Online Chat Support
 

Live Chat, Frequently Asked Questions

  • General Questions


  • Free Trial and Live Demo


  • Installation


  • Features


  • Chat Buttons


  • Connection


  • Billing Questions


  • General Questions

    Q. How does your product differ from other similar services?
    Q. What can you say about the stability of the company and service?
    Q. Please tell me about your technology.
    Q. Do you provide customer support representatives along with the software?
    Q. Can I download the software and install it on my server?
    Q. Can I use LiveChatGuru chat on more than one website at the same time?

    Free Trial and Live Demo

    Q. Do you have a demo of your service?
    Q. Are there any limitations in the Trial account or Live Demo?
    Q. Do I need to enter my credit card info or make a pre-payment for the trial?
    Q. Can I keep my settings after my free trial expires?

    Installation

    Q. Can a non-technical person set this up?
    Q. Is there any additional software that has to be installed on my system to use your software?
    Q. How do I add the chat feature to my website?

    Features

    Q. Can I have my customers include info like company, email, etc. when they're asking for support?
    Q. Can we monitor the search engines and what keywords people use to find our site?
    Q. Can I create predefined answers if I know I'm going to be asked the same questions by most visitors, so I don't have to repeatedly type in the same answers?
    Q. Do you also have the possibility to push URL, so my customer can see it?
    Q. Does your live chat system have a co-browsing feature?
    Q. Is it possible to block IPs from myself?
    Q. Can I monitor visitor traffic on my eBay auction page(s)?
    Q. Can I monitor my website visitors without putting a chat button on the page?

    Chat Buttons

    Q. Can we change the appearance of chat buttons to match our site better?
    Q. Can I have different chat buttons on different pages of my site?
    Q. Can I place chat buttons on more than one site / domain?
    Q. Can your system be used with dynamic and secure web pages? Does it work properly on Linux hosting?
    Q. Can I put a chat button in my email messages?

    Connection

    Q. Do I have to be running DSL or cable?
    Q. What about the security of our conversations?
    Q. Will your product still work if I'm on a corporate network? Will our firewall, proxy server, or antivirus software affect it?
    Q. I can't log into my account.
    Q. I can't log into the standalone operator console.

    Billing Questions

    Q. Is there a setup fee? Monthly fee? Are there any additional payments?
    Q. Will I be billed automatically each month?
    Q. Can I add more operators later after I subscribe?
    Q. Are upgrades included? If I subscribe now, will I automatically get any new updates?
    Q. Let's say my sales staff goes home but wants to continue monitoring in the evening. The license restricts the number of operators but not how many places they can log-in from, right?
    Q. When does my billing cycle start?
    Q. Is there a limit to the number of chats I can have each month?


    General Questions

    How does your product differ from other similar services?
    Please see our comparison chart for a side-by-side list of features. In addition, we are constantly adding new features requested by our customers, and our current customers receive all upgrades for free. We also provide friendly, personalized support. Please have a look at our Testimonials page to see what our clients think.

    What can you say about the stability of the company and service?
    Our service has been online since August 2003. We are a profitable company and are constantly improving our system. Our servers are housed in a $25 Million Data Center in New York, owned and operated by 1&1 Internet Inc. This is the one of the most stable and well-connected data centers in the world, with over 15,000 MBit of external connectivity and a 99.9 % uptime guarantee. Please visit 1and1.com for more details.

    Please tell me about your technology.
    Our server-side software is written in Enterprise Java (J2EE). This allows us to achieve scalability and excellent reliability. Client side is standard Dynamic HTML and the JavaScript built into browsers by browser vendors. This allows us to avoid downloading of custom plug-ins and Java applets into visitor's browser.

    Do you provide customer support representatives along with the software?
    We do not provide customer support representatives, only the technical infrastructure for your operators. This includes server-side software running on our servers and operator consoles that can be downloaded and installed on operators workstations.

    Can I download the software and install it on my server?
    No. At this time we offer this system only as a hosted solution running on our servers, as it requires a complex server-side infrastructure that needs to be maintained by our administrators. If you are reseller of our service and expect large number of users, we can set up additional servers to handle the load.

    Can I use LiveChatGuru chat on more than one website at the same time?
    Yes. Our service may be used on any number of web pages or sites. The subscription package defines only the number of operators.
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    Free Trial and Live Demo

    Do you have demo of you service?
    Yes. You can access it on the Live Demo page. To access this page, you need to sign up for free trial account using the Sign Up box on the left of our Home page.

    Are there any limitations in the Trial account or Live Demo?
    No. All features of the service are fully functional in the Trial account and Live Demo.

    Do I need to enter my credit card info or make a pre-payment for the trial?
    No. To start using our service in trial mode you just need to enter your desired login name and password. When your trial expires (after 10 days) you will be able to choose subscription package and submit payment.

    Can I keep my settings after my free trial expires?
    Yes. All of your settings will continue uninterrupted when you sign up for paid subscription.
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    Installation

    Can a non-technical person set this up?
    Absolutely. No advanced technical skills are required. You merely need to add a chat button to your website pages and then access to your web server to upload (publish) the changes. If you need assistance, we can help.

    Is there any additional software that has to be installed on my system to use your software?
    No additional software is necessary if you plan to use the browser-based version of operator console. However, you can download and install the Windows standalone console that runs in the system tray (next to the clock on your Windows desktop). The operator console will open automatically when a new visitor asks for support.

    How do I add the chat feature to my website?
    You simply paste a short snippet of chat button HTML script into your web page source code and upload the updated page to your web server. When your client clicks on the chat button, this code will load the Visitor Popup Messenger from our servers.
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    Features

    Can I have my customers include info like company, email, etc. when they're asking for support?
    Yes. You can define fields that your customers fill-in after they click on the chat button. You can add simple text fields for short texts such as email addresses; text areas for longer messages, such as customer problem descriptions; fields allowing your customers to select a specific department or operator; and country and state drop-down selectors if you need to know your customer's location.

    Can we monitor the search engines and what keywords people use to find our site?
    Our operator interface allows you to see where your visitor came from (referrer address). If they enter your website from search engine page, you'd have search phrase included into the referrer address. This is real-time monitoring of your website visitors. If you need aggregated statistics, including complete search keywords list, you could use a popular website statistic package, such as Webalizer, AWstats or Analog. Most host providers offer access to website statistics as part of their service.

    Can I create predefined answers if I know I'm going to be asked the same questions by most visitors, so I don't have to repeatedly type in the same answers?
    Yes. You can create canned responses inside your account administration area. You can define answers on company level - accessible to all operators, on department level - accessible to operators associated with particular department, and for each operator individually. After you set up predefined answers, your operators will be able to choose them from a drop-down list in the operator console. Your operators may edit or customize these messages as necessary before they are sent to the visitor.

    Do you also have the ability to push URL, so my customer can see it?
    Yes. Type "open: www.some-address.com" (without quotes) in your operator console. This will open the page on your customer's computer in separate browser window, unless your customer is using a popup blocker. This address will also be highlighted and clickable in the message area. To save typing, you can create canned messages with "open:" and "goto:" commands for web addresses used frequently.

    Does your live chat system have a co-browsing feature?
    Yes. Type "goto: www.some-address.com" (without quotes) and your customer's current browser window will be redirected to the specified address. This command is useful if you need to redirect user to particular page on your or other website in his main window, without opening a new window. It will work even if your customer is using a popup blocker. The address will also be highlighted and clickable in the message area. To save typing, you can create canned messages with "open:" and "goto:" commands for web addresses used frequently.

    Is it possible to block IPs from myself?
    No, this is not possible in our current version. We have had only a few cases during the last year of operation when this was really necessary. In most cases you can just ignore a troublesome user couple of times (close his chat session without accepting the call), and this will look to him like there is no one on your side to answer. If you really need someone to be blocked we can do this in our system upon your request.

    Can I monitor visitor traffic on my eBay auction page?
    No, unfortunately. Java script would have to be added to the auction page. Current eBay rules prohibit the use of Java script in the auction page source code.

    Can I monitor my website visitors without putting a chat button on the page?
    Yes. We have a special version of HTML code that can be added to your web page that prevents a chat button from showing. This code is available on the Setup Instructions / Hidden Code for Visitor Monitoring page.
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    Chat Buttons

    Can we change the appearance of chat buttons to match our site better?
    Yes. You can choose button images from our gallery or upload your own images.

    Can I have different chat buttons on different pages of my site?
    Yes. This can be achieved by placing slightly different version of our HTML code on each page of your site. This code would include the addresses of online and offline chat buttons you would like to have on each particular page of your website.

    Can I place chat buttons on more than one site / domain?
    Yes. You can place chat buttons on any number of pages, sites, and domains. Your subscription package defines only the number of operators within your company account.

    Can your system be used with dynamic and secure web pages? Does it work properly on Linux hosting?
    Yes. Our system works on both static and dynamic pages created with any technology (HTML, PHP, ASP, JSP, CGI and others), on any kind of hosting. We also have a version of chat button code that can be placed on secure pages without browser warnings. You can choose to run all your chat sessions over secure connections.

    Can I put a chat button in my email messages?
    Yes. If your are using an email interface such as Microsoft Outlook that sends messages in HTML format, you would select the Source tab at the bottom of the message box and paste our auction HTML code into the source code of the message. When you select the Edit tab after inserting the code, you should see the chat button. You can then drag and drop the button to the desired position. If you are sending text-based emails, simply paste this link into the email: http://messenger.livechatguru.com/messenger/.html
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    Connections

    Do I have to be running DSL or cable?
    Our service works fine on dial-up modem connections, but some kind of persistent connection is preferable for operators to be online most of the time.

    What about the security of our conversations?
    If your conversations contain sensitive information, you can choose to run all your chat sessions over a secure connection. Our system supports industry-strength, 256-bit secure SSL connections.

    Will your product still work if I'm on a corporate network? Will our firewall, proxy server, or antivirus software affect it?
    Our system works over standard HTTP or HTTPS (80 or 443 ports) and does not use any incoming connections. It should work without requiring port mapping / forwarding rules on any network where you can access web pages with browsers like Internet Explorer or Netscape. If you encounter any problems connecting to our service, let us know and we will find a solution.

    I can't log into my account.
    Make sure you have spelled everything correctly. Note that the account name and operator login are not case sensitive, but the password is. Be sure you are not swapping the account name and operator login. If you forget your login information, contact us and we will send it to you.

    I can't log into the standalone operator console.
    Try logging into the web-based console. If you are successful, it is likely that anti-virus software, Internet security software, or a firewall is blocking the operator console from accessing the Internet. If you are also unable to log into the web-based console, try logging into your demo account from the Live Demo page. If this doesn't work, contact us for assistance.
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    Billing Questions

    Is there a setup fee? Monthly fee? Are there any additional payments?
    There are no setup fees, no contract and no additional payments. There is only a monthly service fee that can be paid each month, every three months, every six months, or annually. Three-, six-, and twelve-month subscription packages include discounts of 22%, 33% and 45%, respectively. For example, if you choose one operator package, paid annually at $99 per year, you would save 45%, compared to one operator account paid monthly at $15 per month ($15 x 12 = $180 per year).

    Will I be billed automatically each month?
    Yes. When you subscribe for our paid service our system sets up automatic recurring payments on your account. Your credit card will be charged automatically at the beginning of the next billing cycle, periodically each 1, 3, 6, or 12 months depending on the subscription package you selected. You can cancel your subscription at any time. There is no additional costs associated with the cancellation.

    Can I add more operators later after I subscribe?
    Yes, you can change your package at any time. This change is free.

    Are upgrades included? If I subscribe now, will I automatically get any new updates?
    Yes. All future updates are free. Browser-based operator interface updates will be downloaded automatically, because pages are loaded from our servers each time you log in. We will send you an email notification when a new version of the stand-alone operator console is released for download.

    Let's say my sales staff goes home but wants to continue monitoring in the evening. The license restricts the number of operators but not how many places they can log-in from, right?
    Yes. The subscription package defines only the total number of operator profiles within your account, not the locations they can monitor from. Operators can download and install operator console, and log in from any number of places, and serve any number of web sites. Operator can even have operator console open on several computers simultaneously. Your operator can start chat with a customer on one computer, then walk to the other computer and continue conversation from there.

    When does my billing cycle start?
    The billing cycle starts when you subscribe for one of our paid subscription packages. You can choose one, three, six month or annual billing period. Extended subscription gives you significant discount, up to 45% for annual billing period.

    Is there a limit to the number of chats I can have each month?
    There is no limit. You may have an unlimited number of chats with any number of unique visitors. Your subscription package defines only the number of operators within your company account.
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