Chat has gotten very important for company and overall customer support. If used properly, support via chat can be a real efficiency booster. A downside of chats is when nobody responds or a bot responding to the customer.
How to improve Support by Chat?¶
We’ve asked others about their opinion in our circles, to learn what people expect or dislike. This is what we found out:
- Good experiences
Getting personal support by a human being
Getting a fast response
Solving my problem quickly
- Bad experiences
A chat window on a website (while the chat being offline) with the hint to “Leave a message”
Long waiting queues before even writing with a personal
Receiving a message like “My name is Nina, what can I do for you?” after sending a message with my issue.
A Chat that doesn’t integrate itself into the Website properly
Our answer: The Zammad Chat Widget¶
The task is clear: Work on the disadvantages of a regular support chat and improve them.
- Our approach is as follows
We’ll only display the chat widget, if at least one agent is available and the agent still has capacity.
If no agent is online or the agents are absend, the chat won’t be available
We’re setting an agent as inactive, if the agent doesn’t accept new chat requests or the WebApp is offline. This way, your support staff can take breaks without your customers waiting ages for a reaction (see point above)
Zammad does not respond to chat messages on it’s own to ensure that there’s no strange delay coming afterwards. Zammad will fire a (configurable by agent) auto response as soon as the agents accepts the Chat request.
Zammad will try to adapt your main website colors to the chat. You can also adjust those colors allowing you to integrate the chat into your website, like it has been there before.
Configuration of the Chat widget¶
You can create chat widgets for your web pages to allow visitors to chat with you.
The area for configuring the chat can be found in the admin area at Channels → Chat:
You can set up chats for different websites and edit them independently. The integrated designer helps the chat-widget to adapt to the website color. If you don’t like the proposed design, you can manually adjust the design. Through the different previews you have the possibility to display directly how the presentation looks on different devices.
Insert the widget code into the source code of every page on which you want the chat to be visible on. It should be placed at the end of the page’s source code before the </body> closing tag.
The final result will look like the following:
Zammad chat requires jQuery. If you don’t already use it on your website include it like this:
You have two options to implement the chat on your website:
Automatically show chat (that’s the default-setting)
or manually open chat.
You offer a chat for your target group, but you don’t want to activate chat for certain IP addresses or countries? Then you have the possibility to block the wished IP addresses and countries fast and easily via the chat configuration in the admin panel. The configuration panel looks like this:
You can also find more information about the chat customization in the admin area.