Why are customers not switching to your product?

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Why are customers not switching to your product?

Many companies uses questionnaire, feedback forms, and other review methods to find out what customers think of their product, and why they are switching. This can be good, and valuable information, but we believe it only gives you a superficial understanding of why your customers switch products/providers.
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New features at cSupport: Typing and Rating

We are excited to announce two new features at cSupport!

Now you are able to see when the visitor is typing. This goes both ways, as the user are also able to see you typing. You will need to make sure that typing notification is enabled in your Jabber IM application to make it work in Jabber. This will help users know that you are typing a longer message and await, or the other way around. It is sure to improve the overall chat experience.

Thumb Rating
Another new feature is thumb rating. Visitors can rate thumb up or thumb down on chat sessions. This will enable you to review how well your chat sessions are going, and find out if there is room for improvements. You are able to view the statistics on this on the dashboard, as well as individual rating on each chat.

cSupport 3.4 Released: Availability Overview

Availability Overview
The availability overview gives a strong view into what hours is the most important to be online, as well as how to optimize the support. Easily available form the Dashboard, you will always find an updated view of how your live chat support is going.

Visitor Profile
Find out who the user you are chatting with right now is. You will be able to see the latest sessions, important information as previous used names and e-mail, and localization. This will give you an unique idea what the user is looking for and you can deliver the best possible support. Read more

cSupport 3.2 Released

Yes, it has been a very short time since the last update! The reason is that we had some features we really wanted to include in 3.1 but didn’t make the cut.

The information below is mostly based for technical experienced people. If you are not, then you can wait for the updates of our plugins as well as update of the backend interface for customization.

Color Customization
The most noticeable change is the possibility of color customization. Plugins will be updated soon, and you will also see a panel in the backend interface to do this automatically. However for now it is only for developers who understand HTML.
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cSupport 3.1 Released

Today, we have released cSupport 3.1. This is a minor release. The main points will be covered in this blog post

New design of chat and front-end
Now you can link to your cSupport Live Chat URL and get people to chat with you in a nice looking front-end. As an example, check ours: https://chat.csupporthq.com/

You can include your cSupport Live Chat URL in e-mails, prints, newsletters or anywhere you find it to be suitable. The URL will let people go straight to your live chat window. If you are not available or online, your live chat frontend will work as a contact form.
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Releasing cSupport v. 3.0

We are happy to announce the complete redesign of cSupport along huge improvements in the infrastructure. Below we are detailing each of the updates and significance for your account.
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Huge improvements: gTalk, redesign and much more!

Your live chat software just got much better.

We have been working hard the last months and finally got both iPhone/Android integration, gTalk Instant Messaging support and huge improvements to both the chat box and the admin interface. Please comment what you feel about the new changes. We are looking for a more HTML5 and jQuery based interface to keep everything clean and future proof.

Some of the changes are:

  • Flawless integration with gTalk
  • iPhone/Android integration with ebuddy and other gTalk enabled chat clients
  • New and faster servers
  • Draggable chat window
  • Display timestamp with log entries
  • Grouping log messages by users
  • Much more

Please login at your live chat panel or create an account to check out all the new features!

A year of cSupport, the live chat that shattered the world

Being a startup is interesting. We didn’t know what to expect when we started this but it has been quite a ride. After the introduction we see that many competitors lowered the prices. If it was due to our startup or the market itself we do not know, but we think that we definitely are offering a more intuitive, easy-to-use and esthetic chat.

Today it is our 1 year anniversary. Since 14th September 2010 we have been doing this and will continue strong on for the next many years to come. What will the next year bring? We hope much more customer happiness, though that will be difficult with all our great customers already!

For new customer! If you have use the rebate code 1year you will get 15% off your subscription at cSupport.

We value our customers and would love to hear more feedbacks from you at our uservoice forum.

Or follow on us twitter for updates!

We are at your service, keep on chatting!


Next Generation of cSupport

With 1.2 release we have made a huge step for our customers. With added a lot of security and stability fixes so we can give you a much more reliable system to use.

Exciting new Features:

  • Online/offline images (Paid)
  • Logo Upload (Paid)
  • Change layout/settings of your account (Free)
  • Floating chat button
  • Inline Chat
  • Direct chat (no prepopulation form)
  • More information of the chat user shown
  • Statistics of your usage of the account
  • Easy localization of languages

Of course there is much more than this added, so please check out your cSupport account now or head over to our tour page.

We see that people return much more often now and use the system much more, so this has definitely been the right step for cSupport. As always, we are excited to hear feedback from you, our customers. Do you have any new ideas? Annoying things about our system you like to see disappear? Just some general feedback? Do not hesitate to contact us or use our feedback forum.

How do you like your live chat?

By now we have Italian as new language support delivered by the good people at claimcreative.com. If you are interested in localization of the system for your language, please contact us and we will include you in our translation team.

We have been working on 1.1.1 and 1.2 for a while now and are closing in. By 1.2 we will be introducing floating and inline chat, image upload and branding features, timezones, no prepopulation chat (direct chat) as well as some exciting bonuses for our existing customers.

The aim of 1.2 is still to offer reliable, easy-to-use, no feature bugged live chat. A live chat that simply works out of the box.

Also look out for the beta version of iPhone very soon.

How to increase flexibility with cSupport?

We have exciting news for you, and that we believe most of you really has been looking forward to. An iPhone app. Of course, as a small business owner, you and your employees will be moving much around and can’t stay at the computer all day.

This is why we will be introducing the iPhone app soon. You will be able to have the clean, easy-to-use interface for your iPhone, and offer the exact customer care that your customers need, no matter where in the world you are. Multi-chat feature, support for multitasking, build-in notifications, and much more. We are excited!

Currently our goal is to have a gold app ready in january. With this we will also be releasing v1.1.1 of cSupport, that will be introducing image uploads and many minor fixes.

An Android app is on they way and is ready for preview soon after the iPhone app is released.

cSupport Affiliate

We have got a lot of responses about affiliate! Don’t worry this is indeed in our road map, and will be available for you as soon as possible! The core system has been created now and released, and we will now focus on the user feedback and develop the chat into exactly our customers needs. We are excited to introduce a lot of new features very soon, please take a look at the road map here.

Thanks for your feedback we value it much!

Why we value feedback from YOU!

As of v1.1 we have integrated uservoice for our feedback forum. This is because we really want to hear what our customers wants, and this is currently the best way we have found to interact with you. Why do we value the feedback from you?

As any organization we depend on you, the user, the customer, and as any organization we do want to be the best for our customer, to leave no doubt that the customer is our most important factor when we valuate our organization.

So this is why we do this, and why we try to connect in as many ways to you as possible, that being this blog, twitter, newsletter, uservoice or just simply by email. We sincerely hope you value our service, and tell us if something might not fit you. Thanks.

New release! v1.1

The new release is finally ready and has been activated on your accounts.

We have added quite a few new exciting features, this includes;

  • Go idle function
  • Sound notifications
  • E-mail notifications
  • Customization and Branding of chat
  • Registration of referer
  • Knowledge base with guides and faq
  • Many, many stability fixes
  • Bug fixes
  • And much more

All accounts has been upgraded to v1.1, so check it out now! A new small version update will be released shortly with some exciting features we believe is missing in the current release. However, there was not enough time to get it in the v1.1 release. Stay  tuned!

Preview of v1.1

We are excited to tell that development of version 1.1 of the cSupport chat system will start tomorrow. Therefor we would like to tell you a little of what you can expect of this release. The goal of this v1.1 release is to include all the small details that is missing in v1.0 for a full useful live chat system.

Here is a few of the things that will come;

  • Better notification system, e.g. sound notifications.
  • Integration guides to magento, wordpress, scannet and many other platforms.
  • Access control to prevent spam and abuse of chat.
  • More information gathered of chat users for analysis.
  • Ability to Customize the chat window.
  • Better stability.
  • Much more…

This release will include many, many stability fixes and make the live chat incredible more useful. We hope you will look forward to it.

Sign up for the newsletter or twitter to get immediate notification when the release is ready.