How to Add Live Chat to Your Website: A Step-by-Step Guide

You’ve got a website for your company, and now you’re looking to take your business to the next level by adding a live chat feature. By doing so, you can drastically reduce your customer service response time from 17 hours to just two minutes. But how can you go about adding live chat to your website? Don’t worry – you’ve come to the right place. We’ll guide you through the process in a few simple steps, so you can start reaping the benefits of live chat right away.

Benefits of Live Chat for Your Business

Before we dive into the steps, let’s take a moment to explore the advantages of implementing live chat on your website. Consider the following benefits:

  • About 85% of customers express satisfaction when communicating with businesses through live chat, resulting in an improved overall customer experience.
  • Businesses using live chat report a remarkable 305% return on investment (ROI), showcasing its impact on their success.
  • Approximately 79% of businesses affirm that live chat has a positive effect on their revenue, sales, and customer loyalty.
  • Research indicates that approximately 41% of shoppers prefer real-time customer service via live chat over other support channels.

Now, let’s get started on adding live chat to your website.

Step 1: Create a Free Tidio Account

Snapshot of the first step in Tidio

To begin, head over to the Tidio sign-up page and register for a free account. Tidio offers a 14-day trial of premium features, and even after the trial ends, you can continue using their basic features at no cost. All you need is an email address and a password to sign up. Alternatively, you can use your Facebook, Shopify, or Wix account to register. It’s that simple!

Step 2: Customize Your Chat Widget

Snapshot of the fourth step in Tidio

Once you’ve logged into your free Tidio account, you’ll be guided through a series of quick customization steps. This ensures that your live chat widget suits your business’s style and maintains a consistent user experience. Start by choosing a name and selecting the color of your chat widget. You have five default colors to choose from, but you can also create a custom color palette. Additionally, you can select your preferred chat language from over 140 options. Once you’re satisfied with your choices, click “Continue.”

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Next, add your company information, choose your country and industry. These details will help Tidio provide you with tailored suggestions for live chat options. You can also decide whether to set up a welcome message for your website visitors or offer them a discount on their first visit. The welcome message is an automatic message displayed by the live chat chatbot to new visitors. This message can serve as the first interaction your potential customers have with your website. If you run an online store, a discount message might entice customers, as studies show that 67% of shoppers make purchases when offered a discount.

Now it’s time to add the chat to your website!

Step 3: Integrate Chat Into Your Website

There are two ways to integrate live chat into your website: by adding a code snippet or by using a plugin or app through your content management system (CMS), such as WordPress or Shopify.

Use Code to Add Chat to Your Website

Installation tab in Tidio settings with a settings button circled in the bottom left corner and an arrow pointing to the Installation tab in the left side menu

If you choose to add the chat code manually, it’s a straightforward process. Simply click on “Show me the code” in your Tidio settings panel, and copy the JavaScript code provided. Once you have the code, open your website’s HTML source code and paste the JavaScript snippet just above the closing </body> tag. Save your changes, and your Tidio chat widget should now be visible on your website.

If you’re not quite ready to add the code yet, don’t worry. You can always access the code later within your Tidio dashboard. Just log in to your Tidio account whenever you need to view it, or reach out to for assistance.

Add Chat through Your CMS

Snapshot of Operating Hours tab in Tidio settings panel with a settings button circled in the bottom left corner and an arrow pointing to the Operating Hours tab in the left side menu

Alternatively, if your website is built on a platform like Shopify, you can easily add a free live chat widget in just a few clicks. Visit the Shopify App Store, search for Tidio or “live chat,” select the appropriate app, and click “Add to site.” It’s that simple!

If you’re using WordPress, follow the provided video tutorial to seamlessly integrate Tidio into your website. Additionally, detailed tutorials are available for other content management systems such as Wix, BigCommerce, SquareSpace, and Magento.

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By now, you’ve successfully added live chat to your website. The remaining steps are optional but highly recommended for a personalized chat experience tailored to your business needs.

Step 4: Set Up Operating Hours

Snapshot of Desktop &amp; Mobile tab in Tidio settings panel with a settings button circled in the bottom left corner and an arrow pointing to the Desktop &amp; Mobile tab in the left side menu

To ensure your website visitors know when your support agents are available, it’s crucial to set up operating hours for your live chat. Follow these three simple steps:

  1. Go to your Tidio settings panel.
  2. Select “Operating hours.”
  3. Enable operating hours by toggling the switch.

You can adjust these hours according to your business’s working schedule. But what if your customers have questions or need assistance outside of these hours? Not to worry! By installing Tidio’s mobile app, you can still provide support on the go.

Step 5: Install the Mobile App and Desktop App

Email integration set up

One of the advantages of live chat is the ability to answer inquiries even when you’re away from your desk. To make communication with clients easier, ensure that you and your team members download the Tidio mobile and desktop apps. With the mobile app, you can answer customer questions, view visitor lists, and update customer information on the go. The app is compatible with Android 4.1 and higher or iOS 9.0 and higher.

The desktop app, on the other hand, enables you to provide assistance to customers without keeping your browser open. Even with the browser closed, you’ll receive notifications about customer queries regarding your products and services. You can download the desktop app for macOS and Windows computers.

For detailed instructions on downloading the Tidio mobile and desktop apps for your specific devices, refer to our knowledge base.

Step 6: Integrate Email, Messenger, and Instagram

Snapshot of Appearance tab in Tidio settings panel with a settings button circled in the bottom left corner and an arrow pointing to the Appearance tab in the left side menu

Make the most of Tidio’s integrations by connecting your chat with email, Facebook Messenger, Instagram, and your preferred CRM system. These integrations can enhance your customer support results and increase customer satisfaction. Here’s how:

  • By connecting your email, you can streamline your email marketing campaigns and manage your leads effectively.
  • Integrating Messenger enables your chat agents to communicate with clients on both your Facebook page and website.
  • Linking your Instagram account allows you to respond to your subscribers’ reactions to your Instagram stories.

Moreover, by centralizing all customer communication in one dashboard, your support team can efficiently handle inquiries. Now that you’ve connected various platforms, let’s import your existing contacts into Tidio.

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Step 7: Import Contacts

Before uploading your contacts, ensure that you organize the data in separate columns in a Google Sheets document with proper headers. Include information such as name, surname, email address, country, and phone number. Once you’ve prepared your data, save it as a CSV file.

To import contacts into your Tidio account, navigate to the Contacts section on the left-hand side of your admin page. Click on “Import from file,” and a new panel will appear. Drag and drop your CSV file into the window. You’ll then need to match the data with the appropriate attributes from your contact list.

After confirming the attribute mapping, choose whether you want to update existing contacts. Either option will import your new contacts into Tidio. Finally, ensure that you have permission to contact these new leads. Once you’ve completed these steps, your sales team will have a comprehensive list of leads.

For a detailed guide on importing new contacts into your Tidio account, refer to our knowledge base.

Step 8: Personalize Your Messages

Snapshot of Appearance tab in Tidio settings panel with a Get Started section circled in the middle of the screen and an arrow pointing to the widget preview in the bottom right corner of the screen

Last but not least, customize the messages your customers see before clicking on the chat bubble. Ensure that it’s clear that your support team is ready to assist visitors with any questions or inquiries they may have. In your Tidio Settings, navigate to the Appearance page to personalize these messages. Additionally, you can modify the online and offline status messages and tailor the offline message for visitors who browse your website after operating hours. Feel free to modify all these messages according to your preferences.

Click “Get Started” to reveal additional fields for further customization.

How to Add Live Chat to Website in 10 Minutes [8 Steps]

Congratulations! You’ve successfully added live chat to your website. Your eCommerce business is now equipped with a super-fast customer response time, setting you apart from competitors relying on email and social media. It’s time for your live chat support commitment to make a difference.

For a quick overview of getting started with Tidio chat, check out our 4-minute video guide.

Key Takeaway

Live chat is not just another trend in online business; it’s a significant competitive advantage that you can leverage to your advantage. Many websites and small businesses are yet to realize the potential of this free customer communication tool. It’s an untapped opportunity waiting for you!

In summary, here are the steps to add live chat to your website:

  1. Get a free Tidio account.
  2. Customize your chat widget.
  3. Integrate chat into your website.
  4. Set up operating hours.
  5. Install the mobile and desktop apps.
  6. Integrate email, Messenger, and Instagram.
  7. Import your contacts.
  8. Personalize your messages.

Now that you know how to add live chat to your website, go ahead and customize it to match your brand’s identity. You can also explore chatbot functionality to automate your chat services.

Got any questions? Check out the FAQs below for further clarification.