Q: Who is IO Digital?
Answer

We are a UK based company and provide a fully outsourced Live Agent Web Chat service and software solutions dedicated to helping our clients win more business and build customer satisfaction from their website.

Our DigiChat service is quite unique in that it not only provides the website software but also the live “human” agents to handle all visitor website traffic. Capturing leads, converting sales and providing a customer service “wow” 24/7 a day every day of the year at an extremely low cost.

Our background of over 20 years in outsourced customer acquisition strategies and innovative lead capture software enables us to deliver this valuable service for any business who wishes to boost revenues from their existing web channel.

Q: How much does it cost?
Answer

Our software only product is FREE with the opportunity to add additional users from £5 per month. Whichever price plan you choose DigiChat offers a cost effective Web Chat service 24 hours a day, 7 days per week. Our pricing model is based on shared cost by thousands of clients making chat accessible for any organisation, whatever their size, to boost their revenues from their website.

Q: Who handles our chat?
Answer

We have a highly trained team of lead generation and customer service experts in the DigiChat centre.

Our agents are all of graduate level education and are coached in the nuances of browsing behaviours allowing them to effectively deal with visitors to client sites across a range of global industries, organisations and services.

Q: How will your agents know about my business?
Answer

As this is a reception and lead generation service we don’t need to know your business in detail. As part of the set up process we ask you to provide some background details and typical FAQs this, coupled with the information on your website we will use when chatting with your visitors.

Q: How do we know it will work for our organisation?
Answer

The short answer is, if you can gain commercial advantage from having a qualified agent greeting, capturing prospect information and validating enquiries from all your website visitors then the answer is yes

We are so confident that DigiChat will work for your website that there is no contractual commitment to our service. In the unlikely event that it’s not the right service for your business you can end the agreement at anytime and simply remove the web chat code from your site.

Q: How do we put DigiChat on our site?
Answer

Adding our web chat service to your site is very easy. Simply complete the on-line order form and we will send you some code which you need to add to your website which will then automatically connect to our agents.

If you need help with this our tech team will assist you with this task that usually takes less than a minute.

Q: Is it better to do our own web chat?
Answer

In order to make a live agent web chat service truly effective it has to be available at all times and has to be proactive which, to most organisations, is not cost effective. You need to have staff available to cover during breaks, holidays, sickness and out of hours and they need to be focussed on inviting visitors to engage. The fully manned DigiChat service can do this for you at a fraction of the cost and using your own dedicated employees.

Q: How does chat improve results?
Answer

Web Chat is like having a sales assistant in your website showroom all day everyday ready to engage with all your website visitors. Greeting them, capturing prospect information and qualifying leads and passing this information to you via e-mail in real-time. This then allows you to respond while the visitor is in the market for your product or service.

Web Chat is proven to:

  • Increase the likelihood of purchase: people who chat are 3 times more likely to buy.
  • Reduce visitor abandonment which without engagement is around 80% on most websites.
  • Provide a qualified resource to engage with visitors during the high value our of hours period.
Q: Is there a support fee?
Answer

No! Full support 24/7 is included within your monthly service fee. In fact you will also be allocated a dedicated account manager who will handle any enquiries you may have and ensure your business and your visitors gets the best service available

Q: Do I have to store any data on my PC?
Answer

No, our solution is fully cloud hosted on secure servers. Other than adding some simple website code there are no internal IT requirements. We do everything for you!