Now that Web Chat is installed, here are some tips to set yourself up to maximize lead generation. To customize your Broadly Web Chat go to "Settings" > "Web Chat" in your Broadly App.
Below, we break down all your Broadly Web Chat customization options and take a deeper dive into these best practices:
- Add an avatar with a friendly face
- Enable business hours
- Keep your greeting short
- Keep your business name in your automated responses
Enable Web Chat
Web Chat is enabled by default, but you are able to disable it at any time. Disabling Web Chat will remove the chat from your website until you re-enable it. We recommend disabling Web Chat if no one will be available to respond to leads due to long-term office closure, holidays, remodelling, etc.
Avatar & Color
Customizing your Web Chat's avatar can increase lead generation and ensure Web Chat is in alignment with your business' brand. We recommend uploading an image of a team member or company mascot because friendly faces have been shown to increase customer engagement. Uploading a square image typically works best.
We recommend changing the color of your chat box to match your business website’s appearance. This keeps your website looking more professional.
Display Name
When website visitors engage with Web Chat, your business name will be displayed at the top of the chatbox by default. Customize what’s displayed at the top of the chatbox by updating your Display Name.
Enable Business Hours
With Business Hours enabled, Web Chat will continue to capture leads as usual when your office is open. If site visitors are contacting you when your office is closed, we’ll let them know to expect a response when you reopen. This will help set the right expectations with your customers.
Zip Code
Enabling this will have Web Chat automatically ask leads for their zip code. This will help you determine if leads are in your service area without having to message them back and forth.
Messaging Customizations
While Broadly manages to capture leads, some customization options allow you to appeal to your unique customer base.
- Web Chat greeting: This message is displayed to website visitors when Web Chat initially loads on your website. We recommend keeping the greeting short and friendly.
- Follow-up message to new lead: This message is sent automatically to your lead’s email or cell phone after Broadly adds them to your Broadly app. Since this is the first message a lead will receive through email/SMS it’s important to keep your business name in the message so they know who is contacting them.
- Follow-up message to new lead after hours: When a lead reaches out after hours, this message is sent automatically to your lead’s email or cell phone after Broadly adds them to your Broadly app. You must have Business Hours enabled to access this customization option. Since this is the first message a lead will receive through email/SMS it’s important to keep your business name in the message so they know who is contacting them.
Multi-Location Web Chat
If you have multiple locations with Broadly, the Multi-Location Web Chat setting will enable your chat to support lead generation for up to 4 locations. Read more in our article Web Chat for Multi-Location Businesses.
For more information, check out our article Best Practices for Engaging Leads.