Live Chat Software-as-a-Service
Live Chat Software as a Service
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FAQ

This page covers the most frequently asked questions related to the using of our software. If you have a question that is not answered below, please contact us.

General Questions

  1. How does LiveSupportSaaS work?

    LiveSupportSaaS is based on an outsourced environment. When you place a link to LiveSupportSaaS on your site, your customer is actually connecting to the service on our server. When a user clicks on the LiveSupportSaaS link, a live char window is launched and a customer service operator initiates one-on-one text chat with the user.

  2. What do I need to run LiveSupportSaaS?

    LiveSupportSaaS does not requires any hardware, software, plug-ins, downloads, or programming languages installations. You will receive an address link via email with small javascript snippet to install on the designated page(s) you have chosen.

  3. Do I need java to run this service?

    No. LiveSupportSaaS requires no java server or client applet.

  4. Do visitors have to download anything?

    No, LiveSupportSaaS does not require any download, plug-ins, or applets on the visitor's side.

  5. Are the conversations held one-to-one, or are they like a chat room?

    LiveSupportSaaS interacts with one customer at a time. The Operators may conduct several conversations simultaneously, but individual interactions are not visible to other site visitors.

  6. Can I host LiveSupportSaaS on my own servers?

    No, LiveSupportSaaS is a 100% software-as-a-service solution, which requires no servers to configure, maintain, or update.

  7. I have multiple web sites I would like to support. Is this possible with LiveSupportSaaS?

    Yes, with LiveSupportSaaS Professional plan you can manage multiple web sites.

  8. How many web agents does my site require?

    It depends on the vastness and complexity of your site or business. If you have a huge site with multiple departments you will need to have more than one agent. Our software puts no limitation on number of agent or departments you can use.

  9. Can my operators handle more than one chat at a time?

    Your operators can handle any number of chats simultaneously. There is no upper limit to the number of visitors an agent can handle. The figure can also be decided by you. You can decide how many chats each agent can engage in based on their typing skills.

  10. How do operators handle chat?

    Your operators can log on to their account with a username and password created by the admin. They can then engage in conversations with multiple clients.

Payment

  1. Do you offer any discount on the large number of accounts?

    Yes we do, please contact us for more details.

  2. Which payment methods are accepted, and what are your payment terms?

    We accepts the following payment methods: - Credit card (including MasterCard, Visa or American Express) via secure online order forms/phone/fax - PayPal - Mailed cheque - Direct bank transfer.

Free Account

  1. Are there any limitations in the Free Account?

    Yes. You can review and compare free plan against Standard and Professional plan here.

  2. Why do you offer free plan?

    In order to provide a plan with a free live chat service, we add a 3rd party banner in the lower part of each live chat window. The payable plans are free of any advertisements.

  3. Do I need to enter my credit card info or make a pre-payment for the Free Account?

    No. To start using our service in free mode you just need to sign-in and to follow instruction. If you decide to use advanced feature, you will be able to choose Standard of Professional subscription plan and submit payment.

  4. Can I keep my settings after my free trial expires?

    Yes. All of your settings will continue uninterrupted when you sign up for paid subscription, and you'll be able to add an extra settings.

  5. For how long is LiveSupportSaaS giving its Free Account available?

    You can use LiveSupportSaaS's Free Account without timely limitation. This is a promotional tool and also we want our visitors to get a better idea of our product through free plan.

Features

  1. Can I choose different icons and background color?

    Yes you may choose your favorite icons and background color. We will send you instructions for choosing from the icons we provided, and also how to upload your custom icons.

  2. How difficult is it to start the service ?

    It takes no more than 10 minutes to have LiveSupportSaaS on your web site using a start-up procedure to greet all your web visitors.

  3. Can this service be branded ?

    Yes, the service can be branded for an additional charge.

  4. How do I login to LiveSupportSaaS from more than one computer?

    You need to create a new operator for every person that you want to have login access to your LiveSupportSaaS account. You may add extra operators by going to your LiveSupportSaaS administration area and clicking on the Add Operator link.

  5. Is LiveSupportSaaS compatible with Cookies?

    Yes and No. For your web site visitors, if they disable cookies, you will not be able to track them via the Monitor, but you can still initiate proactive chats. For the operator browser, we recommend enabling cookies.

  6. Can I have my customers include info like company,email,etc.when they'reasking for support?

    Yes. You can define fields in your pre chat survey forms. You can add simple text fields for short texts such as email addresses; text areas for longer messages, such as customer problem descriptions.

  7. Can I create predefined answers if I know I'm going to be asked the same questions by most visitors?

    Yes. You can create predefined answers inside your account administration area. After you set up predefined answers, your operators will be able to choose them by use of drop-down field in the operator console. Your operators may edit or customize these messages as necessary before they are sent to the visitor.

  8. How will I know when someone enters to chat?

    Once your agent is logged in to chat and is ready to receive requests, he will get an audio and visual alert on his screen.

  9. Can your system be used with dynamic pages? Does it work properly on Linux hosting?

    Yes. Our system works on both static and dynamic pages created with any technology (HTML, PHP, ASP, JSP, CGI and others), on any kind of hosting.

Chat buttons

  1. Can we change the appearance of chat buttons to match our site better?

    Yes. You can choose button images from our gallery or upload your own images.

  2. Can I place chat buttons on more than one site/domain?

    Professional edition allows to place chat buttons on more then one site.

Usage

  1. How do I access the historical chat transcripts that I've had with my customers?

    LiveSupportSaaS provide a searchable chat by subject, operator, visitor, date, IP address etc. You can view, print and email transcripts at any time.

  2. I want to find a specific transcript in the chat archive, but I dont remember anything but a few words from the session. How can I find it?

    You can search chat archive by any specific word or sentence from within chat sessions.

  3. Is any software downloaded on my visitors computer when they visit my web site?

    No. Only a few javascripts are started in order to enable monitoring and running a chat session.

  4. How do I change the Welcome Message that appears when users starts a session or when user wants to leave off-line message?

    Under the Administration -> General Settings option set startup and off-line message.

  5. How do I use Predefined messages/answers?

    Above the text sending area, click on "Insert message" drop-down field and choose one.

Troubleshooting

  1. I pasted the code on my page, but I cannot see any status icon. Why?

    Please check the following conditions if they are satisfied:
    - The web site url you entered during the sing-up procedure is same as the url of the web site where you placed the code
    - You are logged into LiveSupportSaaS account and your current monitoring status is set to "I am available".

  2. I can not log in from my LiveSupportSaaS account. The software tells me that user with the same username has already logged in?

    This error may occur because you used the same username to login to LiveSupportSaaS from 2 or more computers. If you want to connect from two different computers, you need to create another operator account. You may also sometimes get this error, because you did not logged out properly. In this case, you need to wait for 20 minutes until automated process release your account.