| General FAQs |
| Our Frequently Asked Questions page is created to help our customers find answers to common questions about our service. If you do not find the answers you are looking for, please Chat with us. |
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| What is VisitCentric? |
| VisitCentric is a product of APYL Inc. VisitCentric is two in one Application with live Business Chat and Live Stats Functionality. |
| Do you provide customer support representatives along with the software? |
| We do not provide customer support representatives, only the technical infrastructure for your operators. This includes server-side software running on our servers and operator consoles that can be downloaded and installed on operators' workstations. |
| Is VisitCentric beneficial for my company? |
| VisitCentric as a combined package helps you to grow your business, Helps you to know what a visitor doing at your website, improve your customer service, Investigate why prospective customer not buying from your e-commerce site, enhance visitor’s trust in your website and discover bottlenecks. |
| Is VisitCentric reliable and secure for my website? |
| Yes, VisitCentric is secure and reliable application, There is no threat to customer data. |
| Can I download the software and install it on my server? |
| No. The application runs from your workstation but the database will run from our servers. |
| What operating system platforms and browsers is VisitCentric Live Chat compatible with? |
| VisitCentric is compatible with all versions and variants of windows and all major web browsers are supported. |
| Do my visitor’s require any kind of technical specifications if we use VisitCentric services? |
| No, Visitors do not require any kind of technical specifications, VisitCentric is very user friendly. |
| Do you have a demo of your Service? |
| No. We do not have a demo. But, you can test our software for a period of 30days. |
| Can your system be used with dynamic and secure web pages? |
| Yes. VisitCentric supports both ssl and non-ssl WebPages. |
| Can I use VisitCentric Live Chat on more than one website at the same time? |
| Yes. Our service can be used on any number of web pages or sites. Our flexible plans provide the full freedom to add as much websites. |
| How much time it will take to install VisitCentric? |
| It’s just a matter of few minutes, as soon as you signup and the tracking code (which we provide you) is installed in your website. VisitCentric application starts working immediately. |
| What type of technical knowledge is required to setup VisitCentric on my website? |
| No specific technical knowledge is required; your web designer can easily implement the code (which we provide you) in your website. If you still see any problem, our support team is always ready to help you. You can come to live chat for your queries. |
| How do I sign up? |
| To sign up please click Prices menu on our home page http://www.visitcentric.com then choose your preferred plan, enter your preferred username, password, fill contact/billing information and press submit button. |
| Are upgrades included? If I sign up now, will I automatically get any new updates? |
| Yes. Enhancements and version upgrades will be notified through a detailed e-mail communication. |
| How can I cancel my account? |
| Simply fill out this form www.visitcentric.net/cancelform.jsp. |
| Free Trial FAQs |
| Do you have free trial of your Service? |
| Yes, we provide 30 day free trial. To avail 30day free trial, you need to sign up for VisitCentric. To sign up please click Prices menu on our home page http://www.visitcentric.com then choose your preferred plan, enter your preferred username, password, fill contact/billing information and press submit button. |
| Can a non-technical person set this up? |
| Yes. Our user friendly and modern interfaces will make it very easy for anyone to set up the application |
| Are there any limitations in the Trial account? |
| No. All features of the service are fully functional in the Trial account. |
| Do I need to enter my credit card info or make a pre-payment for the trial? |
| No. To start using our service in trial mode you just to sign up for VisitCentric. To sign up please click Prices menu on our home page http://www.visitcentric.com then choose your preferred plan, enter your preferred username, password, fill contact/billing information, choose billing period and payment mode as trial and press Submit button. When your trial expires (after 30days) you will be able to choose a plan and submit payment. |
| Can I keep my settings after my free trial expires? |
| Yes. All of your settings will continue uninterrupted when you sign up for our paid subscription. |
| Can I create more than 1 operator during the trial? |
| Yes, you can create any number of operators during the trial. |
| When I upgrade my account from Trial to paid, shall I setup everything anew? |
| All your settings will be kept as it is; there is no need to setup anything anew. All your settings will be kept even if your account is suspended, you can activate it at any moment. |
| Integration FAQs |
| Can a non-technical person set up account? |
| Absolutely. No advanced technical skills are required. You merely need to add a chat button to your website pages. If you need assistance, we can help. |
| How can I add a Website in my account? |
You need to add the website in control panel by, follow following steps for this:
1. Login to your account, choose Stats/Live chat Setup and Reports from dropdown, fill username/password and press login button.
2. After Login go to Live Stat Setup menu>>Website>>Add>> add website name and URL. |
| How do I add the chat feature to my website? |
| You need to add the website in control panel by, follow following steps for this:
Click on added Website name>>go to Live Stat Setup menu>>Website>>Website tracking code.
All you have to do is to copy and paste this script into your web page source code and upload the updated page to your web server. When your client clicks on the chat button, this code will load the Visitor Popup Messenger from our servers. |
| How do I start chatting with my visitors? |
| Download the operator console by clicking on VisitCentric Desktop Link present on homepage of your Control Panel. Install it on your computer. Login to the operator console using your account name, operator login and password. When you login to the operator console, the live Chat on your website will automatically switch on to the Operator Available mode and you will be able to monitor your site and receive chat calls from your visitors. |
| Live Chat & Live Statistics FAQs |
| What about the security of our conversations? |
| The chat is totally secured. Our database is on a secured server. |
| Is it possible to store frequently asked questions to avoid typing again and again? |
| Yes, we have canned messages in our Operator Console. You can create canned messages inside your control panel. These canned messages save your operator’s time because they need not to type same text again and again for different visitors. After you set up predefined answers, your operators will be able to choose them from a drop-down list in the operator console. Your operators may edit or customize these messages as necessary before they are sent to the visitor. VisitCentric flexible structure provides you functions which enhance your productivity and saves time as well. |
| Is it possible to block IPs? |
| Yes, In IP ignore list, you can enter IP address of the individual whose visits you want to block. This way that user’s visits will not be counted in the statistics. |
| Do you offer VoIP and/or video chat? |
| Our system supports text messaging only. VoIP and video are not available at this time. |
| Can we receive messages when we are off-line? |
| In case operators are not available to communicate with the visitor, visitor will see Operator: Not Available status. In this case send email button will appear in bottom right of the window, Visitor can fill the essential fields, type his query and whole of the information will be send by email to authorized person. This way visitor’s query can be solved and send to him via email, we call this email channel email or channel email id. |
| How do I setup an email address to receive emails from visitors when no operators are available? |
| When none of the operators are online, Visitor can send his query to an email id, this email id is called Channel email id. You can setup channel email from control panel by going to Live Chat Setup>> Chat settings>> Channel email change |
| Can I change the channel email anytime? |
| Yes, you can change channel email id anytime and set new one. When operator will be offline you will get all the mails on this particular email id. |
| Can I have separate channel email for each website? |
| Yes, you can set a separate channel email id for each website. |
| Do you provide multiple department facility? |
| Yes, we support multiple department facility. Operator can accept chat depending on their department for e.g. sales, billing, technical and general. |
| Do you support multitasking or multiple chat handling? |
| Yes, one Operator can handle any number of chats at the same time. Each Chat runs at a separate tab in Operator Console. |
| Is it possible to transfer the chats from operator to operator without any problem? |
| Yes. An operator can forward a chat to another just in a mouse click. |
| Does the VisitCentric Live Chat application alert by sound when a customer requests a chat? |
| Yes. VisitCentric does have a sophisticated sound alert feature available. |
| Can I do proactive chats with VisitCentric? |
| Yes, you can send “proactive” chat invitations to visitors. |
| Can I send Operator console download link from email? |
| Yes, we can provide you URL for this. By clicking on that URL, operator console automatically starts downloading. You can send this URL to your operators by email. |
| Can I add more operators later after I subscribe? |
| Yes. You can always upgrade operators at any point of time. |
| How do I setup multiple operators? |
| Multiple operators can be specified by using the User management which you can access by following steps: Login to your control panel by choosing user management/billing as login area and fill username, password>> go to user management menu>> fill the required information and add operators. |
| Do you send Chat transcripts to Visitors? |
| Yes, we send chat transcript to visitors by email. |
| Can I have site monitoring with VisitCentric? |
| Yes, you can monitor visitors on your website in real-time. |
| How often are my statistics updated? |
| VisitCentric statistics is in real-time. This means that you don’t have to wait to view the latest traffic flow of data. You can Visitors statistics in real-time. |
| How many sites can I monitor with VisitCentric? |
| You can monitor as many sites as you want. You can add multiple sites from one account and anytime buy an additional website from the control panel. |
| I am tracking multiple sites. Can I see statistics reports of all websites? |
| Yes, you can see separate stats reports of all websites. |
| Do you Store Stats data in the form of Reports? |
| Yes, we store stats data in form of reports. We provide geo reports, visit reports, search engine reports, top 30 WebPages, top 30 entry pages, top 30 exit pages, referrer websites. |
| What is the purpose of adding the search engine in Control Panel? |
| By adding search engine you can know which search engine generates more traffic for you and which generates less, User can add or remove search engine accordingly for any particular site |
| Can we monitor the search engines and what keywords people use to find our site? |
| Yes. This information can be seen in operator console. Even you can see the history in the customer control panel under Search engine reports. |
| Chat button & Customization FAQs |
| Can I monitor my website visitors without putting a chat button on the page? |
| Yes. You can monitor visitors without chat buttons. We do provide two different codes each for monitoring and Chat icon. You can watch the visitors without chat button by adding only live monitoring script in the website. |
| Can we change the appearance of chat buttons to match our site better? |
| Yes. We do have a galley of icons to choose from. |
| Can I have different chat buttons on different pages of my site? |
| No. The chat button will be the same for all the pages. |
| Can I place chat buttons on more than one site / domain? |
| Yes. You can place chat buttons on any number of pages, sites, and domains. You can choose any number of additional websites within your control panel. |
| How can I choose live chat button for my website? |
| VisitCentric provides the facility to choose chat image of your choice. We provide multiple chat images, for this you can go to live chat setup > chat settings. Customer can choose different chat images for different services and have full liberty to choose any image which goes with your website’s look and feel. |
| Can I replace the logo in the Customer Chat Window? |
| Yes. You can upload your logo and also, change it any time. But, VisitCentric accepts only JPEG images. |
| Can I change look and feel of Visitor Chat window to match with my Website? |
| Yes, you can change look and feel of Visitor Chat window. For this go to your control pane>>Live stat setup in menu>> Chat settings. |
| How do you notify visitors if live chat is offline? |
| In case Live Chat support is not available, “Operator: Not Available” message will flash on the right side of Visitor Chat window. In case of presence of Live Chat support, “Operator Available” message will appear. |
| Live Chat & Live Stat Reports FAQs |
| Do you store Chat transcripts of Visitors? |
| Yes, we provide “Chat transcript search” in control panel. You can search transcripts by keyword, website name, visitor name, email id, operator name, time frame etc. |
| Is there any criterion for checking the operator performance? |
| Yes, we have Operator Performance report. You can check operator’s performance on daily, weekly, Monthly basis. In this report you can judge performance of operator on the basis of total chat handled, total missed chat, total wait time. |
| Can I see traffic report of my websites? |
| Yes, you can see website traffic report on hourly/daily and monthly basis. Use this tool to query average chat requests per hour over a specified time period |
| Can I see When are my operators Busiest? |
| Yes, by viewing Operator Chat Trends you can clearly have an idea of it. This indicates how busy Operator(s) are at a given time and if there is a need to increase staff to handle busy times. |
| Can we monitor the search engines and what keywords people use to find our site? |
| Yes, Search engine report show which search engine generates maximum traffic for your website and which generates minimum. You select a search engine that you have added earlier, and the report will show search engine by keyword and visits by country. |
| Can I know which referrer websites generates maximum traffic for my website? |
| Yes, we maintain report websites which generates maximum traffic for your website. You can find out this report on daily, weekly, monthly, yearly basis. |
| Can I analyze strongest and weakest pages of my Website through VisitCentric? |
| We provide traffic information of pages, by analyzing which you can clearly point out the pages which are strongest and which are weakest. These reports will show the most popular 30 exit WebPages and 30 entry pages of a particular site and their respective visit count. |
| Billing FAQs |
| Is there a Setup fee? |
| No, there is no setup fee. You only have to pay as per your billing peiod. |
| What is billing period? |
| Billing period is Interval between periodic billings for plans/services rendered. There is only a monthly service fee that can be paid each month, every six months, or annually. |
| What are the different methods to pay? |
| Customers can pay through credit card, PayPal and cheque. To pay with Credit Card, please select PayPal option as Payment mode during signup. On PayPal page, you will have option to pay by Credit Card or your PayPal account. |
| Are upgrades included? If I sign up now, will I automatically get any new updates? |
| Yes. Enhancements and version upgrades will be notified through a detailed e-mail communication. |
| When does my billing cycle start? |
| The billing cycle starts when you subscribe for one of our paid packages. You can choose one, six month or annual billing period. |
| How can I choose a Plan? |
| Go to plan and pricing page, list of all the plans with details are featured there. You just have to click on signup link and fill the required information. You signup will be activated after getting your payment processed. |
| How do I upgrade/downgrade my Plan? |
| You just have to go to your control panel and change the plan. There after you will be billed according to changed plan. |
| I want to suspend my account for some time. Is it possible? |
| Yes, it is possible. To suspend your account contact our support team on live chat or send us ticket. Your account can be in suspension mode only for 3months with all your account settings. After 3months it will be deleted automatically. |
| Is there any limit on chats per month? |
| No, there is no limit on flow of chats. You may have unlimited number of chats. |
| If I didn’t pay for my account, can I continue using it? |
| No, if you didn’t pay for service or plan you are using. Your account will get suspended. |
| Do you charge per operator profile in the account? |
| Yes, we charge per operator profile in an account. If you have purchase 5 operator license, you can create only 5 operators from user management. |
| What is Readypanel? |
| ReadyPanel is a product of APYL; ReadyPanel is simple but robust application that manages Billing, User Management, Service Management and Service Plan Management. We are providing a separate panel to user, where he can create further users, can see his billing statements, invoice statements and have a print copy of them. User can anytime upgrade/downgrade his chosen plans, or can enhance page view /operator/website limit. We also maintain Login logs in ReadyPanel, which helps user to track his login activities. |
