By signing up for a free trial you agree to our terms of business.
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 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.
Once you’ve submitted the form below, you’ll also have the opportunity to book a demo.
Melu needs the contact information you provide to us to contact you about our products and services. You may unsubscribe from these communications at anytime. For information on how to unsubscribe, as well as our privacy practices and commitment to protecting your privacy, check out our Privacy Policy.
UK office:
1 & 3 Kings Meadow, Osney Mead, Oxford OX2 0DP
US office:
265 Franklin Street, Boston, MA 02110
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