Branded Web Chat: Emphasize Your Company's Uniqueness and Professional Approach

A company can use various ways to increase brand awareness, including website, social media, ads, and store design, all following the corporate identity and tone of voice. Here at Webitel, we know how to combine professional customer communication and brand uniqueness. Branded web chat can be a good opportunity for the company to present its services professionally and highlight its individuality while being available to customers 24/7.

Web chat by Webitel is designed to meet the company’s business needs and is fully customizable. You can set the company’s logo, corporate colors, choose languages, button shapes and sizes, as well as create customer communication templates. You can also configure an automated chat pop-up when a visitor opens or browses your site. To make communication safe, we have implemented the reCAPTCHA option to protect against bots.

Configuring web chat parameters on Webitel's platform

Whether the chat is set to open automatically or a customer clicks the chat icon, the chatbot dialog window opens with a greeting and a menu. In the menu items, you can place any information related to the company's services: contacts, opening hours, store addresses, promotions, product groups, etc. When a client selects a category or subcategory, the system directs him to the relevant page or provides necessary information directly in the chat. The customer can also choose an option ‘Connect with agent’, then the system will direct his chat to a free agent.

The example of a chatbot

The key features and benefits of a web chat by Webitel:

• Exceptional look: the company’s logo and brand colors;

• Detailed chatbot configuration with communication templates, along with the ‘Agent connection’ option;

• Sending text messages, images, audio, and video messages – options for both parties, the customer and the agent;

• A possibility for the client to schedule a call by choosing a convenient date and time;

• The possibility for the agent to set a name/nickname and profile picture/avatar to make customer communication more engaging;

• Support of text recognition and audio generation from text for chatbots;

• Forming bills for various payments: credit payments, advances, payment for goods, etc. Note: prior system integration required. Webitel supports numerous integrations through REST API, Webhooks, SQL, Mobile SDK, and others. However, we encourage you to ask about integrations you are interested in by sending your request in the chat or filling out the form;

• The communication history regarding each client;

• Statistics and analytics;

• System capabilities for chat and file encryption;

• Chat AI – the platform tool providing the possibility to configure a ‘smart’ bot that will communicate with customers based on a connected machine learning model.

A customer can select a convenient date and time for a callback in the web chat interface

You can also add alternative communication channels to the webchat: WhatsApp, Messenger, Telegram, Viber, and email. Additionally, we offer a website widget for ordering calls that supports WebRTC technology. The system will automatically check if the microphone is working. The website widget is available for all browsers, including Safari.

Configuring the alternative communication channels with Webitel's platform tools

Along with IP telephony, by connecting also branded web chat, chatbots in messengers and apps, and a website widget, you get the opportunity to set and maintain your company’s tone of voice and create convenient, diverse, and truly omnichannel communication for your customers.