SYNCRO FAQ

Not sure if our software does something specific or perhaps you need some help installing the code on your site? Please use the best live chat for website support assets below to find the answers you need. If you cannot seem to find the answers to your questions, please use SYNCRO to start a chat with us, and we will send you in the right direction.

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New to SYNCRO? Start here

Get your SYNCRO account set up quickly by taking a spin through this quick set up guide.
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We're here for you

Online chat to text is always available. If you don't hear from us immediately ensure your email address is correct. We will email a response the same day. Or SUBMIT A SUPPORT TICKET
video faq

Video FAQ

Check out these short clips to ensure your account is setup for lead conversion success!

HELP CATEGORIES

Pricing


How much does it cost
We currently have two price models for SYNCRO’s best live chat for your website. Customers are welcome to choose either option:

  • NO CONTRACT – $50/mo for unlimited conversations and tools with no contract or;
  • PAID YEARLY – $25/mo pre-paid subscription for the year for unlimited conversations and tools

Troubleshooting


I'm not getting any interactions and I've had SYNCRO for a couple of weeks. What's going on?
There are only a few reasons why you may not be receiving interactions:

  1. The mobile phone number was entered incorrectly
  2. Your Chat Rescue timer is set to respond too quickly, and;
  3. Your chat scheduler is set to the wrong hours, therefore the chat box isn’t displaying on your site. Consequently, you’re missing chats during your set business hours.

As a result, all of these can be resolved by logging into your account and glancing over the settings tabs to double check.

Finally, the last reason SYNCRO might not be lighting up, could be that you have a website which isn’t receiving any qualified web traffic. In this case, you might need to look at adding on an SEM/SEO campaign to help give your website a little boost! Call or interact for details.

What happens when I don't want to or can't text a chat back?
We think you should try and text back all of your incoming interactions, but we realize at the end of the day we’re all humans and there are some things that are not humanly possible. For that reason, we built in a few features to save you.

  1. Chat Rescue
  2. Email Syndication
  3. Scheduling
  4. Chat Vault

Furthermore, we also have the Roll Over option for teams.   You can read more about some of these other features here.

Best Use


Why wouldn't I just use Email?
First of all, there are a few reasons why chatting and more importantly using the best live chat for website software like SYNCRO is preferred over email and phone among consumers.  Probably, the most obvious being response time. Your customers are demanding instant gratification when they initiate a chat. Above all, they want to ask the question and get the answer right away. And you want to answer right away, because you have captured their immediate attention!

Consequently, if you give customers a few hours, which is how long the typical email correspondence takes, then you give your customer time to walk away from your website.  As a result, you’ve given them reason to find something they think is better, or worse – they’ll forget about you entirely!  That’s why chat is designed to capitalize on the excitement that potential clients feel at that precise moment in time. Need more?  Keep reading.

Handle More:

You can multitask with chat clients. It’s easier for you to text three clients at once, but you could never do that using the phone. Increase your productivity.

Client Satisfaction:

According to recent Forrester surveys chat ranked as one of the highest rated methods of communication between consumers and business. Why? Many reasons. Anonymity being the biggest draw. People love privacy. They don’t want their conversations broadcast across the office, home or train station. They also want to be able to print off their communication to refer back to what was said.  All things you can’t do with a phone conversation.

Increase your sales:

That same survey states that “AOV” or Average Order Value, increases by 19% with chat assisted sales. A study published by MIT indicated that waiting 30 minutes to contact your leads instead of contacting them within 5 minutes decreased the odds of getting in touch with the lead by 100X and the odds of qualifying the lead drops by 21x.  There it is folks.

From which phone number will I receive my SYNCRO interactions?
The official SYNCRO number is 1 (778) 588-9305. Hence, you can add this number to your contacts to ensure that you know exactly where your online SMS interactions are coming from!  We also encourage you to set up a unique ring tone specific to your incoming SYNCRO chats!

I'm having trouble interacting with the SYNCRO web chat tool on Apple devices
If your responsive site is having issues interacting with SYNCRO, which is the best live chat for website tool for Apple devices, please ensure that your Apple device is updated to the latest operating system.  Versions below iOs 5 do not support some of the positioning elements required to display SYNCRO correctly.  IOs 5 is compatible with all Apple devices. Also, it is possible that the toolbar bug is affecting your website.  IOs 7 introduced full screen browsing to take advantage of more of the device’s screen, however, this behaviour cannot be controlled by external factors. One workaround we found was to enable “minimal-ui” on your website which was implemented in iOs 7.1: This hides the toolbar indefinitely unless prompted by tapping the title bar and allows SYNCRO to be interacted with flawlessly throughout your website’s viewing experience.   best live chat for website
Why not just use an app?
The Wall Street Journal published an interesting article surrounding this topic here: http://t.co/S5SXFQjoIm So that article backs up why SYNCRO does not require an app in order to work. No logging in, no account set ups, no weird permissions and definitely no additional fees. SYNCRO is also NOT device specific. It just works with your regular texting service. Simple. That’s why SYNCRO is the best live chat tool for your website.

Resellers


We have more than one sales person on our team. Do you have a solution for teams?
We highly recommend that every member of your team has their own SYNCRO instance, but if that’s not possible, then we have a Roll Over option for teams of up to three.

We are interested in launching this corporately. Do you have a solution that works for corporations?
Yes! We love rolling out SYNCRO on a large scale. Call or interact with us for more details on corporate model pricing and special corporate website features.

I am getting support chats and chats from people I have already done business with. How can I minimize these or stop them from coming in?
We recommend that you read this blog post about how support chats can be turned into business.  If you are on the pay per play free model, then you may also want to consider upgrading to the unlimited plan.

Admin Panel


I want to manage a few websites. Is this possible under one account or do I need to set up multiple accounts?
That’s fantastic. Our admin area let’s you manage multiple websites under one user. For example: If you are the owner of a franchise and you have five stores all with their own websites which require SYNCRO you can set yourself up and add users under your account. Each user will require their own embed code, and a subscription plan of either free or unlimited interactions. All users under your account will be billed for their plans under your account and charged to the credit card you have on file. It will be your responsibility to collect payment from them. If you have questions about this feature please contact us or interact for more details.

Features


Does SYNCRO really work with any type of website?
99% Yes! However, we have found that if you are using a free website service such as WIX that some users are unable to embed the necessary code in order to make SYNCRO and other chat tools work. SYNCRO is still the best website live chat tool for your WIX site, but in these cases it will need to be iFramed. For more on embedding code keep reading or get help by chatting with us!

Is SYNCRO mobile friendly?
This is a double yes, yes! We already know that SYNCRO sends chats from your website via text message to your mobile, but what about people that have found your website while using their own mobile? Tricky, but your in luck! SYNCRO is mobile friendly for them too, so long as you have a responsive website. If you aren’t sure whether your website is responsive please get in touch with us and we can help you figure that part out too.

What does SYNCRO look like in a mobile site?
Check out the screen caps below, because the first shows SYNCRO in action and the 2nd shows SYNCRO waiting for the user to initiate an interaction. best live chat for website

Videos


How does Chat Rescue work?
Chat Rescue is for those times when you’re in a pinch and can’t get to your phone to respond to the incoming interaction. Maybe you’re driving or nature has called, but we realize that life happens when you’re on the go. You can set a time default that allows SYNCRO to begin engaging with your interaction on your behalf (whoa! robots!). The timing and response can be configured based on your preferences. Out of the box, SYNCRO has Chat Rescue turned off because we want to see you engage with those interactions and turn them into business. The robots will have their time in years to come. For more on Chat Rescue and how to make the most of it watch this nifty little video right here.

How does Email Syndication work?
Email Syndication is like a redundant backup system for your chats. Once someone has initiated a chat from your website, we will send those details via text message to your mobile phone. At the same time, we also send a copy to the email address you have provided.  You can have two email addresses just in case you want even more redundancy. This allows you to view the first initial message sent, as well the visitors email address and name. It’s perfect for those times when you pop into the office and forget your mobile device in the car, or you stuff it in a desk drawer at work, lose your purse etc.! We recorded a great video right here for you to watch how Email Syndication works!

How does the scheduling work?
Chat Scheduling is a great feature for those people that sleep. Weird, right? This feature allows you to set time duration’s for when you’re available to take messages. We have this feature set to off by default, because any time is business time as far as we’re concerned. It’s a small world after all! Sorry for putting that creepy children’s robot song in your head for the rest of the day. We recorded a video right here for you to watch how the Chat Scheduler works!

How does the Chat Vault work?
The Chat Vault is a like a walk down memory lane, so you can recall any of your past interactions. We keep all of your past interactions on file, so you can review them, send them to clients, include them as testimonials and gather your own statistical data. We recorded a nifty little video right here for you to watch how the Chat Vault works!

Installation


I'm getting an OOPS This SYNCRO instance has not been authorized message when I enter my embed code. How can I fix this?
This message will occur if the embed code for the SYNCRO instance does not match the website URL in the settings. This is a fail safe which prevents unauthorized use of our SYNCRO system on non verified domains. Did you mix up the embed code? Possibly this embed code was for someone else? We’re not judging.

How do I get the embed code to make SYNCRO work?
You’ll need to sign up for SYNCRO. Please visit this page and fill out the necessary information so that you can get started.

I have the SYNCRO embed code, now what do I do?
Installing the embed code is easy and doesn’t require any knowledge of HTML or other programming languages. It’s as easy as copying the code, accessing your web files, pasting it after the closing body tag, saving and, finally, re-uploading the file. We couldn’t state that we have the best live chat tool for your website if we didn’t make it easy to install. Check out the video for a more in depth look at installing the SYNCRO embed code.

Privacy


I like my privacy. Does my mobile number get distributed to my incoming interactions?
No! Another feature that makes SYNCRO the best live chat for your website, is that it doesn’t display your mobile number by default. In fact, in most cases, the incoming interactions won’t know that you’re responding to them via text message unless you inform them.  If and when you do tell them that you’re texting them back and you’re not in front of a computer, prepare to see their minds blown.  We’re working on a reaction video.