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Live Chat

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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
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…

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…

Case Studies
Blackshaws Dealerships

When did you realise you needed support? “Driven by finding ways to improve ou…

Case Studies
Urban & Rural

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

Case Studies
V4B

When did you realise you needed support? “Although we’re an established …

Case Studies
Acorn Blue

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

Case Studies
White Oak UK

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

Case Studies
Greensleeves

When did you realise you needed support? “The nature of our franchise requires…


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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