If you’re making the decision to use live chat, one area which can often cause a lot of confusion is the chat integration in website. Poor use of the software can do as much damage as not having one. In fact, this is a key factor and can decide the success of this feature.
Given that it has plenty of benefits, poor integration can be a huge oversight, which can have a negative impact on you. If you’re making use of live chat software and want to ensure that you have proper chat integration, pay attention to the following tips.
Place the Chat Strategically.
Chat placement should be done strategically so that it is visible to your consumers but not annoying for them. Many businesses have proactive live chat features, which means the window will just pop up when a visitor lands on a page. However, this can be an annoying feature to have. Make sure that you have the chat window placed in such a way that it is in the line of sight but not annoying for them.
Personalize Your Messages.
Always make sure to personalize the messages in accordance with the features of the live chat software. This means that you get customized messages for general queries and save a template. This can make the typing speed faster, ensure that you don’t have to worry about anything and also make the consumer feel like they are being addressed in a personal manner. Without personalization, there’s a definite disconnect with people feeling like they are talking to an AI or robot. The human element is definitely lost in this case.
Get a Data Base.
Always make sure that you have your live chat connected with a database backup system. This is necessary since people tend to share crucial information on their chats. The right thing to do here is to make sure that you have a data base where all the information of the chats is stored. This should be done in the start when you are considering ways for chat integration in website. In this manner, you’ll have the issue addressed right from the start.
Use a Typing Indicator.
It can be annoying for a consumer to have a live chat conversation and not know that the person is responding or if they have seen the message or not. In this case, the indicator can work wonders, helping to remove any confusion and also ensuring that your consumers know they have to wait for a respond. Otherwise, they will just leave the website if they feel like they are not being listened to.
By paying attention to these things right from the start, i.e., the moment of chat integration in website, you can ensure that you don’t have to worry about all these things later on. For many businesses, these can be areas that turn into large blind spots and can be difficult to fix with ease.