How to Add LiveChat to Squarespace
LiveChat is now an official Squarespace integration, so it’s easier than ever to add this highly converting feature to your eCommerce website! Follow this step-by-step guide to get started, and check out my tips for live chat success. First, a quick reminder of how awesome adding a live chat widget to your website can be.
Live Chat Stats For The Skeptics
Before we get into the step-by-step details, I just wanted to round up some of my favorite live chat stats in case you’re unsure whether incorporating this feature into your eCommerce website is worth it.
Live chat is customer’s preferred method of communication. Customers find live chat or messaging the most satisfying way to communicate with a business, with 73% of people preferring it to phone or email communication. When asked, 44% of online consumers say that having questions answered by a live person during an online purchase is one of the most important features a website can offer. When I hear a stat like that, I know this feature should be higher on most sellers’ web design wish lists! Having a live chat feature is almost as basic of a requirement as a contact form.
Live chat builds trust with buyers. One of the biggest objections to adding live chat - especially from small business owners - is the worry that it will suddenly take up all their time responding to live questions from online shoppers. This would be a good problem to have but in reality, out of every several hundred visitors, you may only get one who actually chats. Now, you may think that if every visitor isn’t going to chat, why even bother adding the feature? Here’s why: a staggering 90% of customers said that just seeing a live chat button reassures them that they could get help if needed and gives them confidence even if they don’t chat. (‼️) So, just setting up the widget itself is worth it, even if it never gets used! To prove this point, 77% of customers surveyed said they wouldn’t purchase on a site if there were no live chat option available. All of this says that just the mere presence of a live chat option helps build trust with visitors, and the absence of one may mean you’re missing out on sales for no other measurable reason. Bonus: 63% of consumers said they are more likely to return to a website offering live chat. Now that’s brand loyalty!
Live chat increases sales & conversions. Customers who chat with a brand are 3x more likely to purchase and have a 10-15% higher average order value. 57% of customers abandon their purchase if they can’t get their questions answered quickly and customers who chat are also 50% less likely to make a return. This means that you can reduce abandoned carts, increase the likelihood of visitors making a purchase, increase average order value and decrease returns by simply adding live chat to your eCommerc website!
The Best Live Chat Widget for Squarespace
LiveChat! I’ve tried a lot of live chat widgets, and this one is my favorite all around. Here’s why:
It has all the features you need, such as the ability to customize your widget, set up canned responses, create target messages based on customer activity, and more.
You can pull all your customer communication into one place, including messages from Facebook and Instagram - even text messages!
Easily convert chats to tickets so that you can respond without having to be online 24/7.
14-day free trial and paid plans starting at just $20/mo.
How to Set Up LiveChat on Squarespace
Head here to start your free 14-day free trial of LiveChat.
From the back end of your Squarespace account, click on Settings > Extensions and scroll down to find the LiveChat extension - or start typing LiveChat into the search box, and it will pop right up.
On the next screen, click the black Connect button in the top left corner. (If you have multiple sites in your Squarespace account, select the one you want to connect with.)
A screen will pop up asking you to give LiveChat permissions on your site; click Allow.
On the next screen, look for “Already have an account? Log in” in the far top right corner. Click on log in and use the account credentials you created in Step 1.
You should now be on the settings page in LiveChat. From here, just click the “Chat Enabled” to toggle it on.
How to Customize Your LiveChat Widget
Technically, you’re all done, but you’ll probably also want to spend a little time customizing things to match your brand. Here’s what I would recommend customizing:
Add your photo so people know who they are chatting with. (Click on the profile icon in the bottom left corner, then your name to get into your agent profile.)
Customize your chat widget with your brand colors. (Settings > Chat Widget > Customization)
Change your welcome message. (Settings > Targeted Messages)
Set up pre-chat or post-chat forms. (Settings > Forms)
Bottom Line
Shoppers have very positive associations with live chat vs. other support methods such as making a phone call or submitting a ticket or email. They know that they are getting a better experience and a more authentic, honest interaction with your brand which builds trust and loyalty. You can use live chat to help customers discover new products and more customers than ever expect brands to offer this feature. Setting up live chat with LiveChat on Squarespace is easier than ever so you can get started quickly and start discovering all these benefits for yourself.
