Blogs homeYes, BoldDesk allows extensive customization of the live chat widget, including adjusting colors, themes, and branding elements to ensure a seamless integration with your website’s look and feel.
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 your 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.
Live chat software 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.
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.
Adding live chat to your website is a powerful way to boost customer interaction and support. Here’s an easy step-by-step guide to help you get started.
Choosing the right live chat software is critical to the success of your support strategy. It is important to carefully select tools that you can use to add live chat to your website and get started with live chat effectively.
The best live chat software doesn’t just enable conversations; it creates real-time engagement that boosts satisfaction and loyalty.
Here are some of the features you should consider when picking live chat software for your business:
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.
Once you add 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. This brings all your applications into one dashboard, making it simple to switch between platforms and boosting overall efficiency.
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 support representative is overloaded with tasks, helping improve agents’ productivity.
Give lessons to your agents on how to use live chat on your website effectively, with empathy and professionalism.
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 customer service burnout and allow on-going support provision. If agents are not present, leave a message that indicates when they will return.
After adding live chat to website, just 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 customer 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 behaviour, 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.
Adding live chat to websites can assist in guiding customers during the purchasing process, helping to manage queries about products, and decreasing the likelihood of cart abandonment or customer churn.
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.
Clients expecting quick, personalized customer service experiences are likely to engage with businesses offering live chat support.
They can keep purchasing from businesses that provide customized responses and solutions.
Adding live chat to websites can help improve first response time in customer service, through automated messages or canned responses, as opposed to other communication methods such as email, where responses can take hours or even days.
Moreover, 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.
Adding live chat to website ensures 24/7 customer support, enabling brands to provide real-time support to customers, and solve issues anytime from anywhere. This sets them apart from competitors who do not provide the same level of instant customer support.
Customers will always prefer a provider who can serve them at the most convenient time 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.
Live chat is an essential component for businesses as it enhances customer satisfaction, boosts sales, and reduces response times.
BoldDesk allows you to effortlessly integrate live chat into your website, enabling real-time customer interactions, automated responses, and streamlined support through its robust ticket management system, enhancing your overall customer experience.
Embed chat in website 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. Do you have any additional comments? Please share them in the section below!
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Yes, BoldDesk allows extensive customization of the live chat widget, including adjusting colors, themes, and branding elements to ensure a seamless integration with your website’s look and feel.
Absolutely. BoldDesk Live Chat is mobile-friendly, ensuring that both customers and support agents can communicate effectively on various devices, including smartphones and tablets.
Yes, BoldDesk supports integration with various platforms, including CRM systems and social media channels, enabling a unified communication experience and streamlined customer support.
When you add live chat to your website, you get to provide immediate assistance, reduce wait times, and offer personalized support, all of which contribute to a more satisfying customer experience and increased loyalty.
Yes! Adding live chat to your website improves customer support, boosts engagement, and increases sales by providing real-time assistance and seamless communication.
You can use free live chat tools like Tawk.to, Crisp, or HubSpot Live Chat. Additionally, BoldDesk’s free plans, which is also available for startups and non-profits allow you to add live chat to your website for free, without any additional costs.
Increase agent productivity by 3x
Increase customer satisfaction level to 92%
Decrease response times by 30 minutes