Live chat is proven to increase leads, sales and overall customer satisfaction.
Yet one of the biggest challenges businesses often face is being there to respond when a visitor has a question.
Missed chats lead to missed opportunities. And that leaves both the visitor and the business frustrated.
We’ve put together five tips to ensure you never have to miss another chat again.
1. Add an additional agent to your property … and another … and another …
Our software is 100% free, and unlike other companies, we won’t charge you for adding more users to your account. In fact, there’s no limit to the number of agents you can add to your tawk.to property.
Add team members, family and friends to your account. The more people you add to help you out, the fewer chats you’re likely to miss.
Click here to learn how to add more members to your property.
You can ensure everyone knows how to respond by setting up Shortcuts (our templated responses) and a Knowledge Base.
If you need help getting started, we’ve put together a quick tutorial on how to respond to an incoming chat here.
2. Set-up a widget scheduler
The Widget Scheduler will automatically switch your widget offline according to your schedule, so you never have to worry about forgetting to log out of your account. It works in tandem with your agents. If there are no agents online when your widget is scheduled to be online, the widget will remain offline.
Click here to learn how to set up your Widget Scheduler
3. Download the tawk.to app on IOS or Android
Add the tawk.to app to your mobile device so you can respond to chats on the go.
Get the free tawk.to app for iOS or Android here:
4. Hire live agents for just $1/hr
If you don’t have the time, or you simply don’t want to answer chats all day – we have a team of trained agents that will do it for you for just $1/hr.
When we first launched tawk.to, we wanted to offer messaging software completely free of charge so businesses large and small could afford to offer their customers the best possible customer service experience through Messaging. We quickly realized that a lot of businesses simply couldn't manage responding to visitors in chat during business hours and couldn't afford to be there 24x7.
So we solved that problem for you. Now we offer qualified chat agents for you to hire from as little as $1/hr. Get the details and request a free 7-day trial here.
Or, schedule a call to chat with a team member here.
5. Turn on sound and desktop notifications
Check to make sure your sound notifications are turned on and that your volume is turned up.
You’ll know when a visitor stops by and is ready to chat, even if you’re working on a different site.
You can choose from a list of sounds in the Dashboard. Then customize your notification by choosing the number of times it repeats.
To get a visual cue that a visitor has stopped by, make sure you have allowed Desktop notifications in your browser and operating system.
Click here for more information on how to manage sound settings and desktop notifications.
If you’ve completed these steps and you’re still missing chats, make sure you have set up a chat rescue trigger.
A Chat Rescue Trigger will respond automatically to an incoming chat if you have not joined the chat yet after a certain amount of time (determined by you).
Here’s a sample message:
"Thanks for your patience. We shouldn’t be too much longer. If you can’t wait, please leave us your name and contact details, we’ll get back to you shortly."
See our step-by-step guide to setting up a chat rescue trigger here.
With more opportunities to answer questions, share resources and solve problems, you’ll generate more happiness, loyalty and sales on your website!
Best of luck!