How to Improve MyListing Website User Engagement With LiveChat

Build Better MyListing Websites. One Guide at a Time.

Table of Contents

Overview

Guide Updated: 10/8/2021

Our How to Improve MyListing Website User Engagement With LiveChat guide will show you how to do this step-by-step.

This solution has a huge feature set and this guide will be continuously updated as we discover new ways to use it with MyListing websites.

As you go through this guide, please note that if a specific setting isn’t mentioned, you can assume we have left it at the default value. 

LiveChat Account

Sign up for LiveChat, using one of the following options.

LiveChat Agent Profile

This is where we set things like our profile image, our working hours, notifications we would like to receive, and more.

  1. While in your LiveChat dashboard, click on the profile icon at the bottom of the left-hand menu.
  2. Click on the default agent profile to bring up the team area of LiveChat.
  3. Double-click your agent profile to open it.
  4. Click on the profile image icon and choose ‘Upload your own’ (recommended for branding, personalization, etc.) or click ‘Choose from gallery’ to pick a pre-made dummy image.
  5. Adjust your name and title as desired. (Note: These will be shown within the chat widget.).
  6. Toggle ON the ‘Working Hours’ option and add the hours you are available to help people via your chat widget.
  7. Save changes.

LiveChat Widget Security

It’s tempting to jump in and start designing your chat widget, but before you do that, you want to protect the live chat widget from being added to unauthorized sites.

  1. Settings > Security > Trusted Domains > Click ‘Add Trusted Domains’.
  2. Enter your domain name and click ‘Trust’.
  3. Click ‘Continue’ or if you have a LiveChat plan that allows for multiple websites, you can click ‘Add another domain’ to add those website domains.
  4. Click ‘Enable trusted domains’.

LiveChat Channels

This area of your dashboard is where you can configure the following communication channels. At the time of this writing, we have only utilized the channels that we comment about below.

  • Website
  • Chat Page
  • Email
  • Facebook Page
  • Apple Business Chat
  • Voice & Video

Website

This is where you can grab your install code for embedding your chat widget on your website and you can also find options for installing the widget using Google Tag Manager or the LiveChat plugin. We use the embed option, which we cover later in this guide.

Be sure to check out this section, because there are other goodies like the LiveChat plugin for WooCommerce, Add LiveChat to Mobile Apps, Build Your Own Chat Widget, and more.

Now, any time someone uses the ‘Messenger’ button on your Facebook page, it will automatically route to LiveChat.

Facebook

This is where you would connect LiveChat to your Facebook page.

  1. Settings > Channels > Facebook > Click ‘Connect’ to Facebook’.
  2. Log into your account.
  3. Choose the Facebook page(s) you wish to interact with via LiveChat and click ‘Next’.
  4. Click ‘Done’ and ‘Ok’
  5. Click ‘Connect Page’ next to each Facebook page. (Note: If you have multiple groups attached to your LiveChat account, be sure you are assigning the right group to each Facebook page connection. Groups are covered further down in this guide.).

LiveChat Chat Widget

We want to fully set up our chat widget so that it looks great (i.e. matches our branding) and has most, if not all of the functionality we need right away before we present it to our audience. There isn’t much we needed/wanted to change for our own chat widget, which can be seen here on our website, but here is what we ended up doing.

Customization

  • Settings > Chat Widget > Customization > Appearance > Changed the ‘Theme Colors’ to match our custom branding.
  • Settings > Chat Widget > Customization > Additional Tweaks > Let customers rate agents > Toggle OFF. (Note: This isn’t needed for companies that have a single person running the entire business.).

Language

This section isn’t just about choosing the default language for your chat widget, so be sure to look over all of the settings and adjust if desired. 

  • Settings > Chat Widget > Language > Top Bar > Changed to say “Welcome to MyListing Club”.
  • Offline Info > Changed to “It’s outside of my business hours right now, but you can still send me a message. I’ll notify you at your email address when you get a reply.”.

LiveChat Chat Surveys & Forms

Knowing your visitors is one of the keys to providing a great personal service and using chat surveys is a great way to get to know them.

Pre-chat Survey

Use this type of survey at the beginning of each chat to collect relevant information about visitors, asking them for things like their name, email, etc., speeds things up, as you can skip those questions later in the chat. Having such knowledge at hand, you are prepared to provide a better, faster, and more personalized service.

  • Settings > Chat surveys & forms > Pre-chat survey > Changed to say Welcome to MyListing Club! Please fill in the form below before starting the chat..

Post-chat Survey

Use this type of survey to see what customers think about your support and let them rate chats or ask them to leave comments. This isn’t something that we will be using at this time but wanted you to be aware that this is in place by default, so you know to review it for your own website.

  • Settings > Chat surveys & forms > Post-chat survey > Adjust as desired or toggle OFF.

LiveChat Engagement

Targeted Messages

When testing our chat widget, one of the first things we wanted to change was how our website users are greeted, whether they are new to our website or they are returning. Here are the steps we took for our own website.

IMPORTANT: Be sure to take a look at ALL of the Targeted Messages that are included by default and either adjust them, toggle them OFF, or delete them as needed.

First Time Visitors

By default, a large waving hand icon is displayed, which isn’t ideal for mobile devices. Also, we wanted to change the text that is displayed and ultimately ended up with “Hi! How can I help? 🙂

  1. Settings > Engagement > Targeted Messages > Welcome your customers > Click the link to edit.
  2. Change the greeting type to ‘Pain Text’.
  3. Choose the desired template or just click on the dialog box to edit the text.
  4. Click ‘Next: set conditions’.
  5. Click ‘Save Greeting’.

Returning Visitors

By default, a large waving hand icon is displayed, which isn’t ideal for mobile devices. Also, we wanted to change the text that is displayed and ultimately ended up with “Hi, welcome back! Let me know if I can help. 🙂

  1. Settings > Engagement > Targeted Messages > Welcome your customers > Click the link to edit.
  2. Change the greeting type to ‘Pain Text’.
  3. Choose the desired template or just click on the dialog box to edit the text.
  4. Click ‘Next: set conditions’.
  5. Click ‘Save Greeting’.

LiveChat Agent Tools

Canned Responses

Canned Responses can be set under Settings > Agent Tools > Canned Responses.

Compared to other chat solutions we have tried, LiveChat’s ‘Canned Responses’ are by far the best, as they not only offer you the ability to add custom responses, but also the ability to assign typing shortcuts that quickly invoke a list of available responses under that shortcut.

As an example of the typing shortcuts, let’s say you have a few responses that have variations of saying hello to someone. You could use the ‘#hi’ shortcut for these responses, so when you type ‘#hi’ on your keyboard, a list of responses filed under this shortcut will be made readily available for you to use. You also have the option of clicking on the ‘#’ icon to pull up your entire list of shortcuts.

Out of the box, LiveChat comes with some really good premade responses for you to use or to reference when creating your own responses, and below are just a few examples.

‘#hi’ Shortcut

  • Hello! 👋
  • Hi there! 👋 How can I help you today?

‘#wait’ Shortcut

  • Give me a moment, I’ll check on that for you.
  • Thank you for your patience.

‘#bye’ Shortcut

  • You’re welcome! 😊
  • Sure thing! If you have any other questions, I’ll be happy to help!

LiveChat Chat Settings

Messaging Mode

This one is a big one in our opinion, as asynchronous communication is rapidly becoming the go-to method for many businesses. So, for this area of LiveChat, we want to enable ‘Messaging Mode’ and reap the following benefits.

  • Customers can contact you via chat widget anytime they need.
  • All the messages that come while you’re away will be waiting for you in the Chats section.
  • Customers get emails with agents’ replies.
  • You can reopen and follow up on any chat from Archives.
  • Full chat history is available for both agents and customers.

Note: Because we are using ‘Messaging Mode’, we want to be sure and adjust our ‘Offline Info’ to our liking, which we cover in the Chat Widget section above.

LiveChat Widget Embed

  1. LiveChat Dashboard > Settings > Channels > Website > Install LiveChat Code Manually > Click ‘Copy Code’.
  2. WordPress Dashboard > Perfmatters > Assets > Code > Add Footer Code > Paste in your code and save changes.
  3. Refresh any page of your website and the chat widget should be there.

(Note: If you are not seeing the chat widget, be sure that you have added your embed code to your website and also be sure to clear ALL levels of caching, starting with your CDN and working all the way down to your browser.).

LiveChat On Multiple Websites

If you have at least the  LiveChat Team plan, you can add LiveChat to as many sites as you wish without any extra charges, keeping the chat widget look consistent throughout or customize it as needed. 

Use groups to route chats from specific URLs (i.e. your different websites) to the responsible teams, so you can provide multi-website chat using a single LiveChat license.

Groups

The first thing we need to do is set up Groups, so we can apply unique customizations to our different websites.

  1. While in your LiveChat dashboard, click on the profile icon at the bottom of the left-hand menu.
  2. Click on the default agent profile to bring up the team area of LiveChat.
  3. Click on the ‘Groups’ tab.
  4. Click ‘Add Group’.
  5. Give it the name of one of your other websites where you will add a chat widget.
  6. Click ‘Choose Member’.
  7. Select the desired agents.
  8. Click ‘Confirm’ and optionally adjust the priority if you have multiple agents.
  9. Save changes.

The following settings can be edited for a group:

  • Customization—change the look and feel of the chat widget on both desktop and mobile versions of your site.
  • Language—set the language and personalize chat widget messages.
  • Pre-chat survey—edit pre-chat survey settings.
  • Post-chat survey—change post-chat survey settings.
  • Queued visitor—personalize queued visitor message.
  • Ticket form—edit ticket form settings.
  • Greetings—set and edit greetings.
  • Eye-catcher—choose from a gallery or add your own eye-catcher.
  • Chat buttons—add a chat button to your site.
  • Canned responses—add and edit canned responses.
  • Tags—add and edit tags.
  • Email—forward your support e-mail to LiveChat.
  • Email notifications—set automated emails to visitors.

URL Rules

Picking up where we left off with the Groups configuration, we need to add URL rules, that define what to do when a specific URL is accessed on the web.

  1. Settings > Chat Settings > Routing Rules > Click ‘Add New Rule’.
  2. Customer who visits URL address that > Ensure that ‘Contains’ is selected from the dropdown.
  3. Add the domain name (e.g. mylisting.club) to the ‘Enter the URL’ box, so that the entire site is captured by the rule.
  4. Then do the following action > Route to group >  Choose the group you created from the previous section.
  5. Save changes.
  6. Give the rule a name, like the name of your website for example.
  7. Save changes.

Customization Using Groups

In this section, we will specifically look at creating a unique chat widget design across our different websites. If you run several MyListing websites sites selling different products, for example. you’d want to offer a different chat experience on each of those sites.

  1. Settings > Chat Widget > Customization > Setup for group > Choose the desired group (i.e. website).
  2. Adjust the settings as desired and save changes.
  3. Test the chat widget of your different websites to ensure they each have their unique customization applied.

(Note: If you are not seeing your changes, be sure that you have added your embed code to your website and also be sure to clear ALL levels of caching, starting with your CDN and working all the way down to your browser.).

Disable LiveChat on Select Pages

You can turn off the Chat Widget on select pages by using Routing rules. Typically you want to keep LiveChat only on pages that generate better leads and turn it off on critical pages like Explore pages, Add Listing Page, Cart, Checkout, etc.

The above said some people may want to leave the chat widget on every post or page, leave it on the Cart page to then be used with the WooCommerce add-on app for LiveChat, etc. Every project is different, so do what you feel is right for your website and then be open to listening to feedback from your customers if they have concerns/complaints.

  1. Settings > Chat Settings > Routing Rules > Click ‘Add New Rule’.
  2. Customer who visits URL address that > Choose ‘Is Exactly’from the dropdown. 
  3. Add the URL for the page or post you wish to hide the chat widget on (e.g. mylisting.club/checkout) to the ‘Enter the URL’ box.
  4. Click ‘Add another URL’ if you want to add more pages and posts, repeating the same steps.
  5. Then do the following action > Select ‘Turn chat off’.
  6. Save changes.
  7. Give the rule a name (e.g. ‘Turn OFF Chat’).
  8. Save changes.

LiveChat Apps

Now that you have everything set up, it’s time to get the apps installed on your various devices so that you can always be in touch with your MyListing users, customers, affiliates, sponsors/partners, etc.

Desktop and mobile device apps can be downloaded under Settings > Download LiveChat.

LiveChat Marketplace

The number of apps available in the marketplace is crazy. LiveChat provides a really nice search tool to find and filter apps for Analytics, E-commerce, Social Media, just to name a few. Basically, imagine pretty much any popular application and they integrate with it.

So far, we have only gotten around to using the apps below for our own MyListing projects.

Mailchimp for LiveChat

Mailchimp with LiveChat allows your MyListing users to subscribe to your campaigns and newsletters when they fill out the pre-chat survey, automatically add customers to Mailchimp Audiences from chat, and view their Mailchimp profiles in the LiveChat Agent app.

  1. Click on the ‘Marketplace’ icon in your LiveChat dashboard.
  2. Click the search icon and enter ‘Mailchimp’.
  3. Select it and click ‘Install’.
  4. Click ‘Connect with Mailchimp’ and authenticate with your Mailchimp account.
  5. Click ‘Allow’.
  6. Choose your desired Group (LiveChat Groups are covered earlier on in this guide) or just roll with the default profile.
  7. Choose the desired ‘Mailchimp Audience’.
  8. Click ‘Complete Integration’.

Note: If you are not seeing the Mailchimp app in your LiveChat app, close LiveChat and when you open it again it should be there.

KnowledgeBase

KnowledgeBase tightly integrates (it’s by the same vendor) with LiveChat to provide lightning-fast customer support and effortless self-service.

  1. Click on the ‘Marketplace’ icon in your LiveChat dashboard.
  2. Click on ‘KnowledgeBase’.
  3. Click ‘Install’.
  4. Click ‘Settings’.

Offer Self-Help

Create a Help Center where customers can help themselves 24/7.

  1. Click ‘Set up Help Center’.
  2. Custom Help Center domain > Enter your desired subdomain. (e.g. support.mylisting.club).
  3. Go to your DNS provider’s website (eg. Cloudflare).
  4. Create a CNAME record for your custom domain. (e.g. support), pointing it to ‘public.kb.help’.
  5. Company Name > Enter your company name.
  6. Logo > Add your company logo.
  7. Favicon > Add your company favicon (i.e. browser tab icon).
  8. Preview Image > Add a preview image.
  9. Link to your home page > Add your link.
  10. Appearance > Primary Color > Set to match your branding.
  11. Appearance > Headline Text > Set as desired.
  12. Custom Links > Link > Set as desired. (e.g. https://mylisting.club/store).
  13. Custom Links > Link Label > Set as desired. (e.g. ‘JOIN THE CLUB’).
  14. Google Analytics > Tracking ID > Add if desired.
  15. Click ‘Save Changes’.

Share Articles in Chat

Get quick access to help articles and share them with customers, right in chat.

  1. While in your KnowledgeBase dashboard, click the ‘Articles’ icon from the side menu.
  2. Click ‘Create Article’.
  3. Build the article, being sure to take advantage of the text formatting options, as well as the insert media (images, video, etc.) options.
  4. Visibility > Choose whether to make the article available to the public, available internally only or set it to draft mode.
  5. Topic > Assign the desired topic. (Note: You can adjust the Topic afterward, with the ability to add/edit/delete Topics).
  6. Search keywords > Assign keywords that will trigger the article to be automatically pulled up based on someone’s search criteria.
  7. Click ‘Create Article’.

See how we have implemented this ourselves.

Show Article Search to Customers in Your Chat Widget

Let customers read articles right inside your widget instead of starting a chat.

  1. While in your KnowledgeBase dashboard, click ‘Configure app in widget’.
  2. If you have multiple websites you’ve implemented LiveChat on, select the appropriate group (i.e. website), and then click ‘Enable’.
  3. Click ‘Save Changes.
  4. Click the 3 dots on the KnowledgeBase card.
  1. Customize as desired.
  2. Click ‘Save Changes’, twice.

Use the chat widget here on our website to see this in action.

LiveChat Testing

We recommend testing LiveChat by having a fake conversation between you and a fake user on your website. Use LiveChat the way you think you will primarily be using it (web interface, desktop app, and/or mobile app) to manage conversations, to see how everything works, and understand it thoroughly before the real conversations start happening.

Basically, anything we have outlined in this guide should be tested, as well as anything you have implemented that perhaps we have yet to cover.

Adding LiveChat Agents

  1. While in your LiveChat dashboard, click on the profile icon at the bottom of the left-hand menu.
  2. Click on the default agent profile to bring up the team area of LiveChat.
  3. Click ‘Add’.
  4. Click ‘Invite Agents’.
  5. Enter the email address for each invitee and choose whether you want them to be an admin or not.
  6. Click ‘Invite’ which will send an email to the invitee.

Update Your Privacy Policy

As with any solution that collects information about your users and customers, it is very important that you disclose the solution you are using, what information you are collecting, whether you are sharing that information, etc.

So, just be sure to update your Privacy Policy accordingly when/if you roll out LiveChat.

How We See This Working With MyListing Websites

Over the years, we have seen MyListing used to build a crazy amount of different types of websites. Based on those observations, here are just some of the reasons why LiveChat (or any chat solution) would be beneficial to MyListing websites in particular.

  • Potential Users/Customers: People land on your MyListing website one way or the other and you can be there to answer questions about your community, talk them through how your website processes work, provide limited-time offers, recommend your affiliate program, provide answers via a LiveChat Knowledgebase, etc.
  • Existing Users/Customers: Provide user/affiliate support, offer deals, announce partnerships, introduce new products, etc.
  • Potential Sponsors/Partners: Answer questions, provide them with your sponsor/partner page for more information, etc.
  • MyListing Website Team Members: If you are part of a team that builds and supports a MyListing website, you can use LiveChat to communicate internally, route particular chats to a specific member (or members), etc.
  • …and so much more.

WooCommerce Subscriptions Ready

The latest version of the WooCommerce Subscriptions plugin is included (unlicensed) and once you have a Starter Site in hand, you can easily put in your own pricing, package features, graphics, etc.

Should you not wish to use WooCommerce Subscriptions, you can simply turn the Listing Subscription packages into standard MyListing packages in just a few clicks and be on your way.

  • Custom WooCommerce Endpoint Design
  • WooCoommerce Subscriptions Setup
  • Listing Subscription Packages
  • Listing Subscription Switching
  • Stripe Payment Gateway Plugin
  •  and more…

Note: The latest version of the WooCommerce Subscriptions plugin is included, but you need to purchase your own license or sign up for a qualifying MyListing Website Care plan if you wish to receive future plugin updates and support.

Premium Assets

Get licensed, premium plugins, valued at over $600 in the first year alone, making a Starter Site investment a no-brainer.

You will get licensed copies of all the plugins listed below, with the exception of the WooCommerce Subscriptions and WooCommerce Product Vendors, and the licenses are yours to keep, for as long as the plugins remain on your website.

  • Admin 2020 ($39)
  • Crocoblock Suite ($130)
  • Elementor Pro ($49)
  • Perfmatters ($25)
  • Permalink Manager Pro ($45)
  • SEOPress Pro ($39)
  • WooCommerce Product Vendors ($79) 
  • WooCommerce Subscriptions ($199)
  • WP Rocket ($49)