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Paano maglagay ng live chat button sa website ninyo

Paano maglagay ng live chat button sa website ninyo

Pinipili sa kasalukuyan ang live chat  bilang customer service channel para sa dumaraming online consumer. Kasi nga, ang pagkakaroon ng live chat widget sa website ng inyong kompanya ay halos maituturing na pangangailangan na ng business, anuman ang sukat at anumang industriya. Nagbibigay ito ng kakayahang mag-offer ng mabilis at napapanahong tulong sa customer. Bukod dito, kapag ginamit nang matino, mapapataas nito ang engagement at daragdagan nito ang customer satisfaction at sales habang bababa ang gastos ng customer support.

Paano maglagay ng live chat sa website ninyo? 

1. Choose your live chat software provider

Given the impact live chat can have on the quality of your customer service and revenue; it’s worth investing some time into researching the options. Thus, learning as much as you can about various live chat software providers before choosing the tool that; meets your business needs and adding it to your website. Some of the factors to consider include; the set of features, easy onboarding and customization, third-party software integrations, security, mobile compatibility, pricing, and customer support.

2. Sign up with the service

You’ve probably narrowed down your choices matching your requirements and budget. Still not ready to purchase a subscription? You can start with a free trial. Most live chat software providers offer free trials with all the product features available to enable potential customers to; test all the functionality, or the ability to request a demo. Signing up for the trial usually takes a couple of minutes at maximum and doesn’t require credit card information.

3. Add a live chat button to your website

After signing up, you need to choose a chat button. After that simply paste a short HTML code into the body of your page for live chat implementation. Once you’ve embedded chat on the website, you can start chatting with your customers and prospects in real-time. Whenever a visitor clicks on the live chat button that is usually displayed at the right bottom corner of a website; a chat window appears. By clicking further on this window, the visitor initiates a chat with a company’s representative; who is currently online and available to pick up the chat request. 

Customize chat button in Customer service software - LiveAgent

4. Customize the live chat widget

Live chat software providers typically offer a wide range of customizations of the tool. It may include tweaking the design of an online (when chat is available) and offline (when chat is not available) buttons and a chat window to make it look native to your website, as well as changing language and texts. You can also choose whether clicking a chat button will start a chat immediately or open a pre-chat form to be filled by a visitor. The design of pre-chat forms and contact-forms (displayed if no agent is online) can normally also be customized according to your needs.

customize chat window

5. Enable proactive chat invitations

Proactive chat is a common feature offered by most live chat vendors. Proactive chat invitations can either be displayed on every page of the website or on particular pages. For instance, your pricing or checkout pages where users will most likely need live assistance. Invitations can usually be triggered manually or automatically based on pre-defined rules. Such as visitor information and various behavior metrics; geographic location, current page, referral page, time spent on the website, visit times, etc.

5. Enable proactive chat invitations  - App - Uploads - 2019 - 09 - 93342193 54ea1600 F82f 11ea 8f37 3a4bcffa5164.png

6. Create a list of canned responses

These are pre-defined answers to frequently asked questions from customers. They allow to speed up response times and increase the agents’ efficiency as they won’t have to type custom messages to repetitive questions that can be answered instantly by simply sending the right pre-written response in a few clicks. Canned messages are specifically helpful if the agents need to handle multiple chat requests at the same time.

Chat button gallery LiveAgent

Best practices sa pag-set up ng live chat support ninyo

Ang pag-alam kung paano mag-integrate ng live chat sa isang website ay unang hakbang lang. Narito ang tips at best practices para maisaayos ang inyong live chat tool para masigurong bibigyan nito ang inyong business at mga customer ng mga benepisyo:

Paganahin ito sa tamang pages

Kahit puwedeng lagyan ng live chat button ang lahat ng page ng inyong website, baka gusto ninyong lagyan lamang ang ilang partikular na page. Kung ganoon, puwede ninyong piliin kung saan mas malamang na may tanong ang inyong mga customer at bisita ng website. Karaniwan, ito ay sa Price, Product, Contact, FAQs, at landing page.

Gamitin nang mas strategic ang proactive chat

Kapag pinagana ang automated proactive chat invitations,siguraduhing hindi sila magpa-pop up sa loob ng ilang segundo bago pa man may pagkakataon ang bisitang tumingin-tingin sa website. At huwag ninyong imbitahan ang mga bisita nang paulit-ulit na mag-chat, lalo na ‘yung humindi na sa chat invitation. Puwede nila itong ikainis.

Linawin ang inyong online availability status sa mga visitor

Kung hindi ninyo planong paganahin ang inyong live chat ng 24/7, gawing malinaw ito sa inyong mga bisita kapag hindi nila makukuha ang live support. Puwede itong magawa sa paglagay ng offline chat button na makikita kapag hindi online ang inyong mga agent at hindi nila matatanggap ang chat request. Maigi ring ilagay ang mga oras kung kailan bukas ang business ninyo sa contact page.

Siguraduhin ang tamang paggamit ng canned responses

Bagama’t mapapahusay nang di hamak ng mga canned message ang response time, puwedeng makasama pa ang mga ito kaysa makabuti kapag hindi nagamit nang maayos. Ang kauna-unahang tuntunin sa canned responses ay kailangan muna ang mga itong i-modify at i-personalize para bumagay sa sitwasyon ng customer at sa partikular nilang pangangailangan.

Canned-responses-LiveAgent

Mag-invest sa training ng mga live chat agent

Higit sa lahat, ang quality ng inyong chat support ay hindi lang tungkol sa tamang software na may modernong pakinabang. Ito’y mas tungkol sa mga taong nagtatrabaho sa live chat. Mamuhunan sa sapat na training para sa inyong chat agents. Kasama rito ang pagsasanay sa kanilang gumamit ng chat tool sa pinakamabisang paraan. Gayunman, puwede rin nitong pagalingin ang kanilang soft skills.

LiveAgent rating live chat agent - gif
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Frequently asked questions

Puwede bang paganahin ang live chat button sa bawat page ng inyong website?

Kahit puwedeng lagyan ng live chat button ang lahat ng page ng inyong website, baka gusto ninyong lagyan lamang ang ilang partikular na page. Kung ganoon, puwede ninyong piliin kung saan mas malamang na may tanong ang inyong mga customer at bisita ng website. Karaniwan, ito ay sa Price, Product, Contact, FAQs, at landing page.

Bakit kailangang gumamit ng live chat ang kompanya ninyo?

Magagamit ito sa pag-offer ng mabilisan at agarang pagtulong sa customers. Bukod dito, kapag ginamit nang matino, mapapataas nito ang engagement at daragdagan nito ang customer satisfaction at sales habang bababa ang gastos ng customer support.

Paano dapat gamitin ang inyong live chat software provider?

Aralin nang mas malaman ang mga klase ng live chat software provider bago pumili ng tool na sapat sa pangangailangan ng inyong business. Ang ilang mahalagang pag-isipan ay ang nakatakdang features, madaling onboarding at customization, third-party software integration, seguridad, mobile compatibility, pricing, at customer support.

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