What Is a Live Chat Widget?

Published: | By POWR

A Webflow chat widget is a smart way to enhance customer support by allowing visitors to send real-time messages to your team. You can set up a chatbot to provide automated responses or integrate live chat with Facebook Messenger, so you never miss an inquiry.

Wondering how to get live chat on your website without hiring a developer? POWR has you covered with a free live chat plugin that works on any website, using your existing Facebook account to collate all your messages in one place.

How Does a Live Chat Plugin Work?

The plug-in appears as a small ‘Contact’ or ‘Live Chat’ button on your website; you can add this to your contact pages or place a button anywhere.

When you create your live chat feature, you can choose what wording to use on the button and when it appears to your customers.

For example, you can schedule a live chat popup when a new customer has been reading your product page for over a minute or if a customer is lingering at checkout and needs help answering a shipping question.

POWR Chat allows you to receive direct messages from your customers or website visitors through your Facebook Messenger account, although the interface they see is customized to your brand.

The benefit for business owners is that they can offer 24/7 customer support without having an around-the-clock team monitoring emails or answering the phone.

What Is the Difference Between Live Chat and a Chatbot?

Although these plug-ins sound similar, they are slightly different. Chatbots are normally AI-enabled but don’t allow connecting with a real-life person if a customer has a more complex question.

Live chat typically connects with a customer services representative, but our Facebook-integrated solution combines the best of both worlds! Creator Studio is a feature available to businesses using Facebook Messenger; here you can:

  • Set up automated greetings or acknowledgments to new messages
  • Reply with a standardized response to a common question
  • Provide quick answers to requests for contact information or your address
  • Request a customer to leave feedback with a link to your Facebook reviews

The advantage is that you can provide always-on customer support, immediate replies, and useful information to add value to your visitor experiences with the speed and efficiency of social media messaging.

Benefits of Adding a Chat Widget to Your Website

There is a strong case for adding a live chat widget, particularly if you cater to customers in different time zones who may expect support outside your usual working hours.

You can manage live chat messages via your mobile or any device, enabling remote customer service wherever you are.

The goal is to improve customer experiences, with significant savings compared to hiring additional support staff. There are some compelling statistics:

  • 38% of shoppers are likelier to buy something from a brand that offers live, on-demand customer support.
  • 51% would return to a brand if they received a satisfactory response from a live customer service representative.

Part of the equation relates to customer trust–if they are shopping online with a brand they were previously unfamiliar with, live chat demonstrates a credible business with a support team available to provide assistance whenever necessary.

Chat widgets are equally useful for start-ups and small businesses as for larger enterprises. The time spent dealing with each inquiry is substantially less than a phone call, and you can deal with multiple messages simultaneously.

Customizing Your POWR Chat Widget

All POWR plugins and widgets are customizable, so you can create an on-brand messaging interface that will optimize your website, and improve your customer experience.

A few quick design tips you should try are editing the colors, layout format, styling, chat avatar, and triggers that will determine how your live chat will appear.

Automated messages, such as a welcome greeting, are a great, low-effort way to make new customers feel welcome and valued and invite them to submit any questions they may have.

Chats are managed through your Facebook Messenger app, so you can delegate responsibility for responding to different team members.

You can also handle any out-of-hours messages through your mobile, or set up quick replies with links or useful information to ensure your customers can access support at any time of day or night.

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