24/7 Chat Frequently Asked Questions
What is the 24/7 live web Chat Service?
24/7 Chat is a live web-chat service that goes on your website to immediately answer customer queries, any time of the day or night.
When we implement it for you, it will be like the box in the bottom right hand side of this screen you’re looking at right now, except with your logo, colour scheme and business name on it.
Our experienced chat agents will then be waiting to take your customers chat query 24 hours a day, 7 days a week, 365 days a year.
Given that you work so hard to GET potential customers to your website, you want to do everything you can to keep them and convert them into a paying customer. That’s where we come in.
How does the 24/7 live chat service work?
With our 24/7 Chat Service we simply add the chat to your website in the FREE Trial sign up process, get some basic information from you, and start chatting with your customers.
Chats can be triggered by the customer clicking on the “Chat with us” box in the bottom right hand side of your website; or by triggers pre-defined by you, for example if a customer has been on a particular page for more than 30 seconds, but not taken action, we can prompt a question to ask if they need help.
If we can’t answer the customer’s queries on the live chat, we get the customers details and forward them on to you to respond/follow up.
This is great for sales enquiries and to stop customers going to your competitors.
Can I get the live chat software and answer chats myself?
There are a lot of free chat software packages on the market where you can do this yourself.
That’s not what we do.
We don’t believe this is the best option for your business, because studies have repeatedly shown that having live chat software on your website that is either unattended or has a robot on the other end annoys customers. It does more damage to your business than not having live chat at all.
So do you really want to be answering those 1am chats? Are you ready all hours of the day to respond immediately? We recommend you try our FREE trial and see what you think! You’ll probably be pleasantly surprised.
If I sign up for a Free Trial is it totally FREE and no obligation to continue?
The FREE Trial is totally FREE and there is NO Obligation to continue with the service after the Free Trial period ends.
Whether you get 1 or 500 chats in your trial period, we’ll provide you with a report to give you an idea of the volume of chats and consultation to suggest the best package that suits your business.
You’ll be surprised how cost effective it can be – packages start from only $40/month and you only pay for the time you use.
We want to always perform our best for you and your business, so if we’re a good fit together – terrific!
If you’re not 100% happy, there is no obligation to sign up and no costs to finish working with us after your FREE trial period ends.
Is it true there are no security deposits or set up fees?
Yes it is true. There are NO security deposits and NO set up fees during or after your Free Trial.
There are no long term contracts – our service is month to month.
There is no penalty for cancelling your service for any month, provided you give us notice before the month starts and we are answering your chats.
There are NO Cancellation Fees.
We believe this puts the onus on us to perform.
If I sign up for the Free Trial, how long before your Chat Agents can be answering my customer queries online?
It’s a lot easier than you may imagine to get your FREE trial of 24/7 chat on your website.
We either need access to your website to add the chat (free service to you), or we work with your IT department to set it up (also free).
Once the chat is on your site, and we’ve received your completed form with basic business information, we commence our chats 9am the next day.
So literally we can be answering and handling your online customer queries much sooner than you think.
How long does it take to set up?
You are able to start using the service from 9am the next day after set up.
As soon as it is set up we immediately start answering your online customer queries, generating new leads and helping customers who may otherwise have left your website.
Our clients are always amazed how effective the chat is in improving sales and leads almost instantly for you.
After all – you work so hard to GET them to your website, you want to do everything you can to keep them and convert them into a paying customer. That’s where we come in.
How does the pricing work after the FREE trial?
If, after your FREE trial period you choose to continue, you will be put on a month to month plan where you pay by time spent on chats.
You can cancel your next month’s chat at any time – this is a month-to-month, NO tie-in contract service.
Every business is different, and your FREE trial period will give you an indication of how much time is spent helping your customers on live chat.
We only charge for ACTUAL, RELEVANT chats coming in to your business, and exclude spam queries or any other non-relevant chat queries that are never going to turn into a customer for you.
We also exclude ‘wait’ time because a customer may be also making a cup of tea while they’re chatting online, and you really don’t want to be paying for that!
The minimum charge per month is $40 and this covers 0.5 hours of chat (30 minutes).
This may not seem like a lot of chat activity, but it can actually cover a lot of chats once you exclude spam and wait time.
You will find compared to hiring a staff member to work 24 hours a day, 7 days a week, this service is extremely cost effective for you; and not only that, generates new leads and sales.
How do I know which plan I should be on to ensure I am paying only for what I really need?
With our 24/7 Chat Service you will receive a monthly report summarising all chat statistics, including total duration and adjusted chat time to exclude wait-time.
As well as this, during the month you will be forwarded any customer details where there has been an enquiry that needs your expertise to follow up. The details forwarded to you include customer contact details and their enquiry for your follow up.
Where are you based? Are your Chat Staff based in Australia?
Due to the 24-7 nature of our live chat services, our experienced chat staff are based in Australia, Phillipines and the US.
