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Live Chat

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Blog
6 simple ways estate agents can use Live Chat

Live Chat is no longer a luxury for estate and lettings agents. It’s a necessi…

Blog
Live chat provider – a checklist

Website visitors tend to be impatient, expecting answers to any questions they m…

Knowledge base
How to use Live Chat Shortcuts

One of the many reasons customers (and businesses) love to use Live Chat is for …

Knowledge base
How to use Labels in Live Chat

Using Labels is an effective way to boost your customer’s Live Chat experience…

Knowledge base
Transferring chats and understanding Ban and …

Transferring a chat  Transferring a live chat to another team member is easy. S…

Blog
10 Reasons why Live Chat increases ROI

Typically, live chat is used to support sales or customer service activities. Bu…

Blog
Best live chat for websites – features …

When it comes to providing a great user experience on your business website, des…

Blog
Choosing the best live chat software for eCom…

Having instant support always on hand can make a huge difference when it comes t…

Blog
6 simple ways law firms can use Live Chat

There is a boom in the use of Live Chat by law firms right now, as firms realise…

Blog
3 minute watch – Discover Live Chat for…

Here Louise Wilson, Head of Finance Sector, and Leanne Teburi, Live Chat Operati…

Blog
Managed live chat for WordPress

  Human-powered live chat is incredibly popular, as it can provide tailored…

Blog
Instant gratification & estate agents

“Order an Uber, book a dental appointment, download and complete training…

Blog
How to hire a live chat agent

The way people shop and browse online is changing, and expectations are rising. …

Blog
Managed Live Chat – 4 Key Benefits

People expect things fast. Technological innovation has redefined customer expec…

Blog
Different ways Accounting Firms are using Liv…

There’s just one way of using live chat. Right? Well, actually no. At its hear…

News
Top Tips on Live Chat Etiquette

According to Moneypenny, use of Live Chat has doubled during the current pandemi…

Blog
Live Chat for Estate Agents: Open the door to…

It’s leading the way in customer service satisfaction, helping the 44% of peop…

Blog
Law Firms’ Live Chat use is on the up ̵…

More firms are picking-up live chat on their websites, and reaping the benefits.…

Blog
Why does Covid-19 encourage SMEs to increase …

As working from home becomes the new norm, employer expectations have adapted as…

Blog
Listen back – Live Chat: How does it work?
Listen back – Live Chat: How does it wo…

Want to know the benefits of Live Chat for law firms? Rewatch Bernadette Bennett…

Blog
Webinar – Live Chat: How does it work?

Moneypenny is teaming up with the Law Firm Marketing Club for a webinar about al…

Case Studies
JMW

When did you realise you needed support? “As a multidisciplined firm, we deal …

Case Studies
Northside Truck & Van – Mercedes-B…

When did you realise you needed support? “We knew we were missing out on leads…

Case Studies
Ellacotts

When did you realise you needed support? “We found people calling out of hours…

Case Studies
Keatons Estate Agents

When did you realise you needed support? “We used Moneypenny to help us answer…

Case Studies
Stenprop

When did you realise you needed support? “As our property portfolio continued …

Case Studies
Right at Home

When did you realise you needed support? “Although we have lots of information…

Case Studies
Bluebird Care

When did you realise you needed support? “We needed to implement some game-cha…

Knowledge base
Getting started with Live Chat: FAQs & t…

In this guide, we’ll explore some of the frequently asked questions when it co…

Case Studies
White Oak UK

When did you realise you needed support? “While we saw a great deal of online …

Case Studies
Leeds Law Society

When did you realise you needed support? “We need to be available to our membe…

Case Studies
Farleys Solicitors

When did you realise you needed support? “Our central enquiries team managed o…

Case Studies
JMW

When did you realise you needed support? “With our aim being to increase clien…

Case Studies
Rowlinsons Solicitors

When did you realise you needed support? “Our aim was to increase accessibilit…

Case Studies
Fabric IT

When did you realise you needed support? “As we’re a managed services provid…

Case Studies
Acorn Blue

When did you realise you needed support? “Working remotely across many develop…

Case Studies
Lanyon Bowdler

When did you realise you needed support? “We’re a busy firm so it was someti…

Case Studies
Urban & Rural

When did you realise you needed support? “We’d been using live chat software…

Blog
The complete guide to Live Chat

What is Live Chat? Live chat is a means of communication used by businesses and …

Blog
Improving customer service through managed li…

Customer service is one of the most vital aspects to the success of any business…

Knowledge base
Pearl Accountants

Award-winning practice Pearl Accountants came on board with Moneypenny’s T…

Case Studies
Chamberlains

When did you realise you needed support?  “With small teams in branch, we re…

Case Studies
Parker Bullen Solicitors

When did you realise you needed support? “We wanted to offer an instant way fo…

Case Studies
Autotech Recruit

When did you realise you needed support? “We were using another live chat prov…

Blog
Study shows increase in live chat usage durin…

Lockdown has seen many businesses scramble to adapt to the new government guidel…

Case Studies
Chinneck Shaw

When did you realise you needed support?  “We’re always looking for exciti…

Case Studies
Mercury Car Centre

When did you realise you needed support? “With an increasing number of calls c…

Blog
Recover your customer enquiries with Live Cha…

The sudden switch to remote working has presented many unique challenges and hur…

Blog
Free Live Chat for Relocation Agent Network m…

So many things aren’t business as usual right now. With more agencies than eve…

Blog
Pearl Accountants: An inside view on Live Cha…

Communication is a vital tool in winning new business – including business…

Blog
How to improve your conversion rate with Live…

Live chat is proven to be a really effective way to convert web visitors into cu…

News
Law firms alerted to Live Chat spike followin…

Moneypenny is alerting law firms to a spike in activity in the week following Ch…

Blog
5 reasons to outsource Live Chat

Customers are now, more than ever before, looking for rapid responses from suppl…

Blog
Pearl Accountants: Growing your business with…

Meet Moneypenny client, Shoaib Aslam of award-winning accountancy practice, Pear…

Blog
5 reasons why estate agents choose Moneypenny…

It’s the no.1 tool for customer satisfaction, and over a third of online visit…

News
Moneypenny creates dedicated legal Live Chat …

As the world’s leading provider of outsourced communications, Moneypenny has c…

Blog
Listen again – Don’t let your law fir…

Missed our webinar? Catch it again here. Listen to Moneypenny’s Claire Smi…

Blog
Webinar – Don’t let your law firm get…

1:30pm Tuesday 17th September 2019 Register now We expect to see Live Chat on al…

Blog
Listen again – Intro to Live Chat

Interested in learning more about Live Chat? Listen again to our Intro to Live C…

Blog
Live Chat for Auto: Overtake your competition

Short on time? Put your customers in the fast lane with the no.1 tool for custom…

Blog
5 reasons why live chat will enhance your cus…

It’s important for businesses to provide a variety of ways for customers to co…

Blog
Webinar – Intro to Live Chat

1:00pm Wednesday 7th August 2019 Register now Live Chat usage is set to grow by …

Blog
How to boost sales with live chat

Live chat allows you to engage with website visitors at the very moment they are…

Blog
How to give great customer service through on…

Live chat is one of the fastest growing customer service, sales and marketing to…

Blog
Whitepaper: Join the Live Chat revolution

Live Chat is the biggest opportunity to grow your business this year. Our report…

Blog
5 ways to give better customer service

It’s no secret that great customer service is one of the biggest indicators of…

Blog
5 business growth tips for SMEs

It’s tough out there for an SME – running a business takes time, energy,…

Blog
5 ways answering services help your business …

There is no question that a professional answering service (whether that’s tel…

News
Live chat services predicted to grow by 87% i…

Moneypenny predicts that small businesses will increase their use of live chat b…

News
New research reveals peak times for key Live …

Our latest research has revealed the peak times that house-hunters and vendors a…

Blog
What is live chat?

Live chat (sometimes called web chat or live web chat) is a tool you can add to …

Blog
4 reasons to use live chat

Did you know that live chat can increase website enquiries by 49%? That’s a bi…

Blog
#Calculate2Innovate with Moneypenny

This month, Moneypenny is encouraging business owners to give just 30 seconds of…

Blog
7 ways technology can help grow your small bu…

Consumer expectations have risen in recent years, creating challenges for start-…

News
Moneypenny recruits for rapidly growing Live …

Moneypenny, the world’s leading provider of outsourced communications for busi…

Knowledge base
The Moneypenny Difference

Our co-founders recognised from the outset the importance of making Moneypenny a…

Blog
2018 – a year to remember!
2018 – a year to remember!

2018 has been a year of milestones for Moneypenny. We’ve enjoyed every single …

Knowledge base
Taking chats guide

Take a tour through the chat section of your portal. From alerts and security to…

Knowledge base
Top tips to maximise Live Chat on your website
Top tips to maximise Live Chat on your websit…

From customising the design of your chat widget to activating proactive chats, y…

Knowledge base
What are proactive chats and why should I use them?
What are proactive chats and why should I use…

In a nutshell, proactive chats are an incredibly powerful tool and will add valu…

Knowledge base
How Moneypenny PAs resolve chats on your behalf
How Moneypenny PAs resolve chats on your beha…

Our Moneypenny PAs will quickly become one of your most precious tools. We don&#…

Knowledge base
An overview of the Live Chat admin portal

Your portal holds anything and everything you need to set-up and customise your …

Knowledge base
Starting a chat from a link on a webpage

It’s easy to pick and choose exactly where you want Live Chat to appear ar…

Blog
Why our property team’s the best in the industry
Why our property team’s the best in the…

Meet our property team. After 10 years of service clients in the property indust…

Knowledge base
How to customise your Live Chat widget

Creating the perfect chat widget for your website couldn’t be simpler. And…

Knowledge base
Live Chat – your most powerful website tool
Live Chat – your most powerful website …

Our amazing people manage live chat on your website whenever you need. Bright an…

News
Moneypenny appoints ex-agents to Live Chat te…

Our dedicated Live Chat team has been further strengthened by the appointment of…

Knowledge base
How do I set up Live Chat software?

Adding Live Chat software to your website is surprisingly simple; it only takes …

Blog
The benefits of a Moneypenny specialist team
The benefits of a Moneypenny specialist team

Discover Moneypenny specialist teams. A fully outsourced omnichannel service del…

Knowledge base
How to track Live Chat in Google Analytics

Moneypenny’s Live Chat portal is a great place to see all the chats that have …

Blog
2017. What a year!
2017. What a year!

What a year we’ve had! It’s fair to say this year has been pretty in…

Knowledge base
Removing Live Chat on mobile devices

We’ve made it super easy to do this, so even if you’re not an expert…

Knowledge base
Opening a chat from an email link

Many of our clients want to link to their chat widget directly from an email. Th…


FAQs

  • What happens out of hours?

    From 6.00pm until 8.30am the next morning, we can either remove the chat button from your website or turn the chat button into a ‘Leave a message’ form. For Live Chat support outside of these hours, talk to us about our evening and weekend and 24/7 solutions.

  • Does Moneypenny keep a log of my past chats?

    Yes – these are available for you to view via your Live Chat portal.

  • Can I have proactive chats?

    Absolutely – they’re the best way to maximise the value of having Live Chat on your website. We work with you to set these up when you join us. After this time, you can switch this facility on or off as and when required.

  • Can I customise my chat window?

    Yes, you can. We make sure your chat window design works with your website when you join us. Going forward, you are able to make any further changes yourself via your secure portal.

  • Do I pay for all chats?

    No – we define a chat as a minimum of 4 interactions. This is to make sure that you’re only paying for chats that are relevant to you.

  • How does the overflow service work?

    It’s simple. When you’re logged in, chats will be directed straight to you. If you sign out, make yourself unavailable, or reach your chat limit, any new chats will be looked after by Moneypenny.

  • How do you know who to send chats to?

    We’ll work with you to create tags so we can monitor the types of chats that are coming in. Each of these tags will have emails associated to them so that they’re sent to the right person in your company to deal with.

  • What message details will be sent over to me?

    We’ll aim to resolve the majority of chats there and then based on the information we have put together with you. For anything else we’ll send you the full chat transcript including details on how to get back in touch with the visitor.

  • How do you get to know my business?

    The more we know about your business, the better we can serve your customers. Whenever you want to update us or make any changes, we’re only a call or email away. You also have access to your own secure portal. From here you can amend canned responses you’ve suggested we use, view reports, look through historic chats, update how Live Chat looks on your website and much more.

  • How do I add Live Chat to my website?

    All you need to do is add a small piece of code to your website. It’s that simple. From this point, whenever a visitor enters into a live chat on your website, that chat will pass automatically to a Moneypenny PA: all the time or just when you’re unavailable. Briefed by you when you join us, they will either resolve your visitor’s request there and then or (having sent the request to you immediately via email) reassure them that you’ll be in touch straight away.

  • Am I tied into a long-term contract?

    No – once you’re signed up there’s a three month minimum contract. Thereafter, we require only one month’s notice to close your account from the date of your next invoice.


  • We give you amazing people and technology:

    Telephone
    Answering

    Your own Moneypenny PA to answer calls exactly as if based in your office.

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    Live Chat

    Amazing people, briefed by you to manage chats whenever you can't.

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    Pocket Phone System

    All the functions and support of an office phone system, minus the hardware.

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