{"id":36020,"date":"2024-09-04T08:28:50","date_gmt":"2024-09-04T15:28:50","guid":{"rendered":"https:\/\/birdeye.com\/blog\/?p=36020"},"modified":"2024-10-29T00:15:32","modified_gmt":"2024-10-29T07:15:32","slug":"website-chat","status":"publish","type":"post","link":"https:\/\/birdeye.com\/blog\/website-chat\/","title":{"rendered":"No more losing leads; convert them as your customers with website chat"},"content":{"rendered":"\n<p>Have you ever wished for a chat solution that effortlessly connects you with your customers and keeps all those confidential chats secure?&nbsp;<\/p>\n\n\n\n<p>It\u2019s not news that today\u2019s customers prefer a quick text over the old-school phone call or email. And why wouldn\u2019t they? It\u2019s fast, convenient, and fits into a seamless customer experience.&nbsp;<\/p>\n\n\n\n<p>In this blog, we explore webchat, livechat, and chatbots, their features and benefits, and how they can transform <a href=\"https:\/\/birdeye.com\/blog\/importance-of-effective-business-communication\/\">business communication<\/a> strategies.<\/p>\n\n\n\n<div class=\"wp-block-yoast-seo-table-of-contents yoast-table-of-contents\"><h3>Table of contents<\/h3><ul><li><a href=\"#h-what-is-website-chat\" data-level=\"2\">What is website chat?<\/a><ul><li><a href=\"#h-website-with-chat-feature-how-can-it-help-your-business\" data-level=\"3\">Website with chat feature &#8211; How can it help your business?<\/a><\/li><li><a href=\"#h-livechat-and-chatbots\" data-level=\"3\">Livechat and chatbots<\/a><\/li><\/ul><\/li><li><a href=\"#h-how-to-use-website-chat\" data-level=\"2\">How to use website chat?<\/a><ul><li><a href=\"#h-how-does-livechat-work\" data-level=\"3\">How does livechat work?<\/a><\/li><li><a href=\"#h-effective-livechat-scripts-examples\" data-level=\"3\">Effective livechat scripts (examples)<\/a><\/li><li><a href=\"#h-how-to-use-chatbots-for-website-chat\" data-level=\"3\">How to use chatbots for website chat?<\/a><\/li><li><a href=\"#h-chatbot-examples\" data-level=\"3\">Chatbot examples<\/a><\/li><\/ul><\/li><li><a href=\"#h-how-do-you-use-website-chat-to-grow-your-business\" data-level=\"2\">How do you use website chat to grow your business?<\/a><ul><li><a href=\"#h-how-to-grow-your-business-with-livechat\" data-level=\"3\">How to grow your business with livechat?<\/a><\/li><li><a href=\"#h-website-chat-to-text-a-case-for-business-texting\" data-level=\"3\">Website chat to text: A case for business texting <\/a><\/li><li><a href=\"#h-using-website-chat-for-support\" data-level=\"3\">Using website chat for support<\/a><\/li><li><a href=\"#h-how-to-choose-the-best-livechat-software\" data-level=\"3\">How to choose the best livechat software?<\/a><\/li><\/ul><\/li><li><a href=\"#h-frequently-asked-questions-about-website-chat\" data-level=\"2\">Frequently asked questions about website chat<\/a><\/li><li><a href=\"#h-use-birdeye-s-webchat-to-deliver-a-top-notch-communication-experience\" data-level=\"2\">Use Birdeye\u2019s Webchat to deliver a top-notch communication experience<\/a><\/li><\/ul><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-what-is-website-chat\">What is website chat?<\/h2>\n\n\n\n<p>Website chat is a chat feature on your website that allows visitors to ask you questions in real time. Website chat connects you with website visitors quickly and efficiently, helping your business <a href=\"https:\/\/birdeye.com\/blog\/how-to-surpass-your-competitors-by-focusing-on-customer-experience\/\">surpass your competitors<\/a> by creating a memorable customer experience.<\/p>\n\n\n\n<p>There are two types of website chats that your business can utilize:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Livechat<\/strong><\/li>\n\n\n\n<li><strong>Webchat<\/strong><\/li>\n<\/ul>\n\n\n\n<p>Livechat uses a live representative to chat online with your customers to answer questions in real-time.<\/p>\n\n\n\n<p>But, no business can have live representatives available online 24\/7. This is when webchat comes in handy. Webchat makes your website \u2018textable\u2019 when real-time chat is not possible.<\/p>\n\n\n\n<p>Customers click on the chat widget on your website and fill in their name and phone number, and your business texts them a response when it can. Both livechat and webchat have benefits, and these features will be examined further throughout this article.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-website-with-chat-feature-how-can-it-help-your-business\">Website with chat feature &#8211; How can it help your business?<\/h3>\n\n\n\n<p>A website with a chat feature is something customers have begun to expect from any business. Aside from keeping up with customer expectations, website chat software is great for your business because:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Website chat is convenient<\/h3>\n\n\n\n<p>Customers don\u2019t need to navigate your website to find an \u201cFAQ\u201d or a \u201cContact Us\u201d section. Instead, they can find the chat widget almost immediately and know where to get their questions answered.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Website chat is immediate<\/h3>\n\n\n\n<p>With website chat, customers don\u2019t need to wait for an email response or drop everything to make a phone call. The longer your business takes to get back to a customer, the more likely they are to seek out a competitor. You need to strike while the iron is hot. With website chat, you can answer questions almost immediately.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Website chat is easy to use<\/h3>\n\n\n\n<p>Website chat tools are straightforward. When your customers click on the chat widget, they don\u2019t need to follow a drawn-out process to ask their questions.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Website chat leads to new deals<\/h3>\n\n\n\n<p>By providing website visitors with a convenient and easy-to-use platform to answer their questions, website chat helps your business get new deals.&nbsp;<\/p>\n\n\n\n<pre class=\"wp-block-preformatted has-background\" style=\"background-color:#ccffff\">Words for the wise: Explore the <a href=\"https:\/\/birdeye.com\/blog\/7-reasons-why-webchat-is-important-for-your-business\/\">7 reasons why Webchat is important for your business <\/a><\/pre>\n\n\n\n<p>No matter what industry you work in, website chat is a tool you cannot do without.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-livechat-and-chatbots\">Livechat and chatbots<\/h3>\n\n\n\n<p>Livechat and chatbots are two complementary products that can help your business respond to customer questions in real-time.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">What are the benefits of livechat?<\/h3>\n\n\n\n<p>In a world where instant gratification and quick responses are highly valued, and companies spend in millions to retain customers, livechat is a powerful tool to meet these expectations. Therefore, understanding the benefits of livechat is crucial to improving customer service, sales, and overall user experience. Here are the top reasons:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Enhanced customer satisfaction:<\/strong> Livechat offers instant assistance, reducing wait times and improving the <a href=\"https:\/\/birdeye.com\/blog\/customer-service-experience\/\">customer service experience<\/a>.<\/li>\n\n\n\n<li><strong>Increased sales and conversion rates:<\/strong> Real-time responses to customer queries can positively impact purchasing decisions and boost conversions.<\/li>\n\n\n\n<li><strong>Cost-effectiveness:<\/strong> Livechat is more affordable than traditional phone support and allows agents to handle multiple chats at once.<\/li>\n\n\n\n<li><strong>Gathering valuable insights<\/strong>: Interactions via livechat provide data about customer preferences and issues, useful for informing business strategies.<\/li>\n\n\n\n<li><strong>Building long-term customer relationships: <\/strong>Personalized interactions through livechat can foster trust and loyalty.<\/li>\n\n\n\n<li><strong>Competitive advantage:<\/strong> Livechat can distinguish a business from competitors without instant support.<\/li>\n\n\n\n<li><strong>Versatility across industries: <\/strong>Livechat is adaptable and beneficial in various sectors, enhancing customer engagement.<\/li>\n<\/ul>\n\n\n\n<p>However, there are unique benefits to using a chatbot as well. To answer your customer\u2019s questions with the same immediacy as a livechat representative, you can automate the process by letting a chatbot answer commonly asked questions.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">What are the benefits of the chatbot?<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Easily answer FAQs<\/strong>: With a chatbot, you can enter variations of FAQs that your business receives. <\/li>\n<\/ul>\n\n\n\n<pre class=\"wp-block-preformatted has-background\" style=\"background-color:#cdffe2\">Here are a few questions that can be addressed via a chatbot \u2014 \n\n<strong>1. What\u2019s your address?&nbsp;\n2. What time do you open?&nbsp;\n3. Do you accept Visa payments?<\/strong><\/pre>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Round-the-clock availability: <\/strong>They can provide continuous customer support, even outside of standard business hours.<\/li>\n\n\n\n<li><strong>Efficiency in handling inquiries: <\/strong>Chatbots can quickly manage and respond to routine questions, saving time for both customers and staff.<\/li>\n\n\n\n<li><strong>Cost reduction: <\/strong>Automating customer service with chatbots can lower operational expenses.<\/li>\n\n\n\n<li><strong>Rapid response times: <\/strong>They offer instant replies to customer queries, enhancing user satisfaction.<\/li>\n\n\n\n<li><strong>Insightful data collection<\/strong>: Chatbots gather useful data from their interactions, offering insights into customer preferences and behaviors.<\/li>\n\n\n\n<li><strong>Seamless integration:<\/strong> They can be <a href=\"https:\/\/birdeye.com\/blog\/crm-integration-guide\/\">integrated<\/a> across various digital platforms, ensuring a consistent user experience.<\/li>\n\n\n\n<li><strong>Lead generation support: <\/strong>Chatbots can engage and qualify potential leads effectively.<\/li>\n\n\n\n<li><strong>Personalized interactions:<\/strong> They can be programmed for customized communication, improving customer engagement.<\/li>\n<\/ul>\n\n\n\n<p>There are cases to be made for both <a href=\"https:\/\/birdeye.com\/blog\/website-chat\/\">livechat and chatbot<\/a>. This is why many businesses decide to use both. They utilize livechat during the day and chatbots during breaks or after business hours. For these reasons, livechat and chatbot can work in tandem to deliver optimal <a href=\"https:\/\/birdeye.com\/blog\/customer-experience\/\">customer experience<\/a>.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<pre class=\"wp-block-preformatted has-background\" style=\"background-color:#ccffff\"><strong>Our customers, their stories: \n<\/strong>\n<em>Through Webchat, clients are able to get quick information either through the automated AI bot Robin or our agents without searching pages on our website. Having a tool like Webchat where we can serve clients right away and get them the information they need, helps jumpstart processes. \n<\/em>\n<strong>- Steven Greer, COO, Genesis Counseling  <\/strong><\/pre>\n<\/blockquote>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-how-to-use-website-chat\">How to use website chat?<\/h2>\n\n\n\n<p>You know the difference between livechat, chatbots, and webchat, but how can you use them effectively for your business?<\/p>\n\n\n<div class=\"wp-block-image size-large\">\n<figure class=\"aligncenter is-resized\"><img decoding=\"async\" src=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/How-to-use-website-chat-1024x920.png\" alt=\"website chat \" class=\"wp-image-36024\" width=\"582\" height=\"522\" srcset=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/How-to-use-website-chat-1024x920.png 1024w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/How-to-use-website-chat-300x270.png 300w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/How-to-use-website-chat-768x690.png 768w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/How-to-use-website-chat-810x728.png 810w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/How-to-use-website-chat-1140x1025.png 1140w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/How-to-use-website-chat.png 1365w\" sizes=\"(max-width: 582px) 100vw, 582px\" \/><\/figure>\n<\/div>\n\n\n<h3 class=\"wp-block-heading\" id=\"h-how-does-livechat-work\">How does livechat work?<\/h3>\n\n\n\n<p>As mentioned before, livechat uses a live representative to online chat with your customers to answer questions in real time. livechat support offers your customers a quick, personalized response, helping your customers have a better customer experience.<\/p>\n\n\n<div class=\"wp-block-image size-large\">\n<figure class=\"aligncenter is-resized\"><img decoding=\"async\" src=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Omni-Mart-example-931x1024.png\" alt=\"\" class=\"wp-image-36025\" width=\"389\" height=\"427\" srcset=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Omni-Mart-example-931x1024.png 931w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Omni-Mart-example-273x300.png 273w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Omni-Mart-example-768x845.png 768w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Omni-Mart-example-1397x1536.png 1397w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Omni-Mart-example-810x891.png 810w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Omni-Mart-example-1140x1254.png 1140w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Omni-Mart-example.png 1686w\" sizes=\"(max-width: 389px) 100vw, 389px\" \/><\/figure>\n<\/div>\n\n\n<p>You can get livechat software for your website through a livechat website plugin. The livechat software you choose should be customizable and designed to integrate easily with your website for a smooth user experience.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-effective-livechat-scripts-examples\">Effective livechat scripts (examples)<\/h3>\n\n\n\n<p>If your business is new to livechat software, it can be helpful to give your employees scripts to follow when answering customer queries. This will help your employees to answer confidently and equip them to handle many different scenarios.<\/p>\n\n\n\n<p><strong>Greeting scripts:<\/strong><\/p>\n\n\n\n<pre class=\"wp-block-preformatted has-background\" style=\"background-color:#ebffca\">- Hello, welcome to [business name]! Let me know if there is any way I can assist you.\n\n- Hello, thank you visiting [business name]. You\u2019re speaking to [agent name]. How can I help you?\n\n- Welcome to [business name]! My name is [name of customer representative]. Please let me know if there is anything I can help you with!<\/pre>\n\n\n\n<p><strong>Scripts for asking for clarification:<\/strong><\/p>\n\n\n\n<pre class=\"wp-block-preformatted has-background\" style=\"background-color:#ebffca\">- Hello, [customer name]. What do you need assistance with today? Is there something specific you are looking for that you can\u2019t find? [Business name] is here to serve you!\n\n- My apologies, [customer name], I\u2019m having trouble understanding your question. Can you please explain if there is something specific I can help you with?<\/pre>\n\n\n\n<p><strong>Scripts to apologize to an unsatisfied customer:<\/strong><\/p>\n\n\n\n<pre class=\"wp-block-preformatted has-background\" style=\"background-color:#ebffca\">- I\u2019m so sorry to hear you are upset [customer name]. We pride ourselves on our service at [business name]. Please let us know what we can do to make this right.\n\n- I apologize for your negative experience, [customer name]. Please let me know if there is anything I can do to fix it.\n\n- I\u2019m so sorry [customer name] that you had that issue. Let me look into it and see what I can do!<\/pre>\n\n\n\n<p><strong>Scripts to use when you want to put the chat on a brief hold:<\/strong><\/p>\n\n\n\n<pre class=\"wp-block-preformatted has-background\" style=\"background-color:#ebffca\">- Hi [customer name], I will need to do some research to answer your question. Hold on for just a moment while I search for the answer.\n\n- [Customer name], please wait just a moment while I find the answer to your question. I\u2019ll be right back.\n\n- Hi [customer name]. Wait for just a moment while I find the right person to answer your question. I appreciate your patience!<\/pre>\n\n\n\n<p><strong>Strong sign-off scripts:<\/strong><\/p>\n\n\n\n<pre class=\"wp-block-preformatted has-background\" style=\"background-color:#ebffca\">- Thank you for helping me assist you today, [customer name]. Have a great day!\n- Thank you for your patience, [customer name]. I hope we have solved the issue to your satisfaction. Have a good day, and thank you for shopping with [business name].<\/pre>\n\n\n\n<p>When your employees have the tools to succeed, they can help customers more easily and secure a better customer experience for your business.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-how-to-use-chatbots-for-website-chat\">How to use chatbots for website chat?<\/h3>\n\n\n\n<p>To make sure your business is using chatbot software well, focus on what a customer should get from an interaction with a chatbot. An effective chatbot will:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Respond quickly<\/li>\n\n\n\n<li>Respond accurately<\/li>\n\n\n\n<li>Provide basic customer service<\/li>\n\n\n\n<li>Refer the customer to an agent if necessary<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Respond quickly<\/strong><\/h4>\n\n\n\n<p>But not too quickly: If your business is using a chatbot, it\u2019s likely you are doing so to provide customers with a quick response to questions.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Answer promptly: When chatbots take too long to address a customer concern, your business wastes valuable time and resources.<\/li>\n<\/ul>\n\n\n\n<p>On the other hand, if your chatbot responds too quickly, it can make customers uncomfortable.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Make it feel like a conversation<\/strong>: If the chatbot is too fast, it can feel almost like the chatbot is detecting the customer\u2019s need before they\u2019ve fully communicated it. The key to an effective chatbot is providing a conversational response, both in tone and timing.<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Respond accurately<\/strong><\/h4>\n\n\n\n<p>Your chatbot must respond to customer queries with relevant and accurate information. While human error can\u2019t always be predicted, try to identify multiple ways customers may ask the same question so that the chatbot can respond accurately.<\/p>\n\n\n\n<pre class=\"wp-block-preformatted has-background\" style=\"background-color:#ebffca\">For example, if a customer would like to know your address, you\u2019d want the chatbot to respond with your building number, street, city, and ZIP code. But there are multiple ways to ask for this information, like: \n\n\u201cWhere are you located?\u201d \n\u201cWhat is your address?\u201d \n\u201cWhere can I reach you?\u201d<\/pre>\n\n\n\n<p>If you don\u2019t account for these variations in your chatbot, it may not deliver your customers the correct answer to their questions.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Provide basic customer service<\/strong><\/h4>\n\n\n\n<p>Some customer service concerns are too complicated for a chatbot and will need to be resolved over business text or livechat. However, there are some basic customer service questions that your chatbot can \u2014 and should \u2014 handle. Good questions for chatbot include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u201cWhat services do you offer?\u201d<\/li>\n\n\n\n<li>\u201cDo you accept credit cards?\u201d<\/li>\n\n\n\n<li>\u201cWhat are your Business hours?\u201d<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Refer the customer to an agent if necessary<\/strong><\/h4>\n\n\n\n<p>If the customer query or request is too complicated for a chatbot to understand, make sure there is a specific plan in place so that customers can quickly be redirected to the proper channel to have their questions answered.<\/p>\n\n\n<div class=\"wp-block-image size-large\">\n<figure class=\"aligncenter is-resized\"><img decoding=\"async\" src=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Auto-group-example-png-1024x978.png\" alt=\"website chat \" class=\"wp-image-36026\" width=\"629\" height=\"600\" srcset=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Auto-group-example-png-1024x978.png 1024w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Auto-group-example-png-300x287.png 300w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Auto-group-example-png-768x734.png 768w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Auto-group-example-png-1536x1468.png 1536w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Auto-group-example-png-810x774.png 810w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Auto-group-example-png-1140x1089.png 1140w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Auto-group-example-png-24x24.png 24w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Auto-group-example-png.png 1683w\" sizes=\"(max-width: 629px) 100vw, 629px\" \/><\/figure>\n<\/div>\n\n\n<h3 class=\"wp-block-heading\" id=\"h-chatbot-examples\">Chatbot examples<\/h3>\n\n\n\n<p>Here are a couple of chatbot examples to demonstrate what certain companies are doing right:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Home Genius<\/strong>&nbsp;helps customers find contractors and book estimates through the help of their nifty chatbot. Customers click through a few questions by selecting one of the answer options at a time. Depending on which questions you select, the chatbot directs you to the proper channel.<\/li>\n<\/ul>\n\n\n<div class=\"wp-block-image size-large\">\n<figure class=\"aligncenter is-resized\"><img decoding=\"async\" src=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Chatbot-example-1024x997.png\" alt=\"website chat \" class=\"wp-image-36027\" width=\"575\" height=\"560\" srcset=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Chatbot-example-1024x997.png 1024w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Chatbot-example-300x292.png 300w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Chatbot-example-768x748.png 768w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Chatbot-example-810x789.png 810w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Chatbot-example-1140x1110.png 1140w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Chatbot-example-24x24.png 24w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Chatbot-example-48x48.png 48w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Chatbot-example.png 1371w\" sizes=\"(max-width: 575px) 100vw, 575px\" \/><\/figure>\n<\/div>\n\n\n<p><strong>Amtrak<\/strong>, the passenger railroad service, has a fantastic chatbot named Julie. This chatbot can direct you to the proper train timetable, offer you information about how to buy tickets, and answer other FAQs.<\/p>\n\n\n<div class=\"wp-block-image size-large\">\n<figure class=\"aligncenter is-resized\"><img decoding=\"async\" src=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Virtual-assistant-1018x1024.png\" alt=\"website chat \" class=\"wp-image-36028\" width=\"574\" height=\"577\" srcset=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Virtual-assistant-1018x1024.png 1018w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Virtual-assistant-298x300.png 298w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Virtual-assistant-150x150.png 150w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Virtual-assistant-768x772.png 768w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Virtual-assistant-65x65.png 65w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Virtual-assistant-810x815.png 810w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Virtual-assistant-24x24.png 24w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Virtual-assistant-48x48.png 48w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Virtual-assistant-96x96.png 96w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Virtual-assistant.png 1062w\" sizes=\"(max-width: 574px) 100vw, 574px\" \/><\/figure>\n<\/div>\n\n\n<h2 class=\"wp-block-heading\" id=\"h-how-do-you-use-website-chat-to-grow-your-business\">How do you use website chat to grow your business?<\/h2>\n\n\n\n<p>You know how these tools work, and you understand their benefits. Now, how can you use them to take your business to the next level?<\/p>\n\n\n<div class=\"wp-block-image size-large\">\n<figure class=\"aligncenter is-resized\"><img decoding=\"async\" src=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Using-website-chat-to-grow-your-business--1024x745.png\" alt=\"website chat \" class=\"wp-image-36029\" width=\"545\" height=\"396\" srcset=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Using-website-chat-to-grow-your-business--1024x745.png 1024w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Using-website-chat-to-grow-your-business--300x218.png 300w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Using-website-chat-to-grow-your-business--768x559.png 768w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Using-website-chat-to-grow-your-business--1536x1118.png 1536w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Using-website-chat-to-grow-your-business--810x589.png 810w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Using-website-chat-to-grow-your-business--1140x829.png 1140w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Using-website-chat-to-grow-your-business-.png 1707w\" sizes=\"(max-width: 545px) 100vw, 545px\" \/><\/figure>\n<\/div>\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<pre class=\"wp-block-preformatted has-background\" style=\"background-color:#ebffca\"><strong>Our customers, their stories: \n<\/strong>\n<em>People tend to come to us when they should have come months or years before. And the sooner we can make that connection and get them started on their journey, the sooner they will receive services. We really found that the Webchat feature from Birdeye has been instrumental in jumpstarting using <a href=\"https:\/\/birdeye.com\/blog\/utilizing-ai-for-effective-customer-communications\/\">AI for effective customer communications. <\/a>\n\nThrough Webchat, clients are able to get quick information either through the automated AI bot Robin or through our agents on exactly what they need without searching pages on our website. Having a tool like Webchat where we can serve clients right away and get them the information they need, helps jumpstart processes.&nbsp;<\/em>\n\n<strong>Steven Greer, COO, Genesis Counseling <\/strong><\/pre>\n<\/blockquote>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-how-to-grow-your-business-with-livechat\">How to grow your business with livechat?<\/h3>\n\n\n\n<p>While chatbot is less expensive in the long run, there are many reasons why livechat may be a better option for your business.<\/p>\n\n\n\n<p><strong>Livechat provides a personal touch<\/strong><\/p>\n\n\n<div class=\"wp-block-image size-large\">\n<figure class=\"aligncenter is-resized\"><img decoding=\"async\" src=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Livechat-example-1020x1024.png\" alt=\"website chat \" class=\"wp-image-36030\" width=\"497\" height=\"499\" srcset=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Livechat-example-1020x1024.png 1020w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Livechat-example-300x300.png 300w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Livechat-example-150x150.png 150w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Livechat-example-768x771.png 768w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Livechat-example-65x65.png 65w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Livechat-example-810x813.png 810w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Livechat-example-1140x1145.png 1140w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Livechat-example-24x24.png 24w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Livechat-example-48x48.png 48w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Livechat-example-96x96.png 96w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Livechat-example.png 1485w\" sizes=\"(max-width: 497px) 100vw, 497px\" \/><\/figure>\n<\/div>\n\n\n<p><strong>Livechat can handle complicated requests.<\/strong><\/p>\n\n\n<div class=\"wp-block-image size-large\">\n<figure class=\"aligncenter is-resized\"><img decoding=\"async\" src=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Complicated-requests-1024x643.png\" alt=\"website chat \" class=\"wp-image-36031\" width=\"470\" height=\"295\" srcset=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Complicated-requests-1024x643.png 1024w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Complicated-requests-300x188.png 300w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Complicated-requests-768x483.png 768w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Complicated-requests-320x200.png 320w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Complicated-requests-810x509.png 810w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Complicated-requests-1140x716.png 1140w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Complicated-requests.png 1485w\" sizes=\"(max-width: 470px) 100vw, 470px\" \/><\/figure>\n<\/div>\n\n\n<p><strong>Livechat can understand human error<\/strong><\/p>\n\n\n<div class=\"wp-block-image size-large\">\n<figure class=\"aligncenter is-resized\"><img decoding=\"async\" src=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Human-error-1024x354.png\" alt=\"\" class=\"wp-image-36032\" width=\"518\" height=\"179\" srcset=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Human-error-1024x354.png 1024w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Human-error-300x104.png 300w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Human-error-768x265.png 768w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Human-error-810x280.png 810w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Human-error-1140x394.png 1140w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Human-error.png 1485w\" sizes=\"(max-width: 518px) 100vw, 518px\" \/><\/figure>\n<\/div>\n\n\n<pre class=\"wp-block-preformatted has-background\" style=\"background-color:#ccffff\">While you're here, check out <a href=\"https:\/\/birdeye.com\/blog\/how-to-use-chatbots-for-converting-leads-on-autopilot-infographic\/\">this infographic on converting leads with chatbots<\/a>.<\/pre>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-website-chat-to-text-a-case-for-business-texting\">Website chat to text: A case for business texting <\/h3>\n\n\n\n<p>With all of this talk about livechat and chatbots, it is important to also address the benefits of text-based chat as well. Text-based chat, also called webchat, is when a customer goes to your website, clicks the chat widget, fills out their name, phone number, and question, and your business responds via text. There are some unique benefits to utilizing webchat.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Easy two-way communication,<\/strong>&nbsp;for when you need to leave your desk. Through webchat business texting you can answer customer questions even when you are out of the office.<\/li>\n\n\n\n<li><strong>Reliable way to continue communication<\/strong> -Think about situations where the Internet is glitchy or your website visitor simply must move away from the website. It\u2019s easy to lose contact in such scenarios \u2013 but not when you have business texting-based website chat. A good website chat should be able to continue the conversation via text.<\/li>\n<\/ul>\n\n\n\n<p>Webchat business texting is a great tool to use as a backup. With webchat business texting paired with livechat and chatbots, you will never be out of reach from your customers.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-using-website-chat-for-support\">Using website chat for support<\/h3>\n\n\n\n<p>Did you know that customers prefer using website chat for customer support? Livechat has a 73% satisfaction rate, beating both phone calls and emails for customer service. But, what about livechat makes it so useful for customer service?<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Immediate answers with no inconvenience<\/strong><\/h4>\n\n\n\n<p>What used to require waiting on hold for hours, customers can now receive in seconds. Customers can get immediate feedback on their questions and concerns, all while watching TV or checking their email in another browser tab.<\/p>\n\n\n<div class=\"wp-block-image size-large\">\n<figure class=\"aligncenter is-resized\"><img decoding=\"async\" src=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Websibe-chat-for-support-1024x633.png\" alt=\"website chat \" class=\"wp-image-36033\" width=\"533\" height=\"329\" srcset=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Websibe-chat-for-support-1024x633.png 1024w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Websibe-chat-for-support-300x185.png 300w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Websibe-chat-for-support-768x475.png 768w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Websibe-chat-for-support-810x501.png 810w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Websibe-chat-for-support-1140x705.png 1140w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Websibe-chat-for-support.png 1485w\" sizes=\"(max-width: 533px) 100vw, 533px\" \/><\/figure>\n<\/div>\n\n\n<h4 class=\"wp-block-heading\"><strong>Conversation history can easily be tracked<\/strong><\/h4>\n\n\n\n<p>Customer service representatives can easily track the customer\u2019s conversation. If one representative can\u2019t complete the transaction, the conversation history can easily be shared, avoiding having a customer re-explain their situation to each new representative.<\/p>\n\n\n<div class=\"wp-block-image size-large\">\n<figure class=\"aligncenter is-resized\"><img decoding=\"async\" src=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Conversation-history-1024x455.png\" alt=\"website chat \" class=\"wp-image-36034\" width=\"524\" height=\"233\" srcset=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Conversation-history-1024x455.png 1024w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Conversation-history-300x133.png 300w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Conversation-history-768x342.png 768w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Conversation-history-810x360.png 810w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Conversation-history-1140x507.png 1140w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Conversation-history.png 1302w\" sizes=\"(max-width: 524px) 100vw, 524px\" \/><\/figure>\n<\/div>\n\n\n<h4 class=\"wp-block-heading\"><strong>Saves representatives time and money<\/strong><\/h4>\n\n\n\n<p>Handling one live conversation at a time is one of the most straightforward ways to handle customer concerns. Instead of juggling various email chains or needing to have multiple phone calls, with website chat, issues can be solved then and there. Customers get the answers they need, and representatives can close the ticket and move on to their next task.<\/p>\n\n\n\n<pre class=\"wp-block-preformatted has-background\" style=\"background-color:#cdffe2\">Read the audio guide all about webchat chat: <\/pre>\n\n\n\n<div id=\"birdeye-youtube-tnnMp3TJo5o\" class=\"ytvideo-container\"><\/div>\n<script>\n  var youtube = document.getElementById(\"birdeye-youtube-tnnMp3TJo5o\"); \n  var img = document.createElement(\"img\");\n  img.setAttribute(\"src\", \"https:\/\/i.ytimg.com\/vi\/tnnMp3TJo5o\/maxresdefault.jpg\");\n  img.setAttribute(\"class\", \"be-yt-thumb\");\n  img.setAttribute(\"width\", \"815\");\n  img.setAttribute(\"height\", \"458\");\n  img.setAttribute(\"alt\", \"A complete guide to Webchat, Livechat & Chatbots\");\n  \n  var playIcon  = document.createElement(\"div\");\n  playIcon.setAttribute(\"class\",\"play-icon\"); \/\/to add play icon on top of the image\n\n  var playBtn  = document.createElement(\"div\");\n  playBtn.setAttribute(\"class\",\"play-btn\");\n  var iconWrapper  = document.createElement(\"i\");\n  iconWrapper.setAttribute(\"class\",\"icon-wrapper\");\n\n  var iconImage = document.createElement(\"img\");\n  iconImage.setAttribute(\"src\", \"https:\/\/cdn2.birdeye.com\/version2\/v3\/components\/video\/play-btn-transparent.svg\");\n  iconImage.setAttribute(\"width\", \"80\");\n  iconImage.setAttribute(\"height\", \"80\");\n  iconImage.setAttribute(\"alt\", \"A complete guide to Webchat, Livechat & Chatbots Video play icon\");\n\n  youtube.appendChild(img);\n  iconWrapper.appendChild(iconImage);\n  playBtn.appendChild(iconWrapper);\n  playIcon.appendChild(playBtn);\n  youtube.appendChild(playIcon);\n  \n  \/\/ Attach an onclick event to the YouTube Thumbnail\n  youtube.onclick = function() {\n \n    \/\/ Create an iFrame with autoplay set to true\n    var iframe = document.createElement(\"iframe\");\n    iframe.setAttribute(\"src\", \"https:\/\/www.youtube.com\/embed\/tnnMp3TJo5o?rel=0&modestbranding=1&autohide=1&showinfo=0&controls=0&autoplay=1&border=0&wmode=opaque&enablejsapi=1\"); \n    var iframeWidth = document.querySelector('.ytvideo-container').clientWidth;\n    var iframeHeight = document.querySelector('.ytvideo-container').clientHeight;\n    iframe.setAttribute(\"style\", \"width:\"+ iframeWidth + \"px;height:\" + iframeHeight + \"px\");\n    iframe.setAttribute(\"allow\", \"autoplay\");\n\n    \/\/ Replace the YouTube thumbnail with YouTube HTML5 Player\n    this.parentNode.replaceChild(iframe, this);\n  }; \n<\/script><script type=\"application\/ld+json\">{\n  \"@context\": \"http:\/\/schema.org\",\n  \"@type\": \"VideoObject\",\n  \"name\": \"Birdeye's guide to website chat, livechat, and chatbots\",\n  \"description\": \"- [Free Guide] https:\/\/bit.ly\/3Lf6U0v - 8 best practices for converting leads with Chatbots  Website chat is a chat feature on your website that allows visitors to ask you questions in real time. It connects businesses with their website visitors quickly and efficiently \u2013 helping you deliver a fantastic customer experience and drive more leads and sales. This video guide will cover everything you need to know about Webchat, Livechat & Chatbots for your business.  =================== Excerpt from transcript: =================== How long should it take for your website visitors to have their basic questions answered?  The right answer is, as soon as possible.  By answering questions in real-time, website chat can turn website visitors into customers, helping your business close more deals. Website chat consists of livechat, chatbots, and webchat business texting. Through this video, we will discuss each one of these topics in detail, and demonstrate why website chat is a technology your business can\u2019t afford to ignore.  What is website chat? Website chat is a chat feature on your website that allows visitors to ask you questions in real-time. Website chat connects you with website visitors quickly and efficiently, helping your business deliver a fantastic customer experience.  There are two types of website chats that your business can utilize: - Livechat - Webchat  Livechat uses a live representative to chat online with your customers to answer questions in real time.  But, no business can have live representatives available online 24\/7. This is when webchat comes in handy. Webchat makes your website \u2018textable\u2019 when real-time chat is not possible. Customers click on the chat widget on your website, fill in their name and phone number, and your business texts them with a response when they are able to. There are benefits to both livechat and webchat.  In today\u2019s fast-paced world a website with a chat feature is something that customers have begun to expect from any business.   Aside from keeping up with customer expectations, website chat software is great for your business because: - Website chat is convenient. Customers can find the chat widget almost immediately and know where to get their questions answered. - Website chat is immediate. With website chat, customers don\u2019t need to wait for an email response or drop everything to make a phone call. The longer your business takes to get back to a customer, the more likely they are to seek out a competitor. You need to strike while the iron is hot. With website chat, you can answer questions almost immediately. - Website chat is easy to use. Website chat tools are straightforward. When your customers click on the chat widget, they don\u2019t need to follow a drawn-out process to ask their questions. - Website chat leads to new deals. By providing website visitors with a convenient and easy-to-use platform to answer their questions, website chat helps your business get new deals.  Benefits of Livechat: - Personal touch: Even with the best chatbot, you can\u2019t replace the personal touch that comes with using a Livechat. - Can answer complicated questions: With livechat representatives, no question is too complicated to answer. If your customer has made spelling mistakes or the language is too vague, it\u2019s not a problem for the livechat representative to ask clarifying questions to get to the root of the customer\u2019s concern.  However, there are unique benefits to using a chatbot as well. To answer your customer\u2019s questions with the same immediacy as a livechat representative, you can automate the process by letting a chatbot answer commonly asked questions.  Benefits of Chatbot: - Easily answer FAQs: With a chatbot, you can enter variations of FAQs that your business receives. Questions like \u2014 What\u2019s your address? What time do you open? Do you accept Visa payment? \u2014 can all be answered through a chatbot. - Your employees don\u2019t need to answer the same questions repeatedly. It\u2019s nice to automate these basic questions so your employees can tackle the more difficult customer queries.  There are cases to be made for both livechat and chatbot. This is why many businesses decide to use both. They utilize livechat during the day, and chatbots during breaks or after business hours. For these reasons, livechat and chatbot can work in tandem to deliver optimal customer experience.  So, no matter what industry you work in, website chat is a tool that you cannot do without.  Birdeye website chat is extremely versatile and loaded with all the functionality that you need to manage interactions with your website visitors and convert them into paying customers. And that\u2019s just the start! Make your customer\u2019s queries a top priority and deliver an exceptional customer experience. With the right platform for customer interactions, you can deploy the power of all three website chats. Get started with website chat for your business, today.\",\n  \"thumbnailUrl\": \"https:\/\/i.ytimg.com\/vi\/tnnMp3TJo5o\/default.jpg\",\n  \"uploadDate\": \"2022-09-13T16:55:06Z\",\n  \"duration\": \"PT8M56S\",\n  \"embedUrl\": \"https:\/\/www.youtube.com\/embed\/tnnMp3TJo5o\",\n  \"interactionCount\": \"196\"\n}<\/script>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-how-to-choose-the-best-livechat-software\">How to choose the best livechat software?<\/h3>\n\n\n\n<p>What should your business look for in livechat? Get a Livechat software that is: <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Website visitor friendly<\/strong>: Instead of having your livechat sit in the corner of the page, have it pop up and say \u2018hi\u2019 to the website visitor. This will grab their attention and let them know that someone will be available to speak to them if necessary.<\/li>\n\n\n\n<li><strong>Integrates with your current systems<\/strong>: Make sure your livechat software can be integrated with your website and current business software. For your live chat to be effective, it needs to work well with the systems you already have in place.<\/li>\n\n\n\n<li><strong>Customizable to fit your needs<\/strong>: Can you customize the livechat widget to suit the website? Can the chat be supported for multiple locations or multiple websites? Can I show names and pictures of chat agents in the chat window to make us look more approachable?<\/li>\n<\/ul>\n\n\n\n<pre class=\"wp-block-preformatted has-background\" style=\"background-color:#cdffe2\">We cannot skip<a href=\"https:\/\/birdeye.com\/webchat\/\"> Birdeye\u2019s Webchat<\/a>, which has become a game-changer for over 200K businesses by enabling seamless customer communication. Don\u2019t just take our word for it.&nbsp;\n\nRead what Steven Greer, COO of Genesis Counseling, a thrilled Birdeye customer, had to say:\n\nBirdeye\u2019s Webchat has significantly reduced the number of phone calls our team has to handle because they can serve more than one person at a time. Webchat provides a great HIPAA secure and encrypted platform to share confidential information.\n\nWe can instantaneously get the information they need using a secure platform that Birdeye Webchat provides.<\/pre>\n\n\n\n<p>Here are some other features that your website chat should have to make it the most powerful <a href=\"https:\/\/birdeye.com\/blog\/ai-to-improve-customer-experience\/\">customer experience management solution<\/a> for your business:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Ease of implementation<\/strong><br>It should be easy to implement livechat\/webchat on your website. You should be able to embed it even on your blog if you want to.<\/li>\n\n\n\n<li><strong>Lead capture and reporting<\/strong><br>Capture and store the contact information (e.g., Name, phone number) of your website visitors for future contact.<\/li>\n\n\n\n<li><strong>Reusable templates<\/strong><br>Create, save, and use message templates to answer frequently asked questions. This will save you time and effort.<\/li>\n\n\n\n<li><strong>Assign messages<\/strong><br>When a team member is more qualified to respond to a customer, the agent should be able to pass the conversation on to the expert.<\/li>\n\n\n\n<li><strong>Internal notes<\/strong><br>Your whole team gains a deeper understanding of a conversation by adding private notes to conversations.<\/li>\n\n\n\n<li>Notifications<br>The software should be able to support multiple ways to alert you about a new message &#8211; email, SMS, Chrome browser notification, and push notifications on your smartphone.<\/li>\n\n\n\n<li><strong>Attachments<\/strong><br>Sometimes you need to send images or brochures or simply add emojis to your conversation. Your <a href=\"https:\/\/birdeye.com\/blog\/website-chat\/\">website chat<\/a> software should be able to support all of these.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-frequently-asked-questions-about-website-chat\">Frequently asked questions about website chat<\/h2>\n\n\n\n<div class=\"schema-faq wp-block-yoast-faq-block\"><div class=\"schema-faq-section\" id=\"faq-question-1649280579484\"><strong class=\"schema-faq-question\">What is the difference between livechat and chatbot?<\/strong> <p class=\"schema-faq-answer\">The difference between livechat and chatbots is that live chat uses human communication with a live agent, while chatbots support the customer experience by using automated responses to support queries. Live chat and chatbots work together to provide a positive customer experience.\u00a0<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1649280613775\"><strong class=\"schema-faq-question\">Is chatbot and livechat the same? <\/strong> <p class=\"schema-faq-answer\">No, chatbot and livechat are not the same. Livechat offers human interaction to support conversations, and chat offers customers automated responses to help support common questions asked by customers.<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1725463302699\"><strong class=\"schema-faq-question\">What are the benefits of using website chat?<\/strong> <p class=\"schema-faq-answer\">Website chat can improve customer satisfaction, increase sales, and provide valuable insights into customer behavior. It allows you to quickly and easily answer customer questions, resolve issues, and build relationships.<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1725463328158\"><strong class=\"schema-faq-question\">Can website chat be used for sales?<\/strong> <p class=\"schema-faq-answer\">Absolutely! Website chat can be a powerful sales tool. Agents can guide visitors through the purchase process, answer questions, and address concerns in real-time.<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1725463339557\"><strong class=\"schema-faq-question\">How do I measure the effectiveness of my website chat?<\/strong> <p class=\"schema-faq-answer\">Track key metrics like conversion rates, average chat duration, customer satisfaction ratings, and sales generated through chat.<br\/>Use analytics tools like Google Analytics can provide insights into visitor behavior and chat performance.<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1725463351810\"><strong class=\"schema-faq-question\">What are some common challenges with website chat?<\/strong> <p class=\"schema-faq-answer\">Lack of trained agents. So ensure your agents have the knowledge and skills to handle customer inquiries effectively.<br\/>Technical issues<br\/>Overwhelming chat volume. So, queueing systems or chatbots should be implemented to handle high traffic.<br\/>Language barriers. That is why you can consider offering multilingual support or using translation tools.<br\/>Can website chat be integrated with other customer service channels?<br\/>Yes, website chat can be integrated with other channels like email, phone, and social media to provide a seamless customer experience.<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1725463365970\"><strong class=\"schema-faq-question\">What are some best practices for using website chat effectively?<\/strong> <p class=\"schema-faq-answer\">Be proactive: Initiate conversations with visitors instead of waiting for them to reach out.<br\/>Personalize interactions: Use the visitor&#8217;s name and reference their recent activity.<br\/>Be responsive: Aim to respond to messages within a few minutes.<br\/>Use clear and concise language: Avoid technical jargon and explain things simply.<br\/>Follow up: If a conversation is interrupted, follow up with the visitor later to resolve any outstanding issues.<\/p> <\/div> <\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-use-birdeye-s-webchat-to-deliver-a-top-notch-communication-experience\">Use Birdeye\u2019s Webchat to deliver a top-notch communication experience<\/h2>\n\n\n\n<p><a href=\"https:\/\/birdeye.com\/webchat\/\">Birdeye Webchat<\/a> is extremely versatile and loaded with all the functionality you need to manage interactions with your website visitors and convert them into paying customers.&nbsp;<\/p>\n\n\n\n<pre class=\"wp-block-preformatted has-background\" style=\"background-color:#ccffff\"><strong>Birdeye's enhanced AI capability and its impact on the business<\/strong><\/pre>\n\n\n\n<p>Its AI-driven technology offers businesses with these advantages:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Streamlines customer interactions by providing instant, efficient, and personalized communication.&nbsp;<\/li>\n\n\n\n<li>Ensures customer queries are handled promptly, enhancing the overall <a href=\"https:\/\/birdeye.com\/blog\/what-is-customer-experience-strategy\/\">customer experience strategy<\/a><s>&nbsp;<\/s><\/li>\n\n\n\n<li>Handle routine queries, improving efficiency and allowing businesses to be accessible to customers at all times.<\/li>\n\n\n\n<li>Aids in gathering valuable <a href=\"https:\/\/birdeye.com\/blog\/customer-sentiment-analysis-for-actionable-insights\/\">customer sentiment analysis<\/a>, enabling businesses to tailor their services and products more effectively.&nbsp;<\/li>\n<\/ul>\n\n\n\n<p>Overall, Birdeye\u2019s Webchat platform leverages AI to optimize customer service and drive business growth through better engagement and understanding of customer needs.<\/p>\n\n\n\n<pre class=\"wp-block-preformatted has-background\" style=\"background-color:#cdffe2\">And that\u2019s just the start! Make your customer\u2019s queries a top priority and deliver an exceptional customer experience. With the right platform for <a href=\"https:\/\/birdeye.com\/blog\/customer-messaging\/\">customer messaging<\/a> tools, you can deploy the power of all three website chats.&nbsp;<\/pre>\n\n\n\n<p>What are you waiting for?&nbsp;<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><a href=\"https:\/\/birdeye.com\/free-demo\/\"><img decoding=\"async\" src=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/NEW-Watch-Demo-Regular.png\" alt=\"Watch demo\" class=\"wp-image-46282\"\/><\/a><\/figure>\n","protected":false},"excerpt":{"rendered":"<p>Have you ever wished for a chat solution that effortlessly connects you with your customers and keeps all those confidential chats secure?&nbsp; It\u2019s not news that today\u2019s customers prefer a quick text over the old-school phone call or email. And why wouldn\u2019t they? It\u2019s fast, convenient, and fits into a seamless customer experience.&nbsp; In this [&hellip;]<\/p>\n","protected":false},"author":87,"featured_media":54913,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[8568],"tags":[],"class_list":["post-36020","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-webchat"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.5 (Yoast SEO v26.5) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Elevate Your Customer Experience with Website Chat | Birdeye<\/title>\n<meta name=\"description\" content=\"Website chat can turn visitors into customers and drive more leads and sales. 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