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Home >> Services >> FAQ
| What is Live Chat Software? |
| Live Chat Software is software used by online businesses to communicate with their website visitors in real-time. |
What is ChatLiveHelp about?
| ChatLiveHelp is a live chat support service for online business. It is designed to help small and medium business organizations to communicate with their web site visitors in real time by providing trained agents and state of the art live chat support software. When your website gets any visitor we know from where did the visitor came, reoffered by which website or link, for how long he is visiting your web site and which pages and what IP and browser he is using. Our agent send the visitors a chat invitation by a pop window with a message asking if the visitor need any help or have any questions regarding your service or product. If the visitor wants they can accept the chat invitation and start chatting. This way you can increase the performance of your site and increase the overall sales and quality of support. All the successful e-commerce and other website owner are getting more results after implementing this service to their website. Our agents stand on behalf of you for your visitors to provide what they are looking for. Without a live agent for your website is similar to a shop without a salesman. We provide the agents as well as the software for the chat service. You will get full chat transcript between the visitors of your website and our agents and evaluate the progress. |
How do I get started with ChatLiveHelp for my website?
| Getting started with ChatLiveHelp is very simple. Once you register for a ChatLiveHelp package, you will be supplied with HTML/Javascript code to insert on your website. ( if you want we can also do that) Then you have to send us your product or service details and we will give our agents product training for 3 days. Also we will check how many average daily visits your site gets and we will then find out how many agents you need for proper support. We will go live within 5 days after your order and you will get the service running within 5 days. |
What is a Live Greeter?
| When visitors come to your website our agents can see that from live chat console and send them greetings asking if they need any help. If the visitor accepts the chat invitation the chat starts between agents and visitor. |
What is the difference between a Live Greeter and a Live Operator?
| Actually There is no difference between a web greeter and a live operator. A Web Greeter is in fact is a Live Operator on your website. |
How can I contact you?
| Leave a message through our contact form at contact page. Chat with our Customer Service Representatives or leave an offline message. You can also contact with us through e-mail or dial any number: +88029343119, +880-01720060237, +880-01918656007. |
What are your Hours of Operation?
| Our Service hours start from 2am to 11pm GMT. A customized time plan to offer according to your specific needs. But web Greeters and Live chat help is available 24/7. |
How do you provide this coverage?
| We trained a team of 3 to 5 Live Operators to monitor your web site 24/7. |
How difficult is it to start the service?
| It takes no more than 10 minutes to have a Live Greeter on your site using a start-up script to greet your visitors. This ensures that the technical parts of the service are working and also helps us to determine the amount of online customer service needed on your web site.
While this is happening, a dedicated team of accounts managers work with you to develop a Brief Design about your business. This is a customized training manual for your business model. This document ensures that Greeters have the knowledge they require to provide Live Customer Support to visitors visiting your site.
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Is there a set-up fee / yearly contract?
| No…there is no set up fee except the package cost. Simply choose the package you want to have and you are done. You have to take the service for at least 1 month and let us know at least 7 days before if you do not wish to continue the service for next month. |
Does it Requires any specific software or browser plug in when my visitors log in?
| No. It requires no special plug-ins. |
Can we receive messages off-line?
| Yes. A form will be loaded when all the operators are offline and you can customize the form to your needs. A detailed template is provided for this purpose. |
How does your product differ from other similar services?
| We provide the latest technology to monitor website visitors and their activities. We know how many times they are visiting and which page of your site they are visiting for how long. Our agents monitor all these and invite them for chat. Our agents are so expert that they will convert your online visitors into sales. We provide every chat transcript to the client. |
What is the minimum contract period?
| Every package is for with 1 month billing with recurring payment. If you want to close the contract you have to inform us 7 days before the next contract month. |
Do you offer Outsourced Operators/ Agents?
| Yes. ChatLiveHelp offers Outsourced Operator services for online businesses that would like to reduce in-house support costs by outsourcing their chat operators. Please visit our services page for more details. |
How much does ChatLiveHelp cost?
| ChatLiveHelp has four pricing models. For details please visit our pricing page. |
I would like to have support on my multiple websites. Is this possible with ChatLiveHelp?
| Yes, we can assign a dedicated agent for you to handle your multiple sites. ( 2 at most for 1 agent) |
What are operators trained to do?
| Live-chat operators are trained to answer customer-service questions, up-sell and cross-sell, so you can be assured that ChatLiveHelp will do everything possible to ensure that every visitor to your website becomes a paying customer. |
How quickly will an operator able to respond incoming chat requests?
| At least 85% of chat requests will be auto-accepted and responded to immediately. Occasionally, it may take up to 10-seconds for a ChatLiveHelp operator to respond to an incoming chat request. |
Does the ChatLiveHelp operators console run on my computer or online?
| The operator console can run either as a standalone application on our computer, or online through our account on the ChatLiveHelp website. |
Will I have the same Live Chat Person on my account and will they have back up?
| Yes, we'll maintain the same agent for your site, and a similar back up. |
Would I have unlimited on line access to my site visitors data & stats?
| This is a capability option. |
Can I put a cap on the total cost per month?
| Yes we can accommodate this if you insist. |
If I want to expand this service very quickly then what?
| We can add 5-10 chat agents very quickly, greater numbers within 2-3 weeks. |
Do your chat agents help someone with instructions after they've bought something?
| Yes, customer support at a basic or even technical level is an everyday occurrence. |
Is there any organization this doesn't work well for?
| We haven't seen anything take the place of the 'ChatLiveHelp' yet! |
Can this help me to generate leads from those who do not choose to purchase?
| Definitely Yes, because we can build a database of prospects for you from those who visit the site. |
Can the live agent help to ease the check out process?
| Of course because the Live chat agent can navigate with the customer until the cash register rings! |
Is it matters what type of business or industry I am in?
| No. Live chat benefits any business attempting to promote, sell, inform or gather data. |
Can you target specific products of my site for support or analysis?
| Yes, we can respond at particular areas of your site or page to focus on a product. |
Can your service provide any help to determine which advertising is paying off?
| Yes. We can inquire how your visitors are arriving to the site and which ones actually purchase. |
Do I need to buy any software or hardware?
| No, you do not need to buy any additional software or hardware. |
Does ChatLiveHelp Chat support popup invitations to visitors?
| Yes. ChatLiveHelp supports auto and manual invitation both. When visitors visit your website then our agent invites them to join chat with them. |
Is there any limit on chats?
| No, there is no limited time for chat. |
Can I see chat transcript?
| Yes, you can see your chat transcript. All chat sessions are automatically stored which we will send to you on daily basis. |
What is a transcript?
| Transcript holds the chat history between your website visitors and our agents.
Your chat will exists there until and unless you deleted it. |
What kind of reliability or stability of services is offered?
| We have excellent understanding of our business and customer requirements. Not only that we provide world class services at an affordable price. |
How can I add chat buttons to my web pages?
| We will provide you the code and instructions to do so or if you want we will do that for you. |
Do you offer VoIP and/or video chat?
| Our system supports text messaging only. VoIP and video are not available at this time. |
Can you do proactive chats and site monitoring with ChatLiveHelp?
| Yes, you can monitor visitors on your web site in real-time. You can also send 'proactive' chat invitations and ´Force Chat´ to those visitors. |
How many agents does my site require?
| It depends on the vastness and complexity of your site or business. If you have a huge site with multiple departments you will need to have more than one agent. Our software puts no limitation on number of agent or departments you can use. |
Does the software contain any ad ware or spy ware programs?
| Definitely not. The software is completely free from spy ware and/or ad ware programs. The free version is given in the hope that the customer using it will like the software and upgrade to the paid service. |
How fast can chat be set up on the site?
| It’s a matter of minutes you can set up live chat on your website, once the payment is processed. |
Is it possible to have more than one chat button on my site?
| You can have any number of buttons on your site & you can design the look and feel of your buttons. We also provide with a big range of innovative chat button designs. |
Is there any additional payments or setup fee?
| There are no setup fees and no additional payments. There is only a package fee that can be paid each month or annually. |
Can I place the Chat Button as my email signature?
| Yes, as long as your email client support HTML format. |
What about additional operators?
| If you need more agents you just have to contact us and pay for the additional agents and we will assign more agents for you. |
Is it possible to view the chat session of my operator?
| Yes. You can view the complete chat transcripts of your operators. You can even view the currently active chat using the "Query Analyzer". Click "Admin" and "Previous Chat Transcripts" menu to view this. Click the 'Help' button on this window to get more help on this topic. |
Can I see the queries made by the visitor that led to my site?
| Yes, we will provide you that. |
How many chats can be handled at the same time?
| There is no internal limitation to the number of chats you can handle. Usually one dedicated agent can handle 3 clients at a time. |
Where can I find ChatLiveHelp Terms and Services?
| You can view the ChatLiveHelp Terms and Service on our services and pricing page. |
Can you have any option paying by check or money order?
| Yes, we accept western Union, Money Gram, Money Bookers, Bank Transfer payment beside Credit card payment. |
How can I receive my monthly statement?
| Your monthly statement will be received via e-mail. |
Can I change my plan in the middle of the billing cycle?
| Yes, you have to pay additional cost for the plan. |
My question is not answered here. I have a different question?
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