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Live Chat

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Blog
7 ways technology can help grow your small bu…

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

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 …

Blog
How Moneypenny supports the legal industry

With over 950 firms on board, clients trust us to answer their calls and live ch…

Blog
How Moneypenny supports the real estate indus…

Our unique combination of awesome people and impressive technology give us every…

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

From customizing 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 awesome tool and will add value to your we…

Knowledge base
How Moneypenny Receptionists resolve chats on your behalf
How Moneypenny Receptionists resolve chats on…

Our Moneypenny Receptionists will quickly become one of your most precious tools…

Knowledge base
An overview of the Live Chat admin portal

Your portal has everything you need to set up and customize your Live Chat. It c…

Knowledge base
Starting a chat from a link on a web page

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

Knowledge base
How to customize your Live Chat widget

Creating the perfect chat widget for your website is easy. And, what’s gre…

Knowledge base
Adding Live Chat to your website

Although this may sound like a complicated task, it really isn’t. Once you…

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…

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

  • Does Moneypenny keep a log of my past chats?

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

  • 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 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 Receptionist: 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.

  • Can I have proactive chats?

    Absolutely – they’re the best way to maximize 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 function on or off as and when required.

  • Can I customize 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.

  • 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 chat limit, any new chats will be managed by Moneypenny.

  • 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 adjust shortcut responses you’ve suggested we use, view reports, look through historic chats, update how Live Chat looks on your website and much more.

  • Am I tied into a long-term contract?

    No – we know you don’t want to be tied into a long-term contract. After the one week trial there is a three-month minimum contract. Thereafter, we require one month’s notice to close your account from the date of your next invoice.

  • 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.

  • How does your pricing work?

    We don’t do hidden set-up fees or admin charges. Our flexible pricing plans include bundles of chats so you’re only paying for what you need.


  • We give you amazing people and technology:

    Call Answering

    Your own Moneypenny Receptionist 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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