• How does Melu work?

    Melu is a managed live chat service. This means we provide the live chat software for your website and manage it for you.

    You don't have to learn how to use the software, as we manage your visitor chats on your behalf.

    We do all of this for a simple monthly fee.

  • What hours does Melu operate?

    Our current hours for live chat management are 8am to 10pm Monday to Friday.

    In the future we are looking to operate over weekends too.

  • How quickly do your operators respond?

    We guarantee to respond to all chat requests via your website within 30 seconds. Once a chat session is started, we respond to each request from your visitors instantly, which varies in time depending on the complexity of the response.

    We guarantee that we'll never miss a chat session on your website.

  • Do you invite my website visitors to chat?

    Yes we do, but only if you're happy for us to.

    We have found that the number of chat sessions and leads increases when we invite visitors on your website to chat.

    Our software allows us to see when someone is on your website, and what page they're viewing. We can invite them to chat if they need help based on the page they're on.

    For example, if they are on a specific service page we can invite them to chat about their requirements for that service. This greatly increases the chance that they will engage in a chat and turn into a lead.

    If you would rather we only react to chat requests from visitors and not send out invites, we can do that.

  • How do I get Melu onto my website?

    Melu works by having two lines of code added to all of the pages on your website.

    Depending on your level of skill it is something you could do yourself, but if you're not sure, we can do it for you so long as we have access to your website.

    If you have someone who looks after your website for you, we can send them the code so they can do it on your behalf.

  • What do you need from me to start a trial?

    The on-boarding process for Melu is very simple. We ask you a few questions about who should receive the leads that we send and have access to your client portal. We also find out more about your business and whether you will only accept leads from a certain geographic area or location.

    Next, we create a chat flow diagram that shows you how a chat session will flow from start to finish, with all of our operators responses detailed allowing you to tweak and refine where necessary.

    You also get to choose the look and feel of the chat widget that appears on the bottom right of your website. This includes colours, eye-catching messages and default widget text.

    Once this process is complete and you've agree to our terms of business, we're ready to add the code to your website and start using live chat!

  • Is Melu GDPR compliant?

    Yes - Melu is registered with ICO (registration number ZA456272) and our service is GDPR compliant.

    For more information, please read our GDPR statement

  • How does Melu work in terms of cookies?

    Cookies are used via our chat widget on your website to allow us to track visitors and check whether a visitor is new or returning. No personal data is collected when people visit your website.

    Only when a visitor starts a chat session and agrees to our terms and conditions can we start collecting data on your behalf.

  • How much does Melu cost?

    Pricing starts at just £99 + VAT per month.

    All customers get a free 1 month trial when they start using Melu. During this trial, we work out how many leads your business would get on average per month, and this number defines which pricing plan you pay.

    View our pricing page for more information.

  • How does Melu charge me each month?

    At the end of your trial, you can add a credit or debit card to your account securely via your client portal.

    Once you've agreed to continue using Melu after the trial, we'll set-up a monthly payment that will automatically debit your card for the amount in your pricing plan.

    Payment is automatically taken each month thereafter. You are able to cancel your account at anytime - just let us know by sending an email to hello@meluchat.com.

  • Will I receive a VAT invoice?

    Yes - once your payment plan is set-up, you'll be invoiced automatically each month on or around the day your payment is due.

  • What is a lead?

    A lead is a chat session via your website with a visitor who gives us three important pieces of information:

    Their requirements. Their name. Their best form of contact (usually phone or email address).

    Once we have this information, it is passed to you via email and client portal so you can get in touch and close the deal!

  • What is a chat?

    A chat is an interaction between a visitor on your website and us via live chat.

    Sometimes visitors use live chat to ask a question or query. If we can answer this for them, that may be all they need, so in this case we don't collect their requirements, name and contact details.

    Regardless of which pricing plan you are on, you can receive unlimited chats per month.

  • Can I track my leads and statistics?

    Yes - as soon as you start your free trial you're given access to our client portal.

    Once you've securely logged in, you can see all the leads that we've generated for you via live chat, as well as chat sessions that didn't end up being leads.

    You can also view reports, which show number of visits, popular times of day and other important metrics.

Would you like to know more?