Embedded chat: A staple in excellent customer service

Sara Ana Cemazar
May 16, 2023
min read

Using embedded chat on the websites enables visitors to communicate quickly with the organization's customer support teams. 

Given the competitiveness of today’s business landscape, offering a good UI/UX experience to tech-savvy customers and resolving their queries quickly helps businesses gain a competitive edge. 

In this blog, we explore how organizations use embedded chat to deliver an immersive experience to customers. 

Read on to learn where you can find a reliable, secure, on-premise embedded chat. Let’s get started!

How do organizations use embedded chat?

The benefits of adding an embedded chat widget to your website are numerous. Therefore, many businesses are leveraging embedded chat services in several ways, for example: 

1. Customer service via live chat on the website

The embedded chat widget opens right on the same page where the visitors click the chat button. They can chat quickly with the customer support team without opening a new window or tab. 

This enhances the quality of their browsing experience and offers real-time chat support in resolving their queries and troubleshooting technical issues. 

A HubSpot study shows that 90% of customers look for an immediate response when they have a question or a service request. So, having a live chat feature enhances lead conversion and customer or user retention rates.

embedded chat

2. In-app chat

While accessing the mobile app, customers use in-app messaging services to interact with the customer support or technical service team in case they need assistance.  

Embedded chat can also be used to collect feedback about the app or the mobile product. In-app chat also helps personalize the communication with the customer by allowing them to choose the language, availability, and other preferences. 

Therefore, using an in-app chat helps businesses offer an immediate resolution to customer queries and problems, thus reducing call volumes. 

Here's more resources about in-app chat and its benefits for businesses:

➡️15 in-app messaging examples to engage users

➡️6 effective tactics to drive user engagement

➡️Benefits of chat over SMS texting for businesses

3. Real-time chat for collaborators

Businesses use embedded chat to promote instant communication between internal team members of an organization. The real-time chat feature help facilitate collaboration between employees working from different locations

Also, the group chat feature that comes along can be used for general communication, brainstorming, and sharing status updates with other employees and key organization stakeholders. 

➡️ Learn more about the world of chat apps for consumer and business use.

4 key benefits of using embedded chat

Businesses often sell embedded chat widgets as value-added services along with their existing customer proposition. 

Following are some of the important benefits of an embedded chat widget. 

1. Quick launch at a low cost

Building and testing a chat solution from scratch is a time-consuming affair. As embedded chat solutions come with pre-built templates and designs, businesses can embed the chat widget into their website or mobile app. They can customize the features of the live chat solution to meet their specific business and customer requirements. 

White-labeled live chat can be integrated with a business's existing website or mobile app faster in just a few clicks. Such solutions help businesses build a reliable communication channel for their customers in a quick span of time. 

This can also help businesses save costs, time, and resources, and internal developers can spend their time on core tasks that require their attention. 

embedded chat

As per a Kayako study, 79% of businesses report that live chat has significantly impacted their revenue and customer retention rates. 

Organizations that introduce embedded chat to their app or website can thus significantly impact their business success.

Since speed is always a concern in today’s rapidly evolving world, and you need to bring something new before your competitor does, investing in a pre-built real-time chat solution is the way out.

2. Run & tested

Embedded chat solutions are extensively run and tested for their functioning before being delivered to the customers.  Developers test the chat solution on various devices for performance and compatibility to ensure it fully functions before deployment. 

Apart from performance testing, they also test the integration abilities. This means that the white-label solutions have already undergone beta tests, revisions, and multiple rounds of troubleshooting. 

3. Developed by professionals

Professionals with sound expertise and technical knowledge in software design and development develop embedded chat solutions. 

This means businesses can stay up-to-date with technological trends and industry practices. They can benefit from industry professionals' expertise without investing in developing in-house expertise to design and build a new chat solution. 

4. Brand alignment across channels

Embedded chat solutions can be customized to follow the branding guidelines and design elements. This helps achieve consistency and alignment in multiple channels, including websites, social media, and mobile apps. More than 68% of businesses have reported maintaining brand consistency resulted in a 10% revenue growth. 

By customizing the features, functionalities, and design elements of the live chat widget, businesses can deliver a consistent customer experience, which in turn has the power to drive revenue and financial growth.

Build your own secure, on-premise chat solution with Rocket.Chat

Gone are those days when embedded chat remained an exclusive solution built for businesses in the agile industries. There is a growing need for chat solutions for businesses that operate in highly-regulated industries like healthcare, government, financial services, etc. 

Rocket.Chat is an open-source, secure communication platform, and its Chat Engine caters to the needs of businesses functioning in regulated industries. 

All conversations on Rocket.Chat are end-to-end encrypted, and businesses can set access controls and rights. The live chat has two-factor authentication to mitigate the risk of security breaches. The live chat solution complies with the GDPR, HIPAA, FINRA, FedRAMP, and more, and can be used for highly regulated industries. 

Moreover, the Rocket.Chat platform has an open-source code that testifies to the chat solution's quality, scalability, and customizability. It can be deployed on-premise or in a cloud, depending on the security needs of your business. 

Talk to our experts if you need more information about the embedded chat widget. 

Get started with Rocket.Chat’s secure collaboration platform

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Frequently asked questions about <anything>

embedded chat

What is an embedded chat?

How do you embed a chat on your website?

What are the best embedded chat solutions?

What are benefits of an embedded chat?

Sara is an SEO Strategist at Rocket.Chat. She is passionate about topics around digital transformation, workplace experience, open source, and data privacy and security.
Sara Ana Cemazar
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