Live Chat TrainingOctober 5th, 2015

• What is Live Chat?

• How does it work?

• Top verticals

• How to sell and order

• Reporting

• FAQ’s

• Q/A

What is Live Chat:

• 24/7 website coverage

• Enhancing the customer experience = Convert more leads

• Works on desktop, mobile and tablet

• Increase the ROI from all ad dollars

How Does it Work: STE – What is it?

• Chat code is provided to the client for website implementation

• Leads delivered in real time

• Client is only charged for qualified* leads

*Name, Email/Phone, Qualified Service/Product, Qualified Area, New Business Request

Top Verticals:STE

• Legal is the number one vertical with over 1500+ law firms using our partners chat service.

• Home Services - any business that wants to come to your home to give you an estimate.

• Medical – Doctors, Dentists, Med Spas, Chiropractors, etc.

• Automotive – New, Used, Service etc.

• Real Estate – For sale, For Rent, Home Loans etc.

• Education - Schools of any kind including trade schools, online courses, driving schools

• Live Chat is sold in lead bundles. (10, 25, 50 & 100)

• Leads will be sent in real time to your clients via email and or text. You can be CC’d on them as well!

• Visitors can also be connected to the business during normal hours via the call connect feature

• Once 80% of the sold leads have been utilized, you will receive an email notification to process a renewal for another bundle of leads.

How to Sell Live Chat :

• Your client is only charged for SALES leads

• A "Sales" lead is defined as someone we've chatted with where we've obtained their name and contact information, someone who's inquiry fits within the areas of practice and/or services, someone who falls within the geographic coverage area, and someone who's expressed an interest in being contacted by you.

• Anything other than that, we will still send you the information but it is not considered billable.

• When you receive a lead from us it will either be marked - "Sales", "Other", or "Service". Only leads marked "Sales" are billable.

How to Sell Live Chat :

Reporting :and Responsibilities

• Leads are sent to the client in real time

• Leads can be sent via phone, email and or text.

• Seller will be notified when 80% of the purchased leads have been utilized to process a renewal

• Once 100% of the purchased leads have been utilized, the chat widget will fall off of the client’s website.

• Live Chat reporting is available via Tap Analytics.

**If you have created a custom report you will need to review the detailed metrics under the Live Chat service.

Sample Report :

Q: What is the goal of live chat? A: To enhance the customer experience while on your website to lift your website conversions.

Q: When do the purchased leads expire?A: NEVER

Q: My client just received a lead that isn’t qualified?A: All completed chats will be sent to your advertiser in real time even if they are not SALES leads. Our chat team completes regular audits on all leads to ensure we are only charging our clients for qualified leads. If you are still have questions about a lead, please create a case so we can further investigate.

Q: How do we compare vs. the competitionA: We have priced our offering very competitively. On a CPL we are very competitive.

FAQ’s :