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Frequently Asked Questions

Free Trial

Is the free trial 100% free?
Yes, there is no obligation. Simply give us a try and if you are not convinced Live Chat can increase leads and sales for your business, you can leave with no hard feelings!
How long is the free trial?
Currently we are offering a 2 week free trial.
How do I sign up for the free trial?
Please contact us either by telephone, email or of course LIVE CHAT. We will take some details and advise you of the next steps.

Setup

Do I need to have the Live Chat software to use your service?
No. We provide the software and the staff so you don't have to do anything.
How do you add Live Chat to my website
To install our Live Chat on your website, we literally just need to add a few lines of code to your main index file. Either we can do this if you provide your hosting details, or, we can supply the information to whoever manages your website.
How quick can you add Live Chat to my website
We can have you up and running within 24 hours from signing up.
Can the Live Chat be styled to fit my branding?
Yes. We can change the colours of the Live Chat box to match that of your business or website, however, we do recommend using colours that do not blend in to ensure the Live Chat box stands out.

Service

What hours do you monitor my website?
Our Operators will monitor your website from 9pm till 5pm Monday to Friday.
Is it secure?
Yes. All messages to and from the visitor are sent over a secure connection.
How many visitors on my website can you chat to concurrently?
There is no set limit. We are able to chat concurrently to multiple visitors ensuring no one is left waiting.
How will your Live Chat Operators know the answers to questions about my company's products/services?
Before we go live, our Chat Operators will analyse your website and collect what they consider to be the most important information that may be brought up in conversation by your visitors. They then store this in our Knowledge Base making the information quickly accessible when chatting with your visitors. We will also invite you to specify any questions and answers you yourself encounter on a regular basis either when dealing with enquiries via telephone or email. Over the course of time, our operators will add new questions and answers to the knowledge base from questions we receive when chatting with your visitors. All of these methods ensure we have a good knowledge bank to serve your website visitors with.
Does the Live Chat work on a mobile smart phone?
Yes. Your website visitors can use Live Chat on Desktops, Tablets and even Mobile devices.
Do you provide visitor/traffic stats?
Yes. If you havn't already got it we can setup Google Analytics on your website to record visitor information.

Leads

How quick do I get the lead
As soon as we have finished chatting with the visitor we will immediately send you an email containing the full conversation as well as the contact details of the visitor for you to follow up.
How is the lead delivered?
We will email you the lead information. We also offer the option to send you a text prompting you to check your email for the lead information.
Do I get a copy of the chat?
Yes. You will receive an email with the full chat log including the date and time of every message as well as the visitors details contact details.

Payment

How do you take payment?
Payments are taken via direct debit each month. We use gocardless.com for all payments. You can setup your direct debit with us by clicking on the ORDER link from our pricing page.
Is there a contract?
Our packages are based on either a 6 or 12 month contract. You can however try us out before hand with a free trial.
When are payments taken?
Payments are taken via direct debit on the 1st of every month.