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Learn how to integrate a chat into your website

21 Dec 2023. 13:18
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5 min. of reading
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    Topic
    1. Tools
    Scope to digitize
    1. Relationship with clients

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Did you know that improving the user experience can increase the conversion rate on your website by 83%? In this post, we show you how you can add a new service to help your customers solve their doubts in your online business: the chat.

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Descripción

Before you start, it's important to have a clear understanding of the concept of a chat and how you can use it on your website. A chat is a communication channel through which two people can talk in written form, exchanging messages in real-time.

In the context of a company's website, deploying a chat means displaying a window where the user can draft and send a message from any device and location, as long as they are connected to the internet. This allows the person in charge of the business to address their inquiries and even engage in a conversation.

 

How can integrating a chat on your website help you?

Having a chat on your website is an effective way to provide an additional contact line for your customers. Here are its main benefits:

  1. Resource Optimization: Having an instant messaging service can help you save time by promptly addressing your customers' inquiries anytime, anywhere.

  2. Service Personalization: Engaging in a conversation with a person can help you understand their specific case and offer products or services that fit their needs based on the information they provide.

  3. Improved Shopping Experience: Offering a chat will facilitate your customers' navigation and journey during their purchasing process on your website, thanks to a tool that adds value to their purchase.

  4. Increased Conversion Rate: Direct communication with a customer can help you guide them through the necessary actions to solve their problems, potentially leading to a purchase, subscription, or participation in a survey.

 

Having a chat on your website is an effective way to provide an additional contact line for your customers.

 

Guide on How to Integrate a Chat on Your Website

Now that you know what a chat is and the advantages it can bring to your small business, it's time to learn step by step what you should do to integrate it into your website and start using it:

 

  1. Select the chat provider: Choose the tool with which you want to insert the chat on your website. On the internet, you can find multiple options, both free and paid, that offer various functions.

  2. Insert the code into your website's manager: Install the chat plugin or template from your provider on your website's content management system (CMS) to add it and start using it.

  3. Customize your chat: Configure your new tool according to your company's needs, including options such as design and notifications.

  4. Conduct tests: Verify that the chat works perfectly according to your needs and is suitable for users to start a conversation with you.

 

Additionally, before starting to use this new tool, it's essential to specify the tone and style of your messages when responding. It's also important to develop an action protocol to address potential reputation crises and monitor the most frequently asked questions from your customers, implementing necessary changes to enhance their experience on your business website.

 

¡Use these tools!

Now that you have everything ready to add a chat to your website, we're going to show you some tools you can use. Remember that in the market, you can find other options.

  1. Oct8ne: It is a chat provider that allows the use of an artificial intelligence system that automatically generates responses. It also offers the possibility of assigning a specific message to a person to provide individualized and detailed assistance to a customer.

  2. Zendesk: This tool, in addition to providing a direct and written communication channel between a user and your business, allows you to create assistance groups or forums.

  3. Smartsupp: It is a very user-friendly platform. It has a free version that you can upgrade to a paid one for additional features.

  4. WhatsApp Business API: The well-known instant messaging provider offers an application that allows you to integrate your WhatsApp Business account on your website and conduct the first 1,000 monthly conversations for free.

 

Integrating a chat on your website is useful and efficient for improving your customers' experience when navigating your website. Moreover, there are multiple options for you to choose the one that best suits your specific needs and allows you to address users' inquiries comfortably.

Remember that you can find more tips on how to digitize your small business on our social media. Follow us on LinkedIn and X!

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