Marketing
Isn't this service primarily for mid sized to larger firms with high volume websites?
Nothing could be further from the truth. Because we only bill clients for the time intervals they require (and because costs are so affordable), even brand new start up businesses are utilizing Live Chat service to get their businesses launched.
How will I really know if I'm increasing my conversions or why people are not buying?
Our chat agents can inquire about dissatisfaction with the web site or products, and we can track the number of people we navigate to check out.
How can Live Chat help me expand my demographics?
Because younger audiences tend to respond more positively to live chat.
Can you target specific products within my web site for support or analysis?
Yes, we can respond at particular areas of the web site or page to focus on a product.
Does it matter what type of business or industry I am in?
No. Live chat benefits any business attempting to promote, sell, inform or gather data.
Can this help me determine which advertising is paying off?
Yes. We can inquire how your visitors are arriving to the site and which ones actually purchase.
How does this cost compare with my Google or Yahoo advertising?
Live Chat is what will provide your on line advertising with an improved ROI. Google or Yahoo can only help you get the visitor, WE HELP YOU CLOSE BUSINESS!
Can the chat agent help facilitate the check out process?
Yes. The Live chat agent can navigate with the customer until the cash register rings!
Can the chat agent help me with cross sell or up sell prospects?
Absolutely, the live chat agent can recommend logical options based on your suggestions and input. This is one of the major benefits of Live Chat!
Can this help me generate leads from those who do not choose to purchase?
Yes, we can build a database of prospects for you from those who visit the site.
Can 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.
What if my business type requires a certain 'professional etiquette'?
We map our chat agents' skill set to our clients' professional requirements.
Can you support other languages?
There is support for other languages, but not all. We can discuss these details.
I have multiple websites, can I utilize you or the same team for all of them?
Yes, this also helps for consistency and training purposes.
Are there any industries this doesn't work well for?
Not really. We haven't seen anything take the place of the 'human touch' yet!
Can't I get the same general benefits using automated software with canned responses?
This is no different than talking to a computer, with no sense of what the customer is thinking or what their temperament might be. These issues lose lots of visitors!
Logistics & Technical
Do I need to buy any software or hardware technology?
No, we provide you all that is needed.
What if my on line volume spikes at odd times of the day and only for short intervals?
This is not uncommon and we can accommodate this with increasing staff only during your peak times, thus you would only incur extra costs during peaks.
Can I deploy this for a somewhat technical web site or solution?
Absolutely! We staff to meet the need of our clients web site and can provide chat agents with technical experience.
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.
What if I want to expand this service very quickly?
We can add 5-10 chat agents very quickly, greater numbers within 2-3 weeks
Can you open up a page for a visitor (ie 'push page'), to help them navigate further?
Yes, we can push a page at the visitor, once we've gotten their permission.
What if I find that I really only need Chat for a few hours per day, or even per week?
We can accommodate split shifts and provide support for only your busiest hours.
What if I want to try this out for just a very short time to see if works for my business?
That's not a problem, we can pilot something short to assess your volume and benefits.
How long does it take to get this capability initiated?
We can be up, trained and responding to your visitors within a week or so.
Can I hear live recordings of people supporting my visitors?
Yes
Can your agents call the customer if he wants to speak in person?
Yes indeed. All they have to do is ask?
Would I have unlimited on line access to my site visitors data & stats?
This is a capability.
Financial
How much does this cost?
Our Live Chat Support fees are the most competitive on the market because we do 'customized delivery' (shifts) which allows our client to dictate much of the cost.
Can I put a cap on the total cost per month?
This is a common request, and yes we can accommodate this.
Is the pricing higher if I request a split shift?
Typically it is, but only slightly. It still represents a very competitive overall cost.
Does my price go down the higher my volume of agents required?
Yes.
