What services are
offered?
We provide Live Chat
Software and outsourced Live Chat Support operators
for your website. These Chat Agents will provide
assistance to your online customers. They can chat
in real time with your web visitors. They can even
initiate a chat session with a customer proactively
in order to offer assistance. In the arriving era of
Do Not Call lists and the Can-Spam act, live chat
support provides a highly effective means of
communication with your customers. We also
specialize in email and oter virtual assistant services.
What are the benefits of using Live Chat
Support Service?
Our Chat Agents promptly
answering chat requests on YOUR website.
24/7
Service – no more lost sales.
Highly efficient! -
one Chat Agent can handle multiple chats at the same
time.
Professional Chat Agents – hired and
trained according to your specifications.
Ability
to proactively initiate chat, push surveys,
co-browse, etc.
Use the chat transcripts to
update and improve your knowledgebase.
No busy
signals or “on hold” delays for your customers
No
expensive telecom equipment, toll free numbers, or
extra office space.
Better customer service means
MORE SALES!
Who requires Live chat
support?
Live Chat Support is quickly being
adopted as a standard communication channel for
serving customers. Some industries includes:-
Web Hosting
Real Estate
Financial
Schools & Universities
E-commerce Stores
Insurance
Law Firms
Travelling
Agents
Hotels
Informative Sites
Portal Sites
Manufacturing Companies
Gems & Jewels Stores
Export Units
Dealers
And much more…
How can
I make use of live chat support?
Customer
Service
Sales
Appointment Scheduling
Lead Generation
Document Processing
And lots more…
Why should I offer
Live Chat Support Services on my Website?
Providing live chat support on websites is known to
increase sales. Since customers feel valued with a
personal touch and can get their doubts cleared
before the point of sale.
Our operators are
ready to answer whatever questions your website
visitors ask. If they need to know shipping and
delivery information, or returns policy, eHelpGlobal
will have an answer. If they want guidance on
different products, or want to know if something is
in stock, we can help.
1. Greet every visitor
that comes to your web site
2. Provide live
customer support.
3. Increase your sales and
leads.
By doing this we:
1. Keep your
business open 24/7.
2. Extend your sale forces.
3. Provide live customer service & website
navigation support.
What is required on
my webpage?
We will paste a few lines of HTML
snippet on webpage, which allows the visibility of
live chat button on the webpage through which
customer can initiate a chat with the operator and
vise versa.
How do you add Chat Button
on my website?
We will 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 Messenger
from the servers.
Will my customers know
that I'm outsourcing services?
Not until you
want to. Some of our clients prefer to use our
services as transparent - basically meaning that we
are an extension of your in-house customer service,
while others desire to disclose that customer
support is handled by a 3rd party.
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.
How does the chatting take
place?
A “Click for LIVE Chat ” link will be
placed on your website so that a customer may click
on it for live help. Clicking on this link will
initiate a pop-up window in which the chat will take
place. In addition, if a visitor has been on your
website for a few minutes browsing, our operator has
the ability to initiate a chat session to attend to
his/her needs. Studies have shown that this
“proactive chat” method can greatly increase sales.
How do your operators handle chat?
Our
operators can log on to the software with a login ID
and password created by the admin. They can then
engage in conversations with multiple clients.
How are your agents selected and what
training do they receive?
We will recruit
candidates based on your specific requirements. All
of our candidates are university graduates who are
fluent in English. We will provide extensive
training on your products and services to the
selected candidates. You are welcomed to provide
training online through Skype or via web based
videoconferencing system.
Some of the
recommended sources for agent training are:
·
Website Contents
· Products & Services Manual
· Any other document you think will help us in
agent training.
· Our Process Manager gets
trained first and then he trains the agents.
· After studying the above sources, we will discuss
our queries over e-mail, online chat or phone to
ensure complete understanding of your business.
·Based on our discussions, we create a
knowledgebase for our agents.
· We then start
to train our agents and there are a series of group
discussions between our Process Manager & Agents.
Can I script how questions/answers are
provided to customers?
Yes, you can send us FAQ
for your website and instructions on how you want
particular questions to be responded by our
operators.
How can I be assured of
quality service?
You will receive daily / weekly
copies of all chat transcripts, as well as a monthly
summary. Of course, you are also welcome to chat
with your operators at any time. We encourage your
feedback so that we may constantly improve the
quality of service we are providing on your behalf.
We have dedicated quality assurance team and
supervisors available in each shift to guide the
agents. We want you to be satisfied with our service
and effectiveness. Our constant communication with
you via account representatives and our operations
team allows you to manage our responses and visitor
engagement sessions through our chat transcripts.
What reports and statistics can I get?
We provide weekly and monthly detailed traffic
reports. These traffic reports include referring
site details, keyword search, visitor geo-location,
and number of visits.
What about the
security of our conversations?
Our system
supports industry-strength, 256-bit secure SSL
connections. So if your conversations contain
sensitive information then we can run all your chat
sessions over a secure connection.
How
many web agents does my site require?
It depends
on the vastness and complexity of your site or
business. If you have a huge site with multiple
departments you will need to have more than one
agent.
What are your hours of operation?
Our office hours are 24/7.We can provide support
as per you specific requirements in any time zone.
How many chats your agent can handle at a
time?
As all our agents are having good
expertise on typing, on an average they can handle 4
to 5 chats at a time with quality and prompt
response.
Can I add more operators later
after I subscribe?
Yes, you can change your
package at any time.
Can I set my working
hours for chat?
Yes! You can specify the working
hours within which the chat will work based on your
hours of working.
During free time, will
the agents do some other work for us?
We agree
that you are paying for the agent and their time,
but please understand that we are in the business of
offering services. Our agents will offer services as
per agreed terms, but they will not provide any
supplementary services simply because they have some
free time. Any additional task can be added to the
package on al-la-carte basis.
How long
will it take to get set-up and start providing
support?
Please allow approximately 5 to10
business days, depending on the skill set your
operators will require. This will enable us to
recruit and train suitable candidates on your
particular products and services.
Where
are you located?
Our Operations Center is in
Noida, UP, India
Our servers are located in major
US data centers.
How much does it cost?
eHelp Global has different packages. Besides
this one can customize his package according to the
requirement for your website depending on the
website traffic.
Will I be billed
automatically every month?
Yes and No. We do
recommend subscription method with recurring
payments at the beginning of the next monthly cycle.
However, if you want a manual invoice to be sent
every billing cycle, we can.
We also offer 5%
discount on quarterly and 10% on semi-annual upfront
payments on selected packages.
Is there a
setup fee? Are there any additional payments?
There are no setup fees and no additional payments.
There is only a subscription fee that can be paid
each month or quarterly.
Do I get money
back, in case I am not satisfied with your service?
First of all we assure you that we provide a
quality service that is worth more than you pay. We
go in for a SLA and NDA with our clients to ensure
quality, security and trust.
If you are not
satisfied with our services any time, we offer you a
money back guarantee for the unused portion of the
service
I want to see a few businesses
you currently support before I Sign-up?
Unfortunately, client confidentiality means that we
cannot share the references on site. Please use
contact us option to see what we can do.
What happens when operators don’t know the answers?
Over time the knowledge base of the operators
will grow, but there will be times when they don’t
know an answer. In these instances the question is
captured, together with the contact details of the
customer, and this is passed over to the client as a
qualified lead.
Would I have to
pay more for web site with heavy traffic?
We have special
pricing structures and options available for
websites with heavy traffic. If needed, we ask you
to upgrade the package based on statistical data of
few weeks.
Can your chat operators notify
me when a customer on my web site requires immediate
attention?
Yes, we can notify you via phone or
email in real time, enabling you to act promptly on
a lead.
I need to Outsourced, but never
done it before. I am apprehensive.
We can
understand your apprehensions and concerns. It’s a
process of taking professional help to manage a part
of your business: to provide better customer
service, reduce cost of infrastructure and allow you
to focus on your core business.
Why do I
need to outsource my services to you?
In order
to provide customer service to your web visitors
24/7 and indirectly to generate sales for your
company via remote service, without investing in the
infrastructure and without having the commitment of
an onsite employee. In this slow economy, having a
team in house requires a large financial commitment.
For about one fourth of the price or less, you can
get top quality support by outsourcing your services
to us.
Why should I outsource to you?
You don’t require a person to look about the
support team
You don’t require a person to
provide support
You don’t require a computer
set-up
You don’t require infrastructure
You don’t require paying salary to manpower
You don’t have to pay for live chat software
You don’t have to pay for electricity bill
You don’t have to pay for internet connection
You don’t have to search for the manpower
You don’t have to provide special customer
oriented service
And lots more…
Can I cancel anytime?
Yes, there are
no contractual obligations involved unless otherwise
specified or pre-agreed.