FAQ

Q:  How does the LeadConcierge service work?

A:  Our industry-experienced customer service agents engage with visitors on your website in real-time (via chat), helping you to secure more leads, increase your client engagement and enhance your organization’s customer service presence.  

Q:  How does the chat function work?

A:  We place a small piece of code on your website that allows our team members to engage with your website visitors in real-time.

Q:  What constitutes a lead?

A:  A lead is a successful Chat Engagement in which a member of the LeadConcierge team captures a name, phone number and/or email of someone who has expressed interest in your product/service(s). If you want us to ask your visitors more qualifying questions, you can direct your LeadConcierge account manager to include more questions in the response guide.  You will receive a completed lead form populated with relevant data as soon as the lead is captured.

Q:  How do I receive the leads?

A:  Once a lead is identified through chat by a member of the LeadConcierge team, a lead qualification form is immediately sent via email to the designated contact at your company.

Q:  Am I guaranteed to receive leads each month?

A:  Our LeadConcierge team does their best to secure as many leads as possible, but because website traffic and traffic quality can vary we cannot guarantee leads.    

Q:  How do I get more leads?

A:  Generally speaking, additional leads correlate with additional website traffic and traffic quality.  One Firefly provides numerous ways to increase quality traffic to your website through content marketing, Facebook advertising and SEO configuration.  

Q:  Why don’t you offer this service 24-hours a day?

A:  Our industry-specific data shows that most website traffic for clients happens between 9am - 6pm during the week.

Q:  How do you learn about my company’s products & services to be able to offer?

A:  The LeadConcierge team will work with you to complete a ‘Response Guide’ that seeks to identify the questions a visitor to your site might have and the appropriate answers you’d like us to provide.

Q:  What if the LeadConcierge team doesn’t know an answer to a stated question?

A:  If our team doesn’t know the answer to a question asked, we will let the visitor know.  The LeadConcierge team will then retrieve the visitor’s contact information and direct the question to the appropriate member of your staff.

Q:  How does the on-boarding process work?

A:  Once purchased, you will receive a link to a pre-production form where you will be asked to provide some information regarding your account and preferences.  Once completed, our team will start creating your account and get the software deployed on your website.

Q:  How long does it take to get setup?

A:  Generally speaking, about 15 days, depending on your availability to provide the necessary information.

Q:  What’s included in the reporting and analysis?

A:  Each month we’ll send you a report with data such as: total number of leads, total number of chats, chat transcripts, average chat duration, chat satisfaction ratings etc.

Q: Will Lead Concierge attempt to provide our clients visiting the website technical support?

A: No. We will collect the details and then pass them along to your service department contact to field.