the documentation says it will run considerably more efficiently if you use MySQL. Setting up a MySQL db is always a challenge unless you are doing it on a regular basis.

When I initially set up Crafty Syntax I used one installation to monitor four different websites each running on a different host. This worked very well, except for the fact that the reporting tools (at least in the version I used) do not give you traffic and referral information by domain. What you see are traffic/referrals for individual pages, all arranged from most often visited to least often visited.

The actual "Chat" funtion is almost of secondary importance since I found that very few people were interested in asking "live" questions. This is probably why Live Help systems on sites with low to moderate traffic are not monitored regularly and are usually "offline" -- because it is a nuisance monitoring something that rarely gets used. When the system is offline, clicking on the "live help" button brings up an email window that lets you "Leave a message for one of our operators". For most services this is probably almost as efficient as a "live" response.

I also found that the "chat" function of Crafty Syntax was fairly difficult to configure, and when configured did not work all that well. On a couple of occasions the connection went down before the conversation came to an end -- always a real confidence booster when it comes to dealing with prospective clients.

Inevitably we just stopped monitoring the chat utility and just reverted to using Crafty Syntax as a traffic monitoring utility. That is probably enough justification to install this program because, with the reservations noted above, the traffic monitoring features are quite flexible and very useful. To activate the utility on each page you will need to install a properly linked chunk of java script. Normally this will make your default "Live Help" graphic visible to your site visitors. But you can also make it an invisible graphic if you just want to use it to monitor traffic.

Crafty Syntax Live Help is available free from the Crafty Syntax website.

Rick Hendershot publishes the Linknet Marketing Resource Library.

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Web Tools
Web Utilities
Free Web Tools
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Linknet Pages on
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Linknet Articles