Frequently Asked Questions

General Questions

What is LiveChatOnSite.com and how can it help my business?
LiveChatonSite.com combines a call-center with a proprietary live-chat application. LiveChatonSite.com enables you to offer live customer support chat to visitors of your website. With the LiveChatonSite.com application, you can be rest assured that our live chat agents are manning your website and generating leads for you.

What are the different plans you offer?
Please click here to see the various subscription-based plans we offer.

How soon after signing up can I begin using “Live Chat on Site” service?
You can start using our live chat operators as soon as you sign up. Our operators will begin answering enquiries from visitors to your site as soon as you enter pre-defined answers in your control panel. You will be receiving complete assistance from client servicing team.

I own more than one website, can I have “Live Chat on Site” running on all my websites?
1 site license allows you to add “Live Chat on Site” on single website only. You can buy additional site license from your control panel.

Do you offer incentives for new customer referrals?
Yes, you can provide the affiliate link mentioned in your control panel to anyone. Once they sign up you will receive 20% referral bonus in your paypal account.

Is there a Free Trial?
Yes. We offer 7-Days Free Trial. If you do not like our service, you may cancel your account and you won’t be charged a penny.

Can I cancel at any time?
Yes, you may cancel your subscrption at any time. Your monthly charge will be prorated during the month in which the cancellation takes place. Once you cancel you won’t be charged again, but you are responsible for whatever charges have already been incurred for the current billing period. For example, if your billing cycle is on the 18th of every month, and you cancel on the 24th, you’ll still have to pay for the current month, but you won’t be charged again after that.

Are there any activation fees?
No, There is no activation fees

Can I switch my plan after signing up?
Yes, you can switch your plan at any time (upgrade or downgrade). Your account will be prorated for the month during which the change takes place.

Billing Questions

Does “Live Chat on Site” require a contract?
No, there are no contracts with “Live Chat on Site”. You can cancel at any time.

How often will I be billed by “Live Chat on Site”?
You will be billed every 30 days.

Does the 7-day free trial require a credit card
Yes, All paid account requires PayPal Subscription so that we can charge you automatically once the 7 day trial period is over.

Can I pay by Cheque or Money Order?
Unfortunately we accept only credit and debit cards at this time. You can also use your Paypal Account to make payments.

When will my credit card be charged for the 24×7 chatagents service?
For subscription-based users, your billing date will usually be within 7 days of the day you signup for “Live Chat on Site”.

How will I receive my monthly statement?
You will receive your monthly statement via e-mail from PayPal.

Can I change my plan in the middle of the billing cycle?
Yes, you can change your plan at any time. Your account will be prorated for the month during which the change takes place.

Do unused chats rollover to the next month?
No, unused chats do not rollover from month-to-month.

Answering Service Questions

How will “Live Chat on Site” operators know how to answer enquiries on my website?
Upon signing up for the 247chatagents service, you will be able to login to your control panel and add pre-defined answers for our chat agents to answer.

How can I tell “Live Chat on Site” operators how to respond to enquiries?
You can specify how you would like “Live Chat on Site” operators to handle enquiries from website visitors, including whether you would like the operators to identify themselves as employees of your company, or as third-party representatives.

What type of enquiries can “Live Chat on Site” operators respond to?
“Live Chat on Site” operators are trained to respond to a variety of enquiries. We regularly handle enquiries such as general product questions, hours and operation of your phone-support team and/or physical storefront, and checking order status (a website where we can view the status of your customers’ orders must be furnished, if you would like us to check order status).

What are “Live Chat on Site” operators trained to do?
“Live Chat on Site” operators are trained to answer customer-service questions, up-sell and cross-sell, so you can be assured that “Live Chat on Site” will do everything possible to ensure that every visitor on your website becomes a paying customer.

How quickly will a “Live Chat on Site” operator respond to incoming chat requests?
At least 75% of chat requests will be auto-accepted and responded to immediately. Occasionally, it may take up to 15-seconds for a “Live Chat on Site” operator to respond to an incoming chat request.

Technical Questions

How do I install the HTML code snippet on my website?
Installing the HTML code snippet is extremely simple. Just login to your control panel and generate code for your live chat button. Once you get the code, just copy and paste the code on your website.

Will “Live Chat on Site” service experience any downtime?
The “Live Chat on Site” service boasts 99.5% uptime. As such, rest-assure that you will not experience any interruptions in interacting with your website visitors.

Do I need to install anything on my server to run “Live Chat on Site”?
No. “Live Chat on Site” is a hosted application will run on our servers, however it will appear to your site’s visitors that it is running directly on your website.