Frequently Asked Questions

Getting Started

What is included in the monthly fee?

Live chat software, 24/7 customized live chat support, instant lead notification, dedicated account manager

Is there a setup fee?

There is no setup fee. Your FAQ development and initial collaboration with your account manager is all included in your first month’s subscription.

How do I install the chat software on my site?

All you need to do is add a small piece of code to your site. If you are having trouble with this we can do this for you free of charge.

Who trains the agents?

Once your FAQ list is finalised with your Dedicated Account Manager we will run through a number of exercises with our agents to test the speed and quality of their responses. We will go live on your site as soon as all agents meet our strict standards. We aim to have achieved this within 24 hours of the FAQ being complete.

Can you add my branding to the chat window?

Yes, absolutely! All we need is your logo and nominated color scheme.

Legal Stuff

Will my company’s IP be secure?

Our reputation is one of our most important assets, and we insist on a Non-Disclosure Agreement being signed prior to the initial collaboration so that both parties are protected and comfortable to build the relationship.

Will I be locked into a contract?

The service is renewed monthly and no minimum contracts apply

Who owns the customer information?

The leads that we collect on your behalf remain the property of your company. We do not store customer information in an independent database and will never be passed on to any third party.

Will you display our information on your site?

Your information will be kept confidential at all times. However, if you would like to feature on our site then speak to your account manager and we will accommodate you.

The Customer Experience

What is proactive chat?

Your site visitors will receive a prompt in the chat window that will invite them to engage in a chat with one of our agents if they have any questions. This is a polite greeting just so they know we are there to help.

What if the agent doesn’t know the answer to a question?

We will first escalate the query to your Account Manager. If we cannot answer the question we will capture the customer’s contact information and consult with you directly for the best resolution. We will then amend your FAQ list so we have the scenario covered in future.

What happens in a chat?

Our friendly and knowledgeable agents will be able to answer the customer’s questions and guide them through the buying process. Wherever possible they will also obtain the customer’s name and email address so we can help grow your email list.

How do you pass on leads?

Our live chat software can integrate with a number of CRMs, or we can send alerts via email. Details will be discussed in your collaboration with your dedicated account manager.

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