4/13/2009
LiveChatAgent publishes article
Live Chat Services – Get the Most out of your Website
3/17/2009
LiveChatAgent releases new article
Live Support Chat - Welcome to the Future of Customer Service
3/15/2009
MMNewsWire
LiveChatAgent Helps CarCash Of New York Sell Their Cars Fast During A Slowdown In The Used Car Market And Tough Economic Conditions
3/10/2009
LiveChatAgent releases new article Live Chat Operators – Your Online Customer Relations Person
2/24/2009
LiveChatAgent goes live and creates a simple
online signup for customers to add Live Chat Services or Agents to there
website.
2/20/2009
LiveChatAgent and ZenithBPO Add's SEM and SEO Services for 1-800-CarCash
1/15/2009
LiveChatAgent creates a reseller program that allows marketing firms or anyone
to sell our services and profit.
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Frequently Asked Questions About LiveChatAgent
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 15% 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 work with your organization to create 10 to 20 Frequently Asked Questions (FAQ's) and their corresponding answers, a basic 3 tier script. (A “Greeting”, a “Body” and a “Close”) and 5 to 10 input fields (i.e. Name, Email, Address, Age, etc.) that meet your needs to qualify a lead.
Will your operators increase my sales?
In a sales situation or lead generation solution the success rate of converting those chats all depends on your response time. If you use our operators and make sure to contact the prospect immediately, the outcome is favorable. Making sure your sales staff follows-up with the contact immediately will foster a higher level of customer service which in-turn typically leads to an increase in sales. If you opt to take chats in tandem with our operators (utilizing our licensed software during your normal business hours) the results increase exponentially. 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. In a simple shared agent scenario, we are simply there to add a sense of life to your site and answer level 1 service or support questions utilizing an FAQ solution. In a dedicated scenario, our agents can be trained to handle your whole customer contact solution from closing a sale, to maintaining an account or even walking a customer through technical support.
How can you help my potential customers or current clients if you do not know my business?
Although we do not know the details of your business we do know what information business are looking for regarding customer contact solutions. The three founders of our mother company ( ZenithBPO) have an extensive knowledge base providing customized customer contact solutions to many different types of businesses. One is a 25 year veteran in Sales. The second has 15 years in online marketing Technology and the third brings 18+ years in telemarketing Compliance and quality control. What this all means is that we make sure we follow all guidelines set forth by our clients. We also require our clients give us detailed FAQs that they sign off on and these FAQs are designed to stay in line with all laws (compliance) relating to your business. The scripts used are designed to qualify the lead (sales.) In short, the questions and answers utilized by our LiveChatAgents are culled from your knowledge base and most likely are already in use by personnel in your company.
What levels of LiveChat Agent service are available for me to choose from?
We have a 3 Tiered system of LiveChat service to select from. We offer 2 levels of service utilizing our trained staff of LiveChat Agents (aka, operators or representatives), a shared agent and a dedicated agent. The ultimate goal of our solutions is to attend to your visitors and get either the contact info or help them find what they are looking for. Both of these levels will monitor site traffic 24-7-365 and include the creation of 10 to 20 Frequently Asked Questions (FAQ's) and their corresponding answers, a basic 3 tier script. (A “Greeting”, a “Body” and a “Close”) and 5 to 10 input fields (i.e. Name, Email, Address, Age, etc.) that meet your needs to qualify a lead.
The SHARED agent works in a team environment monitoring multiple clients. They will assist your site visitors via your FAQ set and gather customer contact information for you to follow-up on, they will also send your chat transcripts to your dedicated email address. If you require a more involved solution we provide a DEDICATED agent. With a dedicated agent solution, we provide an extensive “hands on” training period where your agents will learn all of your info as if you had them sitting right next to you in your place of business. We can even go through a hiring process to find an agent with more qualifications in your field so that we will be able to meet and exceed your needs. Our third level of LiveChat solution involves the utilization of Licensed software that is installed on computer workstations at your place of business. You can utilize this level in tandem with our LiveChatAgents for a more complete level of service.
Can I monitor the chats in real-time?
If you select our backend client option; you can take chats, monitor chats and view people on your website in real-time from your home or office.
Can I just purchase your live chat software?
Yes. Our LiveChat software is a leading chat software solution in the market today and is often considered a measurable improvement from most other software solutions. With the in-house user license you can run daily, weekly, monthly and yearly reports. The main categories or our reporting are: Prospects, Customers, Chats, Bandwidths, Visits, Top Lists, Referrers, Pages, Keywords, Traffic Summary, Current Visitors, General & Other. You can also run reports for Missed Chats, do IP GEO look ups of chats in progress (important if a client doesn’t want to tell you where they are from)! So as you can imagine the possibilities are endless.
In my business my people need to be licensed brokers/realtors/advisors etc…?
We are very big advocates of compliance. We do not answer any questions that we are not allowed to by law. We save all chat transcripts and we issue different levels of violations if an agent/operator/rep does not follow the script or use an authorized FAQ. We also require all of our clients to give us detailed FAQs that they sign off on and these FAQs are designed to stay in line with all laws (compliance) and our the script is designed to qualify the sales lead without suggesting any “closed” deals if the law so requires.
Can I customize the chat windows
Yes, the chat window is fully customizable and you can brand it to your website; we also offer an option to have our design team create a custom chat window and buttons for you starting at $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. In a custom or dedicated solution we can also submit lead data or customer info to a submission form you may currently have in place.
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