FAQs

Setup Questions

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Q) How do I get the chat working on my website?
A) When you sign up, we will study your website, interview you to learn  more about your business and services, train our agents and integrate the chat software with your website.

Q) Do I need to be technically savvy ? Do I need to install anything?
A) No you don’t need to be. You focus on your core business, we will take care of the implementation, installation, customization of your chat window with your existing website color and logo.

Q) What countries do you support?
A) All countries who need support in English.

Q) What are the businesses you support?
A) We support all legit industries, except – banks, shopping carts, adult websites, gambling websites.

Q) Do you customize the look & add my logo?
A) On our advance and premium packages, we customize your chat window with your current websites look and add your logo.

Q) Who is notified of new leads and how?
A) We notify you or any of your representative. All transcripts of the chat are sent via emails within minutes. If you take our premium package, we even call you within minutes at times you want us to call.

Q) How do agents learn my business?
A) We study your website, ask you several questions to learn about your business and then your dedicated account manager trains our agents. If we find any questions we cannot answer, we call you to update our knowledge base , so we could answer that in the future.

Q) How many websites your shared agents handle at a time?
A) Since our prices are as low as 50 cents an hour, we train our agents to handle upto 6 live chats at a time without affecting the quality of our service.

Q) Do I need to be available 24 X 7?
A) No, you should be with your family, watching TV, or at the beach. You let us know when you want to be notified and when you don’t need to be notified. We will take a note of that and work with you accordingly.

Q) What is your response time?
A) Our chat response time is in seconds. We aim to notify you about your leads in minutes after we have finished the chat. We immediately send you a summary of the chat and the entire chat transcript. In our premium package, we even notify you by giving you a call within few minutes.

Pricing Questions

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Q) What happens after the Free Trial?
A) After the Free Trial, we discuss with you your website lead and support stats, ask for your feedback and suggest you to choose a suitable package or cancel if you were not satisfied.

Q) Is there a setup fee? Are there any hidden costs?
A) There is absolutely no setup fees or any other hidden costs, what you see on your website is what you get.

Q) How am I billed for leads? Is there a variable cost or fixed cost?
A) We do not bill you per lead, we bill fixed monthly irrespective of the lead or support chat we do on your behalf.

Q) How is it so cheap?
A) Our world class delivery centers in Manila, Philippines, are an integral part of our global delivery network helping deliver business value to our clients worldwide for a fraction of those in the Western world.

Q) Where are your agents physically based?
A) We are a US company, however our highly educated agents are located in our company owned delivery center in Manila, Philippines.

Q) What is the cost?
A) Our packages start from $99/month. We have several packages from ($1.75/hour to as low as $0.50/hour)

Q) How do I cancel my account?
A) All you have to do is to just call your dedicated account manager and cancel anytime. We will service you till the end of the month you have paid for and won’t bill you further.

Q) Is there a contract?
A) All our services come with worry free, month to month terms. There is no long term contract. If you don’t like us you can cancel. When you want to restart our service, you just let us know again.

Q) What’s included in the monthly fees?
A) Live Chat Software, Manned Live Chat Service, Unlimited Leads/Support Chats, Live Lead Notification, Customized Service, Dedicated Account Manager and lots more.

Q) How will I pay?
A) Credit Card, ACH, Wire Transfer or Check payable in US Dollars.

Q) What is your uptime guarantee?
A) We try to achieve at 100% uptime guarantee. However since real humans are involved, we can promise you not more than 1% downtime if ever.

Benefits Questions

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Q) What happens during a chat session?
A) Our agents engage your visitors in a personal & friendly manner, answer any questions they may have, direct them to your valuable information, and guide them through any online processes. Our agents aim to capture vital information from the visitor, including their name, email, phone, address etc, while converting the visitor into a potential sale or while addressing any issues. Our Agents will also promote any business events or activities (upon your request) for potential customers or new customers, all in an effort to assist your sales/support team. Most importantly our agents will act as your own staff and address you as our boss( and not as a client) and your business as our business.

Q) How do agents answer specific questions about my business?
A) We ensure that all agents understand their assigned clients business, and it is mandatory they have studied your website and the FAQ & knowledge base material you provide.

Q) What if the agent does not know the answer?
A) When the agent doesn’t know how to answer a particular question, we professionally handle the questions and transfer to someone much better to speak to on a particular matter. The 1st escalation is to a supervisor and then finally to you. In such instances, you should give us feedback, so that additional FAQs can be added to our knowledge base to ensure we answer that question in future.

Q) What is a proactive chat invite?
A) Proactive Chat Session generally occur when our Agents identify a particular surfing pattern on your website that indicates a visitor is likely to be a prospect client. Our agents will then manifest a Chat window and invite the Visitor to chat by asking if they have any questions or need assistance.

Q) How can proactive chat invite increase my sale?
A) According to studies 9 out of 10 chat sessions are consummated through our proactive chat invite leaving only about 1 out of 10 site visitor that clicks the chat button on their own.

Q) Why is your chat service so effective?
A) Most websites who have used chat service in the past on their websites, do not have somebody at all times to man their website. We are not selling chat software, we are selling our service to man your website 24 x 7. That is why we are effective.

Q) Do I really need a chat service for my website?
A) Brick and mortar stores have a 20% conversion rate of visitors that turn into customers. Online only has 2%. Why? The trouble with websites is that customers are disconnected from someone who can answer their questions in real time with precision. Rather than watching potential customers click away from their site, live chat provides convenient answers that you customers want, while increasing sales and the bottom line of your company.

Q) How can I be sure that my business information is secured?
A) We have a privacy policy in place. We don’t give any information you don’t want us to give. If you don’t want certain information out, let us know and we will not let your web visitor know that.

Q) Will you sell my leads? How can I trust you?
A) We work hard for you so that we can retain you for ever. We also want you to refer our service to somebody who will benefit. We value you as a client and we won’t damage that relationship. Also offering web chat service is what we do. We are not interested in selling any leads for commission. That is illegal.