Live chat training covers how to use live chat software to enhance customer experience on websites, increase conversions and ROI. It discusses how live chat works by implementing chat code on websites to deliver qualified leads in real time. Top verticals that benefit are legal, home services, medical, automotive and real estate. Leads are sold in bundles and clients are only charged for sales leads that include contact info from potential new customers interested in the business. Reporting and usage is tracked and renewals are notified once 80% of leads are used.

1. Live Chat Training
October 5th, 2015

2. • What is Live Chat?
• How does it work?
• Top verticals
• How to sell and order
• Reporting
• FAQ’s
• Q/A

3. 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

4. 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

5. 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

6. • 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 :

7. • 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 :

8. 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.

9. Sample Report :

10. 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 competition
A: We have priced our offering very competitively. On a CPL we are very competitive.
FAQ’s :