Embedding a live chat widget is the quickest and easiest way to improve your customer service, allowing visitors to send questions directly to your team or use pre-set Facebook auto-responses to deal with common queries.
What is a chat widget? It’s a plug-in that integrates with your site, features customized branding, and links with your existing Facebook account so you can handle all your inquiries in one place.
You can embed a Webflo chat widget through the POWR website in a few clicks and don't need to invest any time or cost in website coding to get started!
How Does Live Chat Work?
Live chat is a great way to respond to queries straight away, helping customers who need a hand to find something, or ask about your shipping policies or returns procedure, for example.
How does live chat work on a website? Your customer sees a ‘Chat Now’ or ‘Live Chat’ messaging button (it’s entirely up to you what you’d like it to say!). When they click the button, it opens a message screen with an intuitive interface replicating the functions we're all used to seeing.
The only difference from Facebook Messenger is that everything shows your branding, and you can edit the colors and footer message if you are a POWR subscriber. As a business owner, you get a ping when you have a new message, as you would with any other direct message through your Facebook page. You can send a direct response, including links to relevant website pages or products.
Can I Automate Live Chat Responses?
You can, indeed! Facebook allows you to create bespoke messages prompted by specific keywords included within your customer correspondence. These are excellent tools for providing first-class customer service and responding to as many queries as possible, even when the office is closed, or you are unavailable.
Auto-responses could include:
- Out-of-hours replies for any messages that arrive when you are closed–the message could advise when you are back open and when to expect a response or provide a link to your FAQs section
- Acknowledgments, thanking your customer for their message and promising a response as soon as possible
- Programmed replies, such as a link to your returns information or advice about where to find a technical explainer guide or another often-requested document or video
POWR Chat isn't a chatbot but embraces the technology available, effectively working as a live chat function covered by customer service representatives, with the option of adding automatic replies when necessary.
Using both strategies together is ideal if you receive a high volume of inquiries. Customers initially receive a targeted response according to the keywords used but can be directed to a team member if the question is more complex.
Adding a Live Chat Tool to Your Website
Every plug-in or app in the POWR library is designed for seamless integration and coding-free installation, so you don’t need the expertise to get your live chat feature up and running. You can check out a live demo on our website if you’d like to see how it works in action!
If you wish to install POWR Chat as a standalone feature, you can access this free of charge or benefit from upgraded tools and enhanced customization options if you're a subscriber. The editing tools are user-friendly, and you can:
- Use the POWR Editor to add content, text, and elements to your plug-in
- Customize the appearance of your live chat with the Design Panel
- Click ‘Publish’ when you’re happy to install the widget on your website
There are tons of ways to configure your live chat. For example, you can pick an emoji or avatar as your cover image, decide how long a customer needs to be on your page before the live chat bubble appears, and determine triggers. Once you have connected the widget with your existing Facebook account, you receive messages directly to your desktop, tablet, or mobile–anywhere you're logged in.
Live chat can be a great addition to your contact options to allow for maximum convenience. It can also be used as a popup for all new visitors or returning customers, as a gentle prompt to remind them you're on hand to help.
