Web Site is Now Open for Business!

The Live Support web site enhancement is now installed, up and running (please report any bugs). This is an exciting opportunity to communicate with web site visitors as they move around the web site. Here's the way it works. We set up "Departments" in the software which are the 6 Developments. Within that, we were able to assign each Agent to any Development in which you are trained. Bruce has selected the starting assignments. If you are not knowledgeable on a Development, we do not want you to stumble through a chat session. Site Visitors have the ability to "rate" the Live Support experience (and your helpfulness), so when you are in chat, if you do not know an answer, call someone, do whatever it takes to get the answer--if at all possible.

Think of this software as Bruce providing you with an online Site Agent office--and the Web Site is the showroom. When you arrive at the plat on your scheduled day, LOG IN! The software is your eyes and ears to activity there. About 40 people a day will walk through the door, and it literally sounds like a doorbell when they enter our Domain. We can track where they came from, and watch as they move around to different pages on the site. If they initate chat, there is a 45 second time out before they are offered to leave a message. Chat transcripts are automatically emailed to the Visitor, and the software saves all transcripts. If you initiate chat, here's what you need to know.

  • Visitor has NO Pop-up blocker:
    "Invitation to Chat" popup appears inviting them to chat with a [ Dev Name ] Site Agent.

  • Visitor HAS Pop-up blocker:
    An image is scrolled across the top of page, it says:
    ...."CHAT WITH US LIVE, NOW - CLICK HERE..."

Try it, you'll see.

It's possible for the chat icon to show Offline on one development and Online on another, because the person Online is not assigned to the other Development. Please do not initiate chat in a Development other than what assigned. The software allows us to add you to more Developments as you cross-train. You have the capability of seeing who else is concurrently monitoring the site. You will have the ability to contact other monitoring Site Agents directly through the software. You can "pass" a chat to another Site Agent without disconnecting the Visitor. You can "push" web pages onto a Visitors browser and cause a web page to appear on their screen--good for sending the Google Map links where each Development's destination address is pre-entered to get perfect directions.

Also of interest is I have added a few "canned" text messages to get you started. As you explore the features and learn the software you will find where to create more personal greetings. I have preloaded the Google Map Links so when you learn how, you can push the Google Map Links to their browser.

There are even more features than this, so let's move on to the Live Support experience. First, go to the web site and see it from the client side: http://www.homesnwinc.com.

Go to Cypress, Melinda graciously helped me test the software and will be "Online." Bryan has also been online at Hawthorne and is doing great with it. I will also be "Online" monitoring all day. Since I am not a licensed agent, If someone asks questions about homes, I'll "pass" the chat to someone assigned to that Development or take a message. It might be a good idea for site managers to check the transcripts of any chats that transpired in your absence until we get a good system in place. When you see how it works from the client side, it's time to start chatting with Site Visitors yourself.

1) WEB BASED ACCESS

Log in to our server and launch the Live Support "Operator Console" from any computer in the world. Note there is a permanent Log in link on this page--the top left corner "Log in" link goes to the software.

Site Agent Log in:
http://homesnwinc.com/chat/web/lystad/

You will need a username and password to Log in. This link is also available on the HOME PAGE of Bruce's web site - lower left corner.

2) INSTALL A TINY PROGRAM

Runs in the system tray by the clock.

Secure File Share Link to get it:
Windows Application for Live Support
With this tiny application, there is no need to keep a browser open and--and this keeps a running tally of the number of visitors on the site.
I guarantee it to be virus free.


There is a small learning curve to becoming comfortable with Live Support. It's easy to use once you understand what's going on and learn your way around.

PLEASE NOTE: When logged in, the Web Site Icon says "ONLINE". The 45 second "time-out" means if you walk away from the computer and don't hear the "Phone Ringing" then a potential buyer could be left hanging when it says you are ONLINE. We only want the ONLINE icon to appear when you are actually available, not when you are helping a client, or in the Powder Room. There is an easy way to stop that from happening:

At the top of the "Operator Console" you can change the status on your Development from ONLINE to OFFLINE for up to 10 minutes--after 10 minutes you will be logged off automatically. So, if you're gone for a minute or two, be sure to change this setting to OFFLINE, and back to ONLINE when you return. This will ensure Visitors don't request chat when you are out of the room or out of earshot of the "Ringing Phone" chat request notification..

Lastly, Bruce and I are looking for feedback. We will be adding a new Column on the Traffic Reports. We can see how many Agents are online and read all transcripts, but we now want you to Track all specific instances where a Web Site Chat results in a person driving to a Development. It is VERY IMPORTANT that we track this, so please help us out!

As a sidenote, you may log in and monitor the web site at any time day or night! -- There are no restrictions that are not pre-built into the software by us.

Get on it! Have fun with it and let's sell homes!

Talk to you online!

Cyndy Lystad

Live Support

Site Agent - Development Assignments

These are the "Ups" in order of priority in case two people assigned to one Development are monitoring concurrently. Because Bruce would rather keep the site "Online"--I am listed as "last up" on all Developments and will stay logged in all day. I will refer all information requests to Site Managers. If anyone else logs in, I automatically fall to the bottom of the priority list.

Cypress Grove
  1. Melinda Fore
  2. James Harestad
  3. Bruce Lystad
  4. Cyndy Lystad
Alverstone
  1. Joanne Shattuck
  2. Lyla Derosier
  3. Bruce Lystad
  4. Cyndy Lystad
Lakewood Crest
  1. Bruce Lystad
  2. Cyndy Lystad
Pilchuck Highlands
  1. Bruce Lystad
  2. Cyndy Lystad
Summit View
  1. Bruce Lystad
  2. Cyndy Lystad
General Information
Vacant Land, About Us, Contact Us, and Home Page
  1. Melinda Fore
  2. Bruce Lystad
  3. Cyndy Lystad

Development Assignments by Site Agent

These are the Developments that the software will send you Chat Requests for.

Melinda Fore
  1. Cypress Grove
  2. Home Page
James Harestad
  1. Cypress Grove
Joanne Shattuck
  1. Alverstone
Lyla Derosier
  1. Alverstone
Bruce Lystad
  1. ALL
  2. 2nd up on ALL Developments.
  3. 1st up on Vacant Land & Resales.
Cyndy Lystad
  1. ALL
  2. Last up on ALL Developments.
  3. 2nd up on Vacant Land & Resales.

These assignments are subject to change, If you participate in Live Support and wish to be added to another Development, please email Bruce to discuss.