February 18, 2025

6 New Social Channels for Seamless Customer Engagement on Chatway

Your customers expect seamless, instant communication, and as a business, you need to meet them where they are. That’s why Chatway live chat has expanded its social chat buttons to include six new communication channels: Email, WeChat, TikTok, Google Maps, Waze, and Discord.

With these new additions, your website’s chat widget becomes even more powerful, giving customers more ways to reach you. Whether they prefer messaging, social media, or navigation tools, Chatway ensures that no customer inquiry goes unanswered.

In this article, we’ll walk you through the benefits of each new channel and show you how to integrate them into your Chatway widget.

Also Read: Supercharge Your Communication with Social Chat Channels Like WhatsApp, Messenger, and More

The Benefits of Each New Channel

Every customer has a preferred way of reaching out. Some want quick replies via social media, while others need detailed email responses. Some may even need navigation assistance to visit your store. Let’s explore how each new channel can improve customer communication and boost engagement.

1. Email

Even with the rise of instant messaging, email remains an important channel for professional interactions, customer inquiries, and support tickets.

Why Add It?

• Customers often use email for detailed support requests, complaints, or formal inquiries.
• It provides a trackable conversation history for both you and your customers.
• Customers can reach out even outside your business hours.

How It Helps Your Business

• Ensures no customer request is lost in instant message overload.
• Creates a professional and organized way to handle complex queries.
• Provides flexibility for customers who prefer traditional communication.

2. WeChat 

If you have customers in China, WeChat is non-negotiable. With over 1.3 billion users, it’s the platform for messaging, payments, and business interactions in China.

Why Add It?

• Many Chinese customers prefer WeChat over traditional email or phone support.
• It allows instant messaging, voice calls, and transactions in one place.

How It Helps Your Business

• Expands your reach in Chinese-speaking markets.
• Builds trust with customers who prefer using WeChat for communication.
• Enables direct sales and marketing within the app.

3. TikTok 

Social media is no longer just a marketing tool-it’s a customer service channel. TikTok, in particular, has become a key player in brand engagement.

Why Add It?

• TikTok is where younger audiences engage with brands.
• Customers often reach out via TikTok DMs after seeing a product or service in a video.
• It enhances brand visibility and interaction.

How It Helps Your Business

• Drives traffic from TikTok to direct customer conversations.
• Provides a way to handle customer inquiries about viral content.
• Strengthens engagement with your brand’s followers.

4. Google Maps 

Many customers rely on Google Maps to locate businesses, check opening hours, and read reviews.

Why Add It?

• Customers looking for local businesses expect easy access to location details.
• It streamlines the customer journey from online browsing to in-store visits.
• It enhances local SEO by increasing interactions with your business listing.

How It Helps Your Business

• Reduces friction for customers trying to visit your store.
• Increases foot traffic by making your location more accessible.
• Strengthens credibility with visible customer reviews and ratings.

5. Waze 

While Google Maps is great for looking up businesses, Waze is the go-to app for real-time traffic updates and optimized routes.

Why Add It?

• Waze helps customers find the fastest route to your store, avoiding traffic delays.
• It’s particularly useful for businesses that rely on walk-ins, such as restaurants, retail stores, and service centers.
• Waze ads can drive targeted traffic directly to your business.

How It Helps Your Business

• Provides a one-tap solution for customers to navigate to your location.
• Reduces frustration for customers trying to find you.
• Increases conversions for physical businesses by making visits easier.

6. Discord 

Originally popular among gamers, Discord has become a powerful platform for building customer communities and offering real-time support.

Why Add It?

• Ideal for businesses that want to create active communities around their brand.
• Allows real-time engagement through voice, video, and chat channels.
• Great for SaaS companies, online communities, and membership-based businesses.

How It Helps Your Business

• Encourages brand loyalty by fostering community engagement.
• Provides an additional support channel for tech-savvy users.
• Enhances direct interactions between your brand and your customers.

How to Add the New Channels to Your Chatway Widget

Integrating these new channels is quick and easy. Here’s how you can add them to your Chatway widget:

1. Log in to Chatway and navigate to ‘Widget Settings.’
2. Click on ‘Add/Edit Social Chat Channels’ to access the new options.

3. Select the channels you want to include and add the necessary details.

4. Customize the button appearance to match your website’s branding.

5. Save and publish to make the buttons live on your website.

Once activated, these buttons will allow your customers to reach you instantly through their preferred channels.

Customizing the User Experience

Chatway live chat allows you to customize how these new channel buttons appear on your website:

• Design & Placement – Adjust the color, and channel name for easy visibility.
• Visibility Settings – Choose whether buttons appear on desktop, mobile, or both.
• Personalized Labels – Customize text like “Find Us on Google Maps” or “Join Our Discord Community.”

These customization options ensure a smooth and on-brand experience for your visitors.

Best Practices for Implementation

To make the most of these new channels, follow these best practices:

• Monitor Usage – Track which channels your customers prefer and optimize accordingly.
• Maintain Consistent Branding – Ensure all communication aligns with your brand’s tone and visuals.
• Train Your Team – Equip your customer support staff to handle inquiries across multiple platforms.
• Keep Contact Details Updated – Prevent miscommunication by regularly updating your business details.

Conclusion

With the addition of Email, WeChat, TikTok, Google Maps, Waze, and Discord, Chatway is making it easier than ever for you to connect with customers on their preferred platforms. Whether they need quick support, directions to your store, or a place to engage with your brand, these new channels ensure seamless and accessible communication. With the integration of these social channels into your chat widget, you can enhance both your online and offline presence, improve response times, and provide a more personalized customer experience that meets modern expectations.

Now is the perfect time to upgrade your customer support and communication strategy and stay ahead of the competition. 

Ready to take your customer engagement to the next level? Log in to your Chatway account now and start connecting with customers on the platforms they love most.