“You shouldn't have to pay to chat with the visitors on your website. They're your visitors!”
Forever free. It's that simple.
Robert, founder.
Prior to allocating Live Agents to your project, we undertake a full audit of your requirements and any systems or processes we need to put in place to ensure we best represent you and your company.
We’ve 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.
Many businesses don’t have the staff available to have a representative ready 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 with a real live person when you or your staff are unavailable. You can have our agents answer all incoming chats or keep you covered only when your staff is unavailable to answer. You set the schedule and we follow it!
During the signup process, you will be asked to provide information about your business. Think of it as FAQs. You tell us what types 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 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, our agents can answer most questions easily within 5 to 10 days of starting the service.
There will be times when our agents won’t know the answer to a question 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 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.
If the same issue or question arises in the future, 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.
Absolutely. We will help you set up triggers to automatically engage with visitors based on the page they are on.
We can work together to optimize the engagement rate and ensure the right message is sent at the right time.
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.
Our chat agents are mainly recruited in the Philippines and are always recruited and vetted by tawk.to. We do not outsource our hiring.
We hire VAs from the Philippines for a number of very good reasons.
1. Reliability
2. Work Ethic
3. Cost
4. They are passionate, friendly and always prepared to meet and exceed expectations.
The majority of our Filipino team are university educated and have previous customer service experience.
Yes. However, we bill on a per domain/property basis.
There is an exception, however, if you are running chats for the exact same business on multiple forwarded domains.
As a general rule, if the responses need to be tailored per site, the sites are considered separate entities.
Absolutely. Our customer success team is available 24×7-365 and is always only a quick message away.
You will have direct access to the entire team within your dashboard, so you can provide ongoing feedback on how we are doing.
Robert, founder.
Your customers have spoken loud and clear. Messaging is their channel of choice — and you need to be where your customers are, when they need you the most.
