When a website visitor engages the chat box, our chat agents will quickly greet them and begin a conversation to determine what kind of assistance they’re seeking. During the chat, our agents will collect important details like contact information and type of inquiry. Once the chat is over, our agents will immediately document the chat information in a form and send it over to the appropriate person on your team. There are three types of chat inquiries you will receive:

• Leads: Our chat team will send all lead forms directly to your sales team via email.
• Service requests: Our chat team will send all service and support requests directly to your service team via email.
• Other: Our chat team will send all other requests to the appropriate person of your choosing via email.

We send all Lead Concierge inquiries and requests to your team immediately after a chat occurs so that you can begin timely follow up.

A lead is a successful chat engagement in which a member of our team captures the 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 our agents to include more questions and/or information during the chat engagement. You will receive a completed lead form populated with relevant data as soon as the lead is captured.

Currently, we do not. Our industry-specific data shows that most website traffic for clients happens between 9am — 6pm during the week. Additionally, our research has found that chat engagement is active during early morning (7am — 9am) and evening hours (6pm — 8pm). We offer an Extended Hours add-on feature to capture these leads and other requests during morning and evening hours outside normal business hours.

Once you sign up for Lead Concierge, our team will collect information about your business and what you do during onboarding. Our agents use that information to give appropriate answers and information while they’re chatting with visitors on your website. You may also let us know if you have specific feedback or information you’d like our agents to know while chatting.

If one of our agents doesn’t know the answer to a question, we will let the visitor know, take down their contact information, and direct the query to the appropriate member of your staff for follow up.

No, our agents will not attempt to provide technical assistance via chat. We will take down the visitor’s request and contact information, then pass the query along to the appropriate member of your staff for follow up.

Yes, you will receive monthly performance reporting and analysis that includes: total number of leads, total number of chats, average chat duration, and chat satisfaction ratings. We will also send you chat transcripts upon request.