Customizing Your Chat Widgets for Better Engagement - Part 2

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Welcome back! In our previous post, we were talking about New Year's resolutions and how now is a great time to reflect on how you're using LibraryH3lp to engage with guests and brainstorm some ways you can do even better for 2025. A few tweaks here and there can really enhance visibility and make the widget more usable for your guests. 

To help you maximize engagement, we developed some questions you can ask yourself to see where you stand. In this post, we'll tackle the next two questions.

1. Is chat available to guests?
2. Do guests notice your chat widget?
3. Is it easy for guests to start a chat?
4. Do guests know they're chatting with a human?
5. Do guests have enough room to chat?
6. Do guests have to wait a long time to connect to an operator?

3) Is it easy for guests to start a chat?

This item is important if you've opted to include an entry form in your chat widget. By default, guests can enter a question in to the chat box and they're off and running with chat -- it doesn't get much simpler than that. However entry forms add an extra hoop the guest must go through before the conversation begins. If guests have to provide too much information up front for a simple question, they won't start a chat. 

Take some time to review the questions in your entry form to ensure a balance exists between the work a guest needs to do to start a chat and the importance of having that information for each and every guest that chats. Information can always be obtained from a guest during the course of the chat depending on the nature of the chat. You may find that some entry form data is better collected on per guest basis. Ad hoc collection can be made easy for operators with canned messages.

4) Do guests know they're chatting with a human?

With the rise in the popularity of bots, we've seen that more and more guests assume they'll be connected to a bot rather than a real person. You may want to touch up your chat box title or add a greeting so that you clearly set the expectation for the guest that they can expect to get quality real-time help from a live person. You just might find that guests are more apt to engage if they know there's a person on the other side.

That's it for now! Stay tuned for our next post where we'll tackle the last two questions designed to help you achieve better engagement for 2025. If you missed or need to review the first two questions, take a peek at Part 1. And if you have any questions or hit any snags, please contact LibraryH3lp support. We're always happy to help.