April 17, 2024

How to Add Live Chat to a Wix Site with Chatway

In today’s world, offering real-time customer support is no longer a luxury but a necessity. Live chat allows you to connect with website visitors instantly, answer their questions, and address concerns as they arise. This can significantly improve customer satisfaction, boost sales conversions, and build trust in your brand. If you have a Wix website and are looking to add a live chat feature, Chatway is a great option to consider. This user-friendly app integrates seamlessly with Wix, enabling you to set up real-time chat functionality in minutes.

Why Choose Chatway for Your Wix Live Chat?

Here are some reasons why Chatway stands out as a great choice for adding live chat to your Wix website:

• Affordability: Currently, all of Chatway’s features are accessible for free. This is great if you are on a budget and looking to save some money.
• Easy Integration: Chatway integrates effortlessly with Wix websites. No coding knowledge is required, making it ideal for users of all technical backgrounds.
• Customization Options: Enjoy multiple customization options to personalize the chat window to match your website’s branding. You can adjust colors, logos, and button sizes to create a cohesive user experience.
• Enhanced Functionality: Chatway offers valuable features like chat history, segmentation, pre-chat form, multi language support, and file sharing capabilities, streamlining communication with your customers.
• Mobile Apps: Chatway offers mobile applications available on Android and iOS platforms.

You can also see how Chatway compares with popular live chat tools here 

Adding Chatway to Your Wix Site: A Step-by-Step Guide

Here’s a quick guide on how to get started with Chatway on your Wix website

1. Navigate to the Wix App Market: Within your Wix site’s editor, locate the section for adding apps. This is typically labeled “App Market” 
2. Find Chatway: Use the search bar in the App Market to look for “Chatway Live Chat.” The app should appear in the search results.
3. Install Chatway: Click on “Add to Site” to initiate the installation process. You would see a confirmation pop-up, simply agree to proceed.
4. Complete Chatway Setup (if needed): If you don’t have a Chatway account you would be required to set up a Chatway account. Follow the on-screen instructions to complete this step.
5. Preview Your Chat Widget: Once the installation is complete, you can check your website to see how the Chatway chat widget appears. The specific look and feel will depend on your customizations.

Congratulations! You’ve successfully added Chatway live chat to your Wix website. Next, let’s explore how to customize and configure it for optimal performance.

Configuring Chatway for a Seamless Experience on Your Wix Website

Now that Chatway is integrated with your Wix site, the next step is to customize it to match your brand identity. Chatway offers a variety of configuration options to ensure a smooth chat experience for both you and your website visitors.

1. Customizing Your Chat Widget’s Look and Feel:

You can customize the chat widget’s appearance to seamlessly blend with your website’s design. Here’s what you can adjust:

• Widget color: Select colors for the chat widget that complement your website’s theme. This could include the header color, avatar border, chat bubble, chat font and close icon text. Chatway offers a color picker tool for easy customization.
• System message icon: Select an icon for your system responder you can also upload a custom image to build trust and recognition with visitors.
• Welcome messages: Take the initiative by sending targeted chat invitations to website visitors. This can be a great way to engage with potential customers who might need assistance.
• Custom visibility of widget: Choose the days your live chat widget is visible on your website to visitors by selecting specific days, hours and dates.
• Header text: Add a welcoming text that is visible to visitors immediately they open the chat widget.
• Contact form: Add a  pre-chat form that collects essential information from your visitors before a chat is initiated with a support agent. You can customize the fields to include name, email, and phone number, and also decide if you want the field to be required or not.

2. Setting Up Availability:

Let visitors know when your chat team is available to assist them.

• Setup Working Hours: Set specific hours during which your chat support team will be available to answer questions in real-time.
• Automated Messages: Write messages to be displayed when your team is both online and offline. These messages can let visitors know when to expect a response or offer alternative contact methods.

Now that Chatway is set up and configured, it’s time to take advantage of its capabilities to engage with your website visitors and provide exceptional customer service. Here’s how Chatway simplifies managing your live chat interactions:

1. Viewing and Managing Chats:

When a visitor initiates a chat on your website, a notification will appear within the Chatway app (desktop or mobile). You can then access the chat window to view the conversation history and respond to the visitor’s messages in real-time.

Chatway provides a user-friendly interface for managing chats, including features like:

• Search Functionality: Quickly search through past conversations to find specific information or chats.
• Chat Filtering: Filter conversations based on various criteria, such as unresolved, resolved, starred and segments.
• File Sharing: Share relevant files, like brochures or product images, directly within the chat window to enhance communication and provide additional information to visitors.

2. Collaborative Chat Management:

If you have a larger customer support team, Chatway facilitates seamless teamwork:

• Assigning Chats: Distribute incoming chats amongst your team members based on expertise, workload, or availability.
• Internal Chat: Communicate privately with team members within the chat window for quick discussions or clarifications.

Best Practices to Follow When Using Live Chat on a Wix Site

Live chat makes supporting your customers and website visitors easy, but to maximize its effectiveness, follow these best practices:

Proactive Engagement:

• Set Greeting Messages: Write a warm and welcoming greeting message that appears when visitors open the chat window. Ensure your message lets them know you’re happy to assist.

Responsiveness and Availability:

• Respond Promptly: Strive to respond to incoming chats within a short timeframe (ideally within minutes) to demonstrate attentiveness and keep visitors engaged.
• Set Away Messages: When your team is offline, utilize informative away messages to apologize for the inconvenience, suggest alternative contact methods, and offer an estimated response time for returning chats.

Communication and Efficiency:

• Use Clear and Concise Language: Communicate clearly and avoid technical jargon. Use short sentences and proper grammar to maintain a professional tone.
• Personalize the Conversation: Address visitors by name whenever possible and tailor your responses to their specific inquiries.
• Utilize Canned Messages: For frequently asked questions (FAQs), create clear and concise canned messages to save time and ensure consistent responses. But remember to personalize them whenever possible.
• Offer Multiple Contact Options: While chat is great, acknowledge that some visitors might prefer other methods like email or phone calls. Provide these options within the chat window for a more comprehensive customer service experience.

Continuous Improvement:

• Monitor Chat History: Regularly review past chat conversations to identify trends and areas for improvement.
• Gather Feedback: Request feedback from visitors at the end of each chat to understand their experience and identify areas you can enhance.
• Analyze Chat Data: Utilize Chatway’s analytics to track live chat metrics like agent activity, number of conversations etc. This data can help you refine your chat strategy and optimize your team’s performance.

By following these best practices, you can transform your Wix live chat into a powerful tool for boosting customer satisfaction, increasing conversions, and building stronger relationships with your website visitors.

Conclusion

Incorporating Chatway into your Wix website unlocks a treasure trove of benefits for both you and your customers:

• Enhanced Customer Service: Respond to visitor inquiries in real-time, fostering trust and boosting customer satisfaction.
• Increased Conversions: Proactive chat and targeted messaging can capture website visitors at crucial moments, leading to more sales or leads.
• Improved Team Efficiency: Manage chats and collaborate with team members seamlessly through a user-friendly interface.
• Branding and Customization: Tailor the chat widget to your brand for a cohesive customer experience.
• Actionable Insights: Gain valuable data on visitor interactions to refine your chat strategy and overall marketing efforts.

Are you ready to improve your customer service and boost your Wix website’s conversion potential? Start using Chatway today.

Get started with Chatway