Welcome
Hi and Welcome from FordRetailOnline to Live Help
Live Chat is a quick and easy way for you to get your questions and queries answered.
All you need is:
- An internet connection
- A computer or mobile device with a keyboard, speakers and a microphone
- A webcam – Only if you want us to see you in video chat
Start Your Live Help
 1. Click on the ‘live help’ icon
You will be able to find the icon on the right hand side of your web
browser page or on the new car pages, beneath the vehicle images. |
2. After clicking the ‘live help’ icon, the live help pop up box will appear on your screen |
3. A video explaining how to use the live help service will play |
Make sure you turn your speakers on! |
4. Find Out More Information |
If you want to watch more videos about live help before chatting, just click on the ‘find out more’ tab underneath the video and select one of the options from the drop down menu. |
 5. To begin Live Help
To begin live help, click on the green ‘Help Me Now’ button. We will check if an assistant is available to chat with you. |
6. What happens next? |
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One of 2 scenarios will happen:
-
You will see an alert telling you that all of our assistants are busy but don’t worry!
If you submit your name, phone number, email address and an optional message, we will get back to you as soon as possible.
Or you will see 3 live help options appear on a drop down menu, which means you have successfully linked to live help. You can choose how you would like to talk to us. |
Keyboard and Text Chat
1 way video chat from your assistant and 2 way keyboard chat Voice Chat
1 way video from your assistant and 2 way voice chat
(Requires a microphone and speakers) Video Chat
2 way video between you and your assistant and 2 way voice or keyboard chat
(Requires a webcam) |
 7. Let’s Chat
Once you have selected your preferred way of speaking to your assistant just simply click the green ‘Let’s Chat’ button |
8. Please Be Patient |
You may have to wait for a short time for the live help to connect, but this shouldn’t be more than a few seconds. |
9. Live and Connected |
Once the live help is connected, you will be able to see your assistant in a live video. You will also be able to use the 2 way keyboard chat on all three live help options. |
 10. How Do I Use The Keyboard Chat?
Just type your message on your keyboard and click the big green ‘send’ button. You will then see your message on the chat feed 11. Live Help Features
Whilst using the chat you can do 4 actions:
- Hide the text chat service if you do not want to use it
- Mute the assistant
- Enable or disable your microphone and webcam
- Adjust the size of the video box
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12. Ending Your Live Help Session |
Once you have completed your chat with our assistant, just simply click on the white cross in the top right hand corner of the live help box. This will then end your live help session with your assistant. |
What Other Customers Have Asked
Q. Can I end the live chat at any point?
A. Yes you can simply click on the white cross on the top right hand side of the live help box. Just make sure you alert your assistant first.
Q. Will my assistant be able to see me?
A. No, your assistant will only be able to see you if you select the Video Chat option, in which there will be a 2 way video conversation, where you can see your assistant, and they can see you. You can always disable your webcam whilst in the video chat mode if you change your mind.
Q. How long will the live help take to connect?
A. Usually the live help will connect after the video has finished playing, if it takes longer than a few minutes to connect, close the live help by clicking on the white cross in the top right hand corner, close your web browser, and load up a new browser to try again.
Q. Will my internet connection speed affect live chat?
A. If you have a particularly slow internet connection, it may affect the quality of sound and video content, in this case it may be best to choose the keyboard and text chat option, or to call the internet sales team at FordRetailOnline directly on 0843 308 5454.
Q. Why should I use live help?
A. Live help is a great way to speak to one of our specialised internet sales team at FordRetailOnline. It’s a quick, easy and free way of getting expert advice when purchasing a new or used Ford vehicle. You can talk to one of the team without leaving any details, or having to create an account or login to the site. However if you prefer you can leave your contact details with us to receive a call back. It’s a convenient way of asking your questions from the comfort of your own home!