Online chats: what they are, why they are needed and how to set them up

Any details on the site have the ability to scare the user and direct him to purchase or take other motivated actions. Now let’s talk about a necessary element of many sites – online chats or online consultants. Let’s define what they are needed for, how they work and how they are configured.

Contents of the article:

• What is online chat and how do they work?
• Why do we need online chats: are there any benefits from them?
• How to include online chat on a website and achieve results
• Overview of online chat services
• What you need to understand or briefly about the main thing
• A small gift: how to work with chat so that it brings clients

What is online chat and how do they work?

Chat for tilda website is a small window that opens directly on the site and allows the user to chat with the manager. The online consultant can call himself by expanding the chat window:

Sometimes auto chats themselves “jump” when a user enters the site or spends a certain amount of time there: 5, 10, 30 seconds:

Online chats are needed to advise customers: choose between several products, talk about the features of the product, answer questions about payment and delivery. A site visitor has the opportunity to create a couple of services than to call or be transferred to email to send a message. As a result, online consultants are more often seen on websites. A Zendesk study actually substantiates that 92% of users are satisfied with chats as a method of communication. Many brands have online consultants: for example, Eldorado. Our website has a work chat widget that collects contacts and can also advise clients about you.

Chats on the Work Elementary website: The user contains a dialog box and asks a question. The manager will see it and recommend a potential buyer. In some cases, the system itself creates a customer card in CRM, and on the next call this user can contact the online chat, the manager can look at the situation from the notifications.

Why do we need online chats: are there any benefits from them?

Yes, such notifications exist if they are used correctly. Emarketer research shows that online chat accounts for an average of 38% of sales for various businesses. Let’s look at examples.

The foreign company Monetate published a briefcase in which it described how online chatters earned the company $20, 000 during the test, increasing the benefits to $130, 000 per year. Monetate became a consultant for the Gear online store. During the test, chat increased the average check by 3%. In fact, he will likely earn $20, 000.

Suitcase proves once again that online chats can help increase attractiveness after hours. A chat was installed on the medical clinic website, and within 27 days 9. 6% of users were noticed. 27 people wrote to the consultant, another 12 sent a request using a form to collect contacts. 75% of all orders were received outside of working hours, with 33% of requests resulting in an appointment, the rest – in regular consultations.

In fact, the fact that online consultants need to be approached wisely is justified by the antecedent. In it, disabling auto-ban in chat reduced the number of calls by 12 times. That is, the “annoying” window worked like an elementary key, displaying a dialog box. That is why all kinds of configurations in communication with customers need to be tested at the very beginning, and only then imagine whether it will work or not.

We decided to recognize whether online chats are effective first-hand. See what businessmen say about this communication channel:

One of the tasks was to generate orders for a secondary educational institution of design art. As the first of the possible options, we were offered to install an Internet consultant on the site.

Among all consultants, reliance was placed on current ability to work with various consultants. As a result, the choice fell on JIVOSE, but Carrotquest, due to its own probabilities, was quite functionally competitive in automating subsequent mailings. However, due to the ease of operation for operators and comprehensive integration, callers chose JIVOSOT.

On the 1st moon, the number of vocations in an average educational institution for consultations on courses and events was 36% and remains at this value. The owners of secondary educational institutions were populated with traffic more than their calling and managed to increase the overall site conversion on the 1st moon by 3%, and then this figure grew even more.

Street food cafes (more than 180 outlets) have implemented an online consultant with a chat bot for instant messengers and social networks based on the multi-brand platform MessageBiz to gather revolutionary associations from their own customers.

An online consultant with automated responses suggests forgetting about gratitude or complaints, which subsequently protects the data in a format convenient for analysis. Subsequently, the company planned to expand the chatbot’s functionality to cover a wider range of tasks and transfer the conversation to an operator if the customer’s issue was not resolved by the chatbot.

The company implemented a communication channel with customers via instant messaging apps and social media in April 2019. During this short period, using the multi-tank platform, the number of hotline calls decreased by 22%—they were encountered via instant messaging apps and public networks. The company maintains extensive customer information through the communication channel, and the number of calls via instant messaging apps is expected to increase to 60%. According to the company’s management, the automation of the Internet-enabled HRB (Higher Resources Board), which performs routine tasks such as collecting questionnaires and testing personnel, will continue. We use JIVOSE online chat for this purpose, allowing potential buyers to ask questions about our products simultaneously. Everyone has different questions when they land on our resources: some don’t understand how to pay, some doubt the product is suitable, some want to pay in installments, and some had no doubts when signing up for our newsletter. Please attach an email with proof.

Our online chat has decisively resolved all these and other issues, providing you with an answer and a solution for your business. Our online chat is managed by a manager from our customer service department, and without it, we might have received a share of the payment for our introductory products, which would have been wasted because of it, as the sales funnel lacks a simple and straightforward tool. Thanks to online chat, we were able to increase sales of our introductory product analysis by 15% and our digital academy by 20%. Our chat is also connected to amoCRM via API, so the sales department will be able to see all customer communications with a specific coverage area via online chat—JIVOSOSE. This is very convenient. All correspondence is in the LIDA card, eliminating the need to enter all the information manually.

Generally, the internet is a diverse user base, and everyone uses the communication tool that suits them best. Some call directly, some submit requests, and still others communicate directly via online chat about resolving a personal issue. Therefore, we strongly recommend implementing this approach in any business.

Just remember that if you don’t respond to and avoid customer chat messages, this powerful tool will turn into a useless and intrusive pop-up widget on your website.

How to Enable Live Chat on Your Website and Achieve Results

Use dedicated services to activate live chat. Our speakers discussed some of them, and we’ll cover others in detail later. For now, let’s talk about the methods: they’re roughly the same for all services.

How to include online chat on a website and achieve results

Register with the service and add an employee as an operator. Then, take the code generated by the service and add it to your website. Then, configure the live chat yourself:

Select the hours of operation or the time period during which the chat will be visible to visitors;

Set up a contact collection form to avoid losing leads when an operator is away;

• Choose whether the chat window will open automatically and when—as soon as a user visits the site, navigates to a specific page, or stays on the site for a certain number of minutes;
• Rewrite the welcome message and invite the user to chat if the window opens automatically.
• To attract and retain customers, create an online chat that is both essential and unobtrusive. For example, set up different welcome messages for different pages where users are present and display an invitation every 30 seconds.
• After this option is enabled, the chat starts working. The operator receives any message the user enters in the dialog box and can respond to it. You must set the operator’s hours based on traffic and explain to them how they should engage with site visitors: how to answer questions, what products or goods to recommend, and what to create if there are insufficient messages.

And to effectively perform the work of an online consultant in the future, you need to analyze everything:

Look at what times you have the most and least requests, and enable chat during those peak hours—for example, ask the operator to work in the evenings and mornings;

Estimate the number of calls to the chat: if the operator cannot cope with the load once, and users have to wait more than 1 minute for a response, install a second one;

• Include a specialist to understand how many online chat consultations will result in a purchase: if there are not enough leads, instruct the sales manager or hire another operator.
• Overview of online chat services
• JiVosite. Includes not only chat on the website, but also consultants in instant messengers, social networks and email. There is a built-in virtual PBX – you can call users. Gives a chat according to the desired Yandex list, collects all requests in one room and protects data about each guest. The operator has the opportunity to monitor the guests and what he is typing, only to prepare a response in advance. The service has its own mobile application, in which operators have all the capabilities to work. There is a basic gift version for 5 operators, the price of the trading fee is from 592 °C for 1 employee monthly.

Overview of online chat services

Envybox. Invites personalized auto-mailings – takes into account the search query or location of the user to attract him. It is also possible to work in public networks or instant messengers. A certain number of operators have every chance to deal with the dialog box – for example, answer highly specialized questions from users. There are applications for operators for various operating systems with this service, including for asymmetrical online connections. It also allows you to send drawings and emoticons, names guests if they haven’t introduced themselves, and displays all the information about the visitor to the right of the dialogue. Price – 625 ₽ for 1 operator monthly. There is a trial gift version that is valid for 7 days.

Quikley. With the help of online chat, you can connect public networks and instant messengers and almost instantly respond to messages in real time that once use the interface. It is possible to integrate suitable social networks and instant messengers: online chat widget on the website, WhatsApp, Facebook, Vkontakte, Telegram, Viber. Instagram is planned to be added in the near future. One more personality of Quickly is that the platform collects contact information of users who visit its website. The service also has its own mobile application, the list of features of which is not inferior to the desktop version of the site.

In total, Quickley has 2 tariffs: free “Dialogues” and commercial “Dialogues Plus” for 990 rubles. To the moon. If you are an authorized small business, the service is ready to offer a special version for 590 rubles. To the moon. To enable it, you must send it to the chat on the site. With the gift version, you have access to up to 300 intensive contacts for 90 days from 1 operator and all instant messengers and social networks are included. The commercial tariff “Dialogs Plus” takes into account up to 1000 intensive contacts, it is possible to include 2 operators, and also has other advanced skills for the company. The correspondence situation in the provided version is without restrictions.

Verbzuführ. It also clarifies applications for PCs and phones so that operators can advise customers. It displays all the information about the user and invites you to an inter-operator chat: you can ask for support from your colleagues without interrupting the dialogue with the guest. Allows you to monitor a number of notifications and invites you to configure the car’s actions. There is an interest interception function, when the operator has the opportunity to contact the user and fill out a form or set up a filter for him. Everything that the user actually displays on the screen is reflected. It has a built-in CRM, which makes it possible to accept payments directly from the chat, create extended reports on the work of operators and customize a template for them with quick responses. Free if there are no more than 3 operators. The cost of trade duties is from 99 ₽ to the moon.

Quick chat. Supports up to 5 sites simultaneously. There are applications for PCs and phones for operators. Offers maintaining messages for customers, a correspondence log, and monitoring guest printing. Works with almost all CMs. The Pro version contains answers, absolute information about guests, blocking unnecessary users and transferring the dialogue to another operator. The regular version is free, pro costs from 450 ₽ to the moon, depending on the number of sites, the number of operators and payment time.

What you need to understand or briefly about the main thing

Online chats are needed to advise guests about the site and convert them into leads;

What you need to understand or briefly about the main thing

• Connecting and setting up online chat is easy if you use special services.
• A small gift: how to work with chat so that it brings clients
• For example, don’t make him very annoying;

A small gift: how to work with chat so that it brings clients

• Correctly label online chat in the interface. Use colors that are favorable to your site and make sure that no important information is hidden;
• Set up a collection of contacts in case the operator is not on site. For example, users will leave the phone and they will not obscure customers;
• Do not use simple robots instead of human operators. You won’t be able to answer difficult questions, and your guests will leave disappointed;
• Show the operator what word the user is typing – this will undoubtedly help prepare the answer in advance;
• Teach managers how to implement themselves in an online chat: explain how they provide consultations, what products they offer, what tone of communication to choose, and, for example, further.
• Online chats: what they are, why they are needed and how to set them up
• Online chats: what they are, why they are needed and how to set them up