Boost Customer Experience: Let Visitors Choose Their Preferred IM Channel in Your Chat Widget

Boost Customer Experience: Let Visitors Choose Their Preferred IM Channel in Your Chat Widget

We have an exciting enhancement coming your way. Pushing the perimeter has always been our thing, and we have come up with yet another enhancement for your Zoho SalesIQ live chat. Did you know your live chat can support more than chats and calls? That's right, you can integrate your Instant Messaging channels into your live chat widget, offering visitors the flexibility to choose their preferred communication platform.


Why is this a game-changer?  

SalesIQ supports six Instant Messaging channels—Facebook, Instagram, WhatsApp, Line, WeChat, and Telegram. With this update, you can add these IM options to your widget using custom CSS. When users click on their preferred channel, they will be redirected to your page on the chosen IM channel and can initiate a chat, which will then appear as an incoming chat in SalesIQ.

If you have chatbots enabled in your channels, your bot (Zobot) will engage with visitors, providing instant responses, answering queries, and ensuring seamless interaction, significantly enhancing customer experience and reducing response times.

How does this benefit your customers?  

  • All-in-one widget – Provide diverse communication options within a single SalesIQ live chat interface.

  • Enhanced customer experience – Give visitors the freedom to communicate on their preferred platform, improving engagement and satisfaction.  

  • Effortless management – Handle all IM and website chat conversations from one centralized dashboard.

  • Automated conversation with Bots – Leverage Zobot to automate visitor interactions, provide instant responses, and improve efficiency.

Additionally, boost marketing and sales using  personalized widgets to highlight offers, discounts, promotions, and upcoming product launches, driving customer engagement and conversions.

How to implement this?  

First, add the CSS to the brand settings and update the installation script with additional code.

Adding CSS to the brand settings:

  • Navigate to Settings > Brands > Personalization > Chat Widget in your SalesIQ dashboard.

  • Scroll down to Upload custom CSS, click on New, and upload the downloaded file.

Info
Note: The CSS file includes a background pattern. To customize the background, update the image URL in line #5 of the .css file.

Installation code changes:

  • In the script/code, make the necessary changes.

  • Choose the IM channels you want to display [line #6-11]:

    • Comment out the channels you don’t need by adding // at the beginning of the line.

    • Update the redirection URLs to match your respective channels links.

  • Choose your preferred display style [line #13]:

    • Horizontal format – Best for 3 or more channels.

    • Rectangular button format – Ideal for 1 or 2 channels.

  • Update your widget code [line #41]:

    • Navigate to Settings > Brands > Installation and copy the updated widget URL.

    • Paste the URL into the downloaded script and add it to your website's HTML source code, just as you did with the installation script earlier. Then, publish the changes.

Alert
Note: If you're using any JavaScript APIs, add them to line #3 of the script.


Make your SalesIQ widget more powerful, interactive, and actionable with this enhancement! Don't miss out on this opportunity to enhance visitor engagement and streamline multi-channel communication.

We hope this helps! If you have any questions, feel free to drop a comment.


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