Let’s Chat … About Adding Chat to Your Website

If you’re an EarthLink Web Hosting customer, we expect you’ve come to appreciate how your website helps you promote your business, pull in new customers and keep current customers engaged and loyal.

But you might also be missing the kind of one-on-one interaction you can have with your customers when they walk into your store or offices: asking them if they need any help, chatting about their needs, and answering their questions.

Well, there are ways to add back some of that customer interaction on your website. We’ve previously posted about adding PhpBB website discussion forums and adding online photo galleries as ways to add interactivity to your business website.

Add Online Chat to Your Website - EasyLiveChatBut perhaps the best way to incorporate that one-on-one interactivity on your website is to add EasyLiveChat.

As the name suggests, EasyLiveChat is an easy way to chat live with your website visitors, offering real-time support and guidance that can lead to increased customer satisfaction, loyalty, and sales.

How to Add EasyLiveChat to Your Website

  1. Sign into your Web Hosting Control Center at https://control.earthlink.net with your web hosting domain nameusername and password.
  2. From the Build tab, click on the EasyLiveChat icon.
  3. From the new window that opens, click Install EasyLiveChat.
  4. On the next screen, click Configure EasyLiveChat.
  5. Next you should add an agent for your chat service. Click the Add button to get started.
  6. Enter a name and password for your agent. You may also decide to add a maximum number of chats your agent can handle at once and an email address (though these are not mandatory). Click Finished when you’re done.
  7. Click the Setup tab (top right) to choose colors for your Visitor and Agent themes, add a logo, add a Chat subject label, add a Not in service message, allow chat transfers between agents, and decide what questions should be initially asked in all chats (such as requests for name, the customer issue, customer email address; choose Other if you want a custom question).
  8. If you’ve set up a support email address and included a request for customer email address, you can click a checkbox to have a transcript of the chat sent to the customer automatically.
  9. Click on the Agent/Client Code Snippet link to get the source code that should be put into your support pages. Copy the code that appears in the pop-up window and paste it into the HTML of your pages. You can change the text that says Client Login to something else, like Chat with Us or Start Chat if you like.
  10. Click OK to complete setup.
  11. Once setup is complete, agents can click back on the EasyLiveChat icon, and then Agent Login. Enter the username and password you chose in step 6 above to log into the EasyLiveChat service.

We’ll cover the details of how an agent can log in and manage chats with customers visiting your business website in a future post.

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