FAQ’s
- Choose from fully managed live chat, or self-managed live chat, or a combination of both!
- Simply sign up online, and 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 live chat agents to handle your website enquiries.
- 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.
- We’ll get to work. Our experienced live chat agents 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 an average of 30% or more!
Our experienced live chat team will 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.
Our live chat agents are experts in engaging passive website visitors and converting them in to active and fully qualified leads and enquiries.
Live Chat Monitoring encourages website visitors to stay on your site longer, extending their interaction with your brand and increasing your web conversion rates significantly
- 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.
- Simply select a package that suits your needs based on the volume of leads and enquiries you want to receive.
- Increase, decrease, or cancel your package whenever you like (takes effect in following month’s billing cycle).
As part of the onboarding process, we’ll ask you to fill in a questionnaire about your business.
We use this questionnaire as well as your website to create custom scripting and knowledge-base for our live chat agents to use while handling chats on your website.
Each live chat agent working on your account will be familiar with your business, and we use the available knowledge-base to help convert high quality leads for your sales team.
We never get involved in technical discussions about your products or services, that’s simply not our role!
Think of us as your online front desk, our role is to offer 24/7 online customer service to help your web visitors find what they are looking for, answer FAQ’s, and ultimately convert as many website visitors to qualified leads for your own sales team to follow up on.
We’ll capture the customers name and key contact details, as well as additional datapoints that will assist your sales team to respond with the best possible solution to match their needs.
Yes! We always recommend customizing your chat window to match your website and branding.
We’ll match your website branding, and we can even incorporate your logo or other key images into the design.
Live chat should compliment your website design without distracting from your site content. We’ll help you with this!
Absolutely! We can set up additional “self-managed agents” so your staff can log in and handle chats from your website when they’re available.
If your team receives more chats than it can handle at one time, we are always online and ready to provide help as a backup.
At the end of business hours, your staff simply logs out of our live chat software and we take over – ensuring your business is always online for enquiries and support.
We’ll make sure you don’t miss out on any new leads or opportunities – In fact, over 50% of the leads we generate for our clients are captured outside of normal business hours!
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 Head Office is in Melbourne, Australia and we have satellite offices in the UK and USA.
We work with clients all over the works!
Drop in if you’re in the neighbourhood – we’d love to meet you!
Absolutely! Most of our clients pay by credit card as it’s simple and convenient.
We also offer the ability to pay by invoice, please let us know and we will be happy to accomodate your needs.
We deliver lead in real time!
We provide a live customer dashboard where you can view your leads 24/7.
We also deliver leads via email, or via API directly to your chosen CRM or lead management tool.
Alternatively, we can also convert online leads into phone calls using Direct Connect!