Got 10 minutes to spare to get more chats?
If you are running several websites, you can chat with visitors from all of them using a single LiveChat account. Just imagine how much additional chats you can get.
Each website can have its own unique chat window and you can run everything from a single application. It’s really easy to set up too.
And oh, did I mention that it comes absolutely free? You don’t have to pay a dime for adding LiveChat to multiple websites. The more websites you have, the more chats you will get.
All that and other benefits of running LiveChat on multiple websites in this week’s Tips Under 10 Minutes.
This post has been prepared with the help of Miles Hobson from The Chat Shop, who shared some great advice on how you can use multiple websites for testing and how to prepare your agents for handling chats from several websites.
Ready? Let’s get started!
Setting up LiveChat on multiple websites
Start off by adding LiveChat to all your websites. It works pretty much the same for each website: you add a piece of code to each website before the tag.
This will place your chat window on each website. Next, you want to assign agents to each website. You can do that by creating agents groups for your websites and then adding agents to those groups.
To keep everything organized, you can use the website’s URL address to name the group. This will allow you to easily tell the groups apart.
If you want to use the same agents on all websites, you should still create groups for them. This will come in handy later on when you will customize the chat window on each website.
Finally, you want to tie the groups to websites. Do that by setting up URL rules that will display the chat window for different groups on different websites.
The rules can check when a visitor enters one of your websites and display the chat window assigned to that website. All you have to do is to provide the website's URL address (hence the name).
Once that’s done, you will have a basic setup where all your websites have a live chat option on them. Each of them can be manned by a specific group of agents.
Now comes the fun part: when all your websites have LiveChat on them, you can (and you should) customize each chat window separately, look up analytics for each website and make sure your agents are prepared to answer all the additional chats.
Here’s how you do it.
Different chat window look for each website
The chat window customization works the same way for all websites: you can change the color, size, logo and copy in the chat window.
The only difference is you need to do it for each group/website. You can do that by selecting a group in the group picker in the upper right corner of Theme section of your LiveChat.
Next, proceed with customization as usual. When you’re done, Save changes and move to the next group.
When all websites are covered, you will have a different-looking chat window on each website.
Website-based chat analytics
Another great perk of setting up groups for websites is the ability to analyze the statistics for each website.
You will get all the metrics separately so you won’t have to guess, for example, what part of your chats came from which website.
When looking up a particular report, for example the customer satisfaction one, use the group filter to get the results for a particular website.
Use one site as a guinea pig
Multiple websites mean a chance to experiment with live chat. You’d like to see better engagement from greetings and a higher conversion rate; how do you achieve it?
Having more than one website means that you can trial new strategies on one site before making sweeping changes to your whole live chat strategy. Measure the results.
Did you start having more chats? Did more people convert? If so, implement these changes on your other websites.
Your changes won’t be universally positive but you’ll gain knowledge of what does and doesn’t work for you.
There are endless possibilities for optimization, here are a few examples:
- adjust your chat window customization to make it more eye-catching,
- trial different greeting timings and measure not just the ones which result in a chat but also those resulting in a lead, sale or goal,
- reduce your pre-chat questions (or scrap them entirely).
Get website knowledge organized
With multiple agents on multiple websites, you need to be organized, particularly if you’re expecting agents to chat across more than one.
Upload all of your information into a central knowledge base that live chat agents can easily access at anytime. Outline the goals of live chat on each website; one website you might purely use chat for support, on another you might be pushing sales.
Keeping organized information on the various clients avoids confusion. You don’t want agents explaining Website A’s terms and conditions to Website B’s customers.
Keeping information up to date is important. You may want to have a person in your team assigned as knowledge base manager. This task can also be shared amongst the team. If they notice something’s out of date you can set permissions to allow them to update it.
Centralized information also means quicker responses. Keeping response times short is an important part of a high quality chat service.
Your agents can’t retain every little detail about each website. Making answers to easy questions within reach will improve response times and customer satisfaction.
Train agents accordingly
Different websites have different targets, and their key performance indicators can vary. Your live chat agents need to be trained to deliver multiple styles of conversation to deliver various goals.
Agents also need to be trained to match the tone of the audience that they are chatting with. Does one of your sites target a younger audience? A more informal tone might be appropriate here.
No matter how much customer service training your live chat agents have gone through, don’t let them start chatting on any of your websites until they are ready. Just because an agent knows one site like the back of their hand doesn’t mean they know them all.
Test agents’ knowledge on each website and subject area before letting them loose on live chat. Ensure you monitor and improve their performance over time.
Multiply the number of your chats
Opening up additional chat channels on all of your websites will translate into more business opportunities. Yes, you will get more questions and you will have to answer them, but at the end of the day, it all leads to better customer satisfaction and higher sales.
Here’s a summary of what you need to do to get LiveChat on all your websites:
- Place your LiveChat code on each site.
- Create groups for your websites and assign agents to them.
- Tie these groups to websites using URL rules.
- Customize the chat window look for each site.
- Make sure your agents have the necessary materials and training to handle chats from several websites.
- Analyze your customer service data from each website and make adjustments where necessary.