FAQ

Getting Started

 

How does it work?

Please follow these simple steps to sign-up:

  • Please click on this link to sign-up: (insert our link)
  • You will receive an activation link on your Email account. Click on that link. (Check for the line in SPAM if it’s not found in your inbox)
  • Upon clicking that link, you will be taken to the ChatAgent247’s dashboard web page.
  • Based on your information, we will train our agents and will make them live in less than 48 hours

 

What will be the duration of the Free Trial?

We normally provide 10 days of free trial from the day we put our agents live on your website.

What are the FAQs? Who will fill it?

You need to provide us most common questions along with their answers, which you think visitors may ask our agents concerning your product or services. It is suggested that you should fill them as you know more about your business better than anyone else.

Why all plans are 365 days?

We have very high respect for the work we do. We do not have scheduled offs. We have record uptime of 99.9%.

What if my leads/chat quota is not used in a particular month? Will you carry forward the unused ones?

Yes, we will carry forward all the unused leads/chats to the next month with a condition that the existing plan remains active.

Can you use the live chat software which we have been using on our website?

We can use any other live chat software. We will charge US$ 49/month extra as we have to maintain another login for all the three shifts, every day.

What will you do in Advanced Customization?

We can change the color of buttons, position of widget and any other possible CSS level customization.

 

FREE CHAT SOFTWARE

 

What is White Label Widget?

We will remove our brand’s name from the widget as well as chats/leads transcripts. Your visitors/customers will never know if you have outsourced services to ChatAgent247.

What if I exceed the number of leads/chats allotted to my plan?

Do not worry if you have exceeded the number of allotted leads/chats. We will not shut down the services. After the end of the month, we will send you an invoice for the exceeded chats/leads, which you can confirm in the next 7 days.

Can you customize a plan as per my requirements?

We can do that. Please confirm the services you need and we can surely come up with a custom-made plan for you. You can Email your queries to [email protected]

How can I get in touch with my dedicated manager?

You can always contact the assigned dedicated manager on Skype or Email.

Is there any discount?

Sorry, it is a fixed price.

Is there any contract?

There is no contract. It’s a month to month policy which you can cancel at any time.

What is the refund policy?

We can’t refund any amount which we have already received as we have to allocate resources for our services.

 

 

DASHBOARD

 

When you say 24x7, do you really mean it?

Of course. We have agents working in multiple shifts. We have 99.9% online uptime record. We work on weekends. We are committed for 365days working.

Do I have to enter my credit card details while creating a free trial account?

No credit card details will be needed. It will only be needed while upgrading your account from free trial account to paid account after your trial period has ended

I want Chat Agents only for 1 shift or off-hours or weekends. Is it possible?

Our prices are based on the number of leads or chats. You can use our services for off-hours and weekend support.

How your agents will know about the services/products I sell on my website?

After you fill the business details under your login area, we will make our agents study your website, your products, your organization, and most importantly we will train them for the business details you have filled. We will make sure that they answer them like someone from your company would have done.

What kind of training will be provided to your agents for my website?

The Chat Agents’ training starts with a comprehensive introduction about your business & the website by our Training Team. Under the core training, the Agents are first trained on the macros, such as your products and services, pricing etc. & then on the micros, such as the products and services’ minute details, return policies, discounting etc. We ensure that the Chat Agents come completely prepared on your website.

I don’t know how to add script on my website. Will you assist me?

We can help you.

 

PERFORMANCE

 

How do you monitor all the chat conversations made by your agents?

We keep very close and strict monitoring of every chat conversations made by our agents. All the chats would also be emailed to you end of a business day.

How do you count chats?

Whenever a visitor engages with our agent through chatting for any type of query, we count that chat session as one chat. It doesn’t matter how long that chat conversation goes but that will always be counted as one.

Can I check my lead/chat counts & history?

You can check the lead/chat counts and all chat transcripts on the report at the end of the business day.

Where are you located?

We are based out of Australia.

How many staff do you have?

We have 100+ experts and agents ready to help.

How can I cancel the subscription?

In the case of cancellation, either drop us an email or visit your PayPal account and cancel the subscription through there. We need at least three working days to process the cancellation.

Can I upgrade my account in the middle of the month?

You can do that. Your chats will be adjusted accordingly. Please contact us after upgrading your account.

 

PRICING, PAYMENTS, and BILLING

How will you help in generating sales leads?

Our agents are professionally trained and they actually put efforts in converting visitors to customers. As soon as we find any prospects from the chat visitors, we will send you their contact details.

How will I know, if any of the chats are missed by your agents?

Every single chat will be E-mailed on your registered Email ID at end of the business day. You can check from the chat transcripts whether the agent has properly responded or not. We can assure you that every visitor is equally important to us, and we will respond like your company staff members would have responded.

How many agents work for a single client?

We appoint chat agents as per your chat plan and your website requirements. Minimum six agents work for a single website in our starter plan.

Is it safe to provide credit card details on your site?

Yes, it is very much safe and secure. You enter your payment details on (our payment provider) website. It is the most trusted payment gateway worldwide. All your transactions will be safe and secure.

What steps will be taken if any of your agents make false commitments or provide incorrect details to any visitor?

We assure you this will not happen. We have trained and experienced chat agents. They will answer on the basis of the details provided by you. If any visitor asks any question which is not provided by you, we will ask you for the answer or provide the contact details of the visitor to you, so that you can directly contact your prospect customer. If any incorrect detail is given to the visitor, we will guide the agent and take proper steps.

 

OTHERS

Can your agents edit the chat transcript at any stage?

Chat transcripts cannot be edited. It is automatically sent on your registered Email ID by the live chat software system. There is no human intervention in chat transcripts.

Can I see the chat transcripts at the moment when agents are engaged in chatting and intervene in between or suggest an answer to my choice?

No, you cannot see the chat while the chat agent is engaged in chatting. You can get the chat transcript at end of the business day.

How will I know if you are doing any dummy chats?

We have high values and business ethics. We don’t do such petty things. If we do that, you will never pay us again and we don’t want to lose a client like you.

How is it possible to train agents within 48 hours?

We have trained and experienced chat agents. We are delivering chat agent service in mostly all industries. Our agents know what kinds of questions your visitor can ask. The agents will also be trained for your company details. Our manager will study those company details and analyze your website. Accordingly, we will train our agents, and make your services live within 48 hours.

What are the limitations for free trial?

ChatAgent247’s free trial does not have any limitations. We offer same services in free trial, as we offer in Economy Plan.

Can you invite website visitors to chat?

We can definitely send chat invitations (proactive chats). It helps in getting more leads.

Custom requirements?

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