FAQS
Here are some of the most common questions we get asked about our services. If you have a question that isn’t answered here, please contact us.
We’ll dedicate a team of chat agents to proactively engage every visitor to your website. The chat window opens after 10–15 seconds on the site, this is the timing we’ve found most effective, and visitors can start typing right away. We don’t require a name, email, or any other information before the conversation begins. This is a critical part of our approach, since it maximizes the number of conversations we start.
All agents assigned to your site are trained on your script document and familiar with every page of your website. Once a chat wraps up, we’ll email you the transcript, routed according to the chat type and the distribution list you provided during script training.
Both the script and the chat distribution can be updated any time.
Our team typically trains for 5-7 business days. We study your answers on the script document as well as analyze your site to learn as much as we can.
Great question, and I’m glad you’re already tracking this closely. The key metric we’ll focus on is qualified lead conversion rate.
If you have a baseline for how many qualified leads currently come from phone calls and contact forms, we can use that as our benchmark. Once chat is live, you should see a clear increase in qualified leads captured through that channel, and since chat adds a new path to conversion rather than replacing existing ones, your total qualified leads from the website should rise as a result.
We can review the numbers together after the first 30 days to see exactly what impact chat is having.
Our live chat team isn’t meant to act as salespeople or product experts on the client’s website. Their role is simply to engage the visitor and ask a few general questions, who they are, where they’re located, and what they need help with, with location often being the key detail we’re after.
Typically, 1.5% to 2% of a website’s unique visitors will engage with the live chat. We’ve seen up to a 200% increase in quote requests/sales leads generated from integrating the live chat team and we’ve seen multi-million dollar sales closed from chat leads.
If you approach the limit — and have a budget you MUST stay under, we can notify you when you get close and you can tell us to take our chat team off for the rest of the month. Otherwise… we keep going, you get more chats/leads and you move into a higher tier based on the chat volume.
No contract to sign ever. We work month-to-month. We have a 94% retention rate.
1) Spend 15-20 minutes filling out the script onboarding document.
2) We send you one line of code to copy/paste into your site (shouldn’t take more than 5 minutes).
3) Our team trains for 5-7 business days and then we ‘flip a switch’ on our end to make the chat box go live.
You would only be spending about 20 minutes during this entire process. We do all the heavy lifting.
Once we launch our chat on your website, that’s when the trial period begins.
We currently offer multilingual chat options with French, Arabic, Spanish and English. During the initial trial period, we only offer English and we observe the demand volume for other languages.
By default, our chat window doesn’t use a pre-chat survey form (doing this results in far less conversations). We do however collect pertinent data for our clients conversationally during the chat.
All that being said, this can be added based on your request, however it is highly discouraged due to the dramatic decrease in conversations. Fields can be mandatory such as name, email and phone number. Once those get filled out by the visitor, they can proceed to chat with the live greeter.
We do not support uploads/attachments at the moment. When this is required by a customer, we ask the visitor to send files to certain client email address(es).
GDPR requires organizations to report data breaches to data protection authorities and to affected data subjects. We will report to all concerned parties if it becomes aware of a data breach. In case of data breach, where private data is affected, We will cooperate with all concerned authorities as required by EU regulations. We respect the right to privacy of all online users on our site. We only collect data of users upon consent as given during the chat conversation which includes the user’s full name, phone number and email address. This data is stored on secure servers in the United States. We have implemented comprehensive security controls, thus ensuring personal data of all users on our site is secure and protected. We and our affiliates do not share this data with any third party organization. Our global partners and affiliates have signed confidentiality and non-disclosure agreements with us
We take precautions to protect your information. When you submit sensitive information via the site, your information is protected both online and offline. We use 256-bit SSL encryption to protect sensitive information transmitted online. The data collected is stored on secure servers in the United States. We have implemented comprehensive security controls, thus ensuring personal data of all users on our site is secure and protected.
We send weekly, bi-weekly or monthly spreadsheet reports depending on your preference.
Have more questions? Get in touch with us!