Your customers or prospects initiate a real time chat request by clicking on the Live Chat button or icon on your website. The chat request reaches the agent through the chat software and is notified by a prompt. The LiveHelpOperator agent immediately starts the chat and begins a conversation with your customer or prospect. If you do not have any chat software integrated with your website, we can integrate it for free of cost.

After accepting the chat request, the operator immediately begins providing the best possible assistance over chat to your clients or prospects and answers all enquires relating to sales and tier 1 technical issues. The client's contact information and other details are also collected over chat for your reference.

Once the agent has answered all questions and assisted the customer to their satisfaction, the session is closed. The agent then records all details on our online chat management system, which helps in creating daily, weekly, or monthly reports.

Before we start live chat service for you, we will discuss the escalation procedure for different aspects and situations. We utilize this document to escalate items to your support system, or to you directly, based on chat type, time of day, and day of the week.

Any unused chats will be rolled over to the next month. These rolled over chats will be valid for 2 months from their initial period. This allows you to accumulate a small chat stockpile for use in an emergency situation or for other unforeseen needs without accuring additional expenses.

All chat sessions are thoroughly screened for quality and response time by the Quality Control team. Our quality of service is the foundation to our reputation and we take it very seriously. Each of our operators are thoroughly tested in several aspects, including grammar and syntax, conversational communication, and customer service practices, before they are allowed to work in a live chat capacity.

We will send you monthly reports with the amount of chats engaged along with key process indicators for your consideration. These analytics are often seen as a great tool to gauge your customers' experience with our service as well as their overall satisfaction with your product or service. For dedicated chat agent plans, you will be provided weekly reports with additional details.