FAQ’s

Live Chat Monitoring.. How Does it Work?

Frequently Asked Questions

Frequently Asked Questions

Find answers to our most popular questions about live chat monitoring. 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 option, or a combination of both.
  2. 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.
  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 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 as much as 30%!

Our experienced live chat agents 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.

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).

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 (_____), 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.

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!

Choose one of OUR PLANS

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  • No commitment
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