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Live chat provider – a checklist

Live chat provider

Website visitors tend to be impatient, expecting answers to any questions they may have there and then. Your ability to answer those questions can make the difference between a new customer and a lost customer. Live chat is the quickest and most effective way to answer customer queries.

Live chat is one of the most effective communication and conversion rate optimisation tools available. Highly cost-effective, many online businesses now have a live chat provider at the core of their customer service strategy. Consumers expect answers fast, and a managed live chat provider can resolve customer queries much quicker than someone can answer an email or phone call.

It’s also highly efficient. When artificial intelligence is integrated with human live chat agents, users can have generic questions answered instantly, while an agent can be on hand to answer any more unusual or ad hoc queries and questions.

Not to mention cost-effective. By outsourcing to a live chat provider, you can enjoy the benefits of an in-house live chat agent for a fraction of the cost. Plus, there are no permanent contracts, no lengthy administrative employment paperwork to get through. Best of all, there’s no need to recruit, hire and train people.

24/7 live chat support

Roughly 25 million Americans are shift workers. Working rotating or irregular shift patterns can mean that the most convenient time to contact a business is in the middle of the night or first thing in the morning before starting a 6am shift.

Moreover, for those workers adhering to regular office hours, it may not be convenient to call or go online during the day while at work. Parents, too, may want to contact a business during the evening, after they’ve put their children to bed.

With this in mind, 24/7 support can be a game-changer. It can give you a competitive advantage and greatly enhance a potential customer’s experience with your brand.

Optional chatbot integration

You can tailor the experience to greet each of your visitors in several different ways with a trusted live chat provider such as Moneypenny. One customisation tool available to our Live Chat customers is the ability to integrate chatbots. Chatbots can be used to auto-respond to visitors, help qualify leads with specific questions, and answer frequently asked questions.

With trained Moneypenny Receptionists ready and waiting to take over should they be required, you can offer a seamless user experience that utilises the best aspects of artificial intelligence and human capabilities. Customers can enjoy the instant responses of a Chabot, coupled with the empathy and rapport-building skills of an experienced receptionist.

The clever features of the chatbots allow you to set questions to specify the nature of an enquiry. The user can then be forwarded on (without any delay) to a human agent, or contact details can be logged for a callback or email response.

UK-based dedicated live chat agents

With Moneypenny’s Live Chat service, you can enjoy the benefits of a dedicated receptionist based in the United Kingdom.

One of the reasons this service is so successful is that our UK-based Live Chat agents can quickly build rapport and empathy with users. There are no language barriers, and phrases and quotes that might otherwise be misunderstood can be interpreted as required by an agent based in the UK.

We also have a range of experienced Live Chat agents with a wealth of knowledge across many industries. We match you with the best agent for your business. When you sign up for our Live Chat service, you will be invited to a Welcome Call with your dedicated Moneypenny Receptionist, where you can tell them more about your business and how you would live chats to be handled. They will handle chats exactly like someone based full-time in your office would.

The great thing about outsourcing is that you don’t have to worry about sick days or holidays. There are no permanent contracts or lengthy legal paperwork to fill in either. You can enjoy the benefit of a highly-trained individual, without all the red tape.

Proactive & manual chats

One of the greatest features of our Live Chat service is that the chat window settings can be tailored according to the page of your website the user is on.

For example, you might leave it up to the visitor to click and open a manual chat on a homepage, but on a checkout page, if no action is taken after 30 seconds, you can set a proactive chat window to appear and ask the visitor if they need any assistance.

According to a report from SaleCycle – the eCommerce checkout abandonment rate varies from 50% to 85%, depending on the industry. With this in mind, as mentioned previously, a great place to add a proactive live chat can be during the checkout process. Drop-offs can be due to other issues such as website speed, but more often than not, potential customers have questions regarding creating an account, discount codes, shipping costs and payment methods.

If your website offers a service rather than a product, specific web pages often contain forms to complete. Again, drop-offs can occur because people aren’t sure how their data will be handled, how long it will take to get a callback and many other ad hoc reasons. You can use live chat to answer these questions directly which will then inform future webpage design. For example, if your reports show that the same question is asked frequently, you can try and answer it prominently within the website’s copy.

Combined with the available reports, you can make data-driven decisions about when it is best to use proactive chat and when it is best to leave it up to the visitor to initiate a chat themselves. You can also call upon the assistance of your Moneypenny Account Manager and Live Chat agent, who have learnt lots of tips and best practices from years of live chat and website UX experience.


Customisable live chat window

Great for branding, you can use our Live Chat design studio to style the chat window exactly how you want it. This includes the colours and the logo that appears on the widget. You can also customise the greeting by page or by tags, so that a user receives a specific and relevant message according to the page  they are on.

Overflow service

If you prefer your in-house team to handle chats when available, that’s not a problem. With our overflow service, when a member of your in-house team is logged in, visitors will be directed to one of them. When there is nobody logged in from your team, we can handle the chats instead.

Online live chat reporting portal

Our online portal provides important reports and data that can help you to refine your website’s user experience. Data is crucial when it comes to user experience and conversion rate optimisation. With the online portal, you can access reports, make adjustments, customise your live chat experience, and contact a Live Chat team member.

Great reviews

Unlike some of the other live chat providers out there, Moneypenny has excellent reviews on both Trustpilot and Google.

Thanks to our UK-based Live Chat receptionists, our industry knowledge, and unique training and recruitment strategies, you can be sure that you have the best possible software and people on your side when you sign up.

No long-term contracts

There are no long-term contracts with Moneypenny’s Live Chat service. After a seven-day free trial, there is a minimum contract length of three months. After the three months’ contract is up, should you want to cancel for any reason, then we require one month’s notice after the date of your next invoice.

Free trial

You can start your free trial at any time. With no payment details required and no obligation to sign up for the service at the end of the trial, why not give our Live Chat service a try?

Click here to find out more about Moneypenny’s outsourced Live Chat service.


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