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WebsiteAlive App for HootsuiteA WebsiteAlive How-To Guide

WebsiteAlive App for HootsuiteA WebsiteAlive How-To Guide

This document will highlight the steps you need to get started with AliveSocial, so you can start sending links to chat to any of your social

networks. AliveSocial only works with Hootsuite (www.hootsuite.com), the world’s #1 social media management platform.

This assumes you already have a Hootsuite account set up.

If you do not have a Hootsuite account, it’s free to sign up at www.hootsuite.com.

Setup: Steps 1 & 2

1. Go to www.websitealive.com and log into your Administrator Console.

2. Click on AliveSocial in the left menu.

In this section, follow the instructions on the page to add campaigns to your account. A campaign consists of a text phrase which may or may not include a chat link.

For example, your campaign text can be Need help? Let’s chat! alivech.at/abcxyz. This can then be sent as a Tweet, Facebook Wall Post, LinkedIn update, and much more.

Setup: Steps 3

3. Install WebsiteAlive App for Hootsuite into your Hootsuite account.

After you log into your Hootsuite account, go to the App Directory and search for websitealive.

Setup: Steps 4

4. After you install the App, click on Settings.

Make sure both streams are checked.

You can add the new streams to a new tab (recommended), or on an existing tab.

Click Finish.

Using the App

1. Operator Chat

Before you start engaging people with chat links, you may want to coordinate internally

with your WebsiteAlive Chat Agents to make sure they’re ready to answer the requests

you’re about to send their way.

Send Chat Links to Specific Social User(s)

You can identify which followers are needing assistance. Alternatively, if you would like to

run a marketing campaign, you can identify people who tweet a specific hashtag. Once you

find these people, you can send them a link to chat by clicking on the ‘Send to AliveChat’

button. This then allows you to pick a response from a pre-set library of links which routes

to a specific set of Chat Agents within your WebsiteAlive account.

Important

Before you can send a link to chat to a specific

social user, you must have set up some sort of

feed in Hootsuite which allows you to view a

person’s social message (search keyword,

phrase, etc), so you can reply to them via the

rightmost menu reply icon as you see in

the next step.

In this example, we set up a feed for search by

Keyword #ecommerce. Then, results of this search

show up - people who’ve mentioned #ecommerce.

To send a chat link to a specific person, hover over

the rightmost menu reply icon until you see a

‘Send AliveChat Link’ option.

Once you click this, you will be presented with

the AliveSocial campaigns you created in Step 2.

Send Chat Links to Your Timeline

If you’d like to send a link to chat to all your followers, and not to a specific user, you can

broadcast your message along with the chat link.

To send a broadcast AliveSocial campaign message, click on the ‘Reply’ icon in either

your Operator Chat feed, or AliveTracker feed.

Once you click this, you will be presented with the AliveSocial campaigns you

created in Step 2.

AliveTracker

After you’ve engaged people with chat links, you can see all the chat activity with your

Agents in real-time. In addition, AliveTracker allows you to view traffic on your web site to

give you a bird’s eye view of your entire call center and customer’s browsing activity

and behavior.

Viewing Traffic

Engaged Visitors are people who have started a chat with your Agents. Browsing and

Invited Visitors are people visiting your website that may also have been invited to chat by

your Agents. To see detailed information about a chatter or visitor, just click on the

left-most link.

Detailed information such as IP, geo-location, browser type, current and visited

pages are available.

By now, you should have been able to create a campaign, target users, coordinate with your chat team, send out links to chat to anyone on your social networks, and monitor results!

WebsiteAlive App for Hootsuite

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If you need further assistance, help or support, please feel free to visit us at www.websitealive.com for more information.