We have listed below some questions frequently asked by our customers. We will renew them periodically. If you have any questions that are not mentioned here, please contact our customer service representatives. We will give them our prompt attention.

General Questions:

What is live chat software?
Live chat software is a tool for communicating online conveniently, allowing company staff to talk with website customers and visitors in real-time.

How does live chat impact on my business?
Live chat can offer live help and online support for your customers or visitors in real-time, which will attract more sales leads for your company.

What are the advantages of your products compared with other live chat products?
As well as being easy to use, our product helps you increase sales. We also provide a "Knowledge Base" function which enables you to send prepared solutions to customers immediately. In addition, Chat4Support Pro has a visitor tracking feature that allows you to track your visitors' activities and information on your website, including website traffic statistics, which pages they visited, the referrer and entry URLs, plus their keyword usage.

What scenarios and industries is your product used in?
Our product can be used for e-commerce and customer services support. It is also available for many industries, such as online stores, web hosting, real estate, financial, universities, eBay, insurance, law firms, and so on.

Technical Questions:

Should I download and install the server-side software into my computer?
Yes, we offer you the system as a hosted solution running on our servers, and our administrators maintain the complex server-side infrastructure. You just need to download the operator software on the computer in which you want to run operator console. And run the .exe file to install the software.

How do I sign up for the software?
After downloading and installing Chat4Support, you should create a new account. Click "Need to create a new account", or sign up on the Chat4Support homepage.

Who can use Chat4Support?

Anybody can use it! There is just one account name for one administrator who can manage more than one operator.

How do I use your product?
Starting to use Chat4Support is very simple. Once you register for a Chat4Support account, you will generate new chat button HTML codes then paste the chat button HTML codes into your web pages where you wish to have a chat button displayed. Then you can chat with your website visitors at any time.

Which operating system platform does your product work under?
Chat4Support can be run under Microsoft Windows 98 and above.

Need I run DSL or cable when starting your product?
Our product works fine on dial-up modem connections, but some kind of persistent connection is preferable for operators to be online most of the time.

If I cannot log in my account, how can I do?
Firstly, be sure that you input the correct account name and password. If it is ok, it is likely that anti-virus software, internet security software, or a firewall is blocking the operator console from accessing the internet. If you still cannot log in, please contact us as soon as possible.

If I have more than one website, can I just use one Chat4Support account?
Yes. Our product is allowed to be used on any web sites. The subscription package defines only the number of operators.

How can I use free trial edition? How long is my free trial?
If you are interested in our product, please sign up an account, then you can try all features of our product for free for 15 days. After 15 days, you can continue enjoying the features of free edition. 180-days later since you sign up, your account will be invalid. If you want to continue to use Chat4Support, you should re-sign up a new account.

How can I cancel my account if I don't want to use your product?
You need to contact us or leave us a message at the web site. Our representatives will contact you promptly.

Can I add more operators later after I subscribe?
Yes. You can change your package at any time. This is free.

Can I keep my settings after my trial account expires?
Yes, all of your settings are uninterrupted when you sign up for paid subscription.

Are there any limitations when using trial version?
No, you can use the features of trial version the same with those of the paid one.

Can I customize the chat window to match my website?
Yes, you can customize your chat window as you like, such as operator's chat window, visitor's chat window, invitation window, and so on.

Can I track for the information of my visitors or customers?
Yes, you can see the profile and IP address of your each customer or visitor.

Can I create predefined answers if I always use these answers for most customers, so I don't need to type the same answers repeatedly?

Yes, you can. There is a column of canned messages to store the messages you most often use. Every time you need to send these messages, you just double click them and click the send button.

If my customers need to see a URL, can I push it?
Yes, you can push a URL to your customers.

How can I change the logo of chat button?
Please go to the admin console and log in. Click Visitor Experience menu. Then choose "Upload Image". There you can change your pictures of online, offline, invitation background, and so on.

What is the function of "Knowledge Base"?
This column is to clarify different problems from your customers or visitors. You can sort them clearly and conveniently.

How many operators are in each package?
There is one operator in each package for free. If you need more operators, there is a charge for them. The prices of each new operator added for different edition are listed in the web page http://www.chat4support.com/BuyNow.asp

How can I use the feature of visitor track monitoring?

Go to the Admin Console, and click "Traffic Analysis" menu. There, you can see the total statistics in different ranges, including "Monthly View", "Monthly IP", "Yearly View", "Yearly IP", "Daily View", "Daily IP", "Average View", "Average IP". Click on "Recent Traffic Data" to view the yearly, monthly or daily visit traffic of visitors. Click on "History Data Search" to view the historical data of website traffic by year, month or day.

I want to see where my visitors come from and what keyword they used to search for my website, can I?

Of course, you can! Go to the Admin Console, can click "Traffic Analysis" menu. There, Click on "Resource Accessed" to see how people used search engines to find your website. It shows which Domains and URLs your visitors come from, broken down by Referring Domains and Referring URLs. Click "Keyword & Referrer" to view the analysis of keywords or phrases that visitors are using to find your website in each search engine. Click "Time Zone " to select "Region" menu to view the statistics of traffic that visitors browse your website in which regions. We also offer other functions for you to analyze visitor tracking. Select "Language" for you to see the analysis of traffic by visitors' languages used. Hit "Time Zone" to view the analysis of the amount of visitors who browse your website from which time zones. You can also directly input the specific dates to search the data. Select "Other Information" menu, where there are some parameters for your choices to see the statistics. "IP Header" is the analysis of traffic by visitors' IP addresses. "Color Depth" means the analysis of traffic by visitors' typing colors. "Browser" is for you to analyze the traffic by visitors using different browsers to browse your website. "Screen Resolution" is for you to analyze the traffic according to visitors' screen sizes of computers. "Operation System" is to view the analysis of traffic by visitors' computer systems.

How can I store/save daily visitor data, e.g. keywords, etc. Whenever I open the program the next day, data from the previous day has disappeared?
You cannot save daily visitor data, but you can see the data in Admin Console. There is a statistic report, including keywords, referrers, screens, time zone, and so on.

Is there a static chat button available?
Yes. Please open operator client, and click Set Up menu. Then choose the Generate Chat Button HTML Codes item. There you can see the choices of style on the left side. Click Fixed button, and paste the codes into your web page. The chat button in your web page will be displayed with static one.

Why I don't see the Live Chat button on my page?
If you cannot see the chat button on your web page, please check whether you have inserted the invisible chat button on your web page.

Can I review the chats' histories with every visitor or customer?
Yes. Every time you chat with your customers or visitors, you can save all the chats. So you can look through the histories of chats between you and your customers or visitors.

How do I store/save chat conversations?
You can save your chat conversions in your operator chat window. There is a tool bar there, the No.5 button from left to right.

Can Chat4Support block IP addresses?
Yes, operators can block IPs. In the operator client, please click Setup, and choose IP Blocklist Settings. There you can add IP address to be blocked. Once you add the IP addresses there, and if the visitors with the IP addresses come to your website, you will no longer see them.

Will your product still work if I am on a corporate network? Will our firewall, proxy server, or antivirus software affect it?
Our system works over standard HTTP or HTTPS (80 or 443 ports) and does not use any incoming connections. It should work without requiring port mapping / forwarding rules on any network where you can access web pages with browsers like Internet Explorer or Netscape. If you encounter any problems connecting to our service, let us know and we will find a solution.

How do you secure my personal information and chatting information with my customers or visitors?
To protect our customers' privacy, we promise to provide the highest uptime possible by diligently monitoring all power systems, HVAC, network connectivity, fire control, and access technology. Entrance to the database is strictly guarded 24-7. To log into the server facility, a passkey and visual recognition must be passed. Electronic access is controlled through the security scheme of the operating system and application software components.

Licensing and Billing Questions:

If I use free trial version, do I need to enter my credit card info or make a pre-payment?
No, you just need to input your information, such as your account name and password. When your trial expires, you will be asked to a choose subscription package and submit payment, or not.

Is there a set-up fee? Are there any additional payments?
No, you don't need to pay a set-up fee, a contract fee or other additional payments.

How can I pay you if I want to purchase your product?
You can use any active credit card to pay to us.

What are your preferential policies on using your product? How can I upgrade my account?
The preferential policies are always stated on our web site. We often change them, so you should keep on browsing for our news of new products and services. And also we can send you email notifications to let you know immediately. If you want to upgrade your account, you can contact us, and our representatives will respond to you as soon as possible.

Customer Services Questions:

Do you supply customer support representatives if I get your product?
We do not supply customer support representatives. We just have our own technical experts to help your operators use Chat4Support - you have to supply your own operators.

If I have any problems about your product or services, how can I contact you?
You can chat with our representatives on line with this software, or send emails to us.