As an important channel for displaying and selling corporate products, independent websites are becoming an increasingly popular choice for cross-border e-commerce because of their advantages such as being able to customize the design and functions of the website and directly manage customer data. However, during the operation of a cross-border e-commerce independent website, you may not know how to install a chat plug- in to communicate with users in a timely manner, resulting in low customer communication efficiency and high churn rate. After installing the chat plug-in on the independent website, you can not only set up a robot to automatically reply to increase the response speed, but also let the human customer service follow up and reply in time in the background, greatly reducing the order abandonment rate. This article will introduce in detail the advantages, usage scenarios, installation steps and optimization techniques of adding a chat plug-in to a cross-border e-commerce independent website, to help cross-border e-commerce companies improve the operation of independent websites and capture potential customers .
Why does an independent website need a chat plugin?
In the process of independent website operation, customer communication is often a pain point. An independent website without a chat plug-in may lose potential customers because users cannot find the consultation entrance or customer service may lose potential customers due to communication delays. The chat plug-in provides a good solution for cross-border e-commerce.
1. Improve customer communication efficiency
Through the chat plug-in, users can communicate with customer service in real time directly through the chat window. The timeliness of the chat plug-in can shorten the response time and improve customer satisfaction.
2. Improve conversion rate
Timely interaction can reduce order loss. Chat plug-ins can set up robots to respond to common questions in seconds. Problems that the robots cannot handle will be immediately connected to human customer service to quickly resolve the problem and speed up users to complete their purchases.
3. Improve the SEO ranking of independent sites
In the operation of independent websites, SEO ranking directly affects the natural exposure of independent websites in Google searches . One of the important criteria for Google to evaluate the SEO ranking of independent websites is the time users stay on the website. After adding a chat plug-in to the independent website, enterprises can use AI chatbots to attract users to interact more on the independent website , increase their stay time on the website, and thus improve the SEO ranking of the independent website.
4. Meet customers’ diverse needs and divert traffic to other social media platforms
The chat plug-in supports the integration of common social media platforms (such as Whatsapp, Messenger, Line, etc.). Customers in some countries prefer to conduct follow-up communications on social media platforms. The chat plug-in allows customers to directly contact the manual customer service on the social media platform, which can not only divert users to other platforms, but also enhance customer stickiness.
5. Multi-language support
Cross-border e-commerce independent sites often have users from all over the world, so multi-language support is essential. Chat plug-ins can automatically identify and translate messages sent by customers, and can also automatically translate reply messages into the language used by customers, eliminating language barriers and reducing corporate employment costs.
Independent station chat plug-in usage scenarios
In actual usage scenarios of users and enterprises, when will users and enterprises use chat plug-ins? Here are some specific usage scenarios:
Pre-sales support: Solve user questions in real time
When customers browse cross-border e-commerce independent websites, they may not be able to fully understand the product features, prices or event information through the content on the page. When they want to learn more about the product, the chat plug-in provides them with a direct communication channel, allowing customers to learn about the company's products without adding friends , reducing the intermediate steps for users to understand the company's products, accelerating users' decision-making speed, and reducing customer churn.
After-sales support: improving user satisfaction
After purchasing a product, users may want to know the logistics situation, or need certain after-sales support (return or exchange or product usage issues) . At this time, customers can quickly contact after-sales customer service through the chat plug-in to solve the problem, without having to wait for after-sales service through cumbersome contact methods such as email.
Specific events or promotions: Reach users faster
During Black Friday or other big promotions, a large number of customers visit the company's independent website, hoping to buy some discounted products, but they don't know what discounts or promotional products the company has. At this time, you can use the chat plug-in's preset automatic reply , or display discounts in the chat plug-in's bulletin board to guide users to specific event pages, clearly convey discount information, and encourage users to place orders.
Steps to install the chat plugin on an independent site
The steps to install the chat plugin vary depending on the independent website building platform used by the enterprise. The following takes Shopify as an example to demonstrate the tutorial for installing the chat plugin on an independent website. If the enterprise builds its own independent website on other website building platforms such as ShopLazza , ShopLine , WordPress , BigCommerce , OpenCart , UEESHOP , Shopyy , etc., you can view the tutorial for installing the chat plugin at this link: How to add a chat plugin to an independent website? -SaleSmartly-Help Center-SaleSmartly User Guide .
1. Install via Shopify app
(1) Log in to Shopify , [Apps] - [Add App] - [ Shopify App Store ]
(2) Enter the search page and enter [ SaleSmartly ] - [Install]
(3) Enter the application authorization page and click [Install] again.
(4) Jump to register a SaleSmartly account. After completing the SaleSmartly account registration, you can check the successful installation of the plug-in Shopify store site in the SaleSmartly backend [Settings] - [Chat plug-in]
2. Install via JavaScript code
(1) Create a plugin in SaleSmartly
①Register and log in to SaleSmartly backend - [Integration] - [Chat Plugin] - [Create Plugin] - [Plugin Configuration] to edit the desired style of the enterprise chat plugin
②After the plugin is created, return to [Chat Plugin] — 【Copy】 Installation code
(2) Install SaleSmartly on Shopify store
① After logging in to Shopify, go to [Online Store] — [Template] , click [Action] — [Edit Code] to enter the code editing page.
② On the code editing page, click [layout] — [theme.liquid] to enter the file code input box.
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