Live Chat Archives | Moneypenny

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.

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