FAQ - Frequently asked questions

Chatbell

What is Chatbell?

Chatbell is a simple live-chat tool for customer service and very easy to install to any online store or web site. The idea is to make the customer service easily available for all potential customers of the web site. At the same time, it provides an excellent opportunity for additional sales.

How does Chatbell differ from other live-chat services?

Chatbell enables customer service in any online store in the best possible way. It is developed in cooperation with demanding clients, for whom fast and high-class customer service is of crucial importance.

Chatbell offers for example the following features:

  • The online store does not need to have anyone sitting by the computer to wait for customers. Instead, they can react to customer’s inquiries for example while visiting the warehouse or during the lunch break. This is possible if the store chooses to activate the AFK (Away From Keyboard) feature that sends a text message whenever a customer starts a chat on Chatbell. If necessary, it is even possible to answer the customer via text messages.
  • The online store can switch the live-chat tool on and off as they please. When Chatbell is switched off, it can be replaced by a contact form or completely hidden from the web site.
  • In addition to text, Chatbell allows showing pictures, user guides or videos to customers on the chat.

How to take Chatbell into use?

It is very simple to take Chatbell into use. After the purchase you will receive mail from our experts. They will send you a piece of code that is needed for embedding Chatbell in your online store system or web site. After receiving our instructions, it only takes a couple of minutes to set up Chatbell and start using it.

How much does Chatbell cost?

There are four choices: click the links below for details.

Chatbell Pro: €79 / month / operator

Chatbell Pro is advanced customizable live chat software. It includes all the following features:
  • One operator account

    o Possibility to upgrade the number of operators for additional fee:
    €79 / month / operator

  • Away From Keyboard with SMS functionality (*)
  • Media library for saving links to YouTube videos, pictures and pdf files of your products and showing them to the customer via chat (For example user manuals, assembly manuals, price lists, driving instructions, etc.)
  • Adding and modifying canned text strings to the chat, for example answers to FAQ
  • Adding a questionnaire that is shown to customers after they log out from chat
  • Adding a contact form if nobody is available for chat
  • Adding pictures and other details to operator accounts
  • Adding business cards
  • Editing the look and feel of the chat (total access to css files)
  • Adding your Google Analytics account
  • Possibility to make notes of the current chat
  • Possibility to change the customer's nickname labels on operator user interface


Additional option: modifying the customer user interface according to the brand on your website. Starting from €1900.

(*) When you are away from your keyboard and a customer contacts you through Chatbell Live Chat on your web shop, you can command Chatbell to forward the chat messages as SMS messages to your mobile phone. You can also reply to your customers with SMS messages. Note that SMS alarm messages sent from Chatbell to your mobile phone have to be purchased separately: 100 SMS alarm messages for €19.

Chatbell Medium €39 / month / operator

Chatbell Medium has all the functionality of a basic live chat. In addition it includes:
  • One operator account

    o Possibility to upgrade number of operators for additional fee:
    €39 / month / operator

  • Away From Keyboard with SMS functionality (*)
  • Media library for saving links to YouTube videos, pictures and pdf files of your products and showing them to the customer via chat (For example user manuals, assembly manuals, price lists, driving instructions, etc.)
  • Adding and modifying canned text strings to the chat, for example answers to FAQ


(*) When you are away from your keyboard and a customer contacts you through Chatbell Live Chat on your web shop, you can command Chatbell to forward the chat messages as SMS messages to your mobile phone. You can also reply to your customers with SMS messages. Note that SMS alarm messages sent from Chatbell to your mobile phone have to be purchased separately: 100 SMS alarm messages for €19.

Chatbell Lite €9 / month / operator

As it costs only €9 / month, Chatbell Lite is an inexpensive way to get started.

Chatbell Lite has all the functionality of a basic live chat. In addition it includes:
  • One operator account

    o Possibility to upgrade number of operators for additional fee:
    €9 / month / operator

  • Away From Keyboard with SMS functionality (*)


(*) When you are away from your keyboard and a customer contacts you through Chatbell Live Chat on your web shop, you can command Chatbell to forward the chat messages as SMS messages to your mobile phone. You can also reply to your customers with SMS messages. Note that SMS alarm messages sent from Chatbell to your mobile phone have to be purchased separately: 100 SMS alarm messages for €19.

You can upgrade, downgrade, or cancel your account at any time.

You claim that a live chat tool will increase sales – how do you explain that?

Why are there salespersons in the conventional brick and mortar stores? It’s because friendly service and further information on products help to remove any barriers that might prevent the customers from making purchase decisions. At the same time they have the opportunity to make additional sales by also suggesting products that the customers did not exactly ask for but might still be interested in. This is why it is unreasonable to think that a salesperson would not bring benefit to an online store too. We can promise it is very beneficial indeed, as long as the customer is provided with an easy way to communicate with a salesperson. Chatbell is the best possible tool for establishing your web presence.

Does the shopkeeper have to wait by the computer in order to serve customers?

There is no need for that. The online store only has to react when a customer makes a contact. Each contact request triggers Chatbell to alarm the store either by sounding an alarm on the web interface or by sending a text message to their phone. In that sense Chatbell is much like the bell on a reception desk: you don’t have to stand by the desk all the time because you will hear when a customer wants your attention and rings the bell.

When there is no personnel available at the online store, Chatbell is automatically switched off. When switched off, Chatbell can either be temporarily hidden from the web site or it can be replaced by a contact form so the customers still have an easy way of contacting the store.

Who are we?

Chatbell is developed by a Finnish IT company called Codespace, established in 1998. In addition to Chatbell, Codespace's product portfolio includes an interactive online radio channel Vote It FM and a mobile dive planner DiveMax®. DiveMax® was awarded as the best sports application of 2011 in a global Calling All Innovators competition organized by Nokia and AT&T.

In the fall 2012 Codespace was honored with the Quality Innovation of the Year 2012 award in the international Quality Innovation of the Year competition arranged by Laatukeskus Excellence Finland. This is how the award committee commented our innovation:

"The award committee regarded your suggestion for Quality Innovation as important because of its extremely high level of customer orientation, which many companies could learn from."

The Quality Innovation of the Year 2012 award is signed by Sauli Niinistö, the President of Finland.