Organization of communication with site visitors: options.

    OperatorsA rather interesting topic, especially important for online stores, travel agencies sites and other operator-oriented services. The standard approach in RuNet is this: in the header of the site indicates the phone, in the basement - e-mail, in the best case there is ICQ or a feedback form. I haven’t seen Skype yet.

    This approach clearly doesn’t have visitors to the contact: I don’t like calling where it’s on the phone (and why, I’m online), ICQ is something personal, and the contact requires too long a chain of actions, and by mail we we all know that we will not wait for an answer most likely never.

    In the West, several companies have been puzzled by solving this problem. They have developed everything that can be found on Google for “ Live Chat Software”“, That is, programs for instant communication between the operator and the site visitor. According to some reports, such a mechanism in good implementation can increase conversion and, accordingly, sales by more than 80% (!). This is quite logical - asking a specialist is easier than browsing the catalog and easier than calling, looking for someone in ICQ, or waiting for an answer by e-mail.

    The life question logically follows from here: how to implement this, preferably independently and for free?

    The first approach. Literate.
    We will write a service for ourselves. The most convenient, open and suitable standard for this purpose, in my opinion, is Jabber . We take class.jabber.php or its slightly modified version of PHP Jabber Client and write everything that we need. For lovers of Python there isxmpppy .

    Do not like XMPP - you can take a chance and zamorochitsya with ICQ, for example based on PHP-class WebIcqPro or even Java-library Joscar . I think that ICQ should be used only when it is not possible to use Jabber, since this protocol does not have stability, reliability and predictability. And the ability to easily create a Jabber2ICQ gate gives Jabber an additional advantage.

    The second approach. Fast.
    Using a free third-party messenger, preferably not too intrusive and more or less convenient. For example:

    1. Hab.la. Very convenient service based on Jabber. It is easy to configure, does not cause conflicts, easily integrates into any page, allows you to use any jabber-client on the operator side. Read more about the hub here .

    2. Google Talk chatback badge . Simple and tasteful, if properly designed, it is quite acceptable. But a lack of implementation was found - it was done using Flash (Google, WHY?), Which limits the communication of non-English users of non-windows. I hope Google fix this jamb.

    The third approach. Corporate.
    We don’t want to write anything ourselves, there are not enough free services, I want something serious - you have to pay. I will not advertise paid services, I can only say that I also did not find the ideal among them, since everyone seeks to invent a new two-wheeled vehicle. Here is a list of more or less friendly corporate users:

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