Website Chat: Enhancing User Engagement with Proven Tactics
Quick Answer
Live website chat is no longer a maybe – it’s a must-have. In fact, 30% of consumers expect to have digital access to the brands they know.
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● Key Topics
But if you’re here, you already know all of this.
You may have even been using a website chat system for months now, but aren’t getting the results you desire.
If this is the case, then you’ll find the following guide helpful. Let’s explore some of the ways you can improve your website chat response rate.
Experiment With Your Chat Widget
1. Experiment with Your Chat Widget
It’s not enough to install a chat widget on your website. This isn’t going to immediately invite customers to chat with your brand.
This is why we recommend conducting experiments to see what yields the best results. Creating a custom widget that suits your target customers is key to getting them to engage.
This includes customizing your greetings, branding, and chat button labels. You may find that a simple tweak makes your chat widget more attractive to visitors.
You can even go as far as to include real photos of the agents they’re speaking to in order to instill trust.
Promote Your Live Chat Feature
2. Promote Your Live Chat Feature
If no one knows your live chat feature is there, how will they know to use it? With proper promotion, you can invite new visitors to engage with your live chat system.
There are several ways you can increase awareness. For starters, there should be a clear and visible chat bar at the bottom of the screen that’s properly labeled.
For example, you can label it “Get Live Help” or “Speak to an Agent.”
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Advertising Live Chat in PPC Campaigns
Another option is to advertise it in a pay-per-click (PPC) campaign. No – you don’t have to go all out with a campaign advertising your live chat widget online.
But it is a good idea to talk about it in your ads. For instance, you can put in a line that live help is available now.
Ideally, you should only display these during the hours your live chat is in operation. Be sure your ads are highly-targeted so you don’t waste ad dollars on irrelevant traffic.