Chat Software FAQ

Who should use live chat software?
How does live chat software work exactly?
Can I see what webpages my visitors are viewing?
Do you put "Powered By GotLiveChat" on chat images or windows?
Is this also known as help desk software?
How does your service compare to other live help providers?
Is there any software I need to install on my webserver/hosting provider?
Do I have to download extra software to offer live support?
Do you need access to my webserver log files to monitor my website in real-time?
How many chat sessions can an Agent participate in?
Do website visitors need to install special software to chat?
What happens if I'm not available to chat with a website visitor?
Are chat sessions with website visitors saved?
How can I "push" a website link (URL) to a website visitor?
What information will be shown about an incoming website visitor?
What can be done about abusive users during a chat session?
How can I cancel my account?
Are you known as an Application Service Provider (ASP)?

Who should use live chat software?

This service is for any individual or business, located in any country, that has a website. It doesn't matter whether you're selling something online, or just running a website for fun -- if you're interested in offering live chat and/or monitoring your website visitors in real-time, then our service is for you.

How does live chat software work exactly?

Once you join our service, you'll have the ability to place an image on your website your visitors can click on to initiate a chat with you. You'll also be able to invite existing visitors to chat with you. Visitors can request live chat sessions without leaving your website or downloading any extra software.

Since this is a "hosted" live chat support solution, you won't have to worry about infrastructure (bandwidth, routers), servers, IT (Information Technology) support, or server upgrades.

Can I see what webpages my visitors are viewing?

Yes, the Live Support Web-Based Console you use to chat and monitor will you show you the webpage your visitor is currently viewing and the path they've taken through your website (known as "footprints"). The times they entered each webpage will also be shown.

Do you put "Powered By GotLiveChat" on chat images or windows?

Unlike many live chat software providers we do not put any such text on the chat images shown on your web site. And the chat images on your site can be customized by you if you don't want to use our default images.

Is this also known as help desk software?

Our live help service can definitely be used as (hosted) helpdesk software solution. Since your website visitors are able to click on a "chat now" image, you (or your staff) can provide the necessary assistance. Website visitors enjoy live help because it's quick and easy -- no phone calls to make, no emails waiting to be answered.

How does your service compare to other live help providers?

When reviewing any provider of hosted live help services, ensure they're offering web-based "live support chat" and "website real-time monitoring". Many providers require you to use a Microsoft-based computer or install additional software on your computer. Additionally, their service may require your network administrator to have certain "ports" open on the corporate firewall (which administrators are not always willing to do for security reasons).

Our service is a 100% web-based live chat support solution (meaning: you use a web browser to access), requires no "special" network/firewall ports to be open, and allows you to use any operating system (Microsoft Windows, MacOS, Linux, etc.). You can use different computers as well (home, work, hotel computers, etc.) since access is given via username and password -- access the Customer Service Console from any location where you can get Internet access.

Is there any software I need to install on my webserver/hosting provider?

No webserver software is required for you to use our service. We host the live-help/real-time monitoring server application for you -- which is why our service will work with any web hosting platform/provider you're already using (Internet Information Services (IIS), Apache, iPlanet, GWS, Oversee, lighttpd, etc.).

Do I have to download extra software to offer live support?

Not at all! This is a 100% web-based live support solution. Use any computer operating system (Microsoft Windows 7, 2000, 98, XP, Vista, MacOS, Linux, Unix, etc.) and web browser (Internet Explorer, FireFox, Safari, Chrome, Opera, etc.) to use live support chat and real-time monitoring.

Do you need access to my webserver log files to monitor my website in real-time?

Our services do not require any access to your log files. That's what makes it so easy to implement live help/chat, and live monitoring of your website.

How many chat sessions can a Customer Service Representative (CSR) participate in?

Unlimited amount - each CSR ("Operator") can participate in as many chat sessions as they can handle. Each chat session is in a separate window to make it easier to manage multiple chats. Multiple website visitors do NOT chat with each other; each and every visitor will have a separate chat window, and only the CSR can see what is being typed by the visiting individual. If you have multiple CSRs monitoring a site(s), the CSRs can also chat privately between themselves.

Do website visitors need to install special software to chat?

Your website visitors do NOT need to install any software to initiate a chat with you. They'll use only their web browser to chat.

What happens if I'm not available to chat with a website visitor?

The website visitor will be given an option to "leave a message". You also have the option to set your "chat status" as OFFLINE for a specified time; and back to ONLINE when you're ready to start accepting chat requests.

Are chat sessions with website visitors saved?

Yes, our database servers will save the chat sessions, so that you may review them at a later time.

How can I "push" a website link (URL) to a website visitor?

The ability to guide your website visitors to a specific webpage is a popular option included with our service. During a chat session, there will be an option to type in a specific URL you want to send to your visitor's web browser.

What information will be shown about an incoming website visitor?

The web-based Console you use will show you the IP Address (sample: 203.2.34.3), Domain Name(sample: microsoft.com), Country of Origin (sample: USA), Path Through Your Website, Referring URL, Search Engine/Keywords Used To Find Your Website, and more!

What can be done about abusive users during a chat session?

The Customer Service Console chat window will have a link to BAN USER; putting an end to those visitors abusing the live support chat service.

How can I cancel my account?

If you no longer wish to be billed for our live chat software services please contact us to request cancellation. Request must be made at least 5 days before the next renewal date.

Are you known as an Application Service Provider (ASP)?

We do fit the definition of an ASP since we offer what is called "Software As A Service" (SaaS) -- a service where we host all the "server" components needed to operate the chat and monitoring. This reduces the amount of money businesses/individuals need to implement live help (chat/monitoring). The media lately has been referring to it as "Cloud Computing".

Get your free trial use of live chat software today.