Try the FAQ's below to find your support answers.

If you still need help, call us at 1-800-964-8176, or select the live chat above to chat with customer service 24 hours.

General Questions  Implementation Questions  Billing Questions

General Questions

Q. What is Chat 24/7?

A. Chat247 services offers live operators to answer chats that we receive directly from your website during the hours you determine, or you can completely outsource it to us and we handle everything, using tailored scripts and our FAQ's database (or yours) to provide the highest level of service possible. We offer pre-sales (lead capture), customer service and technical support plans.

Q. How does the service work?

A. We provide pre-sales lead capture, customer service, and technical support, by answering the chats from your website 24/7 with our live operators, so you don't have to. Our service does not require any software for you to download.

Q. What are the benefits of using your service?

A. Using our services enables your business to be open 24 hours a day, 7 days a week, to offer other languages and reduce costs through outsourcing.

Q. What are your prices?

A. We have 3 packages

1. Chat in a Box: $75 Sub Accounts: $ 50.00
2. Chat Plus: $149.99 Sub Accounts: $ 100.00
3. Chat Advantage: $239.99 Sub Accounts: $ 150.00

• Promotional Prices include 24 hours of custom live chat coverage 365 days a year.
• We charge a small fee for additional sub-accounts for chats in other languages or under different brands.
• The service plans for your account can include: Lead Capture and Customer service or Technical support.

Q. How much is the per minute rate?

A. Per minute rate varies from US$ 0.16 Cents to US$0.30. An account manager will contact you and give you all the details about pricing.

Q. How many domains can I add ?

A. You may add as many domains as you like.

Q. Can I add the domains later?

A. You can add domains whenever you like.

Q. Your price is no matter how many domains we have ?

A. That is correct! But each of your landing pages, brands, different websites, languages are an additional charge.

Q. How long does the promotional price last?

A. The promotional price is for a limited time, but the exact time has not been announced.

Q. How can I sign up?

A. It is very simple to sign up. Once you have selected the plan that best fits your company's needs, you will fill basic information regarding your company and choose your payment method If you need help signing up you can call us at 1-800-964-8176 (toll free) or 1-646-278-1090 (International).

Q. Does this service really work?

A. Of course it works! Chat247™ helps businesses in very competitive markets by offering a human side to the internet and offering a personalized approach to a delicate closure. Among our many diverse customers, none have met with more success than Real Estate, Mortgage, Medical and Enterprise fields. These industries have all found that chat is effective and low cost and have begun realizing the benefits of the new Chat247™ solution.

Q. How can your service help my business capture leads?

A. When users come to your site, a 24/7 chat button keeps them on the site. We capture their initial contact info in the chat session, and forward it to you.

Q. What industries do you have custom tailored solutions for?

A. We have tailored solutions for Real State, Mortgage, Medical and Enterprise, among others.

Q. I have a callcenter and I want business.

Q. What guarantee do I have that you have qualified chat operators?

A. Nveevo has an extensive and exhaustive qualifying process to ensure that we only select the best candidates for our positions. We provide customized training for all of our clients needs to ensure 100% Quality. Also when is required, we ask the operators to take random tests for your product so that you can approved their capabilities.

Q. How do I ensure quality of the chat inquiries answered?

A. We regularly monitor chat sessions and review chat conversations to ensure the relevancy of the operators’ responses. Our Return Resolution Report allows us to see which customers have their questions answered the first time, ensuring a pleasant user experience. Based on the traffic your help desk receives, adjustments are constantly being made to ensure an efficient and effective service.

Q. How are the representatives trained?

A. Operators are interviewed and selected based on their proficiency in English, Spanish and/or German, typing speed, etiquette, and analytical decision making skills. Qualified representatives go through training sessions provided by a office manager. A support document and materials are required from the client which details the types of questions and answer pairs the operator should be prepared to handle.

Q. What happens if you cannot answer a question?

A. When questions and requests arise which are out of the representative’s scope, the standard process is to have the representative collect the customer’s information, forward the information to a higher level support contact, and explain to the customer their request has been submitted.

Q. How many chat operators do you have available ?

A. We have more than enough capacity to handle thousands of chats per hour and each client is assigned to a specific seat with set of operators, so they are trained on your site and products.

Q. How many sites can one agent handle at the same time?

A. We have agents handling an average of 3 chats. It all depends on the type of service that they have to provide. The basic Customer Service where the agent only as to answer FAQs is handled with more ease than the Advanced Customer Service where the agent has to go to the customer's back-end system and look for the information.

Q. What is the average waiting time?

A. The average waiting time to answer a chat is 20 seconds

Q. How many chats can you handle at the same time?

A. We can handle an unlimited number of chats simultaneously.

Q. Will my personal information be sold to other companies?

A. No, all information that you provide us is completely confidential between your company and ours. We never engage in this type of practice, and you may also view our privacy policy at www.nveevo.com/privacy_policy.html

Q. I am concerned with privacy as I am uneasy about allowing access to our company information and processes to a 3rd party.

A. At Nveevo, we follow a strict Privacy Policy and code of ethics in which will keep your sensitive company information safe and vaulted. We are not in the business of sharing, selling, or redistributing your sensitive information to 3rd parties. For more information on our Privacy Policy, visit: http://www.nveevo.com/privacy.htm

Q. Is there a number I can reach you?

A. You can reach us at 1-800-964-8176 (toll free) and 1-646-278-1090 (International) or you can send us an email to info@nveevo.com

Q. What regions do you service?

A. Our services are available globally.

Q.Is there a commitment plan or do I have to pay cancellation fee?

A. Although we have Terms of Service and Privacy Policy you are not bound by any contract and you can cancel at any time.

Q. How many other sites do you provide support for?

A. We service customers that range from Small Businesses to Large Enterprises. Due to internal policies and procedures we are not able to convey the names of these companies through this FAQ.

Q. Is your business looking for partners ?

A. We have unique opportunities for partnering. Please visit  http://www.nveevo.com/partners.htm

Q. Any advice and information on how to work for your company ?

A. You can send your resume to info@nveevo.com and when we have any vacants, we'll contact you. Thank you for showing your interest in our company. 

Implementation Questions

Q. How many language options are there available?

A. At the moment we offer 24/7 Chat support in English, Spanish and German. We will shortly be implementing French and Italian, among other languages.

Q. Can your chats operators answer all basic information regarding my business?

A. It all depends on the service plan that you choose.

If you select Basic Chat your chats will be answered using a simple script which we work with you to develop, which is designed to capture and forward you the lead.

For Advanced FAQ Chat your chats are answered in the same manner as the basic chat service, however the purpose of this service is to be able to further assist potential customers with more information about your company, products, and/or services using an ever evolving FAQ database for you company. The lead is also sent. We can also offer full Customer Service, Order/Account transaction and/or full service Technical Support.

Q. Do you provide a filter for unwanted chats?

A. We can block unwanted chats and types of chats that you do not want us to handle, by asking disqualifying questions up front or using information that your system provides us. Keep in mind that you are not charged for disqualified chats. We can also do full pre-qualifying questionnaires, or online applications.

Q. How can I send my company logo?

A. It's really easy, you can just e-mail us your logo (jpg or gif format) to store in our servers or you can provide us with the "URL" where the logo is located.

Q. I don't have a Chat Button, what can I do?

A. Nveevo will help you create your own customized chat Button that we can store in our servers and send you the button scripts so you can display it on your website(s).

Q. Can I create my own scripts for the chats?

A. Yes you can, or at no additional cost we can help you create your own Chat script.

Q. Will I have records or detailed reports for the chats?

A. Yes you will. Once completed, a transcript of the chat is instantly forwarded to your email, and/or your on-call person is called with a hot lead or to schedule a time for a follow up call. We also provide detailed billing with your monthly invoice, which includes comprehensive chat statistics.

Q. Does your Software support Voice and data?

A. Not at the moment, but you can provide us with your information so we can contact you as soon as we have it available.

Q. What is Assisted Setup?

A. If you select Assisted Setup, a New Client Liaison will contact you at the time you requested.

Q. If I take the assisted Setup, how long does the implementation process usually take?

A. When you choose the assisted set up, the implementation manager contacts you by the following business day. The implementation process will depend on your company's size and the number of services that you have subscribed to. After Nveevo has received all of the information specified in the sign up process it can take as little as 2 hours!.

Q. After the implementation process ends, how long does it take before service goes live?

A. After we have received all necessary information, it usually takes us 48 hours to go live. If the service that you have subscribed to requires training of our operators to become familiar with your product/service it may take up to 2 weeks. The process averages 5-10 days.

Q. What happens if the service goes down?

A. have dual redundancy with our facility in the United States. Therefore, if for any reason our principal location is down, our facility in the United States will take over. We guarantee 99.9 % up time.

Q. Do you have an SLA (Service Level Agreement) ?

Q. What is the set up cost?

A. There are no set up fees. Minimal training fees are sometimes applicable for advanced customer service and technical support plans.

Q. We already have a Live Help Chat Software. Is it ok ?

A. Your chat software will no longer be necessary; it is included in our monthly subscription price.

Billing Questions

Q. What payment methods does Nveevo offer?

A. You can use all major credit cards.

Q.What is the Nveevo billing cycle?

A. You are billed automatically every 30 days for your next monthly service in advance and your previous month's per chat charges.

Q. Where can I find my total amount due?

A. In your monthly detailed invoice or by calling the billing department.

Q. Where can I find details about billing adjustments and other charges?

A. In your monthly bill or by calling the billing department.

Q. Can I view and pay my bill online?

A. Your bill is paid automatically when we charge the credit card provided, monthly.

Q. Is payment by credit card secure?

A. Absolutely! We use SSL (Secure Sockets Layer) encryption technology to assure complete online privacy and confidentiality.

Q. Can I use multiple credit cards under the same customer ID?

A. Unfortunately, you can not.

Q. How do I cancel my account?

A. Just send us an email to billing@nveevo.com or you can call our billing department.

Q. Can I get a refund if I decide not to continue with my account?

A. At times we have offered a 30 day money-back guarantee. If you subscribed during that offer period, you are eligible for a refund. Request your refund by calling or e-mailing the billing department.

Q. Can I find out how much I owe right now?

A. Yes, by e-mailing or calling the billing department.