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With 41% of customers preferring live chat support over all other communication channels, businesses have to implement effective live chat tools to be able to engage with customers and stay competitive.
But how can you add live chat to website to interact with your visitors instantly, answer their questions, and guide them through the buying process?
This blog will guide you on how to add live chat to your website, customize the chat widget to fit your brand, and highlight the benefits you can gain from using this tool.
What is live chat software?
Live chat is a communication tool for customers to interact directly with support agents via a website or app.
Live chat support includes a small chat window on websites usually labeled Chat Now or Help.
Businesses add live chat to websites to provide instant communication and real-time help to customers.
By adding chat to websites, support agents can manage multiple chats simultaneously, save conversations for easy reference and follow-up, making the customer support process more efficient.
Detailed steps to add live chat to your website
Adding live chat to your website enhances customer interaction and support. You might be wondering: How do I add chat to my website? Here is an easy guide to help you get started:
1. Pick the right live chat software
The type of software you pick can make or break your live chat support efforts. It is important to carefully select tools that you can use to add live chat to your website.
There are features you have to ensure that you pick the best software that fits your business needs. Here are some of the features:
- Omnichannel support: Live chat software can be embedded with multiple channels, including Facebook Messenger and WhatsApp; these conversations can be managed through a single omnichannel inbox.
Integrate your tool with a chatbot to provide customer service when agents are not available.
- Reports and analytics: The software should be able to provide insights about the performance of every support agent and how satisfied your customers are with your company’s customer support.
- Customizable chat widgets: Choose software that allows you to tailor the look and feel of the live chat widget and user interface to match your brand. Automate personalized welcome notes to delight your customers, and tailor the tone of your voice with the brand.
- Chat transcripts: The software should be able to record all the conversations in live chat.
- Automated chat routing: Live chat software includes automation features that allow you to assign chats to appropriate agents automatically based on area of specialization.
- Multilingual support: Choose a tool that enables you to provide support through multiple languages for customers to communicate in their preferred languages.
- Canned responses: Live chat software tool should enable you to create and save responses to answer commonly asked questions.
Additionally, look out for other elements, including pricing, integration options, and value for money. Choose software that is simple to set up, scalable, easy to use, and budget-friendly to get started.
2. Add chat to website
Once you have picked the right live chat software provider, installation should be your next step.
Embed a single line of code at the back end of your website to install the tool and make it compatible with your website.
3. Customize your live chat
After adding live chat to website, customize the look, functionality, and features of the live chat widgets to match your website branding. Some aspects of your live chat to customize include:
- Setting up welcome messages.
- Configuring the language options.
- Adjusting the chat button styles.
- Decide on the strategic location of your live chat.
- Use teams’ real names and photos for customers to see and feel they are talking to agents one-on-one.
4. Integrate live chat with other tools
Connect your live chat with other productivity tools you use on a daily basis and social media platforms. This will ensure you interact with customers across multiple channels.
Add chat to your website and integrate it with tools such as:
- A comprehensive knowledge base to help customers get answers independently and give support agents easy access to relevant information required to address customer inquiries.
- Artificial intelligence tool to help support teams summarize customer responses, correct grammar, automate processes, and analyze customer sentiments.
- The contact management (CRM) contains customer profiles, including name, addresses, purchasing history, and preferences.
5. Create canned responses
Prepare and save answers to commonly asked questions to enable support agents quickly resolve customer queries.
Canned responses can make support teams more efficient; they won’t have to type the same answer time and again. This saves time so they can focus on more complex issues.
6. Set up automatic routing
Customer inquiries can be automatically transferred to the right support agent with the appropriate knowledge to handle the task.
Automatic chat routing ensures that no agent is overloaded with tasks, maximizing agents’ productivity.
7. Train your team
Give lessons to your agents on how to use live chat on your website effectively.
Equip your support team with good communication skills on how to handle customer complaints, manage different customer scenarios, and escalate issues.
Ensure they can handle multiple issues simultaneously, save canned responses, and work with live chat integrations.
8. Set your chat availability
Specify the working days and hours during which your support team will cater to customer requests.
If possible, you can assign them different shifts to eliminate employee exhaustion and allow on-going service provision. If agents are not present, leave a message that indicates when they will return.
9. Verify live chat functionality and go live
Before launching, check to confirm that all features are working seamlessly.
You can use different devices to test and browse to check the user experience on the web and mobile, then launch the chat feature.
10. Collect feedback and analyze live chat performance
Once it’s live, keep an eye on chat interactions and collect feedback to enhance the effectiveness of the tool.
Employ live chat metrics like first response time, average handling time, chat volume, among others, to find out customer behavior, agent performance, and overall effectiveness of the live chat tool.
This data can help you improve your live chat strategy as required.
Advantages of adding chat to website
Adding live chat to website is beneficial to businesses and customers in the following ways:
Strengthens customer support
Adding live chat to websites ensures support teams provide customers with real-time help, ensuring they resolve issues quickly and efficiently.
Support teams are able to access relevant information quickly from the self-service tool embedded in live chat software to provide comprehensive solutions to customers.
Live chat tool can be integrated with customer relationship management (CRM) systems to allow agents access customer data for personalized responses.
Boosts sales
Adding live chat to websites can guide customers during the purchasing process, manage queries about products, and decrease the likelihood of cart abandonment.
Also, companies make announcements on promotions and discounts available on their products through live chat. This pushes customers to make a purchase there by boosting sales.
Enhances customer loyalty
Customers expecting quick and personalized experience are likely to engage with businesses offering live chat support.
They can keep purchasing from businesses that provide customized responses and solutions.
Saves on time
Live chat tools offer canned responses that support agents can quickly send to manage a customer’s inquiry, reducing time spent typing responses.
It can be integrated with chatbots to provide support for basic issues whenever agents are away, preventing delays in customer service
Adding live chat to websites reduces customer wait times, as opposed to other communication methods such as email support, where each response can take hours or even days.
The tool enables agents to manage various inquiries simultaneously, thereby saving time compared to other channels like phone and email, where an agent attends to one inquiry at a time.
Competitive advantage
When businesses add live chat to website, their agents can provide real-time support to customers anytime they need help. This can set them apart from competitors who do not provide the same level of instant customer support.
Integrating live chat with chatbots ensures 24/7 customer support, enabling end users to interact and solve issues anytime from anywhere.
Customers will be looking for the provider who can serve them at the most convenient times of need.
Cost efficiency
Live chat operates online, eliminating the need for on-premises hardware, software, and maintenance costs.
Adding live chat to website does not require physical space for offices, equipment, and agents; it can be accessed remotely, reducing the need for office space.
Elevate your customer service by adding live chat to website
Live chat is an essential component for businesses as it enhances customer satisfaction, boosts sales, and reduces response times.
With BoldDesk, you can seamlessly integrate live chat into your website, enabling real-time interactions, automated responses, and efficient ticket management to enhance customer support.
Add chat to websites and watch your customer communication flourish.
Want to see BoldDesk® in action? Schedule a live demo or start a free trial to explore its powerful features. If you have any questions, feel free to contact us—our team is happy to assist!
We hope you found this blog helpful. Please share your comments on how you add live chat to your website in the provided section below.
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