Optimizing Customer Engagement with the Supportbench Chat

Supportbench knowledgebase team

05-Feb-2025

Optimizing Customer Engagement with Supportbench Chat

What is Supportbench Chat?

Supportbench Chat is a powerful, customizable chat widget that integrates seamlessly into your website, enabling real-time customer support and AI-driven responses. With a robust configuration system, automated case creation, and API functionality, Supportbench Chat enhances customer engagement while streamlining support workflows.

Setting Up the Chat Widget

Navigation & Configuration

To configure the Supportbench Chat Widget, follow these steps:

1. Navigate to Configuration > Self-Service > Chat Widget.

2. Click New Widget to begin the setup.

3. Configure the following key settings:

   • Widget Name: Assign a name for easy identification, especially useful for managing multiple widgets across different sites.

   • Chat Key: A unique identifier linking the chat plugin to its settings.

   • Active Toggle: Enable or disable the widget as needed.

Domain Restrictions

To secure the widget and control where it runs, specify the allowed domains:

• Add primary domains (e.g., supportbench.com to enable the chat across all subdomains.

• Restrict access to specific sites by listing individual URLs.

Widget Functionality

Define how the widget operates:

• Function: Enable chat-only or AI-powered bot functionality.

• Auto-Create Cases: Automatically generate support cases when chats begin.

• Division & Priority: Assign cases to specific support divisions with predefined priority levels.

• Queue System: Direct incoming chats to the appropriate queue for streamlined case management.

Working Hours & Time Zones

• Choose to follow queue-based hours or manually set widget availability.

• Assign a default time zone to maintain consistency in tracking interactions.

Installation & Implementation

To embed the chat widget on your website, follow these steps:

Basic JavaScript Installation

Insert the following script into your site's HTML before the closing body tag:

<span><script src="https://na.supportbench.net/widgets/chat/plugin/SbChatWidget.js"></script>
<script>
 var WIDGET_ID = "b409f5010e024c90a";
 window.onload = sbChatInit(WIDGET_ID);
</script></span>

This script ensures the widget loads across your web pages seamlessly.

User Recognition for Personalized Support

To enhance the chat experience, preload user details into the widget:

<span><script src="https://na.supportbench.net/widgets/chat/plugin/SbChatWidget.js"></script>
<script>
 var WIDGET_ID = "b409f5010e024c90a";
 var current_user_email = "speedyg@acme.com";
 var current_user_name = "Speedy Gonzales";
 window.onload = sbChatInit(WIDGET_ID, current_user_email, current_user_name);
</script></span>

This allows returning users to bypass manual input, improving response time and efficiency.

Enhancing User Experience with JavaScript API

Supportbench provides an API for managing chat visibility and behavior dynamically:

Hide or Show the Chat Widget

<span><script>
 window.hideChatApp(); // Hide the widget
 window.showChatApp(); // Show the widget
</script></span>

Control Chat Panel Visibility

<span><script>
 window.onChatLaunch(); // Open the chat panel
 window.onChatHide(); // Close the chat panel
</script></span>

These functions provide flexibility in integrating chat into different user flows and website layouts.

Customization & Branding

Supportbench allows businesses to tailor the look and feel of the chat widget to match their brand identity. You can:

• Adjust colors, fonts, and button styles to maintain a cohesive UI.

• Configure automated responses and predefined FAQs for consistent messaging.

• Add custom chatbot flows to guide users toward resolutions faster.

Why Use Supportbench Chat?

Key Benefits:

• Real-Time Support: Enable instant communication between customers and agents.

• AI-Powered Assistance: Reduce agent workload with AI-driven responses and suggestions.

• Seamless Integration: Connect with tools like Salesforce, Jira, and internal databases.

• Automated Case Management: Streamline ticket creation and prioritization.

• Scalability: Deploy across multiple domains and tailor configurations per site.

By leveraging Supportbench Chat, businesses can transform their customer support experience, increase efficiency, and drive higher customer satisfaction rates.

Conclusion

Supportbench Chat is an essential tool for modern customer service teams, offering extensive customization, automation, and AI-powered features. Whether handling live queries, automating case creation, or integrating with other platforms, this chat solution ensures a seamless and efficient support experience. Implement Supportbench Chat today and take your customer service to the next level!