We’re Excited to Work With You Below are details we’ll need from you to get started. If you have any questions, let us know. Step 1 of 16 6% HelpFlow Account InformationThis is only for your HelpFlow account information, and won't be shared with your customers or used in website chats. *If you want to continue working on the form later, scroll to the bottom of the page, click “Save and Continue Later", and (important!) send the saved URL to your email.Name First Last Email Address*This is your own email address that we'll use to collaborate. This will not be shared with customers we chat with. Phone Number*This will not be shared with your customers on website chats. Google Suite / Apps or Gmail address we can share Google Docs with:*We occasionally use Google Docs to collaborate with customers. Please provide a Google Docs or @gmail address we can use in the future. If you don't have one, you can create one at http://gmail.com. What business groups are you a part of?We work with a lot of ecommerce clients and have found and collaborated on several great online resources. Based on your response, we'll share a few that might be helpful to you. I'm part of ecommerce specific Facebook groups I'm part of eCommerce specific online discussion forums I'm part of a coaching or mastermind program What are the names of the main Facebook groups?What are the main forums you are active in?What coach or masterminds are you a part of? Do you use an agency or service provider for any of the options below? Select all that are applicable.We work with several agencies and service providers, so it's great to know your team in case we're already in touch with them. If not, we suggest connecting us as part of our work together. eCommerce store design / technical management Online advertising SEO / content marketing Email marketing Conversion optimization What is the name of the agency/service provider that handles your "eCommerce store design / technical management"? What is the name of the agency/service provider that handles your "Online Advertising"? What is the name of the agency/service provider that handles your "SEO / Content Marketing"? What is the name of the agency/service provider that handles your "Email Marketing"? What is the name of the agency/service provider that handles your "Conversion Optimization"? Website InformationThis is general information about your website that impacts some parts of our onboarding process. If you're not sure of certain information, let us know below and we'll gather it later. *If you want to continue working on the form later, scroll to the bottom of the page, click “Save and Continue Later", and (important!) send the saved URL to your email.Website Address* How many website visitors does your site get each month?An approximate number is fine for now, as we'll be able to get the exact number through your website tracking system during onboarding. Has Google Analytics access been provided?*Using the instructions here, please add *both* of the below emails with "view" access to Google Analytics: - app-helpflow-net@chat-schedule.iam.gserviceaccount.com - admin@helpflow.net This enables us to access Google Analytics for manual reports and also display key information for your view within our Platform. YesYes, I shared access using your instructions in the link aboveNo. But I will share access soon using your instructions in the link aboveNo. I need help to do this.Do you use Google Tag Manager on your site?*Google Tag Manager will be used to easily add the chat code to your website (i.e. within 1-2 mins). If you have an account, this would be managed at http://www.google.com/tagmanager. If you're not sure, just select the corresponding response in the dropdown. Using the instructions here please add *both* of the emails below as "Publish Rights Users" to the account. This enables us to publish live chat onto your website, along with periodic updates of the chat system. This also impacts our ability to do live chat reporting for your account, so it's important that both accounts are given access. - app-helpflow-net@chat-schedule.iam.gserviceaccount.com - admin@helpflow.net Yes, we use Google Tag Manager. I'll give you access using your instructions in the link above.No, I know we do not use Google Tag Manager. But I'll add GTM to my website and will share access soon using your instructions in the link above.Yes, we use Google Tag Manager. I just gave you access using your instructions in the link above.I don't know if we use Google Tag Manager. Please check for me and advise of next steps.Do you have a Shopify Store?* To Add Google Tag Manager to Your Shopify Store, and Share Access with HelpFlow, you will need to install your tag manager code on the Shopify store using instructions here. Then, add admin@helpflow.net as a “User” on your account along with “Publish” container permissions using instructions here. Yes, we have Shopify and GTM code is added there already.Yes, we have Shopify. I'll add GTM code to my store using your instructions in the link below.No, we do not have a Shopify storeAre you on Shopify Plus?If your store is on Shopify Plus, you'll need to add the Google Tag Manager code snippets to your checkout.liquid theme files as well. Click this link for instructions. Yes No I don't know Available ResourcesWe'll be asking very specific questions in a later section of the form, but this section will let us know various resources you may have that can help us create the knowledge base we'll use to help visitors while they're on your website. *If you want to continue working on the form later, scroll to the bottom, click "Save and Continue Later", and (important!) send the saved URL to your email.Do you have an FAQ page on your website?* Yes, we have an FAQ page on the website No, but we have a help / visitors guide page on the website No Please provide the webpage link / URL* We can refer to this webpage / URL to get additional information when creating FAQsDoes the FAQ page include all or most of the information that's needed to answer visitor's questions?* Yes, FAQ page has all the info No We'll use this as a guide to determine what additional questions we need to create so we have almost all info in our knowledge base to help your visitors.What are 3-5 of the most popular product questions you think we will be asked?*These could be product specific, cost related, policies related questions / requests / queries What's your (company's) sales pitch?*This will be a short but sweet answer to "Why should I buy from you", with the answer directly aimed at the visitor we are chatting with. It's better to have a response directly from YOU (the company) so we can properly represent the views of the company, instead of brewing our own response.Create an account for chat@helpflow.net with "view only" access to check Order and Shipping Status, etc. for your visitors*This will allow us to handle chats related to order and shipping status. Only create it using chat@helpflow.net since this is the account our HelpFlow chat team uses.Resource pages on your website:*Provide links to the most important resources on your website that we can use to gather information. For example: FAQ pages, product and buyer guides, policies, etc. Which of the below do you have available?These are resources we can gather later during the onboarding process. For now, we just want to understand what resources you have available. Support desk / help desk where visitors ask questions Transcripts from a website chat system we have used Others None Upload resource files, if neededYou may upload any resource(s) you want to share with us such as word documents, excel sheets, etc. You can describe them in the "additional information..." field on this page if needed. Drop files here or Select files Max. file size: 32 MB. Additional InformationIs there any additional information you want to share with us related to resources that you have that may help us? * Note that we're going to be asking very detailed questions in the next sections of this form, so listing answers to really specific questions here is not needed. Answers to Common QuestionsIn the next section, we're going to gather answers to common questions. These are based on data we've gathered doing thousands of website chats per week. *If you want to continue working on the form later, scroll to the bottom of the page, click "Save and Continue Later", and (important!) send the saved URL to your email. To expedite this process, we've pre-selected the most common answers for some questions. Common Questions- Basic Business Information*If you want to continue the form later, scroll to the bottom, click "save and continue" option", and (important) email the saved URL to yourself. To expedite this process, we've pre-selected the most common answers for some questions.Business hours for phone calls* M-F 9am-5pm, EST M-F 9am-5pm, PST M-F 9am-5pm, Central Time M-F 9am-5pm, Mountain Time City of headquarters* Can be separate from ship-from locations.How long has your company been in business? Please indicate the year when you started.* Please give us the names of the FOUNDER/OWNER/CEO of the companyPeople ask this frequently on chats about the owner / founder / CEO of the company so we must know this as representatives of your company.If someone asks about job openings, what should we do?* Refer them to the jobs / careers page on our website for details Ask them to contact us through the contact page Please provide the webpage link / URL* We can refer to this webpage / URL to get additional information when creating FAQsDo you have an affiliate program?* Yes, see affiliate page on our website for details No Please provide the webpage link / URL* We can refer to this webpage / URL to get additional information when creating FAQs Common Questions- Ordering*If you want to continue the form later, scroll to the bottom, click "save and continue" option", and (important) email the saved URL to yourself. To expedite this process, we've pre-selected the most common answers for some questions.Can I order by phone?* Yes. We can take phone orders. Have them call us. No. We don't accept orders on phone. You can only order on the website Please provide the webpage link / URL* We can refer to this webpage / URL to get additional information when creating FAQsWhat payment methods do you accept?* Standard electronic forms of payment (credit card, paypal, etc.) - all available in checkout process Standard credit card AND non-electronic payment (check, etc.) - all available at checkout process Standard credit card AND non-electronic payment (check, etc.) - but non-electronic payments are NOT available at checkout. Refer to us. Do you offer financing or payment plans?* We offer financing and full details are available on our website We do offer financing or payment plans but for larger orders only and full details are available on our website We do not offer financing or payment plans Agents will be RESENDING ORDER CONFIRMATION when requested by the customer.The basic process is for the agent to verify if we have the correct email address on the order. If incorrect, we will edit the email address. If correct, we will proceed with resending the order confirmation. Please indicate what system the agent can resend the order confirmation from. Please provide the webpage link / URL* We can refer to this webpage / URL to get additional information when creating FAQsHow can I cancel / modify my order?* If it hasn't been shipped, we can modify or cancel the order. Get order details and send to us. If it has been shipped already, we cannot modify or cancel the order. To make any order changes or for a cancellation, please call us or email us. Example scenario: Visitor placed the order but now wants to either cancel it or modify the order. What is the process?How will the transaction show up on my bank statement when you bill me? Will it be your company or brand name / product name?* Do you require a minimum order?* There is a minimum order requirement. Refer them to the checkout page for details There's no minimum order requirement. Do you offer discounts for bulk orders, resellers or wholesalers? Is there a set threshold, or is it handled on case by case basis?* We offer bulk discounts. Discounts are noted on the product pages and applied during checkout. We offer bulk discounts but it depends on the order. Refer to us if sounds like bulk order opportunity. We do not offer bulk discounts How can someone apply for a wholesale account?*Do you have a discount code? Upload promo calendar, if neededYou may upload any file you want to share with us such as word documents, excel sheets, etc. Max. file size: 32 MB.Where are coupon codes entered on the site if a visitor already has one?* Coupon codes are entered at checkout Coupon codes will need to be applied manually by us after the order We don't offer any coupon codes Do you offer price match?* Yes, we can sometimes price match depending on competitor product and pricing. Refer to us. We do not offer price matching. Are all products listed on the website "in stock" or do you specify on product page if they are "out of stock" or sold out?* It is mentioned on the website for each product that's out of stock. If product says "sold out" on website, refer to us. We can usually find a substitute and get back to the visitor. We will notify customer via phone or email if the product gets out of stock Can customers find out on the website if the product they are ordering is "in stock"? If it can be added to the cart, does that mean it is in stock?* Yes, if the item can be added to shopping cart, it means it is in stock The customer may be able to add an item to cart that may not be in stock. If the item is not in stock when they order, we'll contact them and inform about this. Common Questions- Returns and Guarantees*If you want to continue the form later, scroll to the bottom, click "save and continue" option", and (important) email the saved URL to yourself. To expedite this process, we've pre-selected the most common answers for some questions.Do your products come with a warranty?* Most of our products come with a warranty, which is described on the product pages We do not offer a warranty on our products. Please provide the webpage link / URL* We can refer to this webpage / URL to get additional information when creating FAQsWhat's your return policy?* We have a return policy that applies to all products, which is described on our policies page. We have a return policy that is different depending on the product being purchased. This is described on the product pages for each product. All sales are final. We do not accept returns. Please provide the webpage link / URL* We can refer to this webpage / URL to get additional information when creating FAQsWhat's your refund policy?* We have a refund policy that applies to all products, which is described on our policies page. We have a refund policy that is different depending on the product being purchased. This is described on the product pages for each product. All sales are final. We do not offer refunds. Please provide the webpage link / URL* We can refer to this webpage / URL to get additional information when creating FAQs Common Questions- Shipping*If you want to continue the form later, scroll to the bottom, click "save and continue" option", and (important) email the saved URL to yourself. To expedite this process, we've pre-selected the most common answers for some questions.What is the shipping cost? Do you offer free shipping?* Yes, we offer free shipping on ALL products to the US Yes, we offer free shipping on SOME products to the USA as noted on product pages No, we not offer free shipping at all. Where do you ship the products from?* It depends on the product. We have warehouses throughout the US. We ship from the warehouse closest to you. Most of our products ship from our warehouse. Refer them to the contact page for warehouse location Is there a manufacturing or other non-shipping related lead time on some products before they can ship?* No. There is no non-shipping lead time on any products. Yes, ALL products have a non-shipping lead time indicated on the product page. Yes, some products have a non-shipping lead time which is indicated on the product page. How long does the shipping take?* Standard shipping times for all products (i.e. next day air, a few days by ground, etc.) depending on shipping options selected, as listed at checkout Shipping times vary by product and is described on product pages. Please provide the webpage link / URL* We can refer to this webpage / URL to get additional information when creating FAQsWhat exactly is your shipping/processing and delivery times?*We want to know if there is a difference in "Shipping/Processing" time and "Delivery to door" times for orders. This way we are clear and can set correct expectations for your website chat visitors on when they can receive their order. What are the shipping methods you use?* USPS FED EX UPS All of the above, depending on their order. What is the Shipping cut off time for orders?* Do you have expedited shipping options?* Yes. These are available for ALL products and listed at checkout Yes, but only for SOME products. These are listed at checkout. No. We don't have expedited shipping options. If you offer expedited shipping, does it mean it covers shipping+delivery times already?* Yes No Example scenario. You have overnight shipping. I order before your cut off time today. Does it mean I will receive it tomorrow?Do you offer dropshipping of your products?* Yes No Can you ship internationally?* Yes. We can ship internationally. We currently only ship within the US Are shipping/delivery times to AK/HI and US territories the same as continental? Or is it considered as international already?*Do I have to pay tax / customs for international orders?*In case of international shipping, people have concerns about customs, fees, taxes or any additional costs on International orders. How do you want to address that?Do you have store locations or only an eCommerce store?* No, we do not have physical store locations. We only sell online. Yes, we have physical store locations listed on our website. Please provide the webpage link / URL* We can refer to this webpage / URL to get additional information when creating FAQsCan customers pickup their order instead of shipping it?* Yes, but it depends on the product and other factors. Ask them to mention this at checkout. Yes, this is listed as an option at checkout. No, pickup is not possible. Do you ship to PO/APO boxes?* No Yes, this is listed as an option at checkout. Do customers have to sign for the shipment?* Yes, most orders require customers to sign when accepting delivery. No, customers do not need to sign for delivery. How can customers track their orders?* The order confirmation will be provided after checkout, while the tracking number will be provided once the order has shipped. Customers can contact us to check the status of their order. Product and Experience Specific QuestionsIn this section, we'll ask you questions that will help us learn the deeper questions visitors may ask that were not addressed in the previous "Common Questions- ..." sections. We'll use this information to create more FAQs and resources for our team and will review these with you before launch. Product Specific Questions*If you want to continue the form later, scroll to the bottom, click "save and continue" option", and (important) email the saved URL to yourself. To expedite this process, we've pre-selected the most common answers for some questions.What are the most popular product categories on your website? For each category, which factors matter most to buyers when choosing which product to buy?*This helps us guide visitors while navigating the website and product categories. We will never make a recommendation on a specific product if we're not sure of which would be best, but the information you provide here is a great starting point for us to learn how to help visitors while browsing products. For the above popular categories, who are your top competitors for each category?*We'll review their website to further understand these products and the potential questions visitors may ask. What specific factors make your product better than competitors?*This helps us understand potential factors to communicate to customers if they are comparing your product to a specific competitor. Where are the products made?* All of the products are made in the US Most of our products are made in US, but a few products and components may be made overseas. Refer customer to us if they need specific details that aren't clear on the site. It depends on the product. The product page should make clear if it's made in the US or overseas. Can you tell me something about the labor practices if products are made overseas?*Do you sell in Amazon, Ebay or other Online retail stores?* Yes No Are all your products new?* Yes, all our products are new. We sell both new and refurbished products on our website. Do you do custom orders?* It depends on product. The product page should make clear if it can be customized. No. We do not do custom orders Yes, we do customized orders. What do customers frequently ask you for that you do not sell?*Do your products require assembly or installation? If so, do most customers do this themselves?* No, our products don't require assembly or installation Our products require some assembly or installation, but it's easy and customers can do it themselves Some products require more complex assembly or installation, which should be done by a professional. How We'll Work TogetherIn this section, we'll gather the details we need re: how we'll work together (i.e. who we'll send leads to, etc.). *If you want to continue the form later, scroll to the bottom, click "save and continue" option", and (important) email the saved URL to yourself. To expedite this process, we've pre-selected the most common answers for some questions. Who will we send website leads and questions to?We'll sometimes refer certain visitors to your team via email, such as if they have a question we can't answer or if it becomes apparent they're not going to purchase today but are a good lead for you to followup with in the future. This will happen during the conversation with the visitor, and we'll say something along the lines of "I need to check with John Doe, our Product Specialist...". Below is where you can define who we send these visitors to, this person's title, etc. Note that this information can be changed in the future easily. Full Name(s)*This would be the bold part: "I need to refer you to John Doe, our Product Specialist...". If a single person doesn't respond to all emails, you can use multiple people. For example, "I need to refer you to John and Jane, Our Product Specialists...". Title*This would be the bold part: "I need to refer you to John Doe, our Product Specialist...". Most of our customers use a fairly generic title that can be used for customer support and / or sales related questions. This does not need to be this team member's formal title. Email Address*This is where you will be notified of visitors that have questions that require a next action from you. Visitors will not see this email address. If you want to use multiple email addresses, list them here. Do you have a helpdesk in place already for handling the incoming leads and questions?*Are you using any of the tools like Zendesk or are you managing the leads and questions yourself or doing it all via a shared email inbox with your team. Launching the Website Chat ServiceBelow are a few additional details that will help us get the chat service launched. We can discuss some of these details during the onboarding process if you're not sure about them right now. List the team members names and emails (if more than 1) who'll be reviewing the Chats / FAQs after launch*We need to have the names and emails of your team members who'll need access to review chat transcripts, add FAQs, review and update FAQs from time to time. In short, people in your team who'll need access to your chat account in our system. We'll then use these names and emails to create separate accounts for each team members and share with you post launch. Any Additional Details?We'll be reviewing everything you've done detail and will ask questions if needed as we complete our onboarding process. But if there's anything else you'd like to share, you can do that here.
