How to add a free live chat to your eCommerce website

Martin Perez

Dec 31, 2021 • 5 min read

Looking to add live chat to your eCommerce website but don’t know where to begin?

No problem! Luckily, adding a live chat for customer support to your online store is extremely easy and beneficial. In recent surveys, 44% of online consumers say that having questions answered by a live person while purchasing something is one of the most important features of a website

Today, we will break down the steps to effectively add this feature to your site. After all, the easiest way to add value to your product or service is to also offer awesome customer service.

We will show you how to add a live chat to your website in 3 simple steps:

Create a new team on Moment
Create a Free Moment Account and Verify Your Email
Copy and Paste the Code Snippet in the <head> Tag of Your Website

Choose a Live Chat Tool

There are multiple live chat tools out there. As a result, you will want to layout the needs of your business when it comes to a live chat provider.

The reality is that the needs of your business or industry will be different from others. So, make sure to do some research on the different features that different providers might offer.

We obviously recommend Moment, a robust and fully-featured live chat platform. It also comes bundled with extra features such as session recording, its own CRM platform and more.

The rest of this tutorial will go over how to add a live chat to your site with Moment.

Add a Live Chat to Your Ecommerce Website in 3 Simple Steps

1. Create a New Team on Moment

First off, you will need to create an account with your live chat platform of choice.

In Moment, creating an account is free and does not require a credit card or method of payment.

To start you'll need to create a new team on Moment, we recommend using your company's name.

2. Create a Free Moment Account and Verify Your Email

You'll be taken to this page where you will need to create an account and confirm your email address.

3. Copy and Paste the Code Snippet in the <head> Tag of Your eCommerce website

After setting up your team, you'll be taken to this page

Click on the blue install button, Moment will provide you with a code snippet to install on your site. If you do not know how to do this, you can forward it to your webmaster. Simply copy and paste this code into your <head> tag

You will also be given the option to enable Moment Tracking. This feature records the sessions of your users on your site, allowing you to see the issues they have experienced while assisting them. This feature is fully optional.

Once the snippet is installed on the site, your chat pop-up window will appear at the bottom of every page.

Customizing Your Live Chat

Now that you have your live chat installed on your website, You can customize it!

In the drop-down menu on the left top corner, Under General, click on Team Settings

You'll be taken to the General Settings Tab. On this page, you'll be able to change your team name, chat message, color and insert your company logo!

Adding Team Members To Your Live Chat

If you have other people in your company helping with customer support, now it’s time to add them as team members.

In the Moment dashboard, click on the menu in the top-left of the screen and under General click on Team Settings, then on "Members"

Then click on "Add Member" on the top left corner

Here you will be able to set up their account. Team members will then receive an email invite to join the team and start providing support.

Adding a Live Chat to a Specific eCommerce website

If you're looking to add a live chat to a specific eCommerce website, take a look at our specific tutorials for different CMS:

Reasons why your eCommerce website needs a live chat

If you’re a retail business owner and you’re wondering if you should move toward an online approach or own an eCommerce website, there are many ways a live chat can benefit your company!

Here are 3 reasons why you should have a live chat for your eCommerce website:

Increase the user experience and interaction
Increase your Conversions
Online Customer Service

You can continue reading here: 3 reasons why your eCommerce website needs a live chat

Learn more about eCommerce (Free Course)

Moment Academy is our free course that comes with three certifications, Beginner, Intermediate and Advanced, which takes you through all the steps in making a world-class eCommerce business!

Try it out today, and learn everything there is to know about creating your own eCommerce store, from choosing a domain and host, to adding products and setting up shipping. You will also learn how Moment can help optimize your online store to the fullest!

That's it! Add a Live Chat Today!

That completes the live chat set up on your website! Wasn’t that easy?

Now that you are ready to begin providing live chat support on your website, why not read our guide on how to do it efficiently?

Read more: How to Use Live Chat for Customer Support?

Happy Chatting 💬