Frequently Asked Questions

How can Live Chat benefit Online Advertisers?

Online advertising is expensive. The cost and competition of bringing targeted prospects to the business’ website are significant and increasing. Therefore it is essential to try and convert every website visitor into a contact, and eventually into a customer. That is where ApexChat comes in. We help improve the conversion of valuable advertising clicks into leads via Live Chat, thereby giving the advertiser a better return on his/her advertising dollars.

Live Chat is a technology that enables website visitors to start an Instant Message Text Chat with a live chat agent during his/her stay on the business’ website.

Many consumers do online shopping from work or where they are not close to a telephone. Live Chat is an ideal way for them to initiate contact with the business. Chat is easier to initiate than a telephone call and increases website engagement during the critical comparison shopping and vendor selection phase. On the average our customers report a 25-30% increase in leads after adding chat to their website.

A large majority of online advertisers don’t have the operational capacity to conduct their own chat operation as it requires dedicated resources at all times. ApexChat offers a complete turnkey solution to these advertisers with the sole purpose of improving the return on their advertising dollars 24 hours/day- 7 days/week . Unlike most other chat companies, that either provide just software or just service via the use of another company’s software, we do both, resulting in a better value and experience for the customer.

How can I start using ApexChat?

Contact our sales team and we will collect some basic information information about your business and your goals. Once you have selected that plan that works for you we will provide you with a code snippet that you will need to add to your website pages (we can help you with this if you don’t know how). We will develop custom responses for your business based upon business type and your goals and start monitoring your for incoming chats. If a chat results in a lead, we will send that to you in real time by email or text message.

You will also be able to log into a customer portal to view reports site visitors, chats, transcripts and leads.

How many additional leads will I get after using ApexChat?

On the average our customers report a 25-30% increase in leads after adding chats. Some customers have even reported a 60% increase. However for a given website this number will depend upon many factors including quality and relevance of traffic on the site, whether there any competing conversion products, etc.

Can the look and feel of the chat window and invitation be customized?

Yes both the chat window and the invitation can be customized for your business.

In addition to the look an feel the chat invitation can be made to animate differently, and its appearance can be delayed.

What times will ApexChat be monitoring our website?

ApexChat contact center will monitor your website 24×7.

How will the leads be sent to the business?

Whenever our agent succeeds in obtaining the contact information of the visitor, we will send the lead to you right after the chat is finished.

What reports are available through the ApexChat platform?

ApexChat platform tracks visitor details (ip address, geo location, date and time of visit, visitor browser type and visiting address), chat details (chat initiation URL, transcript, pickup time, associated visitor, etc) and leads information all this information is available to the advertiser through our customer portal.

How will ApexChat know how to answer specific questions about my business?

ApexChat will develop a custom script (set of canned reponses) that will be used by our agents to conduct chats on your behalf. We have processed hundreds of thousands of chats on behalf of thousands of businesses of different types. We have deep insights into what works and what doesn’t.

What is Agent Connect and how does it help?

After engaging and enabling initial contact through chat, the Agent Connect feature allows our agents to seamlessly connect the visitor to the business by phone. This results in improved conversion and user experience. This is particularly useful for businesses that rely on quick phone connect to close business, eg. plumbers servicing emergency situations or personal injury attorneys servicing accident victims.

Can I handle my own chats using the ApexChat platform?

You can choose to handle your own chats and have ApexChat pick your chats only when you are unable to. In this scenario ApexChat will provide your agents access to the Agent dashboard. If your agent is logged into the dashboard then incoming chats will go to them first. If your agent is unable to pick the chat in the first 10 seconds then it will be routed and processed by our chat center. If your agent is not logged in then chats will be routed directly to our chat center.