FAQs

Live247Support enables you to offer live customer support via our instant messaging software to visitors of your website. With our Gold, Silver and Bronze Features, our Online Customer Relations Agents answer all customer inquiries instantly. When your customers are offered personalised support, guidance and reassurance by our OCRAs, they are more likely to become loyal customers. In addition to this, you will be able to cut your staff costs because the number of emails sent to you by customers asking repetitive questions is likely to be cut by over 90% when you offer live chat support.

Bronze, Silver and Gold packages provide live chat support service for small medium and large businesses while the YouTalk package allows you to use our online based chat support software with your own staff.

Please see the Features page for full details.

Your account will be activated immediately. Our team of Online Customer Relations Agents can start answering inquiries from visitors to your site the moment you install our HTML code and click “activate” in your control panel. Once you click “activate” one of our account managers will start the training program. It can take up to twenty four hours to go live.

Yes. With Gold, Silver and Bronze Features we require a separate subscription for each website submitted. However if you have several domains pointing to the one domain this is accepted as one website. With the YouTalk Package you can use multiple websites for a small additional fee.

Yes. We offer an affiliate program to independent affiliates, while all clients are automatically assigned a unique affiliate identity. Clients and affiliates are paid up to $32 commission for every month a client referred to us from their affiliate link subscribes to our services. All payments are automatically awarded to your account and can be used for purchasing top up minutes or redeemed and paid out to you.
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Yes. Click the ‘Close Account’ button on your admin page. Prepaid minutes are refundable. However, we cannot refund prepaid minutes under the value of $24 due to administration fees.

No, you only pay for what you need. You can view the Live247support Terms of Service here

There is a nominal fee of $160 for each new client website submitted. This fee covers the technical customization of your account, along with the extensive training of our Online Customer Relations Agents on your website/business methodologies.

Yes, you can switch your package at any time (upgrade or downgrade). Any available minutes will be transferred to your new package and adjusted to the same value. If you wish to upgrade from the YouTalk package, you will need to pay a set up fee of $160.

You can view the Live247support Terms of Service here

No, you can cancel at any time. You will be refunded your prepay minutes (sorry, no refunds for prepaid minutes under the value of $24 due to admin charges). Previous and current monthly subscriptions cannot be refunded.

You will be billed monthly for the subscription and you can either ‘pay as you go’ with prepay minutes, or use Auto Top Up.

Yes, see the Payments Methods page.

For subscription-based users, your billing date will usually be within five-days of the day you sign up for Live247support. You will be billed every month unless you click ‘Close Account’ in your control panel.

You will receive your monthly statement via your online control panel.

Minutes used are calculated on a continual basis. For example, if you use 1 min 45 sec, you will be charged for 1.75 minutes (or one minute and three quarters). During a time of inactivity, the chat log will remain active for up to two minutes.

The system will not allow you to go over your allocated minutes. The system automatically turns your status from being “Online” to “Offline” if this happens. You can select the Auto Top Up option to avoid being shown as offline. If you have not selected the Auto Top Up service and your minutes expire during a conversation, we will continue the current conversation(s) until the conversation(s) naturally end. This will avoid any disruption to your potential customers who are seeking advice.

Yes any minutes purchased will be rolled over to the next month.

If you wish to cancel then simply login to your PayPal account and cancel before the next payment date. By canceling your account it will auto cancel your free trial.

Installing the HTML code snippet is extremely simple. You just copy it from the place it is generated in your control panel to your website code. If for any reason you feel unable to install the HTML code snippet, contact us and we can install it for you for a small fee.

No. The Live247support application will run on our servers. However, it will appear to your site's visitors that it is run from your website.

The Live247support service boasts 99.5% uptime. You can rest-assured knowing that your customers and site visitors will have Live247Support available 24 hours a day, seven days a week.

Live247Support YouTalk Package is designed to run from any computer online through your control panel. There’s no need to download anything.

When you sign up for the Live247Support service, you will be prompted to complete a questionnaire and submit your FAQ's. These details will usually contain all the necessary information to handle most inquiries. If the Live247support OCRA cannot determine a solution to the customer's problem with the given information, he or she will prompt the customer to email you or when next to call, and inform the customer of office opening hours etc.

For each website using Bronze, Silver or Gold Package no less than fifteen OCRAs will be trained specially to deal with customers from your website. At any one time, there will be five OCRAs awaiting customer inquiries from your website. If your website creates too many inquiries for five OCRAs to handle, we will train more agents to deal with customers from your website to meet demand at no additional cost.

You can specify how you would like Live247Support OCRAs to handle your inquiries, including whether you would like to the OCRAs to identify themselves as employees of your company, or as third-party representatives, how they should greet your customers and products they should recommend. You can even chat directly with the OCRAs that service your website to give them pointers and make requests, observe chats from your website in real time, download chat logs to review and even engage in current chats all through your online control panel!

Live247Support Online Customer Relations Agents are trained to respond to a variety of inquiries. We regularly handle inquiries such as general product questions, hours and operation of your phone-support team and/or physical storefront, and checking order status (a website where we can view the status of your customers' orders must be furnished if you would like us to check order status). Just contact us if you have any special requests. Anything your staff can do, our staff can do for less.

Live247Support Online Customer Relations Agents are trained to answer customer-service questions, up-sell your product and assist with everything from how to place an order to dealing with refunds. You can be assured that Live247support will do everything possible to ensure that every visitor to your website becomes a loyal customer.

Most chat requests will be responded to immediately. Occasionally, during high usage it may take up to 15-seconds for a Live247Support Online Customer Relations Agent to respond to an incoming chat.

Yes. Subscribe to the YouTalk Package.