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, share the benefits you stand to gain from the tool, and suggest some of the best 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 labelled Chat Now or Help.
Business 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.
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:
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 consider to make sure you pick the best software that fits your business needs. Here are some of the features:
Integrate your tool with a chatbot to provide customer service when agents are not available.
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.
We will provide a list of the best live chat software later in the blog.
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.
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:
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:
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.
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.
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.
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.
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.
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.
Adding live chat to website is beneficial to businesses and customers in the following ways:
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.
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.
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.
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.
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.
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.
Picking the best live chat software for your business can be quite challenging. We are going to provide the best live chat tools for customer service to help you choose the one that best aligns with your business needs.
BoldDesk is a cloud-based platform that provides live chat software as part of its customer service suite for customers to conveniently seek help directly from the website.
BoldDesk tracks the website pages customers visit before starting a chat, allowing agents to understand customer needs and tailor their support accordingly.
Complex issues can be converted into tickets, ensuring detailed tracking and allowing agents to escalate requests to the most appropriate team for resolution.
Chat transcripts can be saved and sent via email, providing both the agents and customers with a record of the conversation.
This fosters transparency enabling teams to personalize responses based on previous conversations.
Requests from all channels can be accessed on a single platform, with the omnichannel support ensuring no customer request is overlooked.
Customers are guaranteed the 24/7 service to reach out for support any time need arises, ensuring that customer communication is complete.
BoldDesk offers a fairly straightforward method for adding live chat to your website. Check out this video to learn more.
Features
Pricing
BoldDesk has three pricing categories; the scale and essential plans do not include adding live chat to websites.
You can do a 15-day free trial and schedule a live demo.
Zendesk’s live chat software offers a user-friendly interface, enabling businesses to smoothly add live chat to website to communicate with customers.
Features
Pricing
Starts at $19/month/agent
30-day free trial available
Tidio is a live chat software helping all-size businesses to add chat to websites to communicate with their customers in real-time.
Features
Pricing
Start at $29/month
7-day free trial available
Olark’s live chat software provides on-time support enabling companies to add chat to websites, interact with customers, and offer instant help.
Features
Pricing
Starting at $29/month
14-day free trial available
LiveAgent is live chat software that combines its features in a single platform. Users can add chat to websites for efficient customer support and tracking of customer issues across various channels.
Features
Pricing
Starts at: $9/user/month
14-day free trial available
HubSpot allows businesses to add live chat to websites to communicate with customers in real-time.
Features
Pricing
Starts at $15/month/user
15-day free trial available
Intercom is a customer communication tool that users to add live chat to websites to send customized messages to customers based on their information and history.
Features
Pricing
Starts at $29/user/month
14-day free trial available
Live chat is an essential component for businesses as it enhances customer satisfaction, boosts sales, and reduces response times. Add chat to websites and watch your customer communication flourish.
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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