InstantRapport is an instant messaging system that enables you to hold real time online conversations with ResortCompete customers when they choose to initiate a conversation:

 

1. Click on “Launch Live Chat”.   (Note: You will need to have allow pop-ups from InstantRapport for this feature to work Links to instructions will appear if you have pop-ups blocked.)   As soon as launch this feature and for as long as you the chat window open or minimized, all of your quotes will have a “click to talk to this seller” icon appear on them. Once you close the InstantRapport the window, the icon will stop appearing on customer’s screens.

 

2. When a customer clicks on the chat icon in one of your quotes, you will hear a sound like a ringing telephone. Click on “Accept” to chat with the customer.   If you don’t reply within 11 seconds, other sellers at your company will be alerted if they have a Live Chat window open.   If no one responds within a certain timeframe, the icon will stop showing on customer screens.  

 

3. A conversation window will open. The customer’s messages will appear in the upper left. Type responses in lower left corner and hit the Enter key or click on “send” to send your messages to the customer.   Once sent, your responses will appear on the upper left as well. (Note: If you hold multiple conversations at once, each one will appear in a separate window.)

 

4. Short Cuts. In the right-hand corner of the window, you will see some “short cuts” to save you typing on responses used frequently. Just click on a short cut to make the full text of the answer appear where you type your messages.     You can edit this text before sending it to the customer.

 

5. Customer information. Information about the customer’s quote request appears in the lower-right corner of the conversation window. 

 

6. Inviting others/transferring conversations. The “invite” button allows you to invite other people in your company into the conversation provided they are online at the time. Just click on “Invite” then select the person you wish to invite from the list. Note that only people online at the time will appear on the list. You can also transfer the conversation (similar to transferring a phone call), by inviting a colleague in and then clicking on “Done” once the invitee has joined.

 

7. Finishing a conversation.   When you are finished with a conservation, click on “done.”   You will be asked to rate the value of the conversation.

 

8. Statuses and what they mean:

 

9. Other features.   ResortCompete uses a limited version of InstantRapport. To learn about more features that can enhance your communications inside ResortCompete and with all of your customers, please visit: http://www.leepfrog.com/instantrapport/