FAQS

Manufacturing Chats 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.

How does the service work?

We will be dedicating a team of our chat agents to proactively engage every visitor that comes to your website. We’ll start with the chat window opening up after the visitor has been on the website for 10-15 seconds. (this is what we’ve found to be most effective). We then allow the visitor to start typing right away. We do NOT require name, email or any other information from the visitor prior to the conversation starting. These are critical aspects of our deployment and will ensure we start as many conversations as possible. All the chat agents on your site will have gone through training on the script document and will have studied all the pages of your website. Once the chat conversation is done on the website, we’ll email the ‘chat transcript’ to you based on the type of chat — and following the chat distribution you provided on the script training document. Keep in mind, the script AND the chat distribution can be changed at any time; all you have to do is send an email to chats@interchanges.com with your suggested changes.

What page(s) will we engage prospects on (only home page? Other?)

We will proactively engage the prospects/visitors on ALL website pages. The chat window will open up automatically after 10-15 seconds. If the visitor does not want to chat, the can easily close/minimize the chat window. We do not continue to bother people that close the chat window.

What does the training process entail for your chat team?

Here’s a sample version of the script onboarding document for your review now. Completing this document shouldn’t take you more than 15 minutes.

How will we measure success?

I’m glad to hear you track carefully. The most important metric is conversion rate. If you already know how many qualified leads you get from phone calls and contact forms, then you should see a substantial increase in qualified leads due to the people who use the chat as their communication method. Your overall total of qualified leads from the website should be much higher when we add our chat team.

How do the chat people know the product knowledge?

We do not intend our live chat team to be sales people or product experts on the client’s website. Our team just needs to engage the visitor, then ask some general questions to find out who they are, where they are and what they need help with, and more often than not, their location.

Are there any numbers or stats you have on chat engagement?

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.

What happens if we run out or go over our monthly chat sessions?

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 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.

What is the minimum contract duration?

No contract to sign ever. we work month-to-month. we have a 94% retention rate.

If I was to manage this lead source, what monthly activities would I be responsible for?

Responding to chat inquiries as you receive them, and giving us feedback once as you see changes need to be made.

How do we begin? What is the set up process?

1) Spend 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) My team trains for 5-7 business days and then we ‘flip a switch’ on our end to make the chat box go live (this is when the 30-day test begins)

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 30-day trial begins.

If an “inquiry” is generated via the live chat, how will we get this inquiry? What is the process? What is the “format” of the inquiry?

You will be receiving the chat transcript via email on the assigned distribution list — typically within 5-6 minutes. If you have a CRM, we can integrate it and push the leads directly to the CRM.

How much time are your clients typically investing in reviewing chats and providing feedback?

Some clients provide very little feedback. We prefer them to send a lot of feedback so we can dial in the script and train the chat team to a higher level of competence. there is no limit. The majority of our customers send a few chats w/ feedback per week during the first couple months, then it tapers off.

Will the chat window be offered in all languages (languages of the website)?

We currently offer multilingual chat options with French, Arabic, Spanish and English. During the initial 30-day test, we only offer English and we observe the demand volume for other languages.

What kind of data will be collected through the chat window? (sensible data? personal data?)

By default, our chat window doesn’t use a pre-chat survey form (doing this results in far less conversations starting). We do however collect pertinent data for our clients conversationally during the chat.

All that being said, this can be added based on the client’s 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).

What about GDPR compliance?

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.

What analytics are provided?

We send weekly or bi-weekly or monthly spreadsheet reports depending on your preference.

Do you have a sample report to share?

Here are the typical columns in the report:

Have more questions? Get in touch with us!

Talk To Us Now To Discover How EASY It Is To DOUBLE Your Quote Requests

It’s time for you to tap into one of the most leveraged forms of website engagement… Human Powered Chat! Our dedicated launch team will work closely with you every step of the way and get you launched quickly with only 20 minutes of your time.