There’s nothing better than competent and fast support. Offer just that to your customers. The chat module enables you to communicate directly with your shop visitors via chat. In this way you simplify communication paths and increase customer satisfaction.
You can even expand your chat so it automatically sends the visitor a text of your choice as soon as they have clicked a certain number of times on your shop or visited a certain page.
The good thing: tawk.to offers more than just direct communication with the shop visitor. Much more it provides you with interesting visitor numbers and other useful statistics about the traffic on your shop.
We would like to introduce you to the free chat provider tawk.to, which we know from our own experience and which we can recommend to you. Of course, an implementation of another chat program is also no problem.
Activation After Purchasing the Module Subscription
To install the module in the 21.COMMERCE system, go to the shop administration of your shopsystem and select in the menu Modules > Module administration. Here you can see the entry Chat on the left side (not installed modules). Now select this entry and click on the activate button below. If all tests are positive, you can confirm the next page and see the module now installed on the right side of the screen. Now the module Chat is technically ready. The configuration is described further up under “Configuration of the Module”.
Configuration of the Module
- Activate the module
Chat Widget Configuration:
- Insert the widget code of the chat provider here.
- The location of this widget code in your account varies from provider to provider.
Where do you Find the Widget Codes?
How to find the widget code in the tawk.to administrationFigure 2: Widget code in the tawk.to administration
How to find the widget code in the administration of OlarkFigure 3: Widget code in the Olark administration
How to find the widget code in the Zopim/Zendesk administration:Figure 4: Widget code in the Zopim/Zendesk administration
Best Practices tawk.to
In this chapter we would like to show you the most common and important features and functions for the daily business with tawk.to. Of course, there are a lot of other features. We use tawk.to for our daily communication and are extremely satisfied with it.
Dashboard - the Numbers at a Glance
From the number of live visitors to the missed chats to how many chat partners found your conversation ‘positive’.Figure 5: Dashboard tawk.to
See who is currently visiting which page of your shop/website. With this real-time monitoring you can find out the visitor’s IP address, what amount of time they spent on which page and how they got to your shop/website.
News & Tickets
On the left side you see the currently open conversations. On the right side you can see the last, already completed chats.Figure 7: Overview of open/closed chats
The register Contacts contains those chat partners who have entered their contact details during the conversation with you or who have added them themselves.
Obvious fraud messages automatically end up in the spam folder.
The chat history you have deleted will appear in the trash.
On this board you will find a variety of statistics about chat behavior. Find out how many chats you missed, how many conversation partners rated the conversation as positive or negative, or how long on average it takes you to respond to a visitor.Figure 8: Numerous analyses of chat behavior
As the name already says, various areas of tawk.to can be managed here. We will be happy to show you the most important and most common setting options.
TriggerFigure 9: Administrator Dashboard
With this feature you decide after which event the shop or website visitor automatically receives a chat message. This practical function helps you enormously to get in touch with your (potential) customers quickly and above all automatically.
Example scenario: After four clicks on your shop / your website, the visitor automatically receives the chat message “Hello, are you looking for something in particular?"
Enter your e-mail address here so that missed chats (while you were offline, e.g. outside office hours) are automatically sent there. This allows you to answer all chat messages, even one day later.
Optionally, you can activate that the chat history is sent to the specified e-mail address in any case.
Design your widget here in a few simple steps. Adjust colour and size according to your needs.
The advantage: in the right half of the screen you can see in the widget preview what changes in real time.Figure 10: Design mask for the widget
Here you insert the text that should appear in the chat window when you are online, absent or offline.Figure 11: Chat window online Figure 12: Chat window absent Figure 13: Chat window offline
The Chat Window
This is probably the place where you will spend the most time.
Here you have the possibility to chat with the shop/website visitor in real time.
- In the left part of the chat window you can see who you are currently chatting with. If several chats are running at the same time, they can also be seen on the left.
- The middle part displays the chat window. The feature ‘Whisper’ allows you to communicate within the team.
- On the right side you can find various additional information such as the history of the chat partner, his IP address, his location, etc.