Frequently Asked Questions ( FAQS ):


Does the service stop if there is a problem?


The service is designed to not stop no matter what problems may occur. Barring problems with our client’s website, any issues we face can be resolved either by fixing the bus then and there, or transferring the workload to another location if it takes longer than average. Our software is also thoroughly reliable and we use two other off-the-shelf applications is the unlikely event that something does go wrong.





What happens if the service acts up or just goes offline?


The service is maintained through a fail-safe web-server, so that if one location (one of the many locations where our chat agents work) goes offline for any reason, such as power failure or loss of connectivity, another location is ready to take its place on an instant’s notice, through the web-server. In addition to that, our business managers and IT team remain in close contact with our clients and work tirelessly to keep the service running smoothly 24-7. Any resilient problems are forwarded to their expert hands.





What is the cost of using a live chat service as compared to a phone-in setup or email support?


Live chat services allow you to employ OUR team for YOUR website without having to hire any agents yourself. You will not be required to perform any tasks unless input from your end is necessary. This means that your initial setup costs are at a bare minimum and you don’t have to worry about salaries and benefits. You can also use a much smaller team than you would need for a phone setup because of the ability of chat-agents to multitask as opposed to phone setups. You will not need to invest in workspace or quality management as everything is inclusive in the service package. These factors cut initial setup costs for a chat service to a fraction of what it is for phone setups, while avoiding the kind of delays and backlog experienced with, for instance, e-mail support.





Do we provide medical, legal or other specialized advice to visitors online?


No we do not. Our chat agents can only direct visitors to information on your website that you yourself have placed there. Other than providing the services mentioned on our service page, our agents are not qualified to provide medical, legal or other types of advice that only licensed practitioners or experts are allowed to provide according to the lays of your host country.





Can we provide services in languages other than English?


Yes, comprehensive language support is one of our newest service features. While we have been providing services in other languages before, we now provide chat support in all major languages. This is made easy as our software supports all languages and we hire native speakers to provide alternative language support wherever required. You can also ask for multilingual support on your website.





Can I expand or contract the size of the team? How often?


Yes. You can manage your team size according to your traffic needs at any time you require. You can upscale or downscale dynamically and also change the work schedule and include or exclude holidays and weekends if you prefer.





Can they provide after sales services and other types of customer support?


Yes. Chat agents can be trained to perform any type of tack which is legal. Many of our agents regularly perform after sales services, complaints management, feedback services, survey taking, online-sales and live-helpdesk services. Many tasks also involve online inventory checking and appointment setting.





Are the chat agents capable of multitasking?


Yes. One of the most attractive features of live chat to businesses is the fact that each chat operator can talk to multiple customers on the website at the same time without the need for your visitors to wait in a queue!





What is the conversation rate that I can expect?


Typically, we can generate 40 to 70 percent more leads on your website, and provide direct customer focused services which is great for return-business and your reputation. The exact conversation rate depends on your traffic, business, products or services and other factors related to the industry you are in.





Can my team get involved directly with the chats?


Yes they can. Our software can be installed at your location as well, which means that you can use it to chat directly with a visitor yourself. Many special inquiries are received on a daily basis, which require referral to our clients or direct input from them; our agents can directly transfer a live, running chat, straight to you or one of your business managers on their computer without the slightest delay. All you would need to do is install a copy of the software and be present to conduct redirected chats.





What tools do operators have to do their tasks better?


Operators have no-queue chat system which connects every single visitor with an operator, ensuring instant satisfaction. Operators have tools such as the push page feature; which opens up a webpage directly on the visitor’s browser, and the canned messages library; which enables operators to select and provide standard information without repeatedly typing it out for visitors. Frequently requested information can be provided by either presenting the relevant webpage (with the info) through push-page feature or by clicking on a canned message (the canned message library has no size limit, is categorized under subject and is easily accessible).





How will they learn to sell my products and services?


Agents are trained through the use of your website material, catalogues and other product knowledge documentation that you see as being important. We develop a training document in collaboration with you, which focuses on three areas; website knowledge, product knowledge and the functions that you will require the agents to perform on your website.





Can they make sales?


Yes. Online sales and lead-generation is one of our specialties. Chat agents can be trained to sell products, services or both, pitch sales, generate sales leads for your own sales team to follow up and even cross-sell & up-sell if required. Comprehensive product knowledge and sales training is provided to every operator.





How do they provide the service?


Our software is mobile and based on internet connectivity. This means that we can deploy agents from anywhere in the world at any time. Many of our part-timers prefer to work from their own homes, and the software ensures they remain connected with your website and provide services seamlessly. Operators wait on visitors using our top of the line WG live chat software application, which connects them and puts them in touch with every single visitor on your website.





How many visitors can they manage?


Each agent can comfortably manage at least four chats at a time, through four separate chat windows, and can switch from one chat to another, multitasking between anywhere from four to twenty chats at any given time. We can even set a limit on the number of chats for each individual agent; therefore, newer agents are usually given less workload as compared to the more experienced agents.





Where do chat agents come from? How many can I have?


We hire and comprehensively train each agent specifically for your business. Each team of agents can have its complete hierarchy; with its supervisor(s), manager(s) and operator(s) dedicated to different and customizable tasks. Our quality process dictates that we hire the best available resources, teach them about the service and your business and comprehensively test them every step of the way so that we can ensure your business is represented by educated and polite chat staff. WebGreeter hire staff at out three worldwide locations and work-from-home staff from everywhere in the world.





How does the service work?


The service works in a very simple way. Our software connects chat agents from all over the world with an online web-server. The server, in turn, connects with your website. When a visitor comes to your website, the web-server tells the software, which then connects a chat agent with the visitor. The system greets your online visitors and then connects them with a chat operator instantly. The WebGreeter service has been successfully used by Auto retail businesses, ticketing websites, consumer goods retailers, real estate agencies and educational and training institutions amongst others to convert thousands more visitors to hot leads

Please refer to our Service Brochure for more details, or talk to one of our Business Managers today!





Are there any legal obligations I should be aware of?


Not specifically. We usually offer a three month starting contract to our clients for them to access the results of our service and then we can offer an open ended running contract which can be terminated at any time. All legal obligations that you must be aware of are those specific to your national laws and the laws of the country which hosts your website. WebGreeter will not accept responsibility to research legal issues and will not be held liable for any activity you ask us to perform if it is not consistent with the laws of your domain.

Please click here to view our Service Agreement





How long does it take to deploy this service?


The service can be deployed very quickly if your area of business is familiar to us; however, even if we need to train our chat agents to provide new services, it takes a few days at most to conduct training and deploy the service. Deployment itself requires a simple software installation and a small addition to your website’s HTML code. This enables the software to communicate with the website and the only additional phase is to train agents (whether you agents or those provided by us) to use this simple and easy to learn application.





How much work do I have to do to deploy this service? Will I need to provide access to my website?


You would not have to provide access to your website code or do any extraordinary work to enable a quick deployment of service. We provide your IT team or webmaster with a short segment of HTML code to paste on your website page codes. The rest of the deployment work takes place within our own process. All you have to do is provide us with the information you feel necessary to train agents for your website.





How can I check the quality of the service?


Periodic quality reports and live chat transcript reporting that takes place throughout the day keeps you up to date on the quality levels of your service. Each reported chat transcript is e-mailed as it is directly to an e-mail address that you nominate. Analytical reports are also offered which reveal how successful and efficient the service for your website is or was during any period of time.





How can I check my bill?


You can log onto your Dashboard to check the current due balance of your bill at any time during the course of a week or month (or other billing period). Past bills are also available to be viewed as well as payment receipts.





Can I cap the maximum limit on the number of chats?


You can define the limit of what you want to pay or how many leads you would like to have generated from your website on a day-today basis. Our business managers can shut off the service during a working shift IF your cap or bill limit is reached.





How can I report a problem with the service?


The service comes complete with your very own dashboard account. The Dashboard is part of your service and is provided so that you can monitor the state of the service. It is a one stop hub where you can check the transcripts of previous chats between the agents and your visitors, check on your current and past bills, check on the service quality or even generate trouble tickets which will immediately alert our business managers and IT team. Being able to report problems is made easy through the use of the Dashboard and ideal at times when direct contact is not possible.





What happens if a visitor faces problems with the website?


One of the important functions of the chat operator is informational. When a visitor has issues finding specific information or loading a website page, the agent provides directions to the information or can even directly ‘push’ the page to as visitors web browser. A fault on the webpage, such as loading issues or broken links, can also be found and reported to your webmaster for immediate corrective action.





How will the chat transcripts be reported?


Chat transcripts are automatically reported to you. When a chat agent concludes a conversation, they assign a type to it such as ‘sales-lead’, ‘complaint’ or ‘call-back’ and they close the conversation. When the conversation is closed, our software automatically e-mails it to the person nominated to receive each type of chat. Your sales team will receive the ‘sales-lead’ chats while your complaint department will receive the ‘complaint’ chats.





Can you help after hours, off-peak hours or weekends?


We provide a run-off service for all our clients’ on-demand. When clients need us to take on extra visitor traffic, especially on public holidays (when your business may be closed but your customers are still shopping), on weekends and during the evening and late night hours.





Can I define a service schedule and dictate when and when not, to chat with visitors on the website?


You can change your service schedule for a whole week, defining the specific start and stop times for each shift and the number of shifts for each day of the week. This service schedule in implemented electronically through the software and can be changed or updated on a moment’s notice.

Please refer to the WGLCS Key Features for more details, related topics and further reference





What is reporting? How will events be reported?


When an operator finishes a chat conversation, it is automatically reported. When a chat agent concludes a conversation, they can assign a type to it such as ‘sales-lead’, ‘complaint’ or ‘call-back’, categorizing it for further reference. When the conversation is closed, our software automatically e-mails each type of chat to the e-mail address nominated to receive such types of chats. Your sales team will receive the ‘sales-lead’ chats on their e-mail addresses while your complaint department will receive the ‘complaint’ chats automatically. This feature reduces turnaround time to a fraction!

Please refer to the WGLCS Key Features for more details, related topics and further reference.





Can I define a service schedule and dictate when and when not, to chat with visitors on the website?


Yes. For every website you provide the service for, you can define and change your service schedule for a whole week, setting the specific start and stop times for each day or shift as well as the number of shifts for the week. This service schedule in implemented electronically through the software as soon as you press a ‘save’ button and can be changed or updated across the board at a moment’s notice.

Please refer to the WGLCS Key Features for more details, related topics and further reference.





Can I connect with mobile online visitors?


The application’s HTML code is designed to track traffic from all sources, whether connected with a laptop, PDA or regular computer. This makes it possible for your visitors to chat on the website even when they are using a mobile browser or operating system.





Can I provide services in languages other than English using this software?


Yes, comprehensive language support is one of our newest features of the WG live chat software solution. The system can include any windows based application code and provides the ability to chat in that language. The software can be used to provide services in English or another language as well as multilingual and bilingual services on a website.  

Please refer to the WGLCS Key Features for more details, related topics and further reference.





What happens if a wave of high traffic hits my website suddenly? Does the system cope well?


The system is designed to serve customers within a user specified time. The system does not put visitors in a waiting queue to chat with an agent. Instead, a new chat is started immediately and it is up to the operator to switch between multiple chats, thereby serving every single visitor, no matter how high the traffic.





What happens if an operator needs a break?


When an operator needs a break, they can click on a break button next to their chat console window. They must finish or transfer any remaining chats to other operators before their break request is activated. This request is sent to the first available manager or supervisor who has the authority to allow or deny, allow or defer the break.Please refer to the WGLCS Key Features for more details, related topics and further reference.





What happens if an operator’s system shuts down unexpectedly during a conversation?


If such an event occurs and disables an operator, the system senses the change and the chat conversations that the operator was involved in are instantly transferred to another available operator.





What is Intelligent Chat Routing?


Intelligent Chat Routing is a powerful feature of the application. Each user’s spoken language, training information - that is, the competency level and the portfolio (all the different) of websites they are trained for - along with availability, current workload and status as primary or secondary operator is used by the system to intelligently match each new visitor with the best available operator. When a visitor lands on a webpage, the chat greeting appears and they have the option (in the case of bilingual websites) to first select a chat language. Once selected, the system looks for a primary (failing which a secondary) operator who speaks the language, is trained for the website and is also available to chat (is logged on and has not reached maximum workload). Please refer to the WGLCS Key Features for more details, related topics and further reference.





Can I expand or contract the size of my chat team? How often?


Yes. You can manage your team size according to your traffic needs at any time you require. You can upscale or downscale dynamically and also change the work schedule and include or exclude holidays and weekends if you prefer. The number of users and the role played by each user of the application is up to you. The application allows you to define and re-define a team by creating, deleting or editing user profiles dynamically.





Are the chat agents capable of multitasking using this software?


Yes. One of the most attractive features of WG Live Chat Software for online businesses is the fact that each chat operator using the system can talk to multiple customers on the website at the same time without the need for your visitors to wait in a queue! You can even assign each operator a cap on the maximum number of chats (a new operator is typically allowed 4 or 5 chats at a time while a more experienced operator can manage more than 10). This is a cost saving feature as more of your visitors can get services at a fraction of the cost you incur with a single visitor using a phone. Please refer to the WGLCS Key Features for more details, related topics and further reference.





How many online visitors can a single chat operator manage


Each agent can comfortably manage at least four chats at a time, through four separate chat windows, and can switch from one chat to another, multitasking between anywhere from four to ten chats at any given time. We can even set a limit on the number of chats for each individual agent; therefore, newer agents are usually given less workload as compared to the more experienced agents.

Please refer to the WGLCS Key Features for more details, related topics and further reference.





Is the application compatible with my system?


If you have a windows based system, whether Desktop, PDA, Blackberry or other device, the WG live chat application will be compatible, however, it cannot be installed without the .NET framework (available free from the Microsoft website). The WG live chat software is .NET framework based software system and works well with any browsers that your online visitors might be using (IE, Mozilla, Safari etc). On the application end, a windows based environment is necessary for installation. Currently, we do not have a mac based version on the market however we are working to develop and release one very soon. On the visitor’s end, a visitor may use any operating system and any browser to be able to connect with your website and for you to be able to chat with them.





Is the software secure?


Yes the service is secure as it has been designed that way. All information is safely transmitted and received without the possibility of breached.





Can I conduct quality reviews as work progresses on a day-to-day basis?


Yes. The application has a QA interface which allows you to monitor the progress of up to 9 chats at a time. You can review the quality of your online operators and even jump in (as an operator) to make quick corrections without the visitor even knowing.Please refer to the WGLCS Key Features for more details, related topics and further reference.





Can I Analyze website traffic and conversion reports?


Yes, the application provides you with an easy to use interface which can help you generate reports for any past period of time. It helps identify trends and tells you how many visitors have appeared, chatted or been converted to a sales lead. Please talk to one of our business managers at (877) 771 - 6067 for more details. Please refer to the WGLCS Key Features for more details, related topics and further reference.





Will the chat window interfere with the website?


Not in the least. Our chat window is embedded onto your webpage and is light and requires very little system resources to load. This window loads along with the page but only appears after a specified time has passed (you can set how long as you might want this time period to be).





Can the application be customized? Can it be integrated with my current CRMs?


Yes the software is a Microsoft® .NET based application which is light and takes up little space. Our software developers provide integration services whereby they and also help you make your own custom chat window according to your website’s theme and color scheme.





Do I get after sales and tech support?


Yes. We provide comprehensive after sales support and tech support in order to ensure that your application works perfectly. Our business managers and Tech team are available for problem solving and feedback at all times. You can also opt for the service along with the application, whereby we manage all of your possible issues and application related problems on our own. Please contact our Business Managers for more details, related topics and further reference.





How do Push-pages and Canned-messages work?


Push pages are URLs which automatically open on a visitor’s browser and canned messages are pre-stored text sentences, which are used to provide quick and accurate information on websites with a simple click. Standard, frequently requested information and the most popular webpage URLs can be sent to customers without having to repeatedly type them. In this application, each website has its own push-page and canned message library available to operators to use as they require. Please refer to the WGLCS Key Features for more details, related topics and further reference.





What uses can I put this application to?


You can use the application to set-up a live-chat contact center online, use the benefits of outsourcing to off-shore contact centers without the typical delays or unmanageability. This makes the service fail safe, that is, if one contact center or user becomes disconnected, the application will automatically use the next available operator. You can also provide the service only for your own website or a group of websites from any number of locations. Many of our own agents often work from home without making a difference to their efficiency.





Why is this application more efficient?


WG Live Chat Software is focused on providing quick and efficient service on websites. A group of users is defined in order to form a team. Each member of the team can be assigned to play a role such as operator, manager or supervisor and even multiple roles. The application allows you to assign teams to manage multiple websites or a single website - from multiple locations. The system uses as little bandwidth as possible, restricts the flow of data to only those users who require it and allows you to control the quality of your service by assigning rank, ability level and efficiency factors to each visitor so that the application can automatically and intelligently connect each visitor with the operator perfectly suited.





What happens if the application crashes on one system or if there is a power failure? Is service affected?


The application is based on a web server. This makes the application fail-safe as it provides you the ability to keep the service running from any of several locations. The only requirement is a running internet connection.





How many users can use this application?


You can identify an unlimited number of users for this system.





What is Greet time and how does it work?


The Greet time is the number of seconds, or minutes, that the system is told to wait before greeting each new visitor. Some businesses believe in a more aggressive selling approach and seek to connect with new visitors within ten seconds, while other websites give the visitor a chance to ascertain that they are on the page they wanted and are settled on the website in order to ensure that they only chat with very interested visitors. You can set a separate Greet-time for each website.

Please refer to the WGLCS Key Features for more details, related topics and further reference.





How many websites can I serve using WG Live Chat Software?


You can serve an unlimited number of websites using the application from as many separate locations as you wish to.





How is this application deployed?


The live chat application is a light application and requires minimum system sources to run. It saves bandwidth and requires very little to get started. The requirement is to copy a segment of HTML code on your web pages and install the application on any number of systems. The application webserver in turn connects with the website through the code you copied on the web pages. When a visitor loads your webpage, a small window with your own Logo, theme and branding appears, with a message from the chat operator offering assistance.

Please refer to the Installation Menu for more details, related topics and further reference.





How can I use this software? For what tasks can I use it?


The application is focused on live-chat based interaction and provides you tools to serve your potential customers and analyze website traffic. Chat agents can use this application to converse with customers and market products and services. Businesses can use the application to manage on-site and off-site chat agents, analyze website traffic and generate useful reports on lead conversion and efficiency etc. Typically, using this software helps you convert 50 to 100% more leads and provide instant customer satisfaction.





What does this software do?


The WG Live Chat Software provides website owners with the ability to connect live with online visitors on their website through internet chat. The application provides an online CRM to manage online customer support and sales teams. It connects online visitors with your online chat-team and provides tools to manage users and visitors interactions, providing push-page, chat-transfer and canned message library interfaces to help users provide seamless online services.

For more detailed information how the WG live chat software works, please have a look at our WGLCS Key Features