How to Add Live Chat to Your Website (Quick Guide)

我们说的是您网站上的潜在客户 - 这些人一定会对您的产品，其功能，用例等有疑问（如果还没有）。您的销售团队是否有能力有效地回答这些问题？

By utilizing在线聊天, you can do just that — it can help you increase the effectiveness and efficiency of all communication with prospects and customers. Live chat enables your sales reps to address the right questions at the right time, ultimately increasing your sales and your ability to offer a delightful customer experience.

在我们深入了解将实时聊天添加到网站的步骤之前，您可能想知道实时聊天和聊天机器人之间的区别是什么。让我们先介绍该问题的答案。

Difference Between Live Chat and a Chatbot

So what's the difference between在线聊天and achatbot？

A chatbot is an automated bot that can talk to visitors on your website using planned or AI-powered conversations. On the other hand, live chat takes place between the customer and a human representative from your company.

Both live chat and chatbots have their place in your strategy, and it's best to find a software that can do both. These strategies often work in tandem. You can have a chatbot gather information from visitors and send those leads to a live chat agent who can answer your visitor's questions.

实时聊天是一个很好的销售策略，因此您可以为销售代表创造新的潜在客户。销售代表可以快速回答问题，同时也有更多时间与进一步的交易进行交谈。

Now let's look at the steps involved in adding live chat to your website.

1.研究并选择您的实时聊天软件。bob电竞官方下载

有很多工具可让您通过实时聊天在线与潜在客户聊天。Here's a list of the best live chat toolsavailable today.

To identify your ideal tool, start by determining which live chat features matter most to you. Look for tools that have the features that matter most to you (and are at the price point you're looking for). For example, here's a list of the features that come with集线器's Free Live Chat Software。

• Get your live chat up and running quickly而且，由于集成且易于使用的聊天构建器，不需要任何代码。
• Customize the live chat widgetso it's on-brand and complements the rest of your site.
• 创建并添加目标的欢迎消息到您的网页(e.g. when specific audience segments open your web pages), so you can connect with visitors when they're already engaged on your website — this will increase chances of a conversion.
• 自动保存所有实时聊天对话with your contacts in the tool's Conversations Inbox — as well as on the timeline of the contact you're speaking to — for easy record-keeping and sharing.
• 与潜在客户和客户进行不同类型的互动- 具体来说，您可以响应聊天，安排会议，拨打电话，发送电子邮件并计划对话收件箱中的后续消息。
• Select to receive notifications about incoming chats via Slack，并通过Slack响应这些消息，HubSpot的松弛集成。
• Add chatbots to your web pages为了节省销售代表的时间 - 聊天机器人可以为您提供资格，回答常见问题解答，书籍会议等。（聊天机器人可以个性化，因为他们能够从CRM的联系数据库中提取或参考联系信息）。
• Share your team's online hours in the chatif you don't have reps who work 24/7 so visitors know when to come back to your site for support.
• Integrate with your CRMto keep all customer interactions and records organized in a single location.

2.在您的网站上安装实时聊天，并策略性地将其放置在您的网页上。

Once you've selected your software, setup should be a breeze. Typically, the live chat software you've chosen will give you a piece of code to copy and paste to the backend of your website. Most live chat software will have step-by-step instructions you can consult as well.

然后,在战略上把你的即时聊天窗口小部件your web page or pages. Do you want live chat on your blog and your pricing page? Do you want it to pop up when someone has been on a page right away or after a certain amount of time? Or do you want your live chat to exist on all of your web pages with different greetings? Remember, your site visitors are in different stages of the buyer's journey and require different things depending on which web page they're on. For instance, the live chat greeting on your Pricing page should be different than the greeting on your Contact Us page.

通过将实时聊天策略调整为买家的旅程，您将提高聊天的能力，有效地支持该特定页面上访问者的需求。

3.自定义您的实时聊天小部件。

安装软件后，自定义聊天小部件的外观和感觉，使其与您的网bob电竞官方下载站匹配并且具有视觉吸引力。

Here are some您可以自定义的实时聊天小部件的各个方面。

• The widget's appearance.
• 小部件的欢迎消息。
• The widget's language options.

4.与您的CRM（和其他业务工具）集成实时聊天。

When you're researching live chat software, look for options that integrate with your other tools including your CRM or sales software.

This will make all interactions more efficient (no hopping between tools and screens). Then the resulting communication records, transcripts, and recordings are auto-saved (and therefore easy to access, organize, and share).

例如，HubSpot的实时聊天直接与CRM因此，您的代表将确切知道他们正在与谁聊天（潜在客户，长期客户或新联系人），并能够看到过去的互动或购买。

5.将销售代表添加到您的实时聊天中。

应该添加您的过程的一个重要组成部分sales reps to your live chat. Once the live chat is set up, it will automatically assign chats to sales reps. Once sales reps are incorporated, it's time to teach them how to use the software and how leads will be routed through live chat.

根据您的实时聊天工具，您可能可以手动对这些传入的实时聊天消息进行分类，否则它们将自动分配给您的团队成员。

For instance, HubSpot's live chat tool defaults so that all incoming conversations are unassigned in your inbox for your team to triage. If your team assigns reps to paid seats (on either销售量Hubor服务中心）， 你可以route incoming conversations给特定的团队成员。

6.计划您的销售对话流动。

一旦您的实时聊天软件与您的CRM集成在一bob电竞官方下载起，请计划对话流程您的销售代表将进行。您可以在实时聊天开始时使用聊天机器人，以收集有关将其限定为特定领域或代表名称的潜在客户的信息。

Pro Tip:如果您使用HubSpot免费实时聊天软件，则可以bob电竞官方下载创建对话收件箱to manage, carry out, share, and assign all conversations with your visitors and customers via live chat, chatbot, and more from a single location.

有了这些信息，您的销售代表将能够提出必要的问题来为客户解决。

7. Gather and analyze live chat customer feedback.

After your prospects speak with you via live chat and get the answers they need, send a follow-up survey to ask about their experience.

他们喜欢使用实时聊天吗？它在决策过程中有帮助吗？他们是否有与您的一位代表聊天的愉快经历？此时实施调查可以使您了解实时聊天客户体验并根据需要改进实时聊天策略。

With HubSpot, you can quickly send asatisfaction and feedback survey（在...的帮助下Customer Feedback Software) to your customers — customize and automate the survey so your contacts can quickly tell you about their experience. You can then compile all other survey-based live chat feedback to identify actionable insights on a larger scale.

Want to learn more about using live chat in sales?查看我们的最终指南。

Editor's note: This post was originally published in September, 2019 and has been updated for comprehensiveness.