In the fast-paced Australian digital landscape, local customers expect answers in real-time. Adding a live chat widget to your website isn't just a luxury anymore; it’s a powerful tool to reduce bounce rates, capture leads after hours, and provide the immediate support that turns a browser into a loyal customer.
Whether you are a plumber in Brisbane or a boutique law firm in Sydney, live chat bridges the gap between a cold website visit and a warm human connection. This guide will walk you through the process of selecting and installing a chat system that works for your business.
Prerequisites: What You’ll Need
Before we dive into the technical steps, ensure you have the following ready:- Website Admin Access: You’ll need the login for your CMS (WordPress, Shopify, Squarespace, etc.).
- A Dedicated Email Address: For receiving chat transcripts and notifications (e.g., support@yourbusiness.com.au).
- Team Availability: A clear idea of who will answer the chats during business hours.
- Brand Assets: Your logo and brand hex codes to ensure the widget matches your website’s aesthetic.
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Step 1: Choose the Right Chat Platform
Not all chat tools are created equal. For Australian small businesses, we generally recommend platforms like Tidio, HubSpot, or Intercom.- Tidio: Great for beginners with a generous free tier.
- HubSpot: Best if you want a free CRM integrated with your chat.
- WhatsApp Business: Excellent for mobile-heavy users in Australia.
Step 2: Create Your Account and Basic Profile
Once you’ve chosen a platform, sign up using your professional email. During the setup wizard, you will be asked for your business name and website URL. Pro Tip: Use your actual name and a real photo for the operator profile. People in Australia value authenticity; chatting with a 'Support Robot' is far less engaging than chatting with 'Sarah from Brisbane'.Step 3: Customise the Widget Appearance
Navigate to the 'Channels' or 'Appearance' settings. Here, you can change the colour of the chat bubble to match your brand.- Colour: Use your brand’s primary action colour.
- Position: Usually the bottom right corner is standard and expected by users.
- Language: Ensure it is set to English (UK/AU) for correct spelling.
Step 4: Configure Your "Pre-Chat" Survey
A pre-chat survey asks the user for their name and email before the conversation starts. This is vital for local businesses because if the connection drops, you still have their contact details to follow up via phone or email.- Recommended Fields: Name, Email, and a brief 'How can we help?' dropdown.
Step 5: Set Your Operating Hours
One of the biggest mistakes is leaving a chat widget 'Online' when no one is there to answer.Go to Settings > Operating Hours. Set your hours to AEST/AEDT (depending on your location). When you are offline, the widget should automatically switch to a 'Leave a Message' form. This ensures you never miss a lead while you’re sleeping or out on a job site.
Step 6: Install the Chat Code on Your Website
This is the technical part, but don't worry—most platforms make it easy. You will be given a small snippet of JavaScript code.- For WordPress: Install a plugin like 'Insert Headers and Footers' or use the specific plugin provided by your chat provider (e.g., the Tidio WordPress plugin).
- Manual Install: Paste the code just before the closing