With tawk.to you have the ability to set up a Pre-Chat Form which asks the visitor to enter some details before starting a chat.
Here’s how you can set-up and edit a Pre-Chat Form.
– Click on the GEAR ICON in the bottom left hand corner.
– Then click CHAT WIDGET
Under Widget Content, select EDIT CONTENT
– Then select PRE-CHAT FORM
You can mark as field as required, or mandatory by clicking the asterix.
The problem with a Pre-Chat Form is that it significantly reduces the number of incoming chats. It’s like going into a shop, having a walk around and then going up to the counter and asking a question. How much are those shoes? Do you ship to Australia? And the person behind the counter says to you, “I’m happy to answer your question, but can you give me your name, email address and phone number first.” Bad experience, right? Well that’s the same thing you are doing with a Pre-Chat Form.
Most tawk.to users report using a Pre-Chat Form so that they can capture the visitor’s details in case they miss the chat.
An alternative to using Pre-Chat Form is to set-up a Chat Rescuer Trigger.
A Chat Rescuer is a type of Trigger, (or automation) and it’s going to send a message to the visitor in the chat if you don’t respond quickly enough.
Here’s how to set it up.
– Login to your tawk.to dashboard.
– Go to ADMINISTRATION in the bottom left hand corner.
– Select the TRIGGERS option.
– In the top right hand corner, click ADD TRIGGER.
– And you want to select the “Basic – Chat Rescuer” as your type.
A couple of tips with your Chat Rescuer.
The delay. This is how long it will take to send the message. You don’t want to set this to fire too quickly; it means every visitor is going to get this message. Nor do you want to set it to fire too late, as the visitor is most likely going to have left the chat already.
If possible, try to use your name and image, or a team member’s name and image. It’s going to help to build trust.
And your message might look something like this:
“Thanks for your patience, we are currently responding to other customers. We shouldn’t be too much longer, but if you can’t wait, leave your name and contact details. We’ll get back to you shortly.”
Remember! Not responding to a visitor in chat is a bad experience for your visitor and a missed opportunity for your business.
You shouldn’t set-up a Pre-Chat Form or a Chat Rescuer expecting to miss chats. It should be a last resort or a worst case scenario.
You want to do everything you can to reduce the number of missed chats, so if you need help, we have a team of agents that can be there when you’re not – so you never have to miss another chat.
For more information or for links to the relevant articles in our knowledge base please check the description below.
Next up, we are going to discuss using Triggers and how you can engage more people on your website.
Here is a video showing you how to add a pre-chat form to the visitor widget.
Triggers are used to create proactive chat engagement.