Organization of communication with site visitors: options.

Quite an interesting topic, especially important for online stores, travel agency sites and other operator-oriented services. The standard approach in runet is as follows: a phone number is indicated in the site header, an email in the basement, or ICQ at best, or a feedback form. Skype has not met me yet.

This approach clearly does not have visitors to the contact: I don’t like to call unclearly by 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 probably never wait for an answer.

In the west, the solution to this problem was puzzled by several companies that have developed everything that can be found on Google for the query “ Live Chat Software ”, that is, programs for instant communication with the operator of the site. According to some reports, such a mechanism in good implementation can increase the conversion and, accordingly, sales by more than 80% (!). It is quite logical - it is easier to ask a question to a specialist than to climb the catalog and it is easier than to call, search for someone in ICQ or wait for an answer by e-mail.
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Hence the vital question logically follows: how to implement it, preferably independently and for free?

Approach the first. Literate.
We will write the service for themselves. The most convenient, open and suitable standard for this purpose, in my opinion - Jabber . Take class.jabber.php or its slightly modified version of the PHP Jabber Client and write everything we need. For Python lovers, there is xmpppy .

You don't like XMPP - you can take a risk and mess with ICQ, for example, based on the PHP class WebIcqPro or even the Joscar Java library. I think that ICQ should be used only when it is not possible to use Jabber, since this protocol does not shine with stability, reliability and predictability. And the possibility of a simple creation of a Jabber2ICQ gate gives Jabber an additional advantage.

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

1. Hab.la. A very convenient service based on Jabber. It is easily configured, does not cause conflicts, easily integrates into any page, allows you to use any jabber-client on the operator’s side. You can read more about Hubl here .

2. Google Talk chatback badge . Simply and with taste, if correctly issued, it is quite acceptable. But a flaw was found in the implementation - done using Flash (Google, WHY?), Which limits non-engaging non-windows users to communicate. I hope google fix this cant.

Approach the third. Corporate.
You don't want to write anything yourself, there are few free services, you want something serious - you have to pay. I will not advertise paid services, I will only say that I also did not find the ideal among them, since everyone is committed to inventing a new two-wheeled vehicle. Here is a list of more or less friendly corporate users:

• Web Messenger
  SiteHelper.NET
  GoTalk
  LiveContact
  
  In general, although small, there is a choice, and I tried to make it a little more obvious. Enjoy, it greatly increases the level of user confidence in the online service. Zhilinsky Vladimir .