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If running customer service wasn't already challenging enough in itself, imagine doing it with multiple websites. Think about it, one team that constantly has to click back-and-forth from channel to channel to channel. Each website comes with its own email address, Facebook account, and probably also a live chat.
Unless you pick the right live chat solution for multiple websites of course.
What is a live chat solution for multiple websites?
With the right software solution, you can manage live chats on multiple websites in a singular view, together with one or multiple teams. This is especially useful for companies that have multiple brands, which is often the case in e-commerce.
The benefit of using one live chat solution for multiple websites
One of the biggest challenges in customer service is working together. Especially now that so many teams are working remotely. How do you know who is picking up which conversation, for instance? And how do you internally discuss a customer question?
This gets difficult fast. Especially when there are multiple brands, websites, and live chats involved.
With the right customer service platform, you can manage all the conversations from all of those different live chats in one view. You can decide whether you want each live chat to be picked up by a specific team or not, but you'll always keep a clear overview of what's going on.
This way of working saves time, makes collaboration easier, and allows customers to get the fast answers they want.
Jamani's success story
One of the fastest-growing e-commerce companies in the Netherlands is called Jamani. They have multiple labels, such as Koopjedeal.nl and Dekbed-Discounter.nl. Each of their labels has its own personalized live chat, but all the incoming messages are managed in one view.
That's right. Personalized and efficient. Here's how they did it:
How to set up one live chat on multiple websites
In Trengo's customer service platform, you can set up multiple live chats with each their own website widget.
Within this widget, visitors can easily start a conversation. You can add multiple channels to it, such as your WhatsApp and Facebook Messenger. If you want, you can also connect your own Help Center to it.
This creates an informative hub for your visitors right in the bottom corner of your websites.
Setting up a live chat
- First, sign up for a free trial at Trengo.
- Next, go to the settings page and add a live chat.
- Personalize the live chat. Add an internal name, a profile picture, pick a color, set a notification.
- Fill out the remaining settings.
Next, go to 'website widget' to create a widget. You won't need to call up your developer for this, it's quite straightforward. The entire process is explained in detail in this article.
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