How often do visitors or browsers use live chat?
It all depends on how you have set up the use of your live chat solution. Historically, up to 50% of visitors will initiate a chat. This number varies based on the percentage of invites as well. We strongly suggest that you invite every visitor into a chat. (This is the same proven practice in which you walk into a store and an associate immediately asks “Can I help you with something specific?” )
How do you get my information or learn about my needs?
We provide you with a login where you can add or edit the FAQ’s that relate to your site. This will be used by our agents when they are chatting with your web visitors. In addition, you will get all copies of chats. When you see something that can be done better you can let us know by forwarding the email to us with its comments to the head of chat operators.
Will your operators increase my sales?
In a sales situation or lead generation solution the success rate of converting visitors to customers depends on response time. If you use our live chat operators we will make contact with your customers while they are still on your site. Typically there is a 35% greater sales conversion when a visitor has a chat option as opposed to a contact page alone.
I am looking for customer service or technical support, not sales?
In a customer service or technical support scenario, the agents are only as good as the training solution developed for them. We work with you to learn your website and also provide you access to the head of our training department to ensure we know your website.
Can I handle chats in addition to your operators?
Of course, we can set you up in minutes and in addition to that we can set you up as a priority agent so you get the chats first when you are logged in.
Can I customize the chat windows
Yes, the chat window is fully customizable. We can create for you a custom chat window for $175.
How do I get the leads or details about the chat?
At the end of each chat session the details about the visitor and the chat are sent via email to an email address you specify. You can also choose to have each and every chat transcript sent to you immediately after a chat has terminated.