The Live Chat Service Exclusively For Technology Professionals
Today’s consumers prefer live chat, over phone and email, as the most convenient way to communicate with your business. Lead Concierge is One Firefly’s live chat service designed to help technology companies, like you, communicate more with your prospects and clients, deliver excellent customer service, and capture new leads from website visitors. Our industry-trained agents provide fast, friendly service, and we send all lead inquiries, service requests, and other requests to your team immediately when a chat ends.
Specialized Chat Agents
Lead Concierge is fully staffed by our in-house chat agents seven days a week — no bots, ever. That means when a website visitor opens the chat window on your website, they will always be greeted and assisted by a support associate trained to engage visitors, provide excellent customer service, answer common queries, and collect leads.
One Firefly’s in-house chat agents understand the custom integration and technology markets and the mix of people they may be interacting with over chat. Unlike general chat services, our specialized agents:
Know big industry names and the types of technology solutions you offer.
Have experience chatting with different types of website visitors: existing customers, new prospects, trade partners like architects and designers, and referral sources.
Customizable For Your Business
Lead Concierge comes with many customization options to promote your brand image every time a visitor engages with the chat window.
Custom-branded colors and logo
A default greeting for new and returning visitors
How quickly the dialogue box pops up on your website
Multiple tiers based on number of chat engagements:
101-200 chat engagements
201-300 chat engagements
301+ chat engagements
Unlimited customer service requests
Chat agents available Monday thru Friday 9am - 6pm (local time)
Tier 3 Pricing based on quarterly (first 3 months) average chat engagementsExtended Hours add-on: chat agents available Monday-Friday 7am - 9am & 6pm - 8pm (local time)
You don’t just have to take our word for it. Hear from other businesses, like you, about what it’s like to work with One Firefly.
“Lead Concierge has been great. It makes the website even more engaging - somebody sees it and knows immediately that they can get help. It also gives us a much better image, like we’re bigger than we actually are and have the resources for that level of customer support.”
Gregg Dixon, CEO AV Specialists Clearwater, FL
“Lead Concierge enables our clients to have immediate contact through our website to tell us what issues they're trying to solve. We're then able to transport that information to our sales people, and instead of giving them a cold lead, we're giving them a very warm or hot lead. We can address that and create a meeting or an opportunity within minutes and hours, versus days and weeks and months.”
Steve Burke, CEO and Founder Texadia Systems Addison, TX
Once you sign up for Lead Concierge, our team will install the chat function on your website and work with you to create a personalized Response Guide for our agents to reference while answering customer queries. Here’s what you can expect during the process to take your chat service live.
We know you have questions — and we have the answers. If you don’t see the answer you’re looking for below, please don’t hesitate to contact our team.
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.