Planning to install a WeChat web chat widget on your website? In this article, we’ll explain what WeChat web chat is and how to use WeChat integration with website. Then, we’ll explore the benefits of using the web chat widget in terms of marketing, sales and support. Finally, we’ll show you how to incorporate chat automation into your WeChat widget with respond.io’s Workflows.
WeChat Integration with Website: An Introduction
WeChat has over 1.2 billion monthly active users (MAU) and is a one-stop center for all your social needs. This is why businesses that want to enter or expand their business in China need to have a WeChat Official Account.
To prevent spam marketing, WeChat has set a rule that businesses cannot import contacts. Instead, customers must message you first before they become contacts. To encourage customers to send you the first message, you can add a WeChat widget to your website.
However, unlike other channels, WeChat does not support the click-to-chat links feature on the WeChat Official Accounts Platforms. The only way customers can reach out on your web chat widget is through QR codes.
Upon scanning the code, visitors will land on the app where they can start chatting with you. In the next section, we’ll show you how to set up WeChat widget on your website.
How to Set Up WeChat Integration with Website
A fuss-free way of integrating WeChat into your website is to use the respond.io omnichannel website widget. Aside from WeChat, you may also add other messaging channels like WhatsApp, Viber, LINE and Instagram.
To set it up, you need to first sign up for a WeChat Official Account and get it verified. Once that’s done, generate a QR code from your WeChat Official Account Page. Then, download the QR code as an image. You’ll need that for later.
On respond.io, go to Channel Settings and click add Website Chat Channel. Don’t forget to whitelist your domain as this allows your website to use the Website Chat Code. Next, go to Customize. Under Header Elements, click Add Channel and select Custom QR.
Remember the QR code you downloaded? Click on the QR icon and upload your WeChat QR code. Then, upload a WeChat logo (the button is next to the QR icon) to indicate that the QR code is for WeChat. Now your WeChat widget is ready for your website.
Now that it’s set up, let’s learn more about how to use WeChat web chat for your business.
WeChat Integration with Website: How to use WeChat Web Chat for Business
Here, we’ll take you through the benefits of WeChat integration for your website, especially for sales and customer service.
WeChat Widget for Sales
One of the biggest downsides of using a live chat for sales is that prospects’ identities are often anonymous. It’s hard for salespeople to get accurate information for contact identification and to build rapport.
However, you can integrate your respond.io inbox with a sales Customer Relationship Management (CRM). After customers send you a message, you can make HTTP requests to collect contact information and create sales deals with respond.io’s Workflows without leaving the platform.
Next up, we’ll look at how businesses can use WeChat integration for websites to handle customer support.
WeChat Widget for Customer Service
Another challenge with live chat is that there’s no saved conversation history and agents can’t follow up on inquiries at a later time. The moment contacts leave the website, all conversations, along with contact information, are gone for good.
WeChat web chat on respond.io allows agents to identify returning customers, even if they had messaged you from a different channel previously. This gives agents contextual insights into recurring issues. If necessary, you can escalate cases to another agent or team.
To prevent businesses from spamming customers, WeChat has implemented a 48-hour messaging window. Not only does this encourage businesses to reply promptly, but it’s also likely to increase customer satisfaction with your brand.
In the event that agents need to reach out to contact again after 48 hours, they can use other channels like SMS, email or WhatsApp on an omnichannel platform like respond.io to send the first message and continue the conversation.
To gauge the level of customer satisfaction and know which areas you can improve in, send customers a CSAT survey. Let’s move on to the next section, where we’ll focus on creating WeChat-related automation.
Handle WeChat Widget Conversations Effortlessly with respond.io
Here, we’ll show you how to create advanced chat automation to level up your WeChat web chat with Workflows.
WeChat Integration with Website: Answer Commonly Asked Questions
Instead of spending time answering frequently asked questions (FAQs), set up automated responses on your WeChat widget. This way, you can reduce agents’ workloads and allow them to focus on more important matters.
To set up FAQs, create a Multiple Choice Step on Workflows with up to 10 FAQs and responses.
There’s also the Snippets feature (it works like quick replies) where you can create canned replies for common inquiries, such as refund policies. Unlike FAQs which are triggered by Workflows, support agents must manually select the relevant saved responses when chatting with customers.
WeChat Web Chat: Set Up Away Messages
No business can be available 24/7. But what’s possible is creating an Away Message to manage customers’ expectations on response times. Now, contacts will receive an Away Message if they send a WeChat conversation outside of business hours.
To take it up a notch, you can even add the Ask A Question Step to capture customers’ information. Then, save the responses as Variables to customize your replies according to their needs.
You can also check out our best practices on how to write an away message for your business.
WeChat Web Chat: Route WeChat Contacts to the Right Team
Workflows allow you to route contacts on WeChat widget to the right team. To begin, create a pre-chat survey to collect customers’ information to determine their needs. Then, apply the routing logic to route customers to the relevant team.
Then, create an assignment logic that identifies the purpose of the contacts’ inquiries or needs and assigns them to the right agent.
Now that you’ve learned everything you need to know about WeChat integration with website. It’s time to connect your WeChat account to respond.io today.
Aside from WeChat, you can also use web chat with different messaging channels. Find out how to set them up here: