Frequently Asked Questions
FAQ .BespokeChat
GENERAL INFORMATION ABOUT OUR SERVICE
What do we do?
.BespokeChat is an outsourced live chat service for websites, designed to increase sales, improve customer satisfaction, and help you build long-term relationships with your clients.
Our team proactively engages visitors on your website via chat, acting on behalf of your company. We use the LiveChat platform developed by Text for this purpose.
Why is a well-managed chat so important?
Modern customers are impatient – 82% expect a reply within 10 minutes, something nearly impossible to achieve via email. That’s why live chat and messaging tools like Messenger are essential in customer service.
Speed matters: more than half of users abandon chat if no one responds within the first minute.
Moreover, 42% of all chats take place outside regular business hours, and 22% happen on weekends. This means your customers need round-the-clock availability – and that’s exactly what we provide.
Is .BespokeChat a tool or a service?
.BespokeChat is primarily an outsourced customer chat service. Our trained Customer Advisors chat with your website visitors in real time, acting as representatives of your brand. You also get access to the .BespokeChat Panel, a monitoring dashboard that lets you review results, view leads, and read chat transcripts. We handle all customer communication for you – you don’t need to manage it yourself.
What’s the difference between .BespokeChat and LiveChat?
LiveChat is the software platform we use to run chats on your website.
.BespokeChat is the team and the service behind those chats – trained professionals who handle conversations for your business.
We’re an official LiveChat partner in Poland, but our role goes far beyond the technology. You don’t have to hire your own chat agents – we manage everything end-to-end.
In short:
LiveChat = the tool.
.BespokeChat = people, process, and accountability for results.
How does the chat implementation process work?
Our setup process is simple and typically takes 3-4 weeks.
Define collaboration details – We learn about your business, create a knowledge base, and align communication standards.
We send you installation instructions – including the LiveChat script. For WordPress, just install a dedicated plugin. For other platforms, add the script to your site’s <head> section or via Google Tag Manager.
Testing – We verify that the chat window appears correctly and that all conversations route to our team.
Launch – Our Customer Advisors begin handling chats on your behalf.
Access your Panel – You can monitor chats, leads, and results anytime.
Which communication channels do you support?
We handle multiple channels, including:
– Website LiveChat widget
– Facebook Messenger
– WhatsApp
– Apple Business Chat
– SMS
All conversations are managed by our Customer Advisors and visible in your .BespokeChat Panel.
Do you handle emails or other channels?
No, we focus exclusively on real-time live chat for maximum responsiveness and quality.
For companies that prefer to collect inquiries instead, we can display a lead form within the chat window, allowing users to submit their contact details. These inquiries will also appear in your .BespokeChat Panel.
SCOPE AND CHARACTERISTICS OF THE SERVICE
Can you handle chats in multiple languages?
Yes. We provide chat support in English and Polish, simultaneously, if needed – no additional setup or steps on your side are required.
Which industries do you serve?
We specialize in automotive (car dealerships) and real estate (property developers).
Can you handle international customers in different time zones?
Our standard service hours are 8:00 AM – 11:00 PM CET, seven days a week, which covers most European time zones.
What’s the contract length?
Contracts are open-ended with a one-month notice period. No long-term commitments – our focus is on delivering ongoing value, not locking you into a contract.
Is there a trial period?
Trial availability depends on the expected scale of cooperation. Let’s get in touch! Together we’ll evaluate whether a test period makes sense for your specific project.
How do you ensure chat quality?
Each chat team is supervised by a trainer, who reviews conversations and provides feedback visible to all advisors.
Live supervision and ongoing knowledge sharing keep our service consistent and effective.
What is a phone transfer?
A phone transfer connects a visitor who wants to talk immediately with your company’s representative. It’s a powerful way to capture hot sales leads.
What are reports?
Reports are sales leads – notifications containing a customer’s contact information. They are sent to your email or phone and also stored in your .BespokeChat Panel.
What can I do in the .BespokeChat Panel?
The .BespokeChat Panel lets you:
– View all chat transcripts
– Comment and add notes
– Track statistics (number of chats, leads, satisfaction ratings)
– Monitor results against goals
– Export data for analysis
Everything is available in real time.
Do I have access to chat transcripts?
Yes. Every conversation handled on your behalf is saved in your .BespokeChat Panel and can be reviewed anytime.
IMPLEMENTATION AND ONBOARDING
How long does setup take after signing the contract?
Usually 3–4 weeks, depending on your project’s complexity. We handle all technical setup, knowledge gathering, and training.
What do I need to do during implementation?
Only a few simple steps:
1. Add the chat script to your website.
2. Provide us with short answers about your offer and service.
3. Indicate who should receive new lead notifications.
We handle everything else – configuration, invitation triggers, advisor training, and knowledge testing.
How are Customer Advisors trained?
Our advisors are trained internally by our trainers, using materials from your website and the information gathered during onboarding. You don’t need to host or conduct any training yourself.
Is chat service included in the pricing?
Yes, all-inclusive. The price covers access to the panel, LiveChat license, configuration, and ongoing service.
Can I pause the service temporarily (e.g., during website updates)?
There’s no “pause” option, but if your website is under maintenance or you expect downtime, just let your Client Success Manager know – we’ll adjust operations accordingly.
CUSTOMER ADVISORS AND SERVICE OPERATION
How many people will handle my company’s chat?
Your chat will typically be managed by a team of 6 to 10 Customer Advisors. During active service hours, we always ensure at least two Advisors are available to talk with visitors on your website. Depending on demand, .BespokeChat assigns the right number of Advisors to support your chat, so you never have to worry about staffing or availability when customers reach out.
We fully guarantee chat coverage whenever it’s active, taking care of all staffing needs – regardless of holidays, sick leaves, vacations, or team changes.
Can I provide my own scripts or answers for the Advisors to use?
We do not use predefined conversation scripts. Our Advisors follow proprietary communication methods developed over years of practice, ensuring high conversion rates and excellent user satisfaction.
As part of the onboarding process, we’ll ask you to provide a set of key information based on a defined structure. This allows our Customer Advisors to access the knowledge needed to handle the most common questions.
Do I need to have my own chat consultant, or do you provide full support?
We provide a complete, end-to-end chat service – from setup and configuration to live conversation handling. External consultants cannot use our system. All chats are conducted by our trained Customer Advisors, following proven communication standards.
Will my employees need to be involved in chat operations?
No. The chat is fully handled by .BespokeChat Customer Advisors. You can, however, monitor conversation logs at any time and share feedback, which we’ll promptly implement to further align communication with your brand’s tone and goals.
Can the chat window design be customized?
Yes. We fully adapt the chat widget’s appearance to match your brand identity. By default, we prepare one visual variant that you can use across multiple domains. This ensures a consistent look and communication style regardless of where the chat starts.
.BESPOKECHAT PANEL AND REPORTING
Who is my Client Success Manager?
After signing your agreement, you’ll be assigned a dedicated Client Success Manager – a person who knows your offer, understands your communication goals, and oversees every stage of cooperation. Your Success Manager collects product knowledge, passes it to the Customer Advisors team, monitors chat quality, and implements your feedback. This gives you a single, consistent point of contact.
If your offer or goals change, your Success Manager updates the team, so all chats remain accurate and consistent. If any staff changes occur on our side, your Success Manager handles onboarding of new Advisors – you won’t have to explain anything twice.
How do you measure chat performance?
Chat performance is measured using key indicators such as:
– Number of initiated conversations,
– Number of leads acquired,
– Chat-to-lead conversion rate,
– Average chat duration,
– Customer ratings and feedback after conversations.
This allows you to see how effectively the chat supports your business – from the first message to the final conversion.
Do you provide reports and statistics?
Yes. All data is available in your .BespokeChat Panel, our platform for monitoring Customer Advisor activity. You’ll find metrics such as conversation volume, lead count, conversion rates, response times, customer feedback, and summaries of each chat. This gives you transparent, data-driven insight into performance at any time.
How often do I receive reports (weekly, monthly)?
Your data is available 24/7 in your .BespokeChat Panel, so you can check results whenever you want – without waiting for scheduled reports. You decide how and when to analyze performance.
Can I receive real-time notifications about new leads?
Yes. You can enable email and SMS notifications to be informed instantly whenever a new lead is submitted. This gives you full visibility without needing to log in constantly.
Can I filter data and leads in the .BespokeChat Panel?
Yes. The .BespokeChat Panel allows you to filter results by date, goal, or report type. All data is displayed in clear tables that can be easily exported to Excel for further analysis or internal reporting.
How secure is the data and communication?
Data security is our top priority. All chats are encrypted and accessible only to authorized personnel. We operate in full compliance with GDPR regulations and maintain strict data protection standards at every step – from the first message to conversation archiving. You can rest assured that all communication occurs in a safe, controlled environment.
PRICING AND PACKAGES
What determines the service cost?
Pricing depends primarily on the selected package – that is, the number of conversations handled per month. Additional services, such as SMS notifications, Phone Transfer, or custom integrations, can also affect the total cost.
You’ll find the full list of options in our detailed price list, which helps tailor the collaboration model to your needs.
What happens if the monthly chat limit is exceeded?
If you exceed the agreed chat limit, we offer three solutions:
– Apply a per-chat fee for each additional conversation,
– Pause the service until the next billing cycle,
– Or upgrade your package to a higher tier.
This ensures full cost control and flexibility. Each scenario is discussed individually during contract setup.
How is billing structured - subscription, per lead, or per chat?
You pay a fixed monthly subscription fee, covering a predefined number of chats. We don’t charge per lead or per conversation individually. Once you reach the included limit, you can either upgrade your plan or pay a set rate for additional chats.
Can I change the package during the agreement?
Yes. Package changes can be made anytime during our collaboration. We’ll discuss and tailor the best option based on your business scale and current needs.
What are the cancellation terms?
You can cancel your agreement at any time with one month’s notice. We believe collaboration should continue only as long as it brings value to your business – no pressure, no long-term obligations.
Can I test different chat versions (A/B testing)?
Yes. Our team regularly runs A/B tests to evaluate the performance of different invitation styles, chat triggers, and communication tones. These tests are handled internally based on real data and user behavior insights. Clients cannot manually set up tests, but we continuously optimize for best results.
Can I manage user access to chats and leads?
Yes. The .BespokeChat Panel allows you to assign different access levels. You decide who has standard access, who serves as an administrator, and who receives knowledge-based questions. You maintain full control over roles, while we ensure security and transparency.
LEADS AND INTEGRATIONS
What is a lead and what data does it include?
A lead is a qualified customer inquiry gathered during chat conversations. It typically includes the visitor’s contact information (name, email, phone), interest details, and additional notes from the Advisor. Leads appear instantly in your .BespokeChat Panel for easy review and follow-up.
When will I receive new leads?
Leads are sent immediately after a conversation ends – once verified by the Customer Advisor. This typically takes a few minutes. As soon as a lead is confirmed, you’ll receive an email or SMS notification in real time.
How are sales leads delivered?
Leads are delivered directly to your .BespokeChat Panel, where you can view full chat transcripts and manage submissions. You’ll also receive instant notifications via email or SMS. If you use a CRM, we can integrate lead delivery directly into your system.
Can you integrate leads directly with our CRM?
Yes. We can forward leads directly to selected CRM systems such as Car Sales Flow, Dealer CRM, YouLead, Developer System, and others. Integration details are tailored individually to match your infrastructure and sales process.
Can lead conversion data be sent to Google Analytics or Facebook Ads?
Yes. We offer the option to integrate conversion data with Google Analytics and Facebook Ads to support ad optimization and learning algorithms. Integration scope is defined individually during setup.
How can I track the number of chats within my subscription?
The .BespokeChat Panel provides 24/7 access to your monthly chat statistics, so you can easily check how many chats have been completed, how many remain, and how overall traffic looks. This gives you full transparency over usage.
Do I receive notifications about every chat?
No. Notifications are only sent for sales-qualified leads. When a chat ends in a lead, you’ll receive a summary via email or SMS. Complete transcripts of all conversations remain available in the .BespokeChat Panel at any time.
What is the .BespokeChat Panel application?
It’s a dedicated online platform giving you full visibility into all chat operations. You’ll find chat logs, leads, reports, statistics, and direct contact with your Guardian. It’s designed to make your cooperation transparent, data-driven, and efficient – all in one place.
How can I contact my Client Success Manager?
You can reach your Client Success Manager directly through the .BespokeChat Panel, by email, or by phone (Monday to Friday). Their contact details are available under the “Team Coordinated By” section on your Panel’s homepage.
Does the price depend on the number of Advisors handling my chat?
No. Pricing is based solely on the number of handled chats, not the number of Advisors. We manage staffing internally to ensure full coverage and smooth operation – regardless of traffic volume.
Can I set custom chat operating hours?
Our standard chat support runs 8:00 AM – 11:00 PM, 7 days a week – a schedule proven to deliver the highest engagement and conversion rates. Alternative schedules can be discussed individually, but we recommend full coverage for best results.
Can I downgrade my package during the contract?
You can adjust your subscription at any time. Simply discuss it with your Client Success Manager, who will guide you through the process and ensure a smooth transition.
TECHNOLOGY AND PERSONALIZATION
Can you handle other communication channels, such as Facebook Messenger?
Yes. In addition to website chat, we also support selected channels like Facebook Messenger, WhatsApp, Apple Business Chat, and SMS. Integration scope and configuration are discussed individually.
Do you use AI technologies in chat support?
No – we do not use chatbots or AI tools in client-facing conversations. We believe empathy, intuition, and proactive human interaction are essential for sales-driven communication.
Internally, we use AI only for quality analysis and conversation summaries. We do it all in a secure, closed environment with anonymized data.
How do Advisors stay informed about my company and communication style?
Our Customer Advisors rely on the information gathered during onboarding – including your website, brand materials, and social media profiles. They follow your preferred communication tone and FAQs. When updates are needed, your Success Manager contacts you to clarify or add new details, ensuring brand consistency at all times.
Does the chat widget work on mobile devices?
Yes. The LiveChat tool is fully optimized for both desktop and mobile. Regardless of the device, the chat window remains accessible, responsive, and easy to use.
What are the technical requirements for chat installation?
The chat is implemented by adding a lightweight script to your website code – typically in the <head> section or through Google Tag Manager. A dedicated WordPress plugin is also available. Full setup instructions are provided, and technical support on our side is always available.
Will the chat script slow down my website?
No. The chat script is light, optimized, and loads asynchronously, ensuring it does not affect website performance. It’s a tested, secure, and widely used solution.
Can I define custom greetings or chat messages?
We handle configuration to follow best practices and maximize engagement. Based on over 1.5 million chats, we’ve developed invitation templates that effectively boost response and lead rates. Our team continuously runs **A/B tests and optimizations** to keep your chat relevant, brand-aligned, and effective.
Who are the Customer Advisors? Can I meet them?
Customer Advisors are carefully selected professionals who go through multi-stage recruitment and weeks of onboarding. They are trained not only in communication and writing skills but also in analytical thinking and sales awareness. Although direct contact with individual Advisors is not possible, you can view the list of active Advisors in your .BespokeChat Panel. All communication between you and your Guardian is visible to the team for context alignment.
How do we guarantee your results?
All Customer Advisor activities are fully monitored and transparent in your .BespokeChat Panel. You can review chat logs, performance metrics, and overall results anytime. Advisors follow strict “Conversation Framework” and “Service Standards”, ensuring consistency, predictability, and effectiveness. A dedicated Quality Department oversees daily operations, ensuring top performance.
Are there questions your Advisors do not answer?
Our Advisors are equipped to handle all common inquiries about your offer. Their goal, however, is not to answer every possible question, but to engage, qualify, and encourage contact, leading to a sales opportunity. Overly detailed answers might end the conversation prematurely, so Advisors strike a balance between information and invitation. You can always share preferences to fine-tune this balance.
ABOUT THE COMPANY
Where is your office located? Do your Advisors work onsite?
Since our founding in 2015, .BespokeChat has operated entirely remotely – without a physical office. All processes are online, allowing us to recruit top talent regardless of location and maintain full operational flexibility. Years of experience show that a well-managed remote model ensures both quality and availability.
What does proactive chat support mean?
Proactive chat support means initiating contact with website visitors at the right moment, based on behavioral triggers. Our Advisors don’t wait passively – they offer help, suggest solutions, and guide conversations naturally. This creates a positive experience and increases the likelihood of capturing qualified leads. Advisors focus exclusively on chat (not phones or front-desk tasks), which maximizes efficiency and conversion rates.
Do I get dedicated Advisors working only on my website?
No. .BespokeChat operates a shared Advisor model, where team members handle multiple sites simultaneously. This approach allows optimal workload distribution, cost efficiency, and consistent quality. It’s a proven model, balancing performance with affordability.
Do your Advisors follow specific communication rules?
Yes. All Advisors follow clearly defined principles to maintain consistent and effective communication. Two core elements guide their work: the Conversation Framework, ensuring a customer-friendly structure, and the Service Standards, outlining tone, intent, and goals. A dedicated Quality Team reviews every chat daily to maintain excellence and identify areas for improvement.
What is the role of the Quality Department?
The Quality Department continuously monitors all chats – both live and completed – to ensure compliance with communication standards. Advisors receive regular feedback to refine skills and maintain top performance. The team also conducts knowledge quizzes and test chats based on your provided information. This ensures our service quality remains consistently high and continually improves.