Live Chat
A live chat is a conversation window embedded in your website that allows visitors to ask you questions in real time. It is a powerful tool for increasing conversions and reassuring prospects.
What is a live chat?
A live chat is a messaging widget that typically appears at the bottom right of your site. Your visitors can click on it to open a conversation window and send you a message instantly.
You receive messages on your computer or phone through a dedicated app and can respond within seconds. Some tools also offer automatic replies or chatbots to handle inquiries when you are unavailable.
What are the benefits of live chat?
Adding a live chat to your site delivers measurable benefits for your business.
- Increased conversions — A visitor who can ask a question quickly is more likely to contact you or make a purchase. Chat reduces abandonment rates.
- Stronger trust — The presence of a chat shows that someone is behind the site. It humanizes your business and reassures hesitant visitors.
- Instant response — Unlike a contact form or email, chat offers a real-time response. Visitors do not need to wait.
- Lead capture — If you are unavailable, the chat can ask for the visitor's email and store the message. You follow up later.
- Understanding needs — Questions asked through the chat reveal what your visitors truly want. This feedback is invaluable for improving your site.
Which live chat tools do we recommend?
Several live chat solutions are compatible with Madra websites. Here are the most popular ones.
- Crisp — A tool with a generous free plan (2 operators included). Modern interface, mobile app, and the ability to add a chatbot. Well suited for small businesses.
- Tawk.to — A completely free live chat with no operator limit. Easy to use with a mobile app for responding on the go. The interface is slightly less modern than Crisp.
- WhatsApp button — Instead of a traditional chat, you can add a WhatsApp button that opens a conversation directly in the app. Ideal if your clients already use WhatsApp and you want to centralize your communications.
- Tidio — A comprehensive tool with live chat, AI chatbot, and email integration. Free plan available for small volumes.
If you are unsure where to start, try Crisp or Tawk.to. Both are free and can be installed in just a few minutes. You can always switch later if your needs change.
How do you add a live chat to your site?
Installing a live chat on your Madra website takes just a few simple steps.
Create an account with your chosen tool
Sign up on the Crisp, Tawk.to, or other provider website. Account creation is generally free.
Customize your widget
Configure the colors, welcome message, availability hours, and offline message. Match everything to your brand identity.
Get the integration code
The tool provides a small JavaScript snippet to place on your site. Copy it.
Send it to Madra support
Send the code to Madra support. Our team will integrate it into your site and republish it. The process takes just a few minutes.
Download the mobile app
Install your chat tool's mobile app on your phone to receive notifications and respond to visitors even when you are on the go.
What are the best practices for live chat?
To get the most out of your live chat, follow these recommendations.
- Set your hours — Clearly indicate when you are available. An offline message should offer an alternative (contact form, email).
- Respond quickly — The advantage of chat is immediacy. Try to respond in under 2 minutes during your available hours.
- Prepare canned responses — Identify frequently asked questions and prepare ready-made answers to save time.
- Stay professional — Chat is informal but not casual. Use a friendly tone while remaining professional.
- Avoid intrusive pop-ups — Do not bombard visitors with automatic messages. A simple, visible widget at the bottom of the page is enough.
Adding a live chat may require updating your privacy policy if the tool collects personal data (email, name). Make sure to check this point.
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