73 Ocean Street, New South Wales 2000, SYDNEY

Contact Person: Callum S Ansell
P: (02) 8252 5319


22 Guild Street, NW8 2UP,

Contact Person: Matilda O Dunn
P: 070 8652 7276


Genslerstraße 9, Berlin Schöneberg 10829, BERLIN

Contact Person: Thorsten S Kohl
P: 030 62 91 92

Chat Support

Live chat support: proactive and reactive

Our live chat support agents deliver expertise and passion in every chat interaction. We are true to your brand personality.

Dedicated Brand Specialists translate into superior customer service which, in turn, generates more satisfied customers, more sales, greater ROI and AOV, higher conversion rates, less shopping cart abandonment, and increased brand loyalty.


Our live chat support agents are the voice of your brand.


With our live chat support, your website’s visitors will never walk alone, our Brand Specialists are available at all times to provide personalized assistance through our comfortable conversation platform with which you can gain engagement. Browsing and shopping on your website will be an enjoyable experience thanks to our services.


We adopt a proactive attitude to help your customers walk out of check-out errors or zero search-return results. If we identify a customer has been on the shopping cart page for too long (let's say 90 seconds), we send a message offering our assistance. We let your client know our service is available without being aggressive or intrusive. The chat window disappears after 30 seconds if no response.


We not only provide short response times but also personalized assistance and interaction with more than one visitor at a time, thus, reducing your cost whilst maintaining quality. By anticipating your customers’ needs, we can increase their confidence in your products and services.


Your customer asks, we respond. Quick responses are fundamental to brand prestige and service quality, and our reactive live chat guarantees your brand will stand out from the crowd and boosts customers’ experience.


If you wish, Masterlink Group can provide you with customized reports to measure the effect of proactive and reactive live chat events on check-out errors, shopping cart abandonment, customer satisfaction, conversion rates, and average order values. Our ultimate goal is to convert the visitors to your website into loyal, long-time customers through a special, helpful and efficient attention. Eventually, in doing so, your sales will enhance and your brand loyalty will grow.

You are 3 steps from success!

Start by determining your call volume: knowing your call volume will be the first step in helping your call center determine if the shared option is best for your situation. To start, pull reports of historical call data. To prepare yourself, the key questions will be: On average how many inbound calls are you receiving per month? What are the call arrival patterns? What part of the day or week generates the most volume? Are there any spikes due to seasonality, new product introductions or promotions?

Next you will need to determine your call type.

Determine your call type: How many hours will be required to adequately train the agents to understand your brand, be knowledgeable about your products and be able to take an order and navigate your website? As a rule, if your calls are less complex such as taking orders and entering them into your website, then shared Brand Specialists will be the best option. The shared model is often the right choice for companies with smaller call volumes, simpler calls and tighter budgets. For companies with higher call volumes and more complex calls, a dedicated team of Brand Specialists offers a wide range of benefits, including a branded, personalized customer experience. Explain your needs to any prospective call center, and they’ll be able to give you good advice on which model is the better choice for you.

Let’s Talk. Contact us today for more information on how Masterlink Group can be your Shared-Agent Call Center Solution.