Many consumers ask on a regular basis, how to chat with a certain company? Can they have a live chat with that company? Or even, where the chat button is on their website? If they are asking these questions about your communication channel it could mean:
· Your button is not in a common/visible area
· Your availability is low
· You haven’t implemented the engagement tool yet
It is important to ensure your company is easily contactable. If visitors are expecting to find a chat button on your website they are likely to leave frustrated if they cannot find the channel and head towards a competitor. Here’s what to consider:
Button Placement
Ideally, your company should think about placing the chat button on every page. This ensures the communication channel is easily accessible whilst the visitor is browsing through the website. There are some implementations that will only require the chat button in certain locations. For example, behind a login gateway or if a specific department of a large organisation has an individual budget for live chat, therefore would only relate to their website pages.
Regardless of which pages your button will appear on, the button should be easily visible. This will come in the form of what size button, the colours and wording you choose to use. Some companies will opt to use an attention grabber as part of the chat button image to maximise its visibility.
Operator Availability
The chat button would be useless without customer service representatives being able to handle the incoming chats. Your management team can regularly review the availability of the web chat software channel. This allows them to make decisions whether they need to increase the number of users logged in or extend the chat’s operational hours. Which can be done either in-house or outsourced.
Some businesses can find they are missing opportunities due to having chat unavailable at times that consumers are more free from commitments such as work. Companies extending their hours can ensure they are optimising every opportunity.
Implementing Web Chat Software
Web chat software is easy to add any website with most providers, a small piece of HTML script can be copied and pasted into the website. In some situations Google Tag Manager can be used to update your website code with the web chat script. For specific websites, a plugin may be available such as WordPress where the website code cannot be accessed and makes adding chat simpler.
Customer service representatives will be able to handle incoming chats with the software provided by the supplier. They will either need to log into a browser version or a downloaded desktop application, dependent on the chosen solution. Once logged in they can make themselves available to chat.
Implementing web chat software can increase engagement on your website and therefore improve lead generation and conversion results. However, the instant communication channel needs to be in the best place possible to grab the visitor’s attention, and for customer service representatives to be available when your visitor’s want to chat for it to be optimised fully.
Are your website visitors asking where your chat button is, or can they easily contact your representatives?
Author Bio: Gemma Baker is the Marketing Executive for UK web chat software provider, Click4Assistance, with a range of digital knowledge within PPC advertising, SEO practices, email campaigns and social media.
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