FAQ's

Our extensive 4-week onboarding phase ensures we launch with a deep understanding of your organisation. This includes extensive training and assessments of the agent team so everyone is at a consistent high level before we go live. Once live, regular review and optimisation cycles feed into additional training and improvements so we continue to improve week to week.

It goes without saying that humans will always be the best communicators, however there is also the right use case for a chatbot in some instances.It’s worth getting in touch and talking through your business and we can recommend the right solution for you.

ROI varies between clients and typically improves the longer we work together as we continue to learn and improve. We aim to return many multiples of our fee back in increased revenue along with improved insights and customer experience. You can read our case studies to see what impact we’ve had on some of our clients.

We exist to deliver our clients two main goals:

A strong return on investment
A market-leading customer experience
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To deliver on these goals, we put considerable effort into onboarding, strategy, optimisation, and using the best team members for the work (including our native-English agent team). Working to drive as much revenue for you in an efficient way without any compromise.As a result, we’re best suited for brands who are “considered purchases” with at least 10,000 visitors coming through to their website each month. We take a lot of pride in our work and if the above is important to you, you’ve come through to the right place.

Sure, we can run a split test against another team/service. We use Google Optimize to send 50% of the traffic through to each party and measure the differences in performance over 500 - 1000 conversations.

As part of our onboarding flow, we take time to explore your website as potential customers do, along with your Google Analytics data. We identify friction points, exit pages, breaks in your conversion funnel, high intent areas, among many others to determine areas of opportunity. With these insights, we determine the behaviour, timing, and messaging needed to engage your visitors in conversation.

Once we’re live, we track the performance (from visit through to conversion) and regularly tweak our strategy to deliver incrementally better results. We refer to these as “Greetings” or “Proactives” and they’re made up of two parts:

The triggers: we typically stack several conditions together in order to hone in on our targeting. This could include site journey, timing, location, if they’re a new/returning visitor, if they’re about to leave your website, where they’ve come from, and so on.

The messaging: the wording used to draw someone into a conversation. We generally like to make it more interesting than a simple “Hey, how can I help you?”

Unfortunately not, though for good reason. Launching chat with The Chat Shop is a commitment from all parties. Check out our onboarding process to learn a little more about what goes on before we can put a new client live.

Our onboarding is typically a 4 week process that we execute in stages week by week. For us to be an extension of your team we take a detailed, strategic approach. Our main workstreams are focused on knowledge, strategy, and technology to ensure we learn the true ins and outs of your brand and business. We’ll only go live once we’re confident we’ll deliver the quality you and your customers deserve.

Every client has real-time access to a live portal where you can review a complete range of different reports along with every conversation and escalation. We integrate with Google Analytics so you can review chat performance alongside the rest of your marketing data, giving a complete view. Offering complete transparency and using insights to guide improvements is critical to everything we do here at The Chat Shop.

Our customer base is a mix of start ups, scale ups, and enterprises across the majority of B2B and B2C sectors including property, healthcare, automotive, technology, finance, legal, home furnishings, consumer goods, and many more. We’ve also consulted for a number of international PLC’s to support their in-house chat strategy.When combined with our ten year history, you can have confidence we have the skills and experience to deliver on our promises.

Typically between 12-18 agents will be working on your account unless we’re providing a dedicated team for you, whereby we may have anywhere from 4 - 40+. We’re available 24/7 and make regular adjustments to shift schedules to ensure there’s plenty of agent availability at all hours of the day, week, and month.

All our agents are native-english speakers. We can also engage with customers in any language using our translation plugin if needed.