| Q |
Why is Live2Support right for my Company? |
| A |
Live2support provide high degree of customer satisfaction by enabling interactive session on your web site. You get more sales and quick support/help solutions. You assist your customer in buying when they are ready. Using Live2Support there is definite increase in sales on your web site.
Live2support has many unique features at unbeatable price. Live2support has been trusted by thousands of customer. Continuous effort of improvement and adding new features is our basic commitment. This creates more powerful and reliable application for live interaction. Live2support has clear focus on most practical features and enchantments; you get more precise pricing and performance.
More then 4 years in business and thousands satisfied customers, most reliable application and various platform compatible.
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| Q |
Do our web site visitor require any specific platform? |
| A |
No. Live2support work very well on all current technology. Your web site visitor can use any web browser on any operating system. Recommended browsers are FireFox 1.5+ or Internet Explorer 6+ on windows, FireFox/Mozila on Linux and Safari 419 + on MAC.
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| Q |
Does my company require any specific platform to monitor web site and chat live? |
| A |
No. Your support executive does not require any specific software. Only your company need computer equipped with Internet and Internet browsers Netscape 7+ or Internet Explorer 6+. Cookies must be enabled.
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| Q |
How much time requires in implementing live2support? |
| A |
Approximately 30 min. is require to start live2support live chat on your web site. Rest depends on number of pages to be integrated. You can ask our support executive to help in integration assistance.
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| Q |
What are the advantage using Live2Support from similar other services? |
| A |
Live2Support offer reliable service at lowest prices and with some unique features. Live2Support provide log of visitors on your web site even if you are off-line and detailed analysis reported which helps in understanding traffic on your web site. All session and logs are stored automatically, which you can access any time from Control Panel. There is no hidden or add no costs. Regular upgrades are available to all customers free of cost. We are regularly improving our service and technology to meet the new requirement. We provide out of box support.
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| Q |
What kind of reliability or stability of services is offered? |
| A |
More then 4 years we are in this business, we have excellent understanding of our business and customer requirement. We have not increased our prices since then. Our servers are in world’s no.1 data center. EV1/The Planet do not require second thought in term of reliability, world class services and uptime. EV1 claims 100% uptime for network. We release upgrades regularly.
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| Q |
Can we install Live2Support ! Live Chat software on our server? |
| A |
At present we offer only hosted service, software will run our server. You need to place only small HTML/Javascript codes in your web pages. Since service generate volume of traffic so regular monitoring and maintenance is require. The advantage traffic should not effect your web site and you will get regular upgrade without any technical involvement /maintenance on your side. For high traffic or more number of users requirement we provide dedicate Live2Support ! Live Chat service instance.
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| Q |
What are the limitation in free trial ? |
| A |
We offer full function 15 days no-obligation free trial for Bonze and Silver package. There is no difference in trial and paid account. We do not ask credit card information during sign-up, so you can try our service risk free.
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| Q |
We will you notify about ending of my trial period ? |
| A |
Yes, we send notifications along with date of expiry of trial period, so you should be able to take action right time. If you do not want to continue after trial then no action is require at your end. If you want to continue use our services then you need to complete payment process at the end of your trial period. You account along with all settings will be continued.
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| Q |
What kind of technical knowledge and involvement is require to setup Live2Support on my web site? |
| A |
No specific technical knowledge is require as long as you are able to small codes in your web pages (which will provide by us) or your web designer easily can do this for you. After adding small Live2Support codes you need to upload your changed web pages. If you see any problem in same, our support team is always ready to help you out.
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| Q |
What type of monitoring is available i.e. from where visitor is coming and what keyword they are using to reach web site?
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| A |
We offer real time visitor monitoring, we also provide raw hits log and analysis. So all visitor details are available even if you are off-line. In visitor monitoring window you can see visitors on your web site and also able to get complete details i.e. from which search engine visitor visited your web site, what keywords they used, you can also track your PPC advertisement details, from which city, region, country and lots more
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| Q |
Is it possible to store answer of frequently asked question to avoid typing again and again same text for different visitors?
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| A |
Yes, we offer pre-define/canned responses. You can define frequently typed answers in control panel, which will be available to you during chat.
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| Q |
Is it possible to direct visitor to a specific web pages during chat or without chat?
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| A |
Yes, you can direct visitor to specific web page while they are on your web site using pro-popup feature. Either you can open a new window or you can change existing web page of visitor (without chatting). During chat you can also push url/web page to visitor to direct or show any specific information you want to show.
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| Q |
Can ban or block some one (IP address) from using live chat on our web site?
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| A |
Yes, you can block any IP from requesting chat. To block an IP address option is available in Control Panel. You can also refuse chat from monitoring window, if you do not want to accept a particular chat for any reason, visitor will be directed to leave a message.
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| Q |
What types of secure options are available for our secure web pages or if we want to have secure chat session? |
| A |
Yes, secure sessions are very much available. You can place codes on your secure web pages to start chat in secure mode and your support operator can login in secure mode for secure chat session. If you see any problem in secure session your can contact our support team to provide solution related your web site requirement. We offer 128 bit encrypted secure connection. |
| Q |
Do I need to open a specific port to use Live2Support or Live2Support need any specific setting if using on firewalled/proxied computer ? |
| A |
No specific setting is require to Live2Support, if you are able to browse web site using web browser on your computer then you should be able Live2Support without any problem. Live2Support usage standard ports for browsing (port 80 or 443). If you see any problem you can contact our support team for solution. |
| Q |
Can I use Live2Support monitoring service from anywhere and any computer? |
| A |
Yes, you can monitor and chat with visitors on your web site from any computer anywhere. We do not restrict to computer or geo location, we provide service based on number of login at a time. |
| Q |
What type of internet connection is require to use Live2Support ? |
| A |
You can use our service with any type internet connection as long as it is consistent. You can use our service even using dial-up internet connection. If internet connection is in-consistent then your support operator may automatically go off-line. |
| Q |
Does Live2Support provide group chat? |
| A |
Our solution is for providing live help/support on web site on one to one basis. Sorry Group chat is not available. |
| Q |
Is is possible to transfer the chats from operator to operator without any problem? |
| A |
Yes, Operator can transfer chats to each other. |
| Q |
Can the multiple people monitoring the same set of requests and each person able to respond to any of the requests? |
| A |
Yes, multiple person can monitor a web site and all will able to see all visitor and able to pick-up any chat request. But remember all chats are on one to one basis. |
| Q |
Does the live2support application alert by sound when a customer requests a chat? |
| A |
Yes, Live2support notify you by audio and visual signals. Visitor monitoring window will be pop-up if minimized, a ring sound will be played on chat request and under status column in monitoring window you will see “Chat Request” in red color. |
| Q |
Is there a way to alter the codes so that it does not ask name and e-mail of the visitor at the time of chat request? |
| A |
This can be switched off from control panel->Edit Custom option(Do not ask user name and email before chat) and visitor directly jump to chat session. |
| Q |
What installations are require to use live2support on the website? |
| A |
Live2Support system does not require any specific platform. Live2Support solution is hosted service. This is just plug and play type application. To monitor visitor your computer should have Internet connection, web browser (IE5+ or Netscape 7+) and Java script/Sound must be enabled. |
| Q |
Can I place the Chat Button as my email signature ? |
| A |
Yes, as long as your email client support HTML format. |
| Q |
What type of programming language will be required to integrating live2support on my web site? |
| A |
You do not require any specific language on your web site. As long as your web site support html pages. Simple HTML or any language that support HTML and JAVASCRIPT. |
| Q |
Can the executives show web page or picture to customer during chat? |
| A |
You can easily send any web page/picture link during your chat, which will open-up in separate window at your customer side. This makes sure that your customer gets correct information or understanding that you want to give them. |
| Q |
Can we receive messages when we are off-line? |
| A |
Yes, when your all executives are logged-out, your web site visitor see off-line status graphic. On click of offline graphic visitor can send you the message. |
| Q |
Can i see my chat transcript? |
| A |
Yes, you can see your chat transcript. All chat sessions are automatically stored which you can access and manage later from Control Panel. |
| Q |
Is there any limit on chats? |
| A |
No, there is no limit. |
| Q |
Does the visitor click log capture all visits or only when a support executive is logged in? |
| A |
Our hits log shows real visitor. Application records all hits during online and offline. Our application record hits only on those pages containing live2support codes and application record hit when page is fully viewed by visitor |
| Q |
What is the minimum contract period? |
| A |
No minimum contract, No setup fees. |
| Q |
Do my visitor require any specific software or browser plugin? |
| A |
No, our application use simple html and java script. No specific browser plugin or software require. |
| Q |
On the website we'd like to use this script, a large majority of our users are on a Mac. Is your service compatible? |
| A |
Yes, you can very much use our application on MAC using Safari or FireFox Web Browser. |
| Q |
Can I use different graphics of online/offline images on my site? |
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Yes, you can use of different graphics on different pages. |
