Ans. Please contact us through livechat/phone/email. Our team will take care of whole process. All you need is to provide inputs as and when required Our team will go through your website, create all possible questions which customers may ask. Thereafter, we will write answers to those questions. Once done, this questionnaire will be forwarded to you for review along with unanswered queries for your reply. Post this process, we will update our Knowledge Base (KB) and will start training our Agents. Agents will go through a live test under your supervision before going Live on your website.
Q. Do I need to be technically savvy ? Do I need to install anything?
Ans. Don’t worry about that. You can carry on with your business and our team is here to take care of implementation and installation of chat window matching your website color and logo.
Q. What countries do you support?
Ans. To all those who give support in English.
Q. What are the businesses you support?
Ans. We give support to all the legal industries.
Q) Do you customize the look & add my logo?
Ans. We have premium package for that according to which chat window is customized with your company’s logo and look of your website.
Q) Who is notified of new leads and how?
Ans. All chat transcripts are sent via emails. With premium package your customer care executive will get a call from us at whatever time suitable to you.
Q) How do agents learn my business?
Ans. We study in-depth and ask you number of questions to know properly about your website and business. Then your Managers will give training to our agents. We will also update our knowledge frequently so that we can answer the questions which we cannot do now.
Q) How many websites your shared agents handle at a time?
Ans. Our agents can easily handle 4-5 live chats at a time without compromising on quality.
Q) Do I need to be available 24 X 7?
Ans. You can even enjoy partying with your family or friends and notify us when you are ready to work. We will work with you accordingly.
Q) What is your response time?
Ans. Chat response time is in seconds. Once we finish the chat, we will notify you about your leads. Entire summary of the chat is sent to you within minutes. In our premium package, within minutes we will call you and notify you.
Pricing Questions
Q) Is there a setup fee? Are there any hidden costs?
Ans. Absolutely no setup fee or hidden costs. What you see is what you get.
Q) How am I billed for leads? Is there a variable cost or fixed cost?
Ans. You will be billed as per plan you will choose. Yes, we have several plans for you to choose from.
Q) Where are your agents physically based?
Ans. All our highly-trained professionals are based in company owned delivery center in New Delhi, India. Our corporate offices are located in Australia, United Kingdom & United States.
Q) What is the cost?
Ans. Please check our pricing page.
Q) How do I cancel my account?
Ans. You can cancel your account by notifying your account manager. You will receive the services till you have already paid for.
Q) Is there a contract?
Ans. There are short terms contract like month to month. No long term contracts. You can anytime cancel or restart the services as per your convenience by just giving us a call.
Q) What's included in the monthly fees?
Ans. Live Chat Software, Manned Live Chat Service, Live Lead Notification, Customized Service, Dedicated Account Manager and lots more.
Q) How will I pay?
Ans. Bank Transfer, Wire Transfer, Credit Card, Paypal or Check payable.
Q) What is your uptime guarantee?
Ans. We try our best to get 100% uptime guarantee. Because of real humans involvement, we can promise you just 1% downtime if ever.
Benefits Questions
Q) What happens during a chat session?
Ans. A) Our agents are very friendly, polite and knowledgeable about the services they are providing to the customers. They engage the customers very well in chat and answer every question and give valuable information to them. They will try to take all the important information from the customers like their name, email, phone, address etc. and try to convert the visitor into a potential sale while addressing any issue. They will also promote your business. The agents will act as your own staff and address you as our boss, and your business as our business.
Q) What if the agent does not know the answer?
Ans. If agent is not able to answer particular question, the chat is immediately escalated to a Supervisor who can handle the question in a better way, and then finally it is transferred to you. Then we will take your feedback so that additional FAQs can be added to our knowledge so that we can answer them in future.
Q) How do agents answer specific questions about my business?
Ans. We train our agents on client’s business and question that are likely to ask by visitors so that our agents can understand every question well and can answer properly.
Q) What is a proactive chat invite?
Ans. Proactive Chat Session usually occurs when the agents notice a particular surfing pattern on your website that indicates a visitor is likely to be a prospect client, and then through Chat window they invite the Visitor to chat with them and ask for assistance or any queries they have.
Q) How can proactive chat invite increase my sale?
Ans. As per study, 9 out of 10 chat sessions are carried out through our proactive chat invite leaving only about 1 out of 10 site visitor clicking the chat button on their own.
Q) Why is your chat service so effective?
Ans. Most websites do not have executive to handle the website at all times. We are not here to sell the Live chat software, we are here to sell our live chat support(man power) services to serve your website visitors 24 x 7. That is why we are effective.
Q) Do I really need a chat service for my website?
Ans. Customers doesn’t like just flipping pages of the website and not having anybody talk to them in real time. By live chat potential customers can get answers to all their queries instantly and this in turn increases the sales and customers for the company.
Q) How can I be sure that my business information is secured?
Ans. Our client’s privacy is important to us and is protected. If you don’t want any particular information to be shared with someone just let us know so that we can hide that from visitors. We have NDA (None Disclosure Agreement) which will be executed between you and us. We are strongly adhering to NDA terms and expecting the same from you too.
Q) Will you sell my leads? How can I trust you?
Ans. We value relationships and do not sell any lead for commission. We don’t believe in cheating our clients. We believe in working hard, delivering best services and retaining our clients for ever. If our clients would be happy then they would happily refer our services to someone else who needs it.
