Livechat website is a live chat box on the website that allows customers to ask questions right while viewing the product - the most "ripe" time to close an order. Unlike Zalo/Messenger, livechat catches customers right where they are reading information: wondering → seeing the chat box → asking → buying. Installation is simple, but effectiveness depends on the scenario and response speed. Zenify recorded that businesses using livechat to close orders increased their conversion rate by 21% (approved).
TL;DR
- Livechat = chat box on the website, catching customers right when viewing the product.
- Quick installation: select tool, paste code into website.
- Scenario: greeting + collection of needs → consultation → closing.
- Quick replies on livechat are as important as other channels.
- Collect livechat with Zalo/Messenger to one place so you don't miss it.
What is Livechat website?
Livechat's unique strengths:
Catching customers at the right time: customers are reading the product = most interested.
Don't leave the page: customers ask right away, don't have to switch to another app.
Collect information: Identify customers via chat form (name, email, phone number).
Livechat is suitable when customers need to ask before buying: fashion, electronics, home appliances, services.
How to install livechat website
Step 1: Select livechat tool
Standalone tool (with integrated chat) or channel collection system with live chat available.
Prioritize tools that can be combined with Zalo/Messenger to manage in one place (see Multi-channel consolidation).
Step 2: Paste the code into the website
Most tools for JavaScript code — paste before the closing </body> tag.
For pre-built websites (Shopify, WordPress, Vietnamese platforms): install via plugin or "embed code" section.
Step 3: Configuration
Set chat box to display on all pages or just product pages.
Turn on proactive welcome messages (after 5-10 seconds when visitors enter the page).
Delegate who receives chat, turn on new news notifications.
Standard order closing scenario
Proactively greet when visitors stay on the product page
Hello sir/madam! I see you are looking at [product] — I can give you detailed advice and a good price today!
Purpose: open a conversation with confused guests, not letting them leave in silence.
When customers ask
I send [product] information: [highlights], price [price] with [promotion]. What additional information do you need?
When customers are confused
What are you wondering about — about price, size or delivery time? Let me help you answer!
Closing the order
Can I confirm your application for you? Please fill in your phone number so I can contact you to confirm delivery.
Quick reply on livechat
Target <15 minutes of operating time — customers on the website are "hotter" than customers on the app.
Turn on phone notifications for the person in charge.
Out of hours: turn on messages to automatically collect needs for processing the next morning.
Collect livechat into the system
If the business has Zalo, Facebook — livechat must be in the same place:
Connect livechat to the channel pooling system.
Customers ask on live chat, there is also a person in charge, there is a ticket, there are no omissions.
Measure FRT, number of chats, conversion rate from chat → single.