April 10, 2019

Does a chat function suit your website?

Average Reading time: 5 minutes, 9 seconds

On more and more websites you get the option to contact through a chat function. At scopeweb you can also ask your question via chat. Many customers who know how to find us via chat call this way of communicating "fast and nice and easy". And we think so too! You can read more about this in this article.

In addition to being quick and easy, the chat also provides more insight into how visitors use your website and what they encounter. You can continue to improve your website with this information. But beware: offering chat as a communication channel for your visitors also creates a certain expectation for your visitors. If you want to keep your visitors happy, you have to live up to that expectation.

Therefore, before you implement a chat function, determine whether this way of communicating with your visitor is suitable for you. We are happy to help you with this by giving you a checklist with 4 points to think about before adding the chat to your website.

Why would you offer a chat function?

The most important advantage of the chat is the speed with which a visitor can get an answer to his question. If a visitor encounters something when placing an order or filling in a form, he naturally wants an immediate answer to his question so that he can continue with what he was doing. A chat function prevents visitors from dropping out before placing an order or refraining from registering for a service or event. This way the chat can contribute to a higher conversion.

Intercom chat is a great example of chat functionality with great results
screenshot Intercom.com (Live chat software)

The use of a chat function gives you insight into "stumbling points" that visitors experience when using a website. Do you get a lot of questions about the content that can be found there from a certain page? This could mean that important information is missing on the website or that, from the point of view of the visitor, this is not in the right place. Are there many questions from visitors who are busy filling in a registration form? Use these questions to see whether the registration process can be simplified.

You can also actively contact your visitor. You can set the chat program to pop-up with a message to the visitor. You can compare this with a salesperson in a store that actively approaches a customer to find out customer demand and advise the customer. This option can contribute to a higher conversion on your website, but keep in mind that visitors can also experience this as disturbing.

Checklist: does a chat function suit your website?

Once a chat function has been added to your website, your visitor also expects to receive an answer to his question quickly. Use the points below to determine whether a chat function meets the expectations of your visitor:

1. Connect the chat function to the goals of your website.

As always, it is important to be clear about the purpose of your website. Based on this you can determine how a chat function connects to this. Do you want to be able to help visitors with placing an order or do you want to be able to inform them extra about a certain product or service? Then you have to place a chat button on those pages. Also make sure that the person answering the chat has the knowledge to answer the questions quickly and accurately.

2. Determine whether the chat meets the needs of your target group.

Who is your most important target group? And does this target group like to use a chat function on a website? Younger users who are used to doing business online often use the chat. This is in contrast to older visitors who often prefer contact by telephone. When you offer the possibility to chat, you incur costs for the chat application and you have to free employees who are ready to answer the chat. In short: you have to invest time and money. Do these costs outweigh the benefits?

3. Be reachable when your visitor is online.

Most organizations have someone available on workdays from 9:00 AM to 5:00 PM to answer the chat. But if your visitors are active on your website in the evenings and during the weekend, you cannot speak to the visitors when they need them. Find out what the most important moments are when your visitors are online and determine whether you are available for their questions at those moments.

4. Ensure that there are enough employees who can staff the chat.

Once your visitors know that you are using a chat as a communication channel, you must also ensure that an employee is always available to take on a conversation. Indicate clearly on the website at what times the chat is manned, so that the visitor knows where he stands. And make sure that someone is actually available at those times.

5. To work!

If you have determined on the basis of the above checklist that a chat function is a valuable addition to your website, the next step is to search for a suitable chat application. There are different providers, such as Intercom, Tawk.to, CoBrowser, Zendesk and Userlike, each with their own packages with different options. Some suppliers offer a free version with which you can experiment without obligation.

Once you have selected a chat application, you can set the chat widget, ie: the chat function that can actually be seen on your website. You can set the color of the chat button, enter a welcome message and indicate whether a customer must enter certain information before starting a chat conversation. When you have set the chat widget, a widget code is generated. Your web builder can place this for you on the website. And then ... you are ready for your first chat conversation!

Let's go!

Are you considering adding a chat feature to your website, but still have more questions about this? Send us an email and discover how chat can benefit your (online) business. Or start a chat conversation with our support department via the chat button at the bottom of this page 😄