Find answers to our most popular questions. If you don’t find the answer to your question, please contact us for help.


  1. Choose from a fully managed live chat service, a self-managed live chat service, or a combination of both.
  2. Simply sign up,  We’ll assign you your own account manager who will send you a questionnaire to complete so that we can create your custom scripts and then train our team to handle your website enquiries. 
  3. Install the code, just copy and paste the few lines of javascript code we provide you (we’ll give you full instructions on how) and get started.
  4. We’ll get to work. Our experienced team will start responding to any live chat website enquiries in real time, providing basic customer service and lead capture 24hrs a day, 7 days a week!

Adding Live Chat to a website has been proven to increase leads and enquiries by as much as 30%!

Our experienced customer service team monitor your website 24 hours a day, so you’ll never miss out on an opportunity to engage your website visitors when they have questions or need further assistance.

The amount of time a customer invests on your site has been directly linked to their readiness to buy your products or services.  Our live chat agents are experts in engaging passive website visitors and converting them in to active leads and enquiries.

Live Chat Monitoring encourages web users to stay on your site longer, extending their interaction with your brand and increasing your web conversion rates rapidly.

  • Engage potential customers when it matters – while they’re already on your website and ready to buy
  • Capture leads while your business sleeps – we deliver immediate interaction and personalised service 24hours a day, 7 days a week.
  • Reduce bounce rates – we engage your web visitors to find out their reason for visiting the site, then offer assistance by answering their initial questions or organising for someone from the business to call them at a time that’s convenient.
  • Offer live support – our expert live chat operators are trained to answer frequently asked questions about your business or and capture leads and enquiries from visitors who require additional information or support.
  • Collect valuable lead information – don’t let potential customers leave your site unsatisfied. Live Chat Monitoring generates valuable conversations with users in real time so that we can send warm leads to our clients for follow up.
  • Extend your business hours – the Internet never sleeps… and neither do we!

Our packages start from as little as $149 per month, no contract required!   At Live Chat Monitoring you’re always in control of your account.

  1. Simply select a package that suits your needs based on the volume of leads and enquiries you want to receive.
  2. Increase, decrease, or cancel your package whenever you like (takes effect in following month’s billing cycle).

Before we start working together we send you a questionnaire to complete. This asks all the information we need to know to train our team and deliver remarkable customer service to your web visitors.

The questionnaire includes:

  • Business location
  • Opening hours
  • Details about the products or services you offer
  • Your brand personality and point of difference – We’ll customise our approach to suit your needs
  • Other relevant information that we might need to better understand what you do
  • What kinds of questions your website visitors are likely to ask
  • How you want us to respond to questions

We’ll also research your website to learn as much as we can about your business and review it regularly to make sure we’re always up-to-date with your latest company news, products and promotions.

All the information we gather is used for ongoing training of our staff so we can best assist your customers.

We never get involved in technical discussions about (_____), or your sales process.

Our role is to offer 24/7 online customer service to help your web visitors find what they are looking for and convert them into new leads and enquiries for your own team to follow up on.

We’ll capture as much detail as possible about their interest in your business, plus their name, phone number, email and other relevant information that will help your staff follow up on the warm lead.

Yes! We always recommend customizing your chat window to match your website and branding.

You can supply us with a customized design or we can design it for you for a small fee. Please email our team to hear more details on customerservice@livechatmonitoring.com

Absolutely! We can set up additional “self-managed operators” so your staff can log in and handle chats from your website when they’re available.

If your website receives more chats than it can handle at one time, we here to help as a backup.

At the end of business hours, your staff simply logs out of live chat and we take over – ensuring your business is always online for enquiries and support. Plus we’ll make sure you don’t miss out on any leads while your business sleeps.

This is a fantastic feature of our service that lets us set a message to pop up on specific pages of your website that is targeted to web visitors looking at that page.   The message is designed to grab their attention and engage them in conversation so we can ask the reason for visiting your website, and then offer them assistance in meeting their needs.

No technical skills required – we promise! Installation is as simple as copying and pasting our code onto your website.

Once your account is set up we’ll email you the install code and full instructions, so you can install it yourself or have your webmaster do it for you. In most cases Live Chat Monitoring takes less than 20 seconds to install.

If you’re having any problems, simply contact our friendly team – we’re here to help.

Our HQ is in South Melbourne, Australia but our clients are worldwide. Drop in if you’re in the neighbourhood – we’d love to meet you!

If you prefer to pay in advance we can invoice you monthly. Please contact to our team at customerservice@livechatmonitoring.com if you prefer this option.