Web Chat VS Live Chat - What's the difference, why do you need them & how to implement them

Web chat and live chat are both effective tools for engaging with website visitors and providing support.

A web chat that is integrated into a website refers to a chat feature that is similar to a form that you fill out on website, providing your contact details (email and phone number typically) and a representative will get back to you whenever they are back online.

A live chat that is also integrated into a website, allowing visitors to communicate with a customer service representative or support agent live (or an AI version of them), right there and then.

Both options provide a convenient way for visitors to get their questions answered or obtain assistance without having to leave the website. Unlike traditional methods such as phone calls or email, web chat offers immediate responses and can help visitors navigate through the website more efficiently.

A live chat takes the concept of web chat a step further by offering immediate access to a representative. Live chat typically involves using software or a platform that enables businesses to have real-time conversations with customers or potential clients.

This type of chat allows for a more personalized and interactive experience, as it eliminates the need for back-and-forth email exchanges or the frustration of waiting on hold during a phone call.

Here are a few common use cases of where you could use web chats or live chats:

• Customer Support: Immediate assistance to customer queries, enhancing satisfaction and loyalty.

• Sales Assistance: Engage potential buyers on websites, providing instant information and nudging towards purchase.

• Feedback Collection: Real-time gathering of user feedback to improve products/services.

• Technical Support: Quick resolution of technical issues, improving user experience.

• Appointment Booking: Streamlining the process of scheduling meetings or services directly through chat.

• Order Tracking: Providing updates and answering questions about orders directly through chat.

• Product Recommendations: Offering personalized product suggestions based on customer preferences and browsing history.

• Event Registration: Facilitating the process of signing up for events or webinars through a chat interface.

• Crisis Management: Offering immediate communication during emergencies or outages to provide updates and support.

• Onboarding Guidance: Assisting new users or customers through the onboarding process to ensure a smooth transition.

How to implement web chat or live chat into any website

Implementing web chat or live chat into a website is a straightforward process that can greatly enhance the user experience and increase customer engagement. To get started, the first step is to sign up for a reliable and user-friendly chat software like CMH.

The next step is to add your brand colors to the chat and a photo of one of your representatives.

Then decide whether or not you would like it to be a web chat or a live chat.

1) Should you choose a web chat, the next step is to decide what kind of data you would like to collect. e.g. email, phone number, name, etc. and toggle on the web chat feature.

Now you can turn this on and off on each funnel or website as you see fit.

You can also integrate both, the web chat and the live chat into other sites, such as Wordpress. For this, simply go ahead and copy the code under sites > web chat and integrate it into the footer section of your Wordpress site.

After inserting the chat widget code, make sure to test it thoroughly to ensure it is functioning correctly.

2) Should you decide to use it as a Live Chat, please also set up the conversation style you would like the chat to follow.

Alternatively, you can now connect our GPT version inside a workflow to your chats as well, and provide the bot with your desired prompts, so it knows what to say when a visitor asks a question.

By using these prompts strategically, you can initiate conversations with potential customers and provide real-time assistance, ultimately improving customer satisfaction and conversion rates.

Remember, implementing web chat or live chat using AI into your website is an ongoing process.

Regularly monitor chat performance and customer feedback to identify areas for improvement.

Additionally, make sure your chat agents receive proper training to provide prompt, informative, and helpful responses to visitors' queries.

With a well-implemented web chat or live chat feature, your website can be transformed into a dynamic platform that fosters meaningful customer interactions and maximizes business growth.

What are the benefits of implementing Web Chat or Live Chat?

Some of the benefits of implementing Web Chat or Live Chat on your website include:

- Improved customer satisfaction by providing instant support.

- Increased sales and conversions through real-time assistance for potential customers.

- Better understanding of customer needs and preferences through direct interaction.

- Cost-effective compared to phone support or hiring additional staff.

- Availability 24/7, allowing customers to reach out anytime.

Get your trial on CMH right here and start implementing your web chats in a matter of minutes.