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For small businesses live chat seems like a no brainer. After all, what company doesn’t like the idea of answering more customer questions? That said, it can also feel like offering live chat is a huge investment. Does someone need to be hired just to man the chat? Is it going to be a team disruption? Questions like these are the reason we created this simple process to help small businesses test out live chat in just one week so they’ll know what kind of resources should really be dedicated to this sales and support channel.

CHOOSE THE RIGHT TOOL

Before you start your test, you’ll need to choose a live chat tool that suits your business. Although there are a lot of options out there, one of the primary things you’ll want to look for is a software that offers a free account or trial (preferably with unlimited users). That way you’ll truly be able to test the entire system before you buy! Also keep an eye out for options that have easy integration plugins with your website builder, so you can get up and running ASAP. If you’re still torn between tools, consider all the ways you engage your customers. If that’s often on social media or via email, you may want to look for a tool that offers chat links, an option that allows you to link directly to a chat from anywhere on the web. chat random

Finally, you should consider your team’s workflow before selecting your live chat tool. If you (or your team) isn’t at their desk often enough to answer chats from their desktop, it’s essential to find an option that offers talk to strangers so teammates can chat on the go.

Pro Tip: If your team isn’t all Apple or Android loyal, make sure the live chat tool you select has both! Mobile apps also make the testing phase much easier for one person to execute because  of the flexibility and convenience.

SET UP THE ESSENTIALS

Even though you’re just in the experimentation phase, there’s still some essential set up you need to do if you want to accurately determine how live chat will work for you team. For starters, you’re definitely going to need notifications  chat lines online to know when a customer or lead is trying to chat with you! Enable that feature on the Settings page and make sure you download any available mobile apps so your phone can also let you know when someone reaches out. If you tool offers any secondary forms of notifications like SMS or email, those should be set up as well. Customers do not like to be kept waiting and missing the chat conversation is not a great way to give them a positive experience!

At this point, you’ll also want to make sure your chat box will show an email form whenever you’re not available. You can’t be online 24 hours a day, but you should still be trying to capture leads whenever customers want to buy. That’s why it’s key to still provide a way for leads to reach out after hours.

DETERMINE YOUR SCHEDULE

Live chat can feel like a double-edged sword. One the one hand, more customers are able to get their questions answered and complete their purchase without waiting for an email response. On the other hand, your team has to be there to answer questions live, in real time. That’s why choosing your weekly availability schedule is so important. It’s ideal to be online when your website has the most traffic, but be mindful of times you can’t respond, like during meetings.

Tools like Pure Chat give you the option to then pre-schedule the hours you’re online, so you never forget to turn off the chat when you’re unavailable. That said, if you’re taking chats on your phone, it’s relatively unintrusive to leave the Free Online Chat on at night and answer a few quick questions in the evening. After all, it’s a lot like texting a friend!