FAQs
How does the Hire Live Agents add-on work?
Prior to allocating Live Agents to your project, we undertake a full audit of your requirements & any systems or processes we need to put in place to ensure we best represent you and your company.
We have developed a process to help us collate all the information agents will need to answer the queries of your website’s visitors correctly and efficiently; please do take some time to go through the questions and provide detailed answers to each. The more information we have, the better equipped we will be to service your website visitors.
Why should I hire www.tawk.to agents to answer chats from my website?
Many businesses don’t have the staff available to have a real live person ready and available to answer incoming chats at all hours of the day. When you hire our team of highly trained chat agents your visitors will be able to chat live with a real live person when you or your staff are unavailable. You can have our agents answer all incoming chats or use our agents only when your staff is unavailable to answer. You set the schedule and we follow it!
What is the pricing for hiring live chat agents?
- $1 an hour – 24X7-365 (168 hours a week) – $728/month
- $1.10 an hour – Evenings and Weekends (128 hours a week) – $610/month
- $1.50 an hour – Double-Shift (80 hours a week) – $520/month
- $2.20 an hour – Full-time (40 hours a week) – $380/month
- $3.00 an hour – Part-time (10 hours a week) – $129/month
Why is the pricing for hiring live chat agents so inexpensive?
We are able to offer pricing as low as $1 an hour because one agent can answer several chats from multiple companies at the same time. This is what keeps our pricing so low. You are sharing the cost of hiring a live chat agent with other companies also using the service.
How many chats will you accept from my website at the same time?
Our agents will answer up to 2 concurrent chats at a time
How are your agents trained to be able to answer questions from my visitors about my products or services?
During the signup process you will be asked to provide information about your business. Think of it as FAQ’s. You tell us what type of questions we can expect from your website visitors and provide the answers to those questions.
Our project managers will review your website and add any information we find pertinent to your business or service offering to the knowledge base. The knowledge base is basically a database of information about your business or service. This information is available to any agent that answers an incoming chat from your site.
This is an ongoing process. All of our agents are trained to add any additional information they learn about your business or service to your knowledge base. Typically within 5 to 10 days of starting the service our agents can answer most questions easily.
What if the www.tawk.to agents are unable to answer my customers question?
There will be times when our agents won’t know the answer to a question being asked and we will need more information from you or your team.
In these cases our agents are trained to get the name, email and phone number from the visitor and explain to them that we will follow up with them as soon as possible regarding their question or issue.
If the issue is urgent we will contact you right away using the contact information you provided when signing up for the service. We can then add any information we learn during this process to the knowledge base for your site.
In the future if the same issue or question arises our agents will be prepared with the proper answer. Our agents are trained to get the correct information to your visitors. We never “guess” the answer.
Can I chat with my website vistors when the www.tawk.to agents are scheduled to be answering chats?
Yes of course! You can chat with your website visitors and our agents through the www.tawk.to dashboard. You can even monitor our agents performance in the www.tawk.to dashboard as they service your visitors.
Where do I see messages from visitors the www.tawk.to agents have had chats with?
You can view all chat transcripts and messages in the www.tawk.to dashboard. You can even have all chat transcripts emailed to you directly after a chat has ended.
Just login to https://dashboard.www.tawk.to and click messaging at the top of the dashboard. If our agents feel a message is urgent we will contact you right away.
What hours are the live chat agents available?
Our agents are always available to answer chats on your behalf. We never close. We provide live answering services 24 hours a day, 7 days a week, 365 days a year.
Do I have to sign a contract?
No. You pay for the service on a monthly basis. There are no lengthy contracts to sign.
Do you charge for lead capturing?
No we never charge you for capturing a sales lead. We don’t charge on a per lead basis.
Can agents answer chats from multiple businesses and/or websites?
Absolutely – though we bill on a per site basis, due to the body of knowledge required for each use-case.
Where are your chat agents based out of?
Tawk.to is registered in the USA and United Kingdom.
We are a distributed team with R&D offices in Riga, Latvia (European Union) and Las Vegas, Nevada; with remote team members in Australia, Italy and the Philippines.
What languages do your agents speak?
During the beta period we will only be offering live answering in English. We will be adding more languages in the near future however.
If I’m not happy with the service can I cancel for a full refund?
Due to the amount of training involved in setting up a new client for our live answering services we are unable to offer refunds.
If you wish to cancel the service please send your request to support@tawk.to and we will cancel the service prior to your next billing date.