FAQ
What is Live-e-Support?
Live-e-Support is a group of services offered by The Call Centre Inc. which allow any organization without their own call centre to improve the level of customer service to their Web-based customers. "Live-e-Support" gives Web visitors the ability to interact in real time with a live Customer Service Representative over the internet.
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How does this service work?
There are several services available:
- Live Chat: By clicking a button, a chat session is initialized where the Web visitor can communicate with one of our Customer Service Representatives in real time using their keyboards. Our e-reps can provide assistance by "pushing" Web pages, helping the visitor to complete forms or transactions, or answering inquiries regarding the products or services.
- CallBack: A Web visitor can request a call back from our live e-reps by leaving their name and phone number and the time they would like the call returned.
- A 1-800 number can be posted throughout your Web-site to provide visitors another option for live customer service or transaction processing.
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What does a company need to take advantage of these services?
All you need is an existing Web Site and the willingness to expand your company to a new level of customer service over the Internet.
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Is there any support available?
Support is available 24 hours a day, 7 days a week via the Internet or by calling 1-888-693-2255.
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What is the cost of implementing the Live-e-Support?
There are no capital expenditures. No equipment to buy, no software to download. We will guide you through the set-up process. The main expense involved in implementation, is the training for The Call Centre's e-reps to ensure they are fully conversant in your product line and in navigating your Website.
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How long is the setup process?
Depending on the training requirements, your site can have Live-e-Support within days.
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How do these features get set up?
We can do it all for you, or if you prefer, we can supply you with complete instructions and material to do it yourself.
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Who should I contact about setting up these features?
Contact Telelink by clicking here.
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Why should I have "Live-e-Support"?
Mixing Web service with human interaction allows a company to offer convenient service and a level of comfort that has been missing from the majority of online transactions. Having a live e-rep available gives a human touch to a technical process. The Web visitor can communicate with one of our reliable e-reps who can discuss any transaction issues or questions. Without this kind of human intervention, statistics show, the complexity of a transaction may be aborted, or even worse, you may send a potential customer to a competitor's site where the transaction process is less painful.
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Where can I view a sample site to get a better
idea of how the service operates?
"click here" to demo our service.
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How can I monitor the volume of my web-enabled services?
Upon request, via email or telephone, The Call Centre can give you precise information on your account's visitors assisted and/or minutes used.
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How is the service invoiced?
A consultation to determine your use of the application and the level of knowledge resources required to service your online visitors, as well as the hours you wish to offer the service, will determine your pricing.
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What are the technical requirements to use these services?
As long as your online visitor has a Web browser and an an active internet connection, they can use our Live-e-Support services. High speed connections will improve the quality and speed of these services
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