Get qualified leads with PagePilot Chat Service with ScheduleConnect

What's a Billable Chat and What's Not?

The technology that allows us to provide this service, while very impressive, is not what's important to you or your customers. What really matters is the experience provided and the information that's received. It's our goal to give your customers great service and to provide you with high-quality lead information as well. When this has taken place, that will qualify the experience as a billable chat. That's the simple logic of it – more details can be found below including some examples.

A Billable Chat is defined as meeting one or more of the following criteria:

  • A visitor (whether first time or not) comes to the website, engages the chat operator, and shows interest in the product or service being offered by the client company. Interest is demonstrated through the asking of relevant question and receiving helpful responses.
  • A visitor (whether first time or not) comes to the website, engages the chat operator, and provides opt-in information which may include phone number, e-mail address or mailing address for sales or service follow-up.
  • A visitor (whether first time or not) comes to the website, engages the chat operator, and requests or receives specific information related to the services or support of the client company which may include contact numbers, department or facility locations, maps, email or correspondence address.
  • A visitor (whether first time or not) comes to the website, engages the chat operator, and receives services from emergency contact service, chat transfer service (to company operator), telephone call initiation to warranty, service or sales personnel.

Chats will not be billed under the following circumstances:

  • The customer is being rude, indecent or obnoxious.
  • The customer interest is non-participatory on the chat.
  • The customer is a frequent visitor without serious intent.
  • The customer tries to engage in casual conversation.

Service Area Consideration

If we discover the customer's service location to be out of the indicated service radius you provided to us, you will only be billed at a 50% rate of your conventional price per chat. This is because the chat agents still have to provide a service by chatting with those leads and passing their information over to you. This lets you make the determination if you'd be able to service that request or not, while having to pay less out-of-pocket for a lesser potential lead.

We ask that you declare a service area radius when you sign up with us. A radius is the easiest way to take into account the nature of stated service areas and their lack of uniformity. The reason we ask for the radius is because we want to ensure that we're not turning away business that you may possibly want. You can see a hypothetical example of this below. We ask that the service radius you provide contain the service area that is stated on your website.

  • The area inside the circle is billable at the full rate.
  • The area outside of the circle is billable at the 50% rate.
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What happens if my office fields a chat from a customer?

If you should assume control of a chat you will have to submit that as a 'Client Chat' to be billed at 50% of your conventional price per chat. Should you be unable to continue the chat for any reason, we would recommend that you 'un-lock' the chat and the Chat Agent will be alerted to resume their assistance for that conversation.

Here are five examples of chats so you can see at which point a conversation becomes qualified as being billable.

Sample Chat 1:

Greeter: Hi! Welcome to Tom & Jerry's Heating & Air Conditioning. How may I assist you today?
Visitor: We are looking to have 2 ACs replaced.

Greeter: You have come to the right place, we will be glad to help you out.
Greeter: Let me take you to the page where you can view the available systems. Here is the link: http://www.yourwebsite.com/productspage
The chat becomes billable here

Greeter: Were you able to see the page?
Visitor: Yes, thank you for the link. I will check for the right options.

Greeter: Sure, take your time. May I have your phone and email for our records, please?
Visitor: I am still in the search phase, will contact you myself If I need anything.

Greeter: I understand that.

Sample Chat 2:

Greeter: Hi! Welcome to Tom & Jerry's Heating & Air Conditioning. How may I assist you today?
Visitor: We are looking to have 2 ACs replaced. Is there a number I can call?

Greeter: Sure, you can reach us at 123-123-1234 during business hours (9am-6pm) and for off hours, please dial 12121121221.
Visitor: Thank you.

Greeter: You are welcome. May I have your phone and email for our records?
The visitor may share the contact details or may leave the conversation or get disconnected while browsing, the chat becomes billable in any case

Sample Chat 3:

Greeter: Hi! Welcome to Tom & Jerry's Heating & Air Conditioning. How may I assist you today?
Visitor: What are Sump Pumps for?

Greeter: Sump pumps are employed to help prevent basement flooding.
The chat becomes billable here

Greeter: Are you looking to have one installed?
Visitor: Yes, I am looking for something similar. How does it work and what is the price?

Greeter: I will be glad to guide you. My name is Ben, may I have yours?
Visitor: Dennis Wolf

Greeter: Pleasure to have your with us, Dennis. Let me share a link where you can read more about the Sump Pums: http://www.yourwebsite.com/sump-pumps
Greeter: For pricing, I will have one of our experts contact you? May I have your phone and email, please?
Visitor: Phone is the best way to get a hold of me, please call me at 123-123-1234.

Greeter: Got it. May I have your email as well, just in case the call does not connect or in case we need to send you something online?
Visitor: abc@abc.com

Greeter: Thank you. I have forwarded your inquiry from my end. You will be contacted as soon as possible.
Greeter: Is there anything else I may assist you with?
The visitor may share the contact details or may leave the conversation or get disconnected while browsing, the chat becomes billable in any case

Sample Chat 4:

Greeter: Hi! Welcome to Tom & Jerry's Heating & Air Conditioning. How may I assist you today?
Visitor: We are looking to have our ACs replaced.

Greeter: You have come to the right place, we will be glad to help you out.
Greeter: My name is Sam, may I have yours?
Visitor: I am Greg.

Greeter: Good to have you with us, Greg and thank you for considering our services.
Greeter: May I know if this would be for commercial or residential use?
Visitor: This would be for the new home we moved in.

Greeter: That's great to know. How many units are looking to have replaced?
Visitor: 2 for now.

Greeter: And is there any specific model you have in mind for the 2 ACs?
Visitor: Not sure which one to go for but I am not looking to spend a fortune. Which one would you recommend?

Greeter: I understand that. I will be glad to have one of our experts contact you with the best available options and pricing.
Greeter: Please share your phone and email so that our representative can contact you with information.
Visitor: 111-222-3333, abc@abc.com

The chat becomes billable here

Greeter: Thank you. Our team will give you a call back within (client specified turn-around time).
Greeter: Is there anything else I can help you with?
Visitor: I will wait to hear from you. All good for now.

Sample Chat 5:

Greeter: Hi! Welcome to Tom & Jerry's Heating & Air Conditioning. How may I assist you today?
Visitor: We are looking to have 2 ACs replaced. Is there a number I can call?

Greeter: Sure, would this be for residential or commercial purpose?
Visitor: Commercial.

Greeter: Thank you for confirming. I will get you the number, in the meantime, may I have your name and contact details so that we can keep a track of your inquiry?
Visitor: John abc@abc.com

The chat becomes billable here

Greeter: Thank you, John. You can reach us at 123-123-1234 during business hours (9am-6pm) and for off hours, please dial 121-211-2122
Greeter: May I have your phone number as well?

 
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Contact Information
 
Contractor's Online-Access, Inc.
2650 Oak St. • Port Huron, MI 48060
Main Phone: (810) 985-6603
Australian Phone: 1-291-882-140
Toll Free: (888) 966-4785
Fax: (810) 985-0954
*All currency featured is in US Dollars
Office Hours
 
Monday:  9:00am - 5:00pm
Tuesday:  9:00am - 5:00pm
Wednesday:  9:00am - 5:00pm
Thursday:  9:00am - 5:00pm
Friday:  9:00am - 5:00pm
Saturday:  Closed
Sunday:  Closed
Monday - Friday:  9:00am - 5:00pm
*We are Based in the Eastern Time Zone
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