Call Forwarding Instructions                                                  Mobile Email Versus SMS
How to Convert Email to SMS
Text Message Abbreviations - SMS Dictionary Examples
Emails on Mobile: Accessing Corporate emails on mobile phones

Still have questions we are always available by calling 866-561-4459, or through “Live Chat”

Q.  How do you bill for services; by the call or time?
A.   To fairly and accurately charge our customers in direct proportion to the amount of actual time spent involved on your calls.  A Live Answer, Inc charges by time rounded in second increments.  That means if you use 17 seconds of operator time you are only billed for 17 seconds, not an expensive per call fee like some answering services. 

Q.  Am I forced into using a pre-operator announcement like other answering services?
A.  Absolutely not, although some of our accounts have found they can reduce their answering service bill by using this feature it is not required.  We always offer a “Live” answer but can explore whether or not using a pre-operator announcement would suit your needs.  

Q.  Can service be established promptly and without a lot of hassle?
A.  Certainly, most accounts can start with us the same day depending on the complexity of your account.  We do require the 1st month base rate and a deposit equal to that rate to begin service.  We will gladly accept this payment with a Visa, MasterCard, Discover, American Express or check-by-phone payment to get your service started the same day.

Q.   Are all calls answered by a “live” person?
A.  Yes, We do have a sophisticated voice mail system that can screen calls for you and provide information to your callers or transfer callers to voice mail all without using operator time thus reducing your bill.  But we don’t force you to use it.  Live answering service has been the hallmark of our business and always will be.

Q.  Can I receive a local telephone number?
A.  No, our disaster contingency plan relies on the super redundancy of toll free lines.  Toll free lines are not tied to a specific area and operate on a national network so they are unaffected by local weather and natural disasters.   A Live Answer, Inc. will supply you with a nationwide toll free number to which you can connect to our service.  This insures that there is never a toll charge for you or your customers.  All toll free charges are built into our packages so there is never an extra charge for toll free minutes.  If you want a local number you can simply get a line from your local phone company and forward it to our toll free. 

Q.  How many calls of mine can you handle at one time?
A. On our end there is no limit.  However, some phone companies do limit the number of calls they will forward at a time.  Please check with your local phone company to determine if they limit the number of calls that can be forwarded.

 Q. What payment methods do you accept?
A.  We accept Visa, MasterCard, and electronic checks. 

Q. Do you charge extra for service during the holidays?
A.  No. There are never any hidden fees.

Q.  How do I pick up messages?
A.  The fastest way is dial in through are automated check-in line.  Simply dial the toll free check-in line provided to you, enter your account number and the system will immediately tell you if you have any messages.  At this point you will have the option to press “6” to have your messages automatically faxed or emailed to you, or press “0” to reach an operator to read your messages to you.  Calls coming in from the check-in line are given the highest priority so you will never hold to get your messages.  Your messages can also be automatically sent to you on predetermined days and times. 

Q. Who are the owners of A Live Answer, Inc.?
A.  The owners Chris Moschella and Robert Hudelson are ready and willing to talk to you day or night about any operational questions or concerns you may have.  They both hold regular office hours Monday through Friday, 9:00 to 5:00 EST, but can be reached 24 hours a day by calling our office number 866-561-4459, or their personal email addresses below.
Chris Moschella's Email
Rob Hudelson's Email

Q. How can I receive my messages?
A. We have a lot of options for you to choose from.  However, some delivery methods take longer and therefore will incur more operator time being billed.  Emailing you a message is immediate and involves very little operator time, having to call you on your cell phone and relay the messages involves more operator time.    

Q.  Is there a setup fee to start service?
A.  No, we never charge a setup or programming fee.

Q.  Do I have to sign a lengthy contract with you?
No. A Live answer requires all of our clients to sign a service agreement, not a long-term contract. Our customers stay with us because they are so pleased with our service, not because they are locked into a contract.

Q. We have a lot of people who receive messages and they have different means of receiving messages.  Will you be able to accommodate multiple delivery methods for my account?
A. Yes. You can use a different method for delivery for each person, the choice is yours.

Q.  My other service puts me on hold all the time.  Am I going to get put on hold when I call in?
A: A Live Answer, Inc. knows that time is money for you, your callers, and us as a company. Our business model was designed with an operator infrastructure and telephony backbone that is unmatched in the industry. Our average hold time is less than 20 seconds, and less than 20% of our calls are ever placed on hold.

Q. Can you transfer or connect my calls directly to me?
A. Certainly! We can transfer calls to any number you choose.  *Patching is billed at $1.25 per patch and $0.25 a minute.

Q.  What are your rates?
A.  Please see our rates page.Q.  When I call to the service, is that charged to my account?
A.  Yes. All incoming calls are billable because our rates are based on operator labor.

Q.  How do I know all my calls will get answered quickly?
A.  We provide each call undivided attention.  Unlike other services that will put a call on hold to answer another call just to put it on hold.  We utilize a personalized auto answer system, if for some reason a call on your account rings over 3 times it is answered in your company name and placed on hold.  This way our operators can do what they are there for, take phone calls not put people on hold. 

Q.  Are your services available nationwide?
A.  Yes, Because of A Live Answer's advanced digital technologies it does not matter where you are physically located.

Q.  I am ready to sign up.  Now what?
A.  Great.  Visit aliveanswer.net/signup   Download and complete the necessary forms and fax back to us at 866-561-4459.

  CHAT FAQ

e-live Chat FAQ's Still have questions we are always available by calling 866-561-4459, or through our “Live Chat” button on any page of our website 24 hours a day.

Q.  What is e-live?
A.  e-live chat is our revolutionary “Live Chat” answering service that allows you to communicate with your customer's when THEY want to do business via the “Live Chat” button on your website. We design a custom chat button for you that is compatible with the layout and design of your website, or you may choose from a collection of already designed buttons. Simply place this button on your website and when a person viewing your website clicks the “Live Chat” button they are immediately presented with a custom chat pop-up window with your logo and a custom greeting by one of our live representatives.Q. How does it work? Sign up for e-live chat by calling us at 866-561-4459 We develop a free custom chat button for your website. Add a simple script to your website. When a customer clicks on your chat button they are routed to one of our representatives.  Using scripts and FAQ databases are operators are able to provide information, customer service, pre-sales leads assistance, and lead capture. You pay a small monthly fee plus a nominal per minute chat charge. No long term-contract or high setup fees.  

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.  Base price is $149.00 a month. Customer Service chats are billed at $0.30 a minute, and lead generation is $1.00 a lead.

Q. How many domains can I add?
A. You may add as many domains as you like.

Q. Does it matter how many domains we have?
A.  You are charged  $149.00 for your 1st domain.  Each additional domain is $50.00 a month.

Q. How can you help my website business capture more leads?
A. By providing instantaneous communication with your website visitor, answering presales questions for them and then collecting the necessary lead information on.  We can set up a series of escalating lead distribution chains that will ensure a hot lead reaches a sales representative.   

Q. How is the quality of "chats" controlled?
A. We regularly monitor chat sessions and review chat conversations to ensure the accuracy of the operators’ dialogue.

Q. How are the representatives trained?
A. Operators are interviewed and selected based on their typing speed, etiquette, and analytical decision making skills. Qualified representatives go through training sessions provided by our training coordinator.

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 long does it take to answer a chat?
A. Chats can be set to auto respond immediately with a greeting of your choice.  The average time to answer with an auto-responder is 16 seconds.

Q. What are your capacity limits?
A.  We have the capacity to process hundreds of chat an hour.

Q. How can I reach you?
A. You are able to reach us live 24 hours at 866-561-4459.

Q. Is this service geographically limited?
A. No, our “Live Chat” services are available worldwide

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. Will you be able to answer basic questions regarding my business?
A. We will be able to provide any information you furnish us with.

Q. What if I don’t have a chat button?
A.  There are many buttons to choose from and we can even custom design a button for you. Or you can choose from these example chat buttons.

Q. What type of records or documentation of chats is there?
A. After a chat is completed a verbatim time stamped transcription is automatically forwarded to any pre-determined email of your choice. 

Q. What if we are already using “Live Chat” software.
A. You can eliminate your existing “Live Chat” software and its bill because the software pricing is included in our prices.

Q. What payment methods do you accept?
A. Visa, Mastercard, Company Check

Q. What is your billing cycle?
A. You are billed automatically every 4 weeks for your next monthly service in advance and your previous month's per chat charges.

Q.  Who’s using “Live Chat”, and will it work for my business?
A.  Websites are becoming ever more competitive and are looking for ways to be even more competitive while offering services that differentiate them from the competition. Offering “Live Chat” sales and customer support assistance on your website will truly make you stand out above the competition. Many companies while they would like to offer 24 hour service to handle multiple time zones and be able to offer more complete sales and service resources, find it unfeasible because of high payroll costs and hardware and software limitations. e-live chat provides you with an affordable solution that is available 24 hours a day a, 365 days a year all with no software to buy/rent, or hardware to buy.While many companies have discovered the value of “Live Chat” on their website through third party chat applications. The hassles of implementation and ongoing use of these applications has caused two needs to arise. The first is that many chat users simply cancel their chat software because of lack of time and resources to attend it. The second is the case in companies they find chat affective during daytime hours; however they do not have the resources to answer after hours and thus cannot attend their customers.Although Internet web sites offer an abundance of information and automation, many potential customers browsing business websites are still reluctant to purchase. A Live Answer’s, revolutionary e-live chat solution service offers a real-time sales resource to assist clients to make their on line purchase or at least establish a relationship by obtaining customer data for follow up