Frequently Asked Question

Everything you need to know about Chatsmith Online

DO YOU OFFER 24/7 CHAT SERVICES?

Yes we do! In fact, it’s the only package we offer. Based on our many years of experience in the chat service business, we found out that a great majority of online surfers or shoppers do their surfing or shopping online during “out-of-work” Hours and the reason is quite obvious – they have a handful of stuff to do at work! Providing chat service to your customers or clients during office hours ONLY may actually run against the principle of  putting up a website and keeping up with your online marketing strategies. Keep in mind that your website is up 24/7!

This means that it makes sense that someone meets your site visitors when they get into your website. A limited or “office hours only” chat service to your website is like putting up the OPEN sign on your main door office all the time – and nobody is there to greet your clients when they enter!

WHAT IS PROACTIVE CHAT INVITE?

It’s a pre-timed (usually just few seconds after your visitor gets into your site) chat window pop up that greets and tries to engage your site visitor to bring up any question or concern about what you offer – product or service.

CAN I GET A DISCOUNT FOR PAYING LONH TERM AND NOT JUST MONTH ON MONTH?

As a premium client willing to make pre-payment, you can have :

(i) 2% discount for six months advance payment.

(ii) 4% discount for 12 months advance payment.

HOW HARD IS IT TO SETUP THE CHATSMITH ONLINE SERVICE ON MY WEBSITE?

Setting up the service is as easy as pie and we’re not exaggerating when we say that. We give you a code that you can use to install the window on your site or we can also do the installation for you. It usually takes about 5 to 10 minutes to get the window itself running on your site.

WHAT HAPPENS DURING A CHAT SESSION?

The truth is, we follow the process you want us to follow. Depending on whether you want a service that walks customers through a range of products, a service that generates a lead or a service that sets up an appointment, that isn’t up to us, it’s up to you. We can discuss the possibilities with you when you sign up.

WHAT’S INCLUDED IN THE MONTLY FEES?

You pay for the chat service of course but there are other things in the sidelines that you wouldn’t really see. Hosting of the chat window takes place on our servers so that’s one cost. We also upgrade your window, ensure that you have the latest software and of course are licensed to use our product. Also remember that we set up your window to complement your site as well as set up greetings, eye-catchers and logos for your branding.

HOW DOES YOUR SERVICES DIFFER FROM OTHER COMPETITORS?
  • There are honestly a ton of chat services available and you would be forgiven for thinking we are all thesame.
  • The truth is we are far from being the same. We use real live people on our chat service, something few companies do.
  • We also provide you with some pretty nifty add-ons to help out your online marketing. What differentiates us is that unlike other companies that provide you just the service you are paying for, we also help your business grow online.
IS IT POSSIBLE TO PROMOTE BUSINESS EVENTS THROUGH CHATSMITH ONLINE SERVICES?

You can definitely promote through Chatsmith Online. Promotions can be done through greetings,however one way to increase the promotions for an event is through creating a separate page on our site that caters to events and place our live chat on that page.

IS IT POSSIBLE TO PROMOTE BUSINESS EVENTS THROUGH CHATSMITH ONLINE SERVICES?

You can definitely promote through Chatsmith Online. Promotions can be done through greetings, however one way to increase the promotions for an event is through creating a separate page on our site that caters to events and place our live chat on that page.

CAN I GET CHATSMITH ONLINE SERVICE WITHOUT A LONG-TERM CONTRACT?

Although part of our “Mission” is to help our clients have stronger online presence (and not just a mere giving out of chat service), there’s NO OBLIGATION for you to be locked in into a long term contract. Just a simple email notification that you’d like to discontinueour service will be enough to stop us from billing you – NO IFs NO BUTs!

ALSO, THERE IS NO! :

  •  (i) Consultation fee
  •  (ii) Software or hardware fee
  • (iii) Installation fee
  • (iv) Renewal fee
  •  (v) Implementation fee
  •  (vi) Customization fee
  •  (vii) Or any other fees

In short, the amount that you’re quoted with will be your monthly payment due – WITHOUT ANY ADDITIONAL HIDDEN CHARGES.  !

WHY IS CHATSMITH ONLINE SERVICE SO EFFECTIVE?

Chatsmith Online provides a human touch to your rather “lifeless” website. Clearly, we create a “bridge of emotion” between your business and your website. As visitors get into your website, a simple welcome message and a warm offer from a human being for any help gives the impression that somebody is “there” to provide them with customer service. However, aside from the human factor that Chatsmith Online provide, our agents can also bring the attention of your site visitors to your “marketing message/s” and gently lead them toward their buying decision. This process can greatly improve the chance of converting your site visitors into paying customers.

HOW CAN PROACTIVE CHAT INVITE INCREASE MY SALE?

Generally, 9 out of 10 chat sessions are consummated through our proactive chat invite leaving only about 1 out of 10 site visitor that clicks the chat button on their own.

WHERE IS THE RECOMMENDED PLACEMENT OF THE LIVE CHAT BUTTON

Although you can use a button, we suggest you use a chat window instead. We typically place the chat window on the footer. A lot of chat windows are intrusive but ours aren’t because they are kept on the footer so as not to obstruct the view of your visitors or take away from the message of your site.

IS IT POSSIBLE TO ADD YOUR LIVE CHAT ON MULTIPLE WEBSITES INSTEAD OF JUST ONE?

We have no problems installing the chat on multiple sites provided these sites are for one main domain. The look and feel of the sites should also be the same. It should also be noted that different products are considered different accounts and would incur different costs. Take a look at our pricing plan to see how many websites you can install the chat window on and at what price.

HOW LONG DOES IT TAKE BEFORE YOU CAN YOU IMPLEMENT YOUR SERVICE?

We do our best to get everything done, dusted and ready within 2 business days. Of course, this is provided that we have all the information we need in order to get that set up. If you are able to provide us all the answers and don’t have any extra training requirements or a complicated integration, the 2 business days is more than enough.

WHAT ARE THE MAIN FEATURES OF THE CHATSMITH ONLINE CHAT SERVICE?
  1.  Transcripts of all the chats or chats you specify
  2.  Monthly reports of all the chats coming through your site
  3. Monitoring of keywords used to get to your site if routed through Google or any other search engine
  4.  After hours messaging in the extremely unlikely case that we aren’t online on your site
  5.  Pre and post chat surveys to capture the most relevant information and of course, customer
  6. satisfaction
  7. Pro-active chat features based on the type of behavior you consider useful
  8. Lead reporting
  9. Ability to send customers to specific web pages
  10.  Canned responses to ensure we say what you want us to say and in the way you want it said
  11.  Customized eye-catchers to go with your website’s look and feel
  12. Customizable colors of the chat window on your website
WHAT BROWSERS ARE COMPATIBLE WITH YOUR CHAT SERVICES?

Commonly, our chat window is compatible with almost all modern and recent Internet browsers. However our service is most compatible with the following browsers:

  •  Google Chrome
  •   AOL 8.0+ (Windows
  •   Internet Explore 5.0+ (Windows, Mac)
  •   Internet Explorer 8(beta)
  •   Internet Explore 6.0+ (Windows
  •   Firefox 1.0+ (Windows)
  •   Netscape 7.0+ (Windows, Mac OS X, Linux)
  •   Safari 1.2+ (Mac OS X)
  •   Mozilla 1.7+ (Windows, Mac OS X, Linux)
DO WE NEED TO INSTALL ANYTHING?

The chat code is all you need – and you can choose for us to install that for free or do it yourself that’s absolutely all you need to use our service and all you’ll ever need.

The value of customer service will never fade…

Now is the time to create an ADVANTAGE OVER your COMPETITORS…

IS IT NECESSARY TO HAVE A VISIBLE LIVE CHAT BUTTON ON OUR WEBSITE?

Our chat window can be set to have an eye-catcher. The eye-catcher is meant to grab the attention of your website visitors.  Rather than just the standard button used by other sites, you can use any icon or picture to grab the user’s attention. Since our chat service also has an auto pop-up feature (this can be set up through behavior, time on site, based on keyword and so on) you can still rest easy knowing they don’t have to see the button on your site.

CAN I ADD YOUR CHAT BUTTON ON MY CURRENT SOCIAL?

Absolutely! Our chat is easy to install on whatever sites you want it installed on, including social media sites. We use javascript, which is easy to add to whatever page you want to put it on. What you’ll see in Facebook will be your actual chat window in a different tab. You do also have the option to create a button on your social media profile and then link that to your site to increase engagement.

DO I REALLY NEED A CHAT SERVICE FOR MY WEBSITE? BUT I’M ALREADY POURING GOOD AMOUNT OF MONEY ON MY MARKETING AND ADVERTISING SCHEMES!

Employing advertising strategies to your website (like SEO, PPC, Site Retargeting, Search Retargeting etc) can be crucial in the success of your online marketing – and without a doubt can tremendously increase the number of visitors to your site.

However, getting them to your website without anyone “meeting” them is like inviting thousands of visitors to your party – and no one is there to open the front door when they show up. Chatsmith Online gives your business a chance to convert every site visitor into becoming a loyal client.