When you sign-up for your free trial, you’ll be invited to book in a discovery call with a member of our team.
This is a short session (less than 30 minutes on average) to better understand your business and what you’d like to achieve from live chat, whether that’s more leads, better customer service or appointment booking (generally it’s all those things!).
Once we’ve got to know you and your business better, we’ll get started on setting up your account and creating the knowledge base that our operators will use to assist your website visitors.
Your chat widget will be customised with your brand colours and logo (if you have a version of it in a solid colour, like white), and the welcome message, visitor invites and link to your privacy policy (for GDPR purposes if you’re based in the UK or Europe) will be added.
The knowledge base is built from information on your website, plus anything you mentioned during the discovery call. We do this manually so that we fully understand what visitors might ask. Don’t worry if we miss anything, you can tell us later when you review it or add it in yourself via the client portal.
Once everything is ready (always within 48 hours!), we’ll send you your login details for your client portal and the code you need to add to your website to make Melu appear.
In the client portal, you can review and edit the knowledge base, add webhooks for services like Zapier, Make and IFTTT and manage users within your business.
When we send email notifications regarding chats, these can be sent to multiple users so nothing is missed.
If you use services that support webhooks, you can have chat data sent to other apps to automate your workflow. If you need help with this, we’re always available to assist!
All that’s left to do now is arrange to have the code added to you website. Normally this is done by your web developer, but if you need help we can assist. If your website is built using WordPress, we have a plugin that makes it super-easy, allowing you to do it yourself.
Now that Melu is live on your website, your free trial has begun, and you’ll start seeing the benefit of having real people available to your visitors 24/7.
At this point, we’ll book in a review call for the end of your trial. During this call we’ll get your feedback on how things have gone, any updates that can be made to the knowledge base and confirm the pricing, should you wish to continue using Melu.
Whenever we handle a chat, our team will tag it based on the nature of the conversation (full list of tags below). If the chat needs your attention, it’ll be tagged so that an email notification is sent. This email contains the transcript from the chat, plus lots of other useful information (more on these here).
All chats we handle, regardless of tag, are available in your client portal for you to review or download.
To work out pricing, we only count raised chats – these are ones where the visitor has a valid interest in your products/services, or is an existing customer using live chat for their convenience. To see the chat tags that we class as raised, click here.
If at any point during your free trial you wish to talk to us about anything, we’re here. If you just want to comment on a chat, update the knowledge base, or anything else, you can always email the support team here – [email protected].
We don’t tie you in with long contracts, so at the end of your trial, it’s up to you whether or not you continue using Melu.
During the review call we’ll confirm the cost per month based on the number of chats we raised and a projection of how many you’d get over the course of a month. If you decide not to continue, that’s OK – we’ll cancel your account and disable Melu once the trial ends.
If you wish to continue using Melu, the rolling monthly contract will begin at the agreed price. You will still be able to cancel at any time should you wish.
We will continue to arrange review calls each month until you are satisfied that everything is working as best it can. After this, we’re happy to have review calls every 3-6 months, or whenever suits you.
As pricing is based on the volume of raised chats you are projected to receive each month, we’d need to provide you with a quote. This will be estimated from either your average monthly website visitors, or your current chat volume if you are already using live chat on your website.
A raised chat is a conversation where the visitor has shown an interest in your products or services.
Everything else is classed as a standard chat, and doesn’t count towards your pricing. For example, when the visitor is trying to sell their services or is looking for a job at your company.
So essentially you can receive unlimited standard chats, as it’s only the raised ones that you’re paying for.
We charge based on the number of raised chats we handled during the trial, projecting the total over the course of a month.
For example, if you received 15 chats during your 14-day trial, we’d project that you’d get 30 in a month.
If this was less than 50, you’ll be charged at our standard rate for up to 50 raised chats for the next and subsequent months, unless your raised chat numbers increase significantly and stay well above 50 a month.
If you were to receive more than 50 raised chats per month, we’ll give you a bespoke price.
Request a quote so we can give you an idea of the monthly cost.
No, we only charge based on how many raised chats we handle. So you could have 100 chats start in a month, but if only 50 of them were raised, those will be the ones the price is based on. Our standard rate covers up to 50 raised chats per month.
In most cases no, it doesn’t. We’re pretty flexible with the allowance that you’re paying for, and some months you may have a few more and others a few less. We keep the price per month the same in this situation.
We only review the monthly price if there is a significant increase in the number of raised chats that is sustained over a 2-3 month period.
After your trial, we charge based on the number of raised chats we project we’ll handle in a whole month.
For example, if you received 25 raised chats during your 14-day trial, we’d project for you to get around 50 in a whole month.
If this was less than 50, you’ll be charged our standard rate for the next and subsequent months, unless your raised chat numbers increase significantly and stay well above 50 a month.
If this was more than 50, we’d give you a bespoke price per month before the end of your trial.
Request a quote so we can give you an idea of the monthly cost.
After the trial, most of our clients pay their regular monthly invoices through an automated payment service called GoCardless. This also known as a Direct Debit in the UK and ACH in the USA. It is a safe service that you have complete control of.
We can also accept bank transfers like BACS.
Future invoices can also be paid via credit/debit card online via Stripe. These can be set-up to happen automatically if you’d prefer.
We will email your invoice to you automatically upon payment of the first month, then each month after that.
We don’t currently have the ability for you to download invoices, but you can always request them to be sent again here – [email protected].
We currently only offer monthly payments on a flexible rolling 30-day contract.
We do not factor in the length of time a chat takes, so there is no limit to this and no additional charges.
The average chat length is around 7 minutes, with some chats taking up to an hour!
Yes you can! We offer a rolling 30-day contract, with each month paid in advance. If you don’t wish to continue using Melu, simply email us here – [email protected] – and we won’t invoice you again. You will still be able to use Melu on your website up until the next invoice would have been due. After this, we’ll disable Melu from appearing.
We offer a rolling 30-day contract, with each month paid in advance. There is no commitment to continue once the first month has finished.
Your trial starts as soon as our live chat code is added to your website.
We will have everything ready to go within 48 hours of sign-up. You can choose to add the code as soon as possible, or at a date in the future.
We cannot guarantee that chats will occur on your website, as it is up to your visitors to initiate a chat with us.
This is the reason we offer a free trial period – it allows you to see for yourself whether live chat will work for your website.
Generally we can estimate whether chats are likely based on your unique monthly visitor numbers. The more visitors you have to your website, the more likely we are to handled chat requests from them.
We have clients with as little at 500 visitors a month, that still get value from using Melu, even though their chat numbers are relatively low.
If your website gets 1,000+ visitors a month, you’ll likely get enough volume of chats to know if Melu will be a cost-effective solution.
We don’t tie you in with long contracts, so at the end of your first month, it’s up to you whether or not you continue using Melu.
If you didn’t receive any chats during your first month, it’s most likely that your website traffic is not sufficent enough to get the most value from Melu. We have partners across the UK and USA that can help with digital marketing, so we can discuss this during your first review call.
If you received little or no chats during your first paid month after trial, you cannot get a refund. However, you’re not committed to continue into your second month, so you are free to cancel at the end of the first month.
We don’t, but instead we offer a free trial so you can test our service without financial commitment.
This varies depending on the industry you operate in or how niche your products/services are, but generally we recommend that you have at least 500 visitors a month to see value in our service.
Most of our best performing clients have at least 1,000 visitors each month.
A rule of thumb would be to project around 3-5% of your visitors using live chat. Some clients get less than this, but still get a great return on investment. Others have more like 5-10% using live chat, so see multiple chats coming through every day.
Absolutely! Our clients are fairly split between B2B and B2C businesses. No matter who your audience is, we’ll make sure they are handled professionally and swiftly.
When you sign-up for your trial, we will create a knowledge base of information for our operators. This comes from your website, plus any additional information you send to us before launch.
We give you the option to set-up a video call with us before going live, allowing you to give us more background information or details that is not found on your website. This is then worked into the knowledge base for our team of operators to review.
We work with lots of businesses that are regulated, and it’s not an issue, as we will never attempt to answer technical questions or give advice.
Think of Melu as your online reception – we’ll answer simple day-to-day questions and guide your visitors around your website. Our real value comes from being their for visitors 24/7 and confirming that you can help them with your products or services.
For example, if a visitor to a law firm website wants help with a complex legal matter, we won’t attempt to tell them how the work would be done. Instead we’ll confirm whether or not the client can help, and if they can, we’ll try to turn the visitor into a lead by taking their details or booking them in for a call.
This varies depending on the industry you operate in or how niche your products/services are, but generally we recommend that you have at least 500 visitors a month to see value in our service.
Most of our best performing clients have at least 1,000 visitors each month.
A rule of thumb would be to project around 3-5% of your visitors using live chat. Some clients get less than this, but still get a great return on investment. Others have more like 5-10% using live chat, so see multiple chats coming through every day.
Yes, of course. If you have more than one account with us, these can be linked in the client portal so that you can access them with one login account.
Each account is unique and will have its own knowledge base, users, colour scheme and more.
Yes you do! We offer a 20% discount on each additional account.
We guarantee to have everything ready for you to go live within 48 hours of sign-up.
It is up to you as to when you go live, but for peace of mind, your trial won’t start until you are live.
No, we do all of this for you! Our operators use a knowledge base to answer questions from visitors and get the information you need for them to be a lead.
We create this knowledge base from the information on your website, as well as combining our 7 years experience of handling live chat to know the sort of things visitors commonly ask for.
All you need to do is review it and arrange for the chat widget code to be added to your website.
If you do want to make changes or updates to the knowledge base, we can do this for you, or you can do it yourself via the client portal.
Not at all! We do all the work to get your account and knowledge base set-up within 48 hours of sign-up. All you need to do is review the knowledge base and arrange for our chat widget code to be added to your website.
Most of our clients go live shortly after they receive everything from us.
When you sign-up, we create a knowledge base of questions that we expect your visitors to ask, and the answers for those questions, based on the information on your website.
The knowledge base also has a guide for our operators and a set of steps for them to follow depending on the visitors requirements/responses.
We’ve been handling live chat for 7 years, and have a lot of experience in understanding what visitors ask for. This helps us fine-tune the knowledge base to suit the industry your business is in.
The knowledge base contains questions that we expect your visitors to ask, and the answers for those questions. We create this for you based on the information on your website.
The knowledge base also has a guide for our operators and a set of steps for them to follow depending on the visitors requirements/responses.
You can access your knowledge base at any time via the client portal. You can even update it from there too.
Absolutely! You can edit existing knowledge base articles or add new ones via the client portal. If it’s easier, you can send the changes to us ([email protected]) and we’ll do it for you!
It certainly will! We can match the colours of the chat widget and chat window to fit your brand, so that our live chat looks like it’s part of your website. If you have a version of your logo in white or another single colour, we can add that to the chat window header too.
Our live chat widget is also responsive, so it works perfectly on desktop/laptops and mobile devices.
Yes, so long as you or your web developer can add custom code to it. Most popular website builders allow you to do this, but we do know of some GoDaddy hosting accounts that don’t.
If you’re not sure, please contact us on [email protected] and we’ll confirm.
If your website is built using WordPress, we have a plugin that makes installation easy.
Every time we handle a chat on your website, it’s logged in your client portal.
If the chat is a lead, or something that requires your attention, it’ll also be emailed to you. In the client portal, you can set which of these chats you get email notifications about, based on their tag. You can choose to receive an email for every tag if you choose.
If you’d like additional notifications, or need the chat data to be sent to software you use, like a CRM, you can set-up webhooks through services like Zapier, Make and IFTTT.
We include all the vital information about the chat:
We can also add custom fields so that our operators can ask and record additional information that is important to you, for example, company name, location, etc.
Additional information shown in the email:
We can send email notifications to as many users as you’d like. By default, the only user on your account will be the person who signed up initially. They will have admin rights in the client portal and will be able to add more users there.
Each new user created will automatically be set to receive email notifications for the tag types that require attention. These settings can be changed within the client portal, allowing you to have users that don’t get notifications, or just get them for certain tag types.
The client portal is a secure area where you can see the following:
You can login to see your data here.
Yes we can! And we don’t just provide the visitor with a link to you booking calendar – we’ll do it on behalf of the visitor and offer them a time that suits them.
We can work with any online calendar system, including popular ones like:
Yes! We can work with any online calendar system, including popular ones like:
We certainly do! Since we started Melu back in 2018, we’ve only ever answered chats with our team of real human operators.
Just like with telephone calls, we believe live chat is better when it’s with real people!
No, never. Every chat is always answered by a real person.
Our team of operators are based in the UK and Asia.
Whilst we do have a team in Asia, each member is trained and managed by us in-house.
The quality of the chat experience is our number one priority.
Every account has a custom made knowledge base. Our operators use this to help them answer questions visitors ask, but also to know what information to get from them too, and how to adapt to their responses.
Our operators are also very experienced, as we have very little staff turnover.
All our operators are native English-speaking, but through live chat we can communicate is almost any language, thanks to our translation tools.
If a visitor starts a chat in a language that is not English, it is detected and translated into English, allowing our operators to understand the message.
When the operator responds in English, it’s translated back into the visitors language.
The chat transcript contains both the native language of the visitor, and the English translation, so you can understand it.
Yes it can! Using webhooks through services like Zapier, Make and IFTTT, chat data can be passed into thousands of different software services, including the most popular CRMs.
You’d need to check that your CRM is available within Zapier, Make or IFTTT first, and these may also require a paid account.
Depending on the service you’re using, you may only need to enter a name for the webhook (to make it easily identifiable) and the webhook URL itself (in the orange box shown in the image above).
You can add as many webhooks as you like.
Once you have a webhook set-up, you can choose the chat tags that will use it. By default, these are the Lead and Client Lead tags.
To change this, go to Team > Edit Team, and scroll down until you see the title ‘Webhook Notifications’.
Simply check/uncheck the tags you require, and hit the ‘Update Edit Team’ button.
Senta is accountancy practice management software, and we have a direct integration with it for any accountancy clients that use it.
Once enabled, any chats that are tagged as ‘Lead’ or ‘Client Lead’ will also be sent to the Senta CRM. The chat transcript appears in the ‘Notes’ tab in the Senta CRM.
The best thing to do in any situation like this is email [email protected]. This will raise a support ticket and a member of the team will respond as quickly as possible.
For any urgent issues, you can tell us via live chat on our website or call us on 0800 634 3551.
You can raise a support ticket by emailing [email protected].
For any urgent issues, you can tell us via live chat on our website or call us on 0800 634 3551.
We have a number of account managers, and in general you’ll be assigned to one of them for the duration of your account, but in certain circumstances other members of the team may contact you or be the person you’re directed to.
Whether you're an existing client or a new one looking to start using Melu, you can contact us for help using the button below.
Get started today! Ready to launch in 48 hours, with a 14-day free trial. Cancel anytime.
UK office:
1 & 3 Kings Meadow, Osney Mead, Oxford OX2 0DP
US office:
265 Franklin Street, Boston, MA 02110
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