What is a Website Widget & how does it improve the customer experience on your site?

Do you know that little bubble, button, icon on the bottom corner of a website? That's a website widget. These small but mighty tools help your business enhance user interaction and drive engagement.

But for them to really have an impact, they need to be configured correctly to match your customers' expectations. According to Publicis Sapient, more than half of customers prefer self-service technology for simple issues, but 83% also expect immediate responses for complex ones.

This dual demand makes customer service widgets indispensable. They seamlessly blend self-service and direct customer support, ensuring every visitor to your website has their needs met.

In this blog, we'll dive into what website widgets are, their benefits, types, and how to integrate them into your website effectively.

What is a widget on a website?

A website widget is a small application embedded into your website that enhances functionality and user interaction.

Here are some examples of how they can be used:

• Contact forms: allow visitors to easily reach out with inquiries or requests. For example, a beautician could use a contact form to let people schedule appointments or ask about services.
• Live Chat: provide instant support and answers to user queries. For example, an e-commerce site can use live chat to help customers with product questions and order issues.
• Feedback widgets: gather customer opinions and suggestions. For example, a restaurant's website could feature a feedback widget for diners to share their experiences or suggest menu items, while a fitness center could use one to collect feedback on classes and trainers.
• Appointment scheduling: simplify the process of booking services. For example, a dentist can have a scheduling widget on their website to allow patients to book appointments directly, and a personal trainer can use a similar widget to let clients book training sessions.
• Surveys and polls: engage users and gather data. For example, a travel agency could use a survey widget to ask customers about their travel preferences and experiences, while a salon could use a poll to decide which new services or products to offer.
• Review widgets: display customer reviews and ratings. For example, a home cleaning service could use a review widget to showcase customer testimonials, building trust and credibility with potential clients, and a local cafe could display ratings from diners to attract more visitors.

Widgets like these are great for improving user interaction and meeting customer expectations. They can help you direct customers to the information they are looking for quickly and keep them engaged on your site.

Benefits of using Website Widgets

Customer expectations are higher than ever. They demand superior service, and they want it instantly. The State of the Connected Customer report shows that 88% of customers are more likely to purchase again when companies meet these expectations. Website widgets play a role in providing quality interactions that keep customers coming back.

Enhanced customer experience

Widgets streamline user interactions, making it easier for customers to find what they need without unnecessary delays. For example, Amazon’s retail self-service product return guides customers through identifying which items they’d like to return, how they’d like to return them, and getting a refund — all without waiting to contact an employee. This type of smooth, intuitive service can enhance customer experience.

Increased engagement

Website widgets, such as live chat and social media feeds, keep users engaged by providing real-time interaction and updates. Live chat widgets can guide customers through initial queries and, if necessary, escalate them to human Support, ensuring that more complex issues are handled fast and without frustration on the customers' part.

Functionality and flexibility

Widgets add a layer of functionality to websites, making them more versatile and user-friendly. For instance, a hotel website might use a review widget to showcase guest testimonials and build trust with potential visitors. An e-commerce site could integrate a product slider to highlight new arrivals or special offers, keeping the content engaging.

Incorporating various widgets also allows businesses to adapt to different customer preferences. A multichannel widget, for example, can display all available contact options—such as email, phone, live chat, and social media—so customers can choose their preferred method of communication.

Website widgets come in many forms, each designed to enhance the user experience and drive engagement. Let's explore some of the most effective types, with examples of how they can be used across different industries.

Types of Website widgets

Website widgets come in many forms, each designed to enhance the user experience and drive engagement in a specific way. Here are some examples of widgets for your website.

Interactive widgets

Interactive widgets engage users by providing real-time interaction and feedback.

• Live Chats: These allow customers to get instant responses to their queries. For instance, an online retailer could use live chat to assist customers with product information and troubleshooting, reducing the number of abandoned carts.
• Flowbots: Automated bots guide users through processes such as booking appointments or resolving common issues. A healthcare provider might implement a flowbot to help patients schedule appointments, reducing the need for phone calls and freeing up staff time to deal with other issues.

Multichannel widgets

Multichannel widgets consolidate various communication channels into one convenient interface.

• Example: A multichannel widget on a website can display options for live chat, email, phone support, and social media contact, allowing users to choose their preferred method of communication. This ensures that all customer preferences are catered to.

E-commerce widgets

E-commerce widgets are designed to boost online sales by making shopping experiences more engaging.

• Product Sliders: These widgets highlight new arrivals, bestsellers, or promotions, keeping your homepage dynamic and refreshed. For example, a fashion store could use a product slider to showcase seasonal collections, allowing visitors to explore more new products.
• Review Sections: A customer review widget for website reviews and ratings can build trust and push customers through your funnel. An electronics store might display a review widget next to product descriptions to provide social proof and extra insights about the products that give the customers the confidence to make a purchase.
• Shopping Carts: Essential for any e-commerce site, these widgets simplify the checkout process by keeping track of selected items and displaying them in an easily accessible format. They help customers easily keep track of their total spend and allow them to quickly add or remove items from the cart.

Custom widgets

Custom widgets can be tailored to meet specific business needs, providing unique functionalities that standard widgets may not offer.

• Example: A real estate agency could create a custom widget that allows users to search for properties based on various filters such as location, price range, and amenities. This personalised tool enhances user experience by making it easier for potential buyers to find their ideal home that meets their specific criteria.

How to add a widget to your website

Adding a website widget can seem daunting, but with platforms like Trengo, it’s straightforward.

Here’s a step-by-step guide to get your widget up and running on your site.

How to set up the trengo website widget

• Navigate to settings:

Go to Settings > Web widgets, and click the ‘plus’ icon.

• Configure your Wwdget:

Click ‘Settings’ to begin setup.

• Set up your website widget:

Widget Title: Enter a title for your widget. This will not be shown to customers.

Company Display Name: Enter your company name, which will be displayed at the top of the widget. Manage this by clicking the ‘here’ button.

Default Channel: Select the channel that will be shown when a customer opens the widget (e.g., live chat).

Widget Colour: Choose the colour scheme for your widget.

Show Team: Enable this to display chat user profiles (including pictures and names) within the widget.

Widget Position: Decide which side of your website the widget will appear on.

Widget Icon: Choose an icon that will be displayed when the widget is closed.

Hide Trengo Logo: Enable this option to hide the Trengo logo on your widget.

Send Events to Google Analytics: Enable this if you want to track widget events using Google Analytics.

• After setting up these configurations, click ‘Create widget’. Your widget framework is now ready, and you can proceed to add channels to your website widget.

Adding Widgets on popular platforms

WordPress

• Go to your WordPress dashboard.
• Navigate to Plugins > Add New, and search for widget plugins (e.g., live chat, social media feeds).
• Install and activate the plugin of your choice.
• Configure the widget settings as per your requirements and add it to your desired webpage.

Shopify

• From your Shopify admin, go to Online Store > Themes.
• Click Customise next to the theme you want to edit.
• Select Add section, then choose the type of widget you want to add (e.g., product slider, review widget).
• Customise the widget settings and click Save.

Custom HTML Websites

• Copy the widget code your widget service provides (e.g., Trengo, live chat providers).
• Paste the code into the HTML of your website where you want the widget to appear.
• Save and publish your changes.

Using plugins and tools

For a seamless integration, consider using popular tools and plugins:

• Live Chat Plugins: Many platforms offer plugins to add live chat widgets, such as Zendesk or Tawk..
• Social Media Widgets: Tools like AddThis or ShareThis provide easy integration for social media feeds.
• E-commerce Widgets: Plugins like Yotpo for reviews or Nosto for product recommendations can enhance your online store.

Add WhatsApp widget to the Website

• Use services like WhatsApp Business API or plugins specifically designed for WhatsApp integration.
• Configure the widget with your business details and preferred settings.
• Embed the widget code on your website to enable direct WhatsApp communication with your customers.

Best practices for using website widgets

Integrating website widgets can bring huge benefits to your website, but you need to ensure they are set up to enhance rather than hinder the user experience. Here are some best practices to follow:

1. User-friendly design

When designing widgets, it's crucial to consider the user. A user-friendly design is intuitive and seamlessly integrates with the overall aesthetics of your website.

For example, if you're adding a chat widget for a website, ensure it's easy to spot and activate by placing it in a consistent location, like the bottom right corner. This is where users naturally expect to find support features, making it accessible and convenient.

2. Performance optimisation

Widgets should enhance your website, not slow it down. To maintain optimal performance, optimising widgets for quick loading times is essential.

For example, compress images used in your widget to reduce load times. Additionally, using asynchronous loading can ensure that widgets like calendars and live chats do not impact the initial load time of your webpage by loading after all the other content.

3. Mobile responsiveness

With 60.67% of website traffic from Mobile Devices alone, ensuring that your mobile widgets are responsive is non-negotiable. A calendar widget for your website should be touch-friendly, allowing users to swipe through events easily on their smartphones. This ensures that mobile users have the same seamless experience as desktop users.

4. Relevance and Placement

Strategically placing widgets where they are most relevant to user needs will increase the number of people who actually use them. For example, integrating a customer review widget for a website directly on product pages allows potential buyers to read testimonials and reviews when considering a purchase. This strategic placement can significantly influence buying decisions by providing social proof at the right time.

5. Regular updates

Keep your widgets up-to-date to ensure they function correctly and provide the best user experience. Regularly updating the Instagram widget for websites ensures that it displays the latest posts, keeping your content fresh and engaging for visitors.

6. Privacy and Compliance

Compliance with privacy laws and regulations, such as GDPR, is crucial when using widgets that collect user data. For instance, a contact form widget should include a consent checkbox, informing users about data collection practices and ensuring their compliance. This transparency builds trust with your audience and ensures you comply with all legal requirements.

7. Personalisation

Personalising widgets can enhance user experience by making interactions more relevant to each individual. For example, a multichannel widget that greets returning visitors by name and offers personalised recommendations based on their previous interactions can make users feel valued and understood.

8. Analytics and tracking

Understanding how your widgets are being used and where improvements can be made is key to getting the most out of your investment. Enabling event tracking in your website's live chat widget can help you monitor user interactions and gather insights about common queries and issues.

This data-driven approach allows you to refine and improve the widget's functionality continually. You can add, remove, and enhance features to meet customer needs and improve customer service.

9. Clear call-to-actions

Every widget should have a clear purpose and a call to action that guides users on what to do next. For example, a newsletter signup widget should have a compelling headline and a clear button to subscribe, making it easy for users to take the desired action. Clear, concise calls-to-action help users understand your widget and its purpose.

Website Widget FAQs

What are widgets on a website?

Widgets are small applications embedded into a website to provide specific functionalities, enhancing user experience and engagement. They can include features like live chat, social media feeds, contact forms, and review sections, making the website more interactive and user-friendly.

What are some website widget examples?

An example of a web widget is a chat widget for websites. This tool allows visitors to instantly communicate with customer service representatives, providing immediate assistance and improving overall user experience.

How do I add a widget to my website?

Adding a widget to your website can enhance its functionality and user engagement. For example, to add a chat widget for a website on platforms like WordPress or Shopify:

• Select the Widget: Choose the widget you want to add, such as a chat widget or social media feed.
• Install the Plugin: Use the respective platform’s plugin marketplace to find and install the widget.
• Configure the Settings: You can customise the widget’s appearance and functionality to match your site’s design and user needs.
• Embed the Code: For custom HTML websites, copy the widget code and paste it into your site’s HTML where the widget appears.

Detailed instructions for adding widgets on various platforms can be found on our support page.

What are some best practices for using website widgets?

Implementing website widgets effectively involves several best practices:

• User-friendly design: ensure widgets are intuitive and align with your website’s design.
• Performance optimisation: optimise widgets to load quickly without slowing down your site.
• Mobile responsiveness: make sure widgets function well on all devices.
• Regular updates: keep widgets up-to-date to maintain functionality and security.
• Personalisation: tailor widgets to enhance user experience by personalising interactions.

Can I track the performance of my website widgets?

Yes, tracking the performance of your website widgets is crucial for understanding their impact and improving them. Platforms like Trengo offer reporting opportunities that allow you to monitor user interactions with your widgets. You can track widget events such as opens, chats started, replies and more. Enabling event tracking in widgets like Live Chat can provide valuable insights into user behaviour and help you optimise the widget for better performance.

Start using a widget to improve your website experience

Website widgets are powerful tools that can transform user interaction and enhance your site's overall functionality. With a widget, you can respond faster, resolve issues more efficiently and make your customers — and team — happier. Experiment with different widgets to see what works best for your website, and watch as your user engagement and satisfaction soar.

Want to try a website widget? Join our demo today and see how our simple and powerful platform can help your team achieve more. We’ve made it easy to get started, with the user-friendly interface, and customisable workflows.

Plan a demo today