How long does it take to get Live Chat started on my website?
Typically, it takes around 2-3 business days to get Live Chat Started on your website,depending on how fast we get complete information for your service or product.
How do I get the Live Chat working on my website?
When you sign up, we will study your website, interview you to learn more about your business and services, train our agents and integrate the Live chat software with your website.
Do I need to be technically savvy ? Do I need to install anything for Live Chat?
No you don’t need to be. You focus on your core business, we will take care of the implementation, installation, customization of your Live chat window with your existing website color and logo.
What countries do you support?
All countries who need support in English.
What are the businesses you support for Live Chat Management Service?
We support all legit industries for Live Chat Management Service, except – banks, shopping carts, adult websites, gambling websites.
Do you customize the look & add my logo on Live Chat window?
On our advance and premium packages, we customize your Live Chat window with your current websites look and add your logo.
Who is notified of new chat leads and how?
Each and every chat lead is notified to you or your assigned representative real time via our proprietary and exclusive IOS/Android/Website Apps and CRM. You also get email notification.
How do agents learn my business to answer my Live Chats?
When we first get started with Live Chat implementation on your website,we study your website, ask you several questions to learn about your business and then your dedicated accounts manager add the initial FAQs about your business to the (Knowledge Base). We then train our agents about your business based on that knowledge base. We also train you on using our technology on how to add and edit the Knowledge Base real time yourself. That way your information is always current and its easier for our Live Chat agents to answer your visitors.
Note: If we find any questions we cannot answer, we call you to update our knowledge base , so we could answer that in the future. The more we learn about your business with time, the better we will be in answering Live Chats on your behalf.
How many Live Chat websites your shared agents handle at a time?
Since our prices are as low as 20 cents an hour, we train our agents to handle up to a maximum of 6 live chats at a time without affecting the quality of our service. In most cases they just have 1-2 concurrent chats.
Do I need to be available 24 X 7 if I use your Live Chat Service?
No, when you signup for our Live Chat Service, you can be with your family, watching TV, or at the beach. You let us know when you want to be notified and when you don’t need to be notified. We will take a note of that and work with you accordingly.
What is your response time for Live Chat Leads?
Our live chat response time is in seconds. We aim to notify you about your leads in minutes after we have finished the chat. We immediately send you a summary of the chat and the entire chat transcript. In our premium package, we even notify you by giving you a call within few minutes.
How do you differentiate between packages if all your packages have unlimited live chats?
We do a fair assumption based on the average visitors a typical business similar to your gets. We suggest you to a buy a package based on that. For most businesses we service the basic packages are ideal. If we feel or notice that you are getting too many chats for a particular package, we will advice you to upgrade. You will never be charged for any overage. We won’t surprise you. At that point it’s totally unto you to continue with the new suggested package or cancel with no obligation. We want this to be a win-win for all of us.
Our Starter package is ideal for a business that has 1 website, while standard package is more suited for a business having 2 websites. If you own 5 websites, you can avail our Premium package. For businesses that have more than 5 websites, enterprise package is recommended.
Note: To get an estimate if you have less than 500 chats a month our Starter or Standard package will work for you. If you have between 500 to 1000 chats we would suggest you to sign up for our Premium package. If you have other requirements you can always ask for a custom quote.
What happens after the Free Live Chat Trial?
After the Free Live Chat Trial, we discuss with you your website lead and support stats, ask for your feedback and suggest you to choose a suitable package or cancel if you were not satisfied.
Is there a setup fee? Are there any hidden costs for Live Chat Monitoring?
There is absolutely no setup fees or any other hidden costs when you signup for our Live Chat Monitoring service, what you see on your website is what you get.
How am I billed for chat leads? Is there a variable cost or fixed cost?
We do not bill you per chat lead, we bill fixed monthly irrespective of the lead or support chat we do on your behalf.
How is your Live Chat Service so cheap?
Our world class delivery centers are in Manila, Philippines. They are an integral part of our global delivery network helping deliver business value to our clients worldwide for a fraction of those in the Western world. Additionally our expertise and technology allow us to service several client needs concurrently. Without compromising Live chat quality, each of our chat experts can serve 5 – 6 clients at a given time. Our advantage of low input cost coupled with high class technology enables us to pass the benefits to you in terms of reasonable pricing.
Where are your chat agents physically based?
We are a US company, however our highly educated chat agents are located in our company owned delivery center in Manila, Philippines.
What is the cost for your managed live chat service?
Our live chat agent service packages start from $149/month. We have several packages from $0.68/hour to as low as $0.20/hour.
How do I cancel my live chat service account?
All you have to do is to just call your dedicated account manager and cancel anytime. We will service you till the end of the month you have paid for and won’t bill you further.
Is there a contract?
All our services come with worry free, month to month terms. There is no long term contract. If you don’t like us you can cancel. When you want to restart our service, you just let us know again.
What's included in the monthly fees?
Live Chat Software, Manned Live Chat Service, Unlimited Leads/Support Chats, Live Lead Notification, Customized Service, Dedicated Account Manager and lots more.
How will I pay?
Credit Card, ACH, Wire Transfer or Check payable in US Dollars.
What is your uptime Live chat guarantee?
We try to achieve at 100% uptime guarantee. However since real humans are involved, we can promise you not more than 1% downtime if ever.
Our chat agents engage your visitors in a personal & friendly manner, answer any questions they may have, direct them to your valuable information, and guide them through any online processes. Our agents aim to capture vital information from the visitor, including their name, email, phone, address etc, while converting the visitor into a potential sale or while addressing any issues. Our Agents will also promote any business events or activities (upon your request) for potential customers or new customers, all in an effort to assist your sales/support team. Most importantly our agents will act as your own staff and address you as our boss( and not as a client) and your business as our business.
How do live chat agents answer specific questions about my business?
We ensure that all our live agents understand their assigned clients business, and it is mandatory they have studied your website and the FAQ & knowledge base material you provide.
What if the live chat agent does not know the answer?
When our live chat agent doesn’t know how to answer a particular question, we professionally handle the questions and transfer to someone much better to speak to on a particular matter. The 1st escalation is to a supervisor and then finally to you. In such instances, you should give us feedback, so that additional FAQs can be added to our knowledge base to ensure we answer that question in future.
What is a proactive live chat invite?
Proactive Live Chat Session generally occur when our Agents identify a particular surfing pattern on your website that indicates a visitor is likely to be a prospect client. Our agents will then manifest a Chat window and invite the Visitor to chat by asking if they have any questions or need assistance.
How can proactive live chat invite increase my sale?
According to studies 9 out of 10 chat sessions are consummated through our proactive live chat invite leaving only about 1 out of 10 site visitor that clicks the chat button on their own.
Why is your live chat service so effective?
Most websites who have used live chat service in the past on their websites, do not have somebody at all times to man their website. We are not selling chat software, we are selling our service to man your website 24 x 7. That is why we are effective.
Do I really need a live chat service for my website?
Brick and mortar stores have a 20% conversion rate of visitors that turn into customers. Online only has 2%. Why? The trouble with websites is that customers are disconnected from someone who can answer their questions in real time with precision. Rather than watching potential customers click away from their site, live chat provides convenient answers that you customers want, while increasing sales and the bottom line of your company.
How can I be sure that my business information is secured?
Will you sell my leads? How can I trust you?
We work hard for you so that we can retain you for ever. We also want you to refer our service to somebody who will benefit. We value you as a client and we won’t damage that relationship. Also offering web chat service is what we do. We are not interested in selling any leads for commission. That is illegal.