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(424) 253 0830    sales@textchatsupport.com

FAQS

Tips & Tricks

The chat seems to be a very casual way of communication. How can it brings me more business?

The web chat is supposed to be a business chat (in a lighter way) which consist of interaction between a potential customer and a live chat representative. The purpose of the web chat option is to allow website visitors to feel free and easy to start a conversation without having to make an effort of making a phone call or writing an email. This allows visitors to ask questions that they may have and engage a real time conversation with a company representative. 45% of such chat conversations end-up in business leads.

What are the benefits of having live chat services on the website?

1. Live chat improves the support experience for customers.

2. Live chat helps with customer acquisition and onboarding.

3. Live chat lets your agents build rapport with customers.

4. Live chat reduces repetition for your customers.

5. Live chat boosts your customer service team’s productivity.

6. Live chat lets you provide 24/7 support.

7. Live chat increases customer engagement.

8. Live chat can give you an edge over your competition.

9. Live chat data helps inform product decisions.

How can I add live chat to my website?

Once you agree to start a 30 day free trial, you will be a provided an HTML code via email to add to your website. If you do not know how to add an HTML to your website, your wed designer can help you in this.

Are your chat representative native English speakers?

Our chat representative are not native English speakers. However, they are the most competent English speakers. They are professional trained and skilled for this role and provided extensive information about the product, services and the company they are going to serve.

It is possible that we can integrate your chat services to your whatsapp business or Facebook account?

Yes, it is possible, however, currently we are working on it. Once it is available we will let you know and then you can subscribe the updated chat gadget.

Do you think that online chat is a secure way of communication to discuss business matters?

Of course it is. We are a HIPAA compliant organization. We use end-to-end encrypted transmission of back and forth communication that is happening between our chat representative and potential customer. For more details on our privacy police please visit our website.

Our website does not have many visitors. Do you think you can still help us grow our business?

Yes, we can still help you. We can assist you in optimization of our website by adding more and more relevant keywords and professional terminology. The search engine optimization is a process that enables a website to become more searchable on google search engine by adding more relevant descriptions of our products and services.

Do you keep a record of every chat conversation?

Yes, we do. The purpose of keeping a detailed record to all chat conversations is to be able to monitor chat quality and perform analysis of frequently asked questions, knowing current market trends, knowing most demanded product and services, knowing what our potential customers think of our product and services.

Do you use answering machine or robochat or artificial intelligence to answer chats?

No. We do not use any automated technology, robots or artificial intelligence to answer the incoming chat invitations. A real chat conversation can only between two humans. If the conversation is performed by an answering machine, the visitor on the other hand will immediately realize that they are talking to an answering machine and ultimately they lose their trust.

What if we are not getting leads or chats on our website? Do you still charge your fee?

It depends which of our packages you have subscribed. We have different packages that we offer to our clients. There is a package where we only charge our clients for the sales leads we have generated. In a different package, we charge a fix fee for monthly subscription, no matter how many chats we answer or number leads we generate.

How frequent am I supposed to receive chats or leads?

Well, it depends on the internet traffic (number of visitors browse your website) in a day. The more visitors you have on our website, the more chat conversations happen and ultimate more sales leads are generated.

Where is your corporate office?

Our corporate office is located in Canada.

How can I make sure that this is not a scam?

I am glad that you ask this question and you are vigilant. Online scammers and fraudsters do not have physical address. They try to obtain personal information from like you’re your full name and address, social security number, your bank account number, your debit or credit number, ask you open a hyperlink (website link) or dial a specific code while you are on the phone. These attempts are made to hack your personal computer, smart phone or bank account in order to make unauthorized financial transactions or money transfer.

Do you provides services only in English?

Yes, for the time being we are providing chat services in only English language.

Are you HIPAA compliant?

Yes are a HIPAA compliant company and we make sure that our clients’ and their customers’ personal information is fully protected. All of our business communication by phone, email or chat are end-to-end encrypted transmission and secured.

Do you I have to hire a chat representative for my website if I install your wedges?

It depends on your preference. Mostly we provide chat services to all most all types of businesses and professional service providers. If your business has something of scientific or sensitive nature that you would prefer to do it yourself then it’s your decision. However, currently, we can only provide you both together means chat gadget along with chat representative.

How does Live chat work after hours. What happens when my office is closed?

We are online and our chat representative are available 24/7 and 365 days. We keep representing you online and our chats keep chatting with the incoming visitors regardless of business hours. All those sales leads which were sent to you during off hours can be followed up the next business day.

Can I get your services for more than one website?

Yes, you can. However, in this case we need to discuss a few things over the phone before you sign up to subscribe. Each website is considered a different business entity in most of the cases.

What kind of reporting is available apart from chat services?

At the end of the month along with invoice we send you a comprehensive report of your website activities, for example number of visitors landed on your websites, number of chat invitations, number of leads generated and sent to you and visitor to lead conversion rate.

What is your billing period?

It depends on your mutual understanding. Normally we bill our clients at the end of each month.

How does your billing process work?

At the end of the each month, a comprehensive report of your website activity is sent to you along with a detailed invoice, mentioning how many chats were received and how many leads were generated and sent to you.

How do I get chats/leads? How do you send sales leads?

Most of the time leads are sent to you to a provided or designated email address as soon as the chat session has ended.

Will you send me the entire chat conversation of each sales lead?

It depends what you prefer. Most of the time, one sided conversation of the visitor is sent to the client by email along with visitors full name and contact details.

What are the expertise of your chat representatives? What do they know anything about our business?

We have different groups of chat representative that are trained and skilled to answer queries on different types of business. For example a group chat representative answer only those chats that are coming from attorneys or law firms. Such a group is especially trained on legal terminology and attorney practice areas and specialty.

How soon do I get notified if there is potential customer discussed something on chat?

As soon as a live chat session has finished and the visitors leaves the chat conversation. A lead is generative and sent to you to the provided email address within a few seconds.

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