Frequently Asked Questions
How does your pricing work?
We have no hidden set-up fees or admin charges. Our flexible pricing schemes include bundles of chats so you’re only paying for what you need
Am I tied to a long-term contract?
No. Our chat plans are all monthly rolling. You can choose to be with us for as long or as little as you wish. We hope its longer!
Will I be charged for every chat, even if it’s a nuisance visitor or spam?
No. We only charge for chats where a visitor actually engages. As standard, this means at least two lines of conversation within the chat. If it’s a nuisance visitor or spam, your agent will flag it and you will not be charged for the chat.
Why do I need Live chat on my website?
LCF, agents can chat with around 4/5 of your clients at a time. A friendly web chat can provide the information and confidence a client needs to make that purchase or use your service. Statistics show that 42% of customers prefer Live Chat compared to just 23% for email.
How can I trust someone that isn’t directly employed by me to know and understand my business?
Outsourcing is a big decision but could be the right one for your business, you are in very experienced and supportive hands. We assign you a dedicated agent to get to know your business. That way you’re ensured of absolute quality and accountability for every communication.
My website doesn’t get many visitors, should I bother with Live chat?
We are happy to work with a range of clients. Some websites get hundreds of daily visitors, others just a few. One chat and one bit of business can make all the difference. Give Live Chat a try, get in touch and we can discuss a trial and what package is right for you.
Can I handle chats myself and use LCF for overflow or back up?
Yes. We can manage overflow on other platforms on request. Let the team know what is required and we will walk you through your options.
How does it work?
Start by contacting us to discuss the best options for your business. We then, simply place a small piece of code with your supervision onto your website. No new software or change to your Operating System. We start chatting with your clients on your behalf. The best thing is that your client will assume they are chatting with you. We will represent you, and your brand, with the highest level of quality customer service and care.
What kind of reporting is available?
All plans get a daily or if preferred weekly summary, which is a rundown of agents Live Chat activities. This is sent via email. Additionally, there are options with each plan to have further in-depth reporting.
Can you invite visitors to chat?
Yes, there are two types of greetings to engage visitors on your page.
Is the chat window customisable?
Live Chat window – We are placed where your visitors need us and where we can clearly be seen.
Pop-ups – A well designed visually appealing Pop up, with a call to action.
The chat window is fully customisable.
Possible modifications include:
- changing the colour scheme.
- choosing a particular theme.
- uploading your own logo.
- changing the language of the chat widget.