FAQ

Frequently Asked Questions

How can I add SalesRep Live Chat to my website?

To add Live Chat to your website follow these steps: 

  1. Start by signing up for a free.
  2. Get the install code from the Live Chat code section. 
  3. Place the Live Chat code in your websites’s HTML files. 
  4. You can now use the Chat Monitor to chat with visitors.

What kind of pricing plans are available?

There are three plans available:

  • Lite (Free): For up and coming companies and startups
  • Small Business ($9 per seat/month): Perfect for small businesses and companies that want to have only 1-2 agents chatting with clients.
  • Corporate ($19 per seat/month): Aimed at small and medium businesses, it includes team-based features.
  • Enterprise ($29 per seat/month): Designed with enterprise class businesses in mind, with Helpdesk Ticketing System and advanced Analytics , reporting and expanded management options.
  • Enterprise Plus (Call for Quote): For big enterprise businesses that need the help of a dedicated Key Account Manager, Click to Call Web Callback,and CRM.


What limitations do trial accounts have?

Features available in the trial are parallel to those in the Corporate plan. You can add as many agents as you like.

If you want to trial Live Chat in another plan, simply start a chat with us and we’ll make it happen!


What is your refund policy?

You can cancel your account at any time, however, any remaining time will not be refunded. Read more about our refund policy.

What kind of reporting is available?

All plans get the Daily summary, which is a rundown of agents’ Live Chat activities that is sent daily via email.

The Regular, Corporate, Enterprise and Enterprise Plus plans get access to the following reports:

  • Last 7 days: A short summary of previous 7 days that informs you about the number of chats, queue, achieved goals and customer satisfaction levels.
  • Total chats: Data about the number of chats you receive and how many chats were missed when your live chat was offline.
  • Chat ratings: Customer satisfaction statistics based on the rates received by agents during chats.
  • Queued visitors: Information about the number of visitors that entered the queue and then proceed to chat or left the queue.
  • Queue waiting time: Data showing how long visitors need to wait to enter chat from a queue.
  • Availability: The amount of time your live chat was online and available for clients.
  • Pre-chat survey: Data your customers enter into pre-chat surveys.
  • Queue abandonment: Visitors who left your queue without chatting.

Additionally, the ,Enterprise and Enterprise Plus plans have access to these ticket-related reports:

  • New tickets: Shows how new tickets are distributed for a given time period.
  • First response time: The average amount of time it took for an agent to respond to a ticket.
  • Solved tickets: How many cases were solved during a given time frame.
  • Resolution time: Data on the average amount of time your agents need to resolve a ticket.
  • Ticket sources: See how many tickets you get through the chat window, the ticket form and through email.

In the Enterprise and Enterprise Plus plans, each report can be filtered by a particular agent or group of agents.

The Enterprise and Enterprise Plus plans include an engine for on-demand reports, which will prove to be invaluable for data-driven companies. These reports can either be scheduled or generated manually. Additionally, Enterprise and Enterprise Plus plan users can export report to a file and have access to the following reports:

  • Average chatting time: How long it takes to handle an average chat.
  • Staffing prediction: How many agents you need to cover all of your chats.
  • First response time: The average amount of time it takes for your agents to respond to a new chat.
  • Average response time: The average amount of time it takes for your agents to respond to messages in general.

 


Can you invite visitors to chat?

Yes, you can send out two types of greetings:

  • Automated greeting that triggers when certain conditions are met. In Corporate, Entreprise and Enterprise Plus.
  • Manual greeting, which can be issued by hand.


Is the chat window customizable?

The chat window is fully customizable. Some of the things you can do with the chat window include:

  • changing the color scheme,
  • choosing a pre-made chat window skin,
  • uploading your own logo,
  • positioning the chat window,
  • changing the window’s language.

Furthermore, you can use CSS to customize it even more. 

 

How does Live Chat work after hours?

When you go offline, your Live Chat switches to offline mode. It means that your visitors can leave messages which are stored in the messages section and contact you even after your office hours. You can later answer these messages using the answer message option.

If you don’t want the offline button to show up, you can make the button disappear by disabling offline messages.


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