Author Archives: Bob Burke

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Live Help live customer service free program

Live Help – Live Customer Service On Your Website Free

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When I first started building websites, I found very few websites with Live Help / Customer Service online. The ones that did have it seemed light years ahead of the others. Now, online stores or companies that provide any type of service need a live customer service.

Just think of the sites you visit, it is that one extra opportunity to turn visitors into a customers.

Evey website that has Live Help, and puts their customer service online, puts the customers at ease and encourages sales by having an instant solution for any issues. No wait time after sending out an email. If the site’s staff is busy helping another customer, there’s always a convenient form to fill out for any questions or issues.

Based on data of global research study from Ovum, the report tells consumers’ growing dissatisfaction with their digital experiences and reveals contact center investments to help achieve your business goals and win the hearts and minds of today’s connected customers.

Key findings including:

82% of consumers have stopped doing business with a brand following a bad experience

50% of customers are frustrated with automated response systems, and 43% are dissatisfied with the amount of time it takes to reach a representative

62% of consumers believe it takes 5+ interactions before they resolve their issue, whereas 54% of contact center managers think it only takes 1-2 interactions

If customers knew they could get a resolution on the first attempt, 78% would choose a channel other than a phone call

Today, the Live Help industry is booming.

Some Live Help platforms cost upwards of thousands of dollars a year depending on the features and how many operators you want to add. This used to leave all the smaller business behind – that is no longer the case.

After trying many of the “paid” live customer service programs, I found one that not only has over 95% of the features of the Live Help Big Guys but… it is FREE. tawk.to is a free messaging app that lets you monitor and chat with visitors on your website or from a free customizable page. We use and LOVE it on our pages, and it is the only live customer service program that we recommend to our clients!

Yes, I said free, and here are some great details about what you can do with it:

Rich in Professional Live Help Live Customer Service Features and still 100% FREE  forever!

All the premium features you would expect, just without the price tag! There is no ‘premium’ version, just one version for everyone, with nothing to pay. Ever.

Custom Live Help Widget

Modify the Size, Colors, Position and Content of the visitor widget to suit your website.

You can even customize the widget to suit your language!

Chat History

View a complete history of every chat you and your team have had. Your transcripts are stored indefinitely and you can delete them at any time. If your visitor returns, the last visit or chat can also be reviewed.

Automated Triggers

Automated Triggers allow you to set automated messages based on multiple conditions, like time, visiting a specific page, or performing a certain action, etc.  We recently set a trigger on a client’s website to show when a visitor went to the FAQ or HELP pages.

Shortcuts

Save time by answering frequently asked visitor questions with shortcuts. Shortcuts are a major time saver, and they allow you to share recommended messages or answers with new members of your team.

E.G. – Instead of typing “Hello, welcome to our website, how can we help?” you could create a shortcut that is simply /hello

Multiple Agents

live help free full featured plugin for wordpresstawk.to is an agent-centric application, as opposed to company-centric. What this means, is that every agent is an administrator of their own account and can be invited to share multiple different ‘sites’ or ‘pages’.

You can add an unlimited number of agents!

Aliases

You can have multiple aliases, so you can answer each chat with whichever name you like. Each alias can also have its own profile picture, work title, etc.

Manage Multiple Sites

Add multiple different widgets to as many websites as you like, so you can track where all your chats are coming from. Log into one dashboard, and answer on behalf of many different sites.

tawk.to is an Agent-Centric application, so every agent has their own account and can share ‘sites’ with one another. Sites have their own customization settings and can have an unlimited number of customizable widgets.

Visitor Monitoring

Track and monitor the visitors on your website in real time, watch as they navigate from page to page within your site. Gain key insights into visitor behavior, and track their geographic location, return visits, and much, much more.

The Best Products Are Free

The web’s biggest companies, and arguably the best products, are almost always free.

From Facebook to Google, Twitter and Instagram – free does not mean cheap.

tawk.to is jam-packed with all the features you need to provide winning customer support – it is lightning fast, reliable and scalable. If you already use live chat on your site, there really is no reason to keep paying per agent!

tawk.to is FREE, they do have add-ons that you could pay for, but the free program has more features than most paid programs costing hundreds of dollars a year.  You can get the plugin that fits your page today at http://tawk.to

If you need help installing it, setting it up, chat icon graphics, training, we would be glad to help. Check out our installation, setup services for this great program! 


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We fix compromised WordPress websites

Help with a compromised WordPress website

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One of the many calls we get is for help with a compromised WordPress website. Even though WordPress is a very secure content management system, many website owners tend not to be pro-active in taking the security of the site to the next level. First and foremost, by not using Admin as your main username, or using a less-than secure password. If you use your password for more than one login, it is not secure (that statement is a discussion we will be posting shortly.)

The next step in pro-active security is the ability to scan your site for issues, holes and viruses. One plugin that we install on all our client sites is GOTMLS Anti-Malware. GOTMLS Anti-Malware is a WordPress plugin that can be used to scan and remove viruses, threats and other malicious things that may be present in your WordPress website. Some of its important features include a customized scan, complete scan, quick scan, automatic removal of known threats, among many others. You can register the plugin for free at GOTMLS. If you are not into “phone home” scripts, avoid this plugin, as it uses the “phone home” feature to check for updates. [Get it here]

The GOTMLS Anti-Malware plugin can now scan your WordPress Core files and compare them with the installation source code available from wordpress.org. This new integrity check could be very helpful for finding new threats hidden in WP Core file. There may be lots reasons, other than malicious threats, for Core files to differ from the original source, so this is an optional fix that requires you to check the box next to each file you want to restore. If a “Known Threat” is found in these files it will still come up as an automatic fix, but if not, you can now optionally revert any of these modified Core files to the original code.

How did I get hacked in the first place?
First, don’t take the attack personally. Lots of hackers routinely run automated scripts that crawl the internet looking for easy targets. Your site probably got hacked because you are, unknowingly, an easy target. This might be because you are running an older version of WordPress, or have installed a Plugin or Theme with a backdoor or known security vulnerability. However, the most common type of infection I see is cross-contamination. This can happen when your site is on a shared server with other exploitable sites that got infected. In most shared hosting environments, it’s possible for hackers to use one infected site to infect other sites on the same server, sometimes even if the sites are on different accounts.

How can I stop this from happening again?
There is no sure way to protect your site from every kind of hack attempt. That said, don’t be an easy target. Some basic security steps should include: hardening your password, keeping all your sites up-to-date, and running regular scans with Anti-Malware software – like GOTMLS.NET

Why should I register the GOTMLS Anti-Malware WordPress plugin?
First, it’s only a donation to the programmer of $29, and if you register on GOTMLS.NET you will have access to download definitions of New Threats and added features – like automatic removal of “Known Threats,” and patches for specific security issues (like old versions of timthumb and brute-force attacks on wp-login.php.) Otherwise, as this plugin only scans for “Potential Threats” on your site, it would then be up to you to identify the good from the bad, and remove them accordingly (or hire someone like Westgate WEBS to take care of it for you!)

Would you like us to install the GOTMLS Anti-Malware WordPress plugin for you, configure it and run your first scan?  We would be glad to! [Click Here]


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Googleswitchingtoamobile firstindexsoon

Google switching to a mobile-first index soon

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Googler Gary Illyes just announced that Google is switching from a desktop focused index to a mobile-first index. That’s rather big news, because Google always favored the desktop version of sites for ranking, even on mobile. This move puts mobile front and center. However, it’s not entirely unexpected. Mobile search is growing so fast that this move was almost inevitable. Site owners must ensure their mobile site presents the correct content at all times.

There will still be a desktop index, but Illyes stressed that this index will not be as fresh as the mobile index. So Google is not eliminating the desktop index, but the mobile one will be the primary and freshest index.

On April 21st 2015 Google turned on mobile-friendliness as a ranking signal, now with the mobile index ranking it is important to consider which style of a mobile site you implement, whether it is an m.example.com site or a responsive which is essentially the same as desktop, just designed so it scales appropriately on a smart phone or tablet.

Now, please remember that this is not yet in effect. It’s a warning, and it should make you aware of the fact that you should put all of your efforts into making your mobile pages as good as possible.

If you would like to talk to us about getting your site ready for this change, please contact us 3pm-8pm Monday-Friday for a free consultation and review of your website. Don’t have a website yet? That is what we do! Let us build web & mobile friendly website that will fit your budget. https://WestgateWEBS.com