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Frequently Asked Questions

How does your pricing work?

We have no hidden set-up fees or admin charges. Our flexible package schemes include bundles for whatever service you require, so you’re only paying for what you need. You can use all our services or pick ‘n’ mix when needed.

Am I tied to a long-term contract?

No. Our plans are all monthly rolling. You can choose to be with us for as long or as little as you wish. We hope its longer!

Will I be charged for every chat, even if it’s a nuisance visitor or spam?

No. We only charge where a visitor engages. As standard, this means at least two lines of conversation. If it’s a nuisance visitor or spam, your advisor will flag it and you will not be charged.

Why do I need Live chat on my website?

LCF, agents can chat with around 4/5 of your clients at a time. A friendly live chat with one of our human advisors can provide the information and confidence a client needs to make that purchase or use your service. Statistics show that 46% of customers prefer Live Chat compared to just 23% for email.

How can I trust someone that isn’t directly employed by me to know and understand my business?

Outsourcing is a big decision but could be the right one for your business, you are in very experienced and supportive hands. We assign you a dedicated advisor to get to know your business. That way you’re ensured of absolute quality and accountability for every communication. Your Success is our Success.

My website doesn’t get many visitors, should I bother with Live chat?

We are happy to work with a range of clients. Some websites get hundreds of daily visitors, others just a few. One bit of business can make all the difference. The best way is to give it a try, we offer a no obligation free trial for live chat and telephone answering services. 74% of customers use multiple channels to complete a transaction.

Can I handle chats myself and use LCF for overflow or back up?

Yes. We can manage overflow for you, out of hours and even just cover your lunch breaks!
Let your advisor know what is required and we will walk you through your options.

How does it work?

Start by contacting us to discuss the best options for your business. We provide everything
you need for us to answer your telephone calls or start chatting to your customers on your
website or any other platform. No new software or change to your Operating System.

The best thing is that your client will assume they are chatting with you. We will represent
you, and your brand, with the highest level of quality customer service and care. We are your
brand ambassadors.

What kind of reporting is available?

There are options for daily, weekly, or monthly summaries, consists of a rundown of your
customers and advisors, activities. This is sent via email. Additionally, there are options with
each plan to have further in-depth reporting. You are actively encouraged to keep in touch
with us and we appreciate frequent updates to keep your service fresh and relevant.

Can you invite visitors to chat?

Yes, there are two types of greetings to engage visitors on your page.

Is the chat window customisable?

Live Chat window: We are placed where your visitors need us and where we can clearly be seen.
Pop-ups: A well designed visually appealing Pop up, with a call to action. The chat window is fully customisable.

Possible modifications include:
  • changing the colour scheme.
  • choosing a particular theme.
  • uploading your own logo.
  • changing the language of the chat widget.
Do I need a script for my telephone answering service?

Not at all, if preferred, you can provide a script as a guideline for us to follow. We will always use your brands values and tone together with our customer service excellence to create a memorable experience for all customers.