Ask a Question

To get your question answered, just click on our Live Support image on the right of this page, type in your question, and wait a few seconds for our Customer Service Team to begin the conversation.

You can also scan the list of Frequently Asked Questions below to see if your question is listed.

Frequently Asked Questions

Q: I like this concept, but I am not technically educated. Do I need a computer degree to work this?
A: Absolutely not! Just follow the instructions we send you and you’ll be able chat live with your customers within minutes!

Q: How is this priced; what are the variables?
A: All pricing is determined by the number of Users you need to answer the live chats or to access the knowledge base software. A User is a person who works in your Customer Service, Help Desk, or Sales Department (or any department where you offer your web visitors live online support). For example, for a total of 6 Users, an estimated cost would be an average of $399.00 per year, depending on the software package needed.

Q: Does this PierTech Live Support and Knowledge Base software work on a Mac or Windows Operating System?
A: Since there are no downloads, you only need internet access to operate PierTech Live and PierTech Live Knowledge Base products. The optional download, called the Notifier, works on all operating systems.

Q: How do I answer a question or reply to a customer?
A: When logged into the Live Support software and replying to a customer question, click on Support Request, then just click on the question. Start your conversation by typing your reply in the talk box that appears.

Q: What client information will I get to keep after a live conversation is over?
A: After you are finished chatting with your web visitor, you will have access to the actual conversation and the visitor’s email address.

Q: What does the web visitor see when he/she clicks on my website's Live Support icon?
A: After the customer clicks on your website's Live Support icon, the customer will be asked what "department" they want to go to. After they select a department, they will be asked to enter their name & question.

Q: As an Administrator, what do I do first?
A: The Administrator(s) is the person (or group of people) responsible for managing PierTech Live within the company. The first thing the Administrator(s) must do is setup Departments. This is easily done by clicking on Add Departments or Manage Departments when logged into the software.

Q: To send a Video Email, what computer system is recommended?
A: To get the best performance from our video software, such as video emails and video live broadcasting, it is recommended to have Windows XP, Vista and access to its Explorer Browser.

Q: Do I need a large capacity hard drive to use and store the video software and all my videos?
A: The best part of the video software is that all your videos and digital files are securely stored on our servers. You have secure access through a User Name and Password. And most of all, you can store as many videos and digital files as you want (depending on which low-rate plan you select) without buying a new or larger computer!