Adwebvertising, your local advertising agency and advocate for all things marketing, has a new and unique opportunity to add to and improve your marketing technology stack to increase your ability to close the gap between interest and sales opportunities with your actively engaged customers who, incidentally, are already visiting your website! We have installed a chat feature on your website and will add agents from amongst your sales team to respond to visitors in real-time as they engage the content of your website. You will, at a glance, know what page they are on (in real-time), where they are coming from (in real-time), and have the ability to inject yourself into a conversation via chat (in real-time). Did I mention all this takes place in Real-time? To help you along with this endeavor, I am including some tutorial videos which you can reference at any time. Of course, if you get stuck on anything and need additional assistance, I am always just a phone call away (contact Nick Covanes at 713-397-3833).
Below I will include a video topic followed by the transcript of the video (for you avid readers).
At Your Service In His Service,
Nick Covanes
C.E.O. | Creative Director
Adwebvertising, LLC.
You won’t need this tutorial as Adwebvertising will be working with the leadership at Jaguar Fueling to develop the appropriate look and feel of the client-side view of the chat widget; however, if you ever need to make an update the admins will be able to make changes using this video as a reference. Or…just give me a call and I will do it for you. The beauty of having an agency is we do the heavy lifting!
Widget Design
Hey everyone. In this video, we are going to cover widget design.
How the widget looks on your website.
You can completely customise the design of your tawk.to widget.
Click on the GEAR ICON in the bottom left hand corner of the dashboard. Then click CHAT WIDGET. Under Widget Appearance, click ADVANCED.
From here you can change – Where the widget is positioned on your website.
– The type of widget for desktop and mobile.
– The size of the widget, both when it’s minimised and maximised.
– And the colour of the widget.
You can even add an Attention Grabber to your widget. Check it out, there are so many to choose from. If you prefer, you can upload your own image as the Attention Grabber. When considering your widget design I want you to keep in mind these three tips:
1. Always try and place your widget in the bottom right hand corner of your screen, of the website. It’s where your visitors are going to look for it.
2. There’s a tendency to make the chat widget the same colour as your website. Or to make it blend really well with the website. This can be a huge mistake, because it camouflages the widget and then people don’t actually notice it. Instead, you want your chat widget to stand out. People report higher feelings of trust and confidence when they see that live chat is available on a website. So you have to make sure that they know it’s there. And this leads to my next point –
3. Use an Attention Grabber. It’s going to make your chat widget stand out and as I mentioned you can even upload your own image if you prefer.
One last point.Once you’ve created your design, don’t forget to go back to your website and check it out, see how it looks. Make sure you scroll up and down the page and visit other pages as well to make sure it fits with your website.
For more information or for links to the relevant articles in our knowledge base please check the description below. We also have 24/7 live chat available on our website.
Up next, we’re going to talk about “being online” for when those chats come in.
There are 3 main reasons why someone is going to visit your website:
1. They’re looking for information.
2. They want to contact you.
3. They want to transact with you.
Being online and available to your visitors is going to be a benefit in all of these situations.
With tawk.to, you can set your status to Online, Away and Invisible. Away is going to let people know that you may or may not be available to respond to their chats. Invisible is the same as being Offline except you can see chats in the dashboard but you can’t join them. It’s used to monitor chats.
When you, or one of your team members, are logged into tawk.to, the widget will appear Online. And when no one is logged in, the widget will appear offline, which is going to look something like this.
To help you be online more often, we’ve developed both an app for Android and IOS. It’s going to let you respond to chats on the go. Just search for tawk.to and download it from the app store.
You need to actually log-out of the tawk.to app to switch the widget offline. If you just close the app down on your mobile phone, the widget is going to stay online and then there’s a chance you’re going to miss some chats.
You can also add team members, family and friends to your tawk.to property or your chat widget and they can help you to respond to those incoming chats.
So you may be thinking – when should I be online? The simple answer is, your website is available 24/7 so someone should be there to respond to your visitors at all times.
If you need help, we have a team of agents that can be available to respond on your behalf. And if you’re interested in trying that out, we offer a 7 day Free Trial, for more information please check the description below.
But if you can’t be there 24/7 there’s a way for you to schedule the widget to go automatically Offline and Online at a certain time. We called it the Widget Scheduler. From within the tawk.to dashboard go to ADMINISTRATION. Select CHAT WIDGETt. Then click ADVANCED under Widget Scheduler.
So when you’re considering when to have your widget Online or Offline, I want you to think about these things
Online Offline
There are 3 main reasons why someone is going to visit your website:
1. They’re looking for information.
2. They want to contact you.
3. They want to transact with you.
Being online and available to your visitors is going to be a benefit in all of these situations.
With tawk.to, you can set your status to Online, Away and Invisible. Away is going to let people know that you may or may not be available to respond to their chats. Invisible is the same as being Offline except you can see chats in the dashboard but you can’t join them. It’s used to monitor chats.
When you, or one of your team members, are logged into tawk.to, the widget will appear Online. And when no one is logged in, the widget will appear offline, which is going to look something like this.
To help you be online more often, we’ve developed both an app for Android and IOS. It’s going to let you respond to chats on the go. Just search for tawk.to and download it from the app store.
You need to actually log-out of the tawk.to app to switch the widget offline. If you just close the app down on your mobile phone, the widget is going to stay online and then there’s a chance you’re going to miss some chats.
You can also add team members, family and friends to your tawk.to property or your chat widget and they can help you to respond to those incoming chats.
So you may be thinking – when should I be online? The simple answer is, your website is available 24/7 so someone should be there to respond to your visitors at all times.
If you need help, we have a team of agents that can be available to respond on your behalf. And if you’re interested in trying that out, we offer a 7 day Free Trial, for more information please check the description below.
But if you can’t be there 24/7 there’s a way for you to schedule the widget to go automatically Offline and Online at a certain time. We called it the Widget Scheduler. From within the tawk.to dashboard go to ADMINISTRATION. Select CHAT WIDGETt. Then click ADVANCED under Widget Scheduler.
So when you’re considering when to have your widget Online or Offline, I want you to think about these things
1. Who is my target audience? Where are they located?
2. Is there a chance they’re going to visit the website after hours?
3. What is the benefit to me to being online, both short term and long term?
Short term – am I going to pick up more sales? Am I going to find out valuable information about my products or services?
But consider the long term benefits as well, is the visitor going to come back to the website because they had such a great experience the first time they were there.
For more information or for links to the relevant articles in our knowledge base please check the description below. We also have 24/7 live chat available on our website.
Next up, we’re going to talk about the Pre-Chat Form and how you can capture a visitor’s details even if you miss the chat.
With tawk.to you have the ability to set up a Pre-Chat Form which asks the visitor to enter some details before starting a chat.
Here’s how you can set-up and edit a Pre-Chat Form.
– Click on the GEAR ICON in the bottom left hand corner.
– Then click CHAT WIDGET Under Widget Content, select EDIT CONTENT
– Then select PRE-CHAT FORM
You can mark as field as required, or mandatory by clicking the asterix.
The problem with a Pre-Chat Form is that it significantly reduces the number of incoming chats. It’s like going into a shop, having a walk around and then going up to the counter and asking a question. How much are those shoes? Do you ship to Australia? And the person behind the counter says to you, “I’m happy to answer your question, but can you give me your name, email address and phone number first.” Bad experience, right? Well that’s the same thing you are doing with a Pre-Chat Form.
Most tawk.to users report using a Pre-Chat Form so that they can capture the visitor’s details in case they miss the chat.
An alternative to using Pre-Chat Form is to set-up a Chat Rescuer Trigger.
A Chat Rescuer is a type of Trigger, (or automation) and it’s going to send a message to the visitor in the chat if you don’t respond quickly enough.
Here’s how to set it up.
– Login to your tawk.to dashboard.
– Go to ADMINISTRATION in the bottom left hand corner.
– Select the TRIGGERS option.
– In the top right hand corner, click ADD TRIGGER.
– And you want to select the “Basic – Chat Rescuer” as your type.
A couple of tips with your Chat Rescuer.
The delay. This is how long it will take to send the message. You don’t want to set this to fire too quickly; it means every visitor is going to get this message. Nor do you want to set it to fire too late, as the visitor is most likely going to have left the chat already.
If possible, try to use your name and image, or a team member’s name and image. It’s going to help to build trust.
And your message might look something like this: “Thanks for your patience, we are currently responding to other customers. We shouldn’t be too much longer, but if you can’t wait, leave your name and contact details. We’ll get back to you shortly.”
Remember! Not responding to a visitor in chat is a bad experience for your visitor and a missed opportunity for your business.
You shouldn’t set-up a Pre-Chat Form or a Chat Rescuer expecting to miss chats. It should be a last resort or a worst case scenario.
You want to do everything you can to reduce the number of missed chats, so if you need help, we have a team of agents that can be there when you’re not – so you never have to miss another chat.
For more information or for links to the relevant articles in our knowledge base please check the description below.
Next up, we are going to discuss using Triggers and how you can engage more people on your website.
Triggers are a way to automatically send messages to your visitors. They are mainly used to proactively engage visitors in a chat.
So by setting up and carefully crafting your Trigger message you’re going to convert more visitors into a chat.
In this tutorial, we’re going to discuss the Basic – Site Notification. That’s the one that will send a message whenever a visitor hits your website, regardless of which page they land on.
You can also set-up a Basic – Page Notification Trigger, which will send a message to the visitor only if they visit a certain page. And there are also Advanced Trigger options, which work like an algorithm, if this happens, send this message.
Here are some tips to set up your Basic- Site Notification Trigger.
The delay. This is how long the software waits before sending the message. We recommend 30 seconds.
To get a better response, we recommend using your name and your image in the relevant fields as it will make it appear more personal. You can also upload your own logo if you prefer, or, we have a number of different avatar’s that you can choose from.
The message is crucial! I recommend adding a specific call to action in the message. Something that will drive the visitor to want to chat. For example, “Welcome to (your website’s name). For 10% off your next order chat with our team now.” Or “Welcome to (your website’s name). For a free quote, chat with our team now.”
Keep in Mind these 4 points:
1. You trigger messages shouldn’t be permanently fixed. You should be tweaking and changing them at different times of the year, for different campaigns and to test which ones are most effective with your audience.
2. Don’t have too many trigger messages on your website. It can be frustrating for visitors when navigating your site to be constantly bombarded with messages. You need to strike a careful balance. Think about customer service in a store. You want to know you can get help when needed, but you don’t want them following you around the store.
3. The Trigger message will not fire on a mobile device. As in, it won’t pop up. It blocks the screen. Instead a notification will appear on the chat widget to let the visitor know there is a message will appear on the widget.
4. After setting up or changing your triggers, don’t forget to check them out live on your website, to make sure they work.
You can reach out to visitors on your website yourself. It’s easy, just go to the MONITORING section of your dashboard, click on a visitor and start a chat. But you shouldn’t need to. The trigger function can perform this action for you, with every visitor to your site, the same way each time.
For more information or for links to the relevant articles in our knowledge base please check the description below. We also have 24/7 live chat available on our website.
In the next 3 videos, we’re going to show you how you can respond effectively to incoming chats.
In this video we are going to look at some of the tawk.to features to help you receive and respond to incoming chats.
Before I walk you through the steps, remember, you can add an unlimited number of agents to your property to help you respond to those incoming chats.
Just go to ADMINISTRATION in the bottom left hand corner of the dashboard.
Click on PROPERTY MEMBERS
And then in the top right hand corner, click on INVITE MEMBER.
The first step is to make sure your sound and notification settings are set up correctly. You can find the settings here on your PC, and here on your mobile app. Remember, if you are not logged in to tawk.to, your widget won’t be online and you won’t receive any incoming chats. The next thing you should do is set up your aliases.
To set up aliases, go to the top right hand corner of the tawk.to dashboard.
Click on the IMAGE and then click on EDIT PROFILE
On the left hand side, click on ALIASES
Then click ADD ALIAS in the top right hand corner.
Each alias can be given a Position Title, for example, “Customer Service”, and you can assign an avatar or photo to each alias. Of course, we recommend using a photo as it helps to build trust with your visitors. And let’s be honest, your beautiful face is going to close more sales.
When you see or hear an incoming chat, click on the chat in the top left hand corner, the PINK BOX, and then click JOIN.
You can join the chat as any of the aliases you have saved. Or, if a team member is already responding to the visitor, you can join the chat using the same alias that they have used. So the visitor doesn’t have to know that someone else has taken over.
That’s the basics of joining a chat.
In the next video we’re going to look at some features to make responding to visitors even easier.
In this video we are going to look at two main things to make responding to chats even easier. Shortcuts and Tabs ( including all the little buttons you can access whilst you are in a chat ).
Shortcuts are canned responses. You can use them instead of typing the same answer over and over again.
Five main benefits of using Shortcuts are:
1. It improves efficiency.
2. It reduces the number of errors that you and your team make.
3. It makes it easier to respond on mobile.
4. It can help you train and scale your team.
5. It ensures everyone in your business is responding in a consistent manner.
There are shortcuts and there are global shortcuts.
Global shortcuts are found in the Edit Profile Menu, here.
Global shortcuts can be used by you only, across any property. You only have access to these shortcuts, no one else on your team. So you can personalise them for the way you would like to respond. Every member of the property has access to the other shortcuts, the ones in the ADMINISTRATION menu.
To add a new shortcut – follow these steps.
In the bottom left hand corner, click the GEAR ICON.
Select SHORTCUTS from the menu.
Then click ADD SHORTCUT in the top right hand corner.
Remember, don’t include the forward slash in the shortcut name. And we recommend using all lower case. You can also add a new shortcut whilst you’re in a chat, how efficient is that?
Here’s how:
When you’re in a chat, click the SHORTCUT TAB.
Then click ADD in the top right hand corner.
Add the shortcut name HERE, remember, don’t include the forward slash.
And the response HERE.
When you are in a chat and want to use a shortcut, or canned response, start with the forward slash key. It will pull up a list of shortcuts with the keyword in it. If you want to search all the shortcuts, type “ / ” and the question mark, to see all the shortcuts available to you. The tabs in the top right hand corner allow you to access important information whilst responding to a visitor in chat, so you don’t have to leave the conversation.
The first one is the information tab. This is where you can see the name, email address, their location and IP of the visitor. If the visitor hasn’t entered their contact details in a pre-chat form, you can save the visitor’s details whilst in a conversation by entering the info. HERE and clicking the disk icon, SAVE, to the right. You can then access this information in the CONTACTS section of the dashboard, found HERE.
From the information tab, you can also see where the visitor has navigated to on your website.
The next one, is the SHORTCUTS tab. Instead of using “ / ” in the text input area, you can search for the relevant shortcuts, or canned response, HERE. You can also create new shortcuts while you’re in a conversation. Really handy, right?
This is the KNOWLEDGEBASE tab. This is where you and your team can access any relevant information about your business. For example; price lists or serviceable areas. I’ll show you in a moment where you can create and edit these tabs.
The last one is the HISTORY tab. Here, you can see if the visitor has been in a chat with you or one of your team members before. You can also access and search through any chats taken in the past.
You can edit your tabs or create new tabs from the ADMINISTRATION menu of the tawk.to dashboard.
Click the GEAR ICON in the bottom left hand corner.
Then select TABS from the menu.
A new tab could be a URL, text, or menu item. So get creative and make it even easier for you to respond to your visitors.
A couple more buttons I want to introduce you to. Down the bottom HERE, you can create a Ticket whilst in a conversation. You can copy the chat transcript HERE and you can even ban a visitor. That’ll stop them asking for a discount.
Next up, I’m going to give you three tips on how to turn your chats into conversations and a great experience for your visitors.
I want to give you three quick tips for responding to chats.
Here we go:
1. Get personal. You can still build incredible relationships and rapport over chat. One easy way is to get the visitor’s name early on. “ Hi, I’m Adrian. May I ask who I am chatting with today?” Once you have their name, use their name through the rest of the conversation and it’s going to make it so much easier to capture all the other information or details you want.
2. Use Emoji’s. Emoji’s are universal and they’re great to convey emotion and show empathy.
3. Remember, chat is a conversation. Two things you should avoid:
1. Large slabs of text.
2. Responding immediately after the question or comment has been posted, (remember with tawk.to you can see exactly what they are typing). By doing this, it appears impersonal and robotic.
I’m sure this is really easy for you and your team to work on.
Next up we’re going to be discussing how you can use the tawk.to software to collaborate with your team remotely.
The tawk.to software is not just a great tool to engage and interact with visitors on your website, it’s a great way to collaborate, and work with your team as well.
I’m going to show you three features within tawk.to that are going to help you work better as a team.
The first is group chats.
From within the tawk.to dashboard you can create a group chat with selected team members.
On the left hand side of the dashboard, next to the GROUPS title, click the + sign or NEW GROUP.
Enter the group name.
Select the PROPERTY.
And select the TEAM MEMBERS you want to add to that group.
There’s no limit to the number of groups you can create, and if you, or one of your team members want to exit a group at any stage, just click the RED EXIT ARROW in the bottom right hand corner, HERE.
You can also have a direct conversation with any of your team members as well HERE.
Another great feature to improve teamwork is the whisper function. You can chat with one of your team members, whilst they are in a chat with a customer, without the customer knowing. We call it a whisper.
To use the whisper function, click on an existing CHAT, then click on the WHISPER tab, here. The input text box will turn pink. Anything you type now, will be sent to the person responding, but the customer or visitor won’t be able to see it.
From here, you can also take over an existing chat. You can join the chat as the alias used by the team member, or agent, already in the chat. Just click the JOIN button. The software will confirm you want to join the chat by asking, “Another agent in chat, join anyway?” Click JOIN again to enter the chat.
Lastly, we’re going to talk about the tawk.to ticketing system. The ticketing system is a great way to escalate or follow up conversations had in chat via email. All from within tawk.to dashboard.
The ticketing system is great because:
You can assign tickets to team members.
You can set their priority.
You can mark them as open, pending or closed.
You can use shortcuts to respond to tickets and the team will have access to the conversation thread.
You can even track your team’s performance from the reporting section.
One last tutorial is left, and it’s all about the things,m or features you may not have known existed in tawk.to
In this video I’m going to share with you six features you may not be aware existed in tawk.to With all the features I’m going to give you an explanation of what it is and how it works, but if you need more information, there’ll be links in the description below.
1. You can forward all your emails to the tawk.to dashboard.
From there, you can manage them, just like a normal ticket.
You can respond to the customer directly from within tawk.to.
You can tag them.
You can assign them to a team member.
You can even mark them as open, pending or closed.
2. Each tawk.to user can create their own Profile Page. Here’s mine.
The link to your profile page can be added to business cards, email signatures, social media accounts. Only you can respond on your profile page. It means customers can start a chat with you ( or a team member ) directly.
3. You can limit who has the ability to start a chat on your widget.
tawk.to gives you the ability to hide the widget for visitors from certain countries.
You can hide the widget on certain pages of your website.
Or you can ban visitors altogether from a chat.
All to make it easier for you to manage who you want to chat with.
4. We have a Zapier integration.
Zapier lets you connect tawk.to to more than 1,500 other web services. These automated connections called Zaps, take minutes to set up, there’s no coding involved and you can automate your day-to-day tasks and build workflows between apps that otherwise wouldn’t be possible. Some cool Zaps you can set up:
You can post messages in a Slack channel when new chats begin on tawk.to.
You can send a Survey Monkey survey when a tawk.to chat ends.
You can add contacts from ended tawk.to chats directly to Mailchimp.
5. You can set-up a direct chat link to your widget.
When a customer clicks on your direct chat link, it will open up your widget in a new browser window. It’s great when you can’t add the widget to a website, or if you want to add chat to an application. It will also allow you to customise what the chat widget looks like. You can simply add it as a link, or you can mask it behind an image or icon.
6. You can hire a Virtual Assistant through tawk.to.
In an earlier episode we mentioned the Hired Agent service. We train a team of agents to respond to chats on your behalf. Ensuring you never have to miss another chat and delivering you more sales and leads from as little as $1 an hour.
But we now also offer a Virtual Assistant. These agents are not a shared resource. They are 100% dedicated to your business and can perform a number of tasks. Like:
Respond to chats, emails, tickets, even social media queries.
You can have them take inbound calls, to make outbound calls.
They can perform data entry tasks.
Back end support.
The list is endless.
All we need is a list of requirements and we’ll find you the perfect match!
Which means you work on your business, not in your business.
That’s it, there’s six features of tawk.to you probably didn’t know existed.
You can find more information in the description below.
Your customers are going to thank you for investing the time to learn how to use messaging more efficiently.
Throughout the course we’ve covered many features and skills you will need to get the most out of the tawk.to software, but I’d like to leave you with one final thought. It’s simple.
Commit to getting as close to your customers as possible.
Be where they are.
And most importantly, be there when they need you most.
Bring down the friction, and make it easy for your customers to communicate with you.
People buy from people. And most importantly, they buy from brands they know and trust.
So the fastest way to get your customers to know you, is to get the conversation started.
I’m Adrian, thanks for taking the course! Don’t hesitate to reach out to me or any of our team if you have any questions or just need to have a chat.
As a B2B company, we do well, when you do well, so let us know how we can help!
