Frequently asked questions

You may still have questions. We have put the most frequently asked questions below, but you can also easily contact us or schedule an appointment. We are happy to help you! 

faqhero
  • Pricing
    • What is a conversation?

      A conversation is a conversation that is started by your customer. Each conversation the customer initiates is counted as one conversation. However, if the customer remains inactive after our answer, the conversation will be closed after a certain time. Spam messages are not counted as conversation.

    • My sales fluctuates throughout the year. Can I scale up and down?

      Of course! You only pay per conversation, regardless if you have a peak season or a low season. It does help to know in time if a busy period is coming, so that we can take this into account.

    • What is the minimum contract duration?

      We have a minimum of 1 month. 

    • Do you charge any costs for setup, training or management?

      No, however if you want to connect Whatsapp we charge a one-time fee of €150.

    • How long does it take to get started?

      You can already start within a week. Ofcourse we’ll discuss planning to make sure it meets your schedule and availability.

    • Do you charge extra for weekends and evenings?

      No, conversation fees remain the same regardless the time or day of the week.

  • company
    • Are you a chatbot?

      No, we have real human agents, who are supported by state of the art technology. So no annoying and inaccurate bots here. 

    • In which industries do you specialize?

      Our services are suitable for all B2C industries.

  • team
    • I have customers from multiple countries. Do you also have teams abroad?

      Our team supports more than 100 languages and is therefore perfectly suitable for international businesses. We have teams in The Netherlands and abroad.

    • Are you really human or chatbots?

      We are real people trained to service your business. Ofcourse we use various technologies to support our work. However, traditional chatbots are not one them as we believe that old school chatbots make it more difficult to get in touch and are mostly customer unfriendly.

    • Who from your team is going to service my customers?

      We assign multiple agents from our team to your customer care tickets. With this approach we spread the knowledge and availability while making sure any question from your customer can be picked up when required.

  • service
    • Is my business a suitable for a service like Hikari CS?

      If you serve customers and can expect questions from these customers, Hikari CS is the perfect solution. Even if you're just getting started. Our pricing model charges per conversation and has no minimum or maximum.

    • How can I get started?

      Very easy, simply contact us or book a meeting to get started!

    • How long will it take to get started?

      You can already start within a week!

    • Which channels can I deploy with Hikari CS?

      Email, live chat (website), Facebook Messenger, Instagram Messenger, Whatsapp, Marketplaces (bol.com, Amazon, Zalando).

    • How do you train your team to answer “on brand”?

      During the intake we collect all information about your company, including how you normally address customers. We incorporate this into the training and ensure that our team takes over the tone of your brand exactly.

    • How do I keep in touch with my service team?

      During the intake you will receive the contact details of our team. We are always at your disposal if you have any questions or input.

    • What kind of reports will I receive?

      You will receive access to your own dashboard with metrics such as: the amount of conversations, CSAT score, average response time, average resolution time and more. This way you’ll always know how our team is performing. In the same dashboard you'll be able to review conversations managed by our team too.

    • I’ve updated my products or terms. How will you informed about this?

      During the intake we will also indicate that everything that has changed or is important for customer care must be passed on to us in time. This way we can ensure that the information we provide is correct and that your customers have the right expectations. This can simply be done by sending us an email. If more information is needed, we will contact you.