What is a live chat widget, and how does it work?
A live chat widget is a window on your website that allows visitors to communicate with a sales or service representative in real-time. A live chat widget can be implemented into social media pages and mobile apps, although it's most typically found on websites.
On your website or in your app, live chat support tools are frequently displayed as pop-ups.
When a user clicks on it or navigates to a specific section of your website, they may be confronted with an instant message box asking if they require assistance. If they do, they can enter a message and send it to your customer service department.
The interface on the agent's side is very identical to what the consumer sees, except a sidebar contains some information about the customer.
Although several versions of the utility have slightly different interfaces, they all work in the same way.
In general, an agent declares themselves "active" to the client to show that a real person is available and ready to respond. Some chats can be changed into email discussions if no one is available or if there is a delay in response, providing that the message is delivered to a team. A team is given an age.
Why Should You Include Live Chat Support on Your Website?
Adding live chat help to your website will almost certainly reduce cart abandonment, increase sales, and improve conversion rates. However, a lot relies on the live chat programme you're using.
A negative live chat client experience might have repercussions. You may lose sales, and clients may depart with a negative impression.
Before and after a live chat session, you may add survey forms to assess how well your support and sales teams are working. You may set up a pipeline so that users can simply send a support ticket from live chat during your off-hours.
Is it a good idea to use live chat?
Live chat is a great way to connect with potential and new customers and give them the confidence they need to use your product or make a purchase on your website. Even if your customers don't need to speak with you right away, being available to help them builds trust.
Advantages of Live Chat
- Faster help is one of the benefits of live chat.
Chat is obviously convenient for your consumers, but it also has a substantially shorter average resolution time than traditional service channels. A client issue can be resolved in less than a minute via live chat.
- Text preview in real-time
One of the most useful features of live chat is the ability to see a real-time preview of what the consumer is typing before she presses the enter key. It allows your chat worker to consider a solution, conduct research, and impress users with quick, personalised responses.
- Customer feedback in real-time
Feedback is simple to obtain. Your chat service can be rated right after a user interacts with you. Your service agents will also benefit from this because they will receive immediate feedback on their performance. This makes it simple for them to put the pieces together.
- Support is available 24 hours a day, 7 days a week.
Your help is available 24/7, regardless of time zone, thanks to a chatbot. If the question cannot be answered, the bot arranges for an agent to contact you.
Disadvantages of Live Chat
Yes, as a live chat software provider, we like to emphasise the benefits of live chat. However, we are upfront with our customers and educate them on the drawbacks of live chat as well:
- It is ineffective for elderly demographics.
People 55 and up are less inclined to contact a company via chat, although texting is second nature to other groups. According to Software Advice's research from 2015, this is the case. As a result, depending on your target audience, an additional channel may be required (phone, email).
- The requirement to be available online in order to provide assistance
Synchronous channels, like phone calls, require participants to be online having sufficient personnel on every page of your website, including after hours, it automatically transforms into a contact form, allowing people to simply contact you.
- Verification of identity
Access to personal data is only possible in particular instances, such as internet banking.
- Trolls in the Internet
Internet trolls are a phenomenon because they can chat anonymously.
However, Helium’s own Chat Widget, allows you to communicate with visitors through the platform and hence, you don't need any third-party Chat widgets.
The One-Stop Solution
Helium CRM is a one-stop solution for everything you could possibly need in terms of marketing automation. We will assist you in creating landing pages that will ensure that all leads are captured. Not only Live Chat Widgets, but we also assist you with SMS marketing, email marketing, reputation management, and a variety of other services that will help your company develop. So, what are you waiting for?
Sign up for a single platform with a variety of features to meet your marketing and lead management requirements.
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