Live Chat Software Best Practices: Website Edition

Communication is key when it comes to customer service. In order to create a base of loyal clients, you need to be able to communicate effectively. Over the last few years, live chat software has become an increasingly popular tool for businesses to field complaints, sell products and communicate with new customers. Live chat provides convenience and simplicity so that patrons are all the more satisfied with your service. Compared to traditional chatting methods like email or telephone, live chat is fast and allows for multitasking. However, to maximize results from live chat, it’s important that you use it correctly. To help you out, we’ve compiled a list of best practices when using a live chat tool on your website. Follow along below to learn more.

Best Practices for Live Chat Software on Your Website

  • Convenient Placement of the Chat Window

The button to begin the live chat process is what starts the conversation, so it’s important to place it in a good spot. If a customer needs help, the live chat button should be in a location that is easily accessible. For instance, in the bottom right corner of the webpage. Most businesses choose the bottom right corner because it’s the first place that most users’ eyes go after landing on a page. In addition to being in a great location, your chat button should stand out. This is not to say that it should be abnormally large or bright. However, it should be noticeable without being distracting from other content on the webpage. 

live chat software

  • Low Response Times

The main benefit to live chat is that it happens in real-time. But, that becomes void if your response times are high. Making your customers wait for an answer negates the purpose of having live chat and leaves a poor impression on your brand. The reason that customers love live chat is because they can get an answer instantaneously. To use your live chat software to its fullest, it’s crucial that you keep response times low. If you know that you won’t be able to respond to chats during certain times, make this clear so that customers know when to expect your answer. 

  • Ask for Feedback

While live chat tools are great for communicating with customers, they also make it easy to ask customers for feedback. Consider setting up your chat tool to prompt users to rate their experience before the chat window closes. This will help you gauge how effective your communication was. Some simple options like excellent, average, and poor will suffice. After all, the more you know about your customer’s satisfaction, the better.

More Tips!

  • Communicate Effectively

As the person on the other end of the chat, it is your responsibility to make sure that you are communicating effectively. This means using full sentences, checking your grammar and using proper punctuation. Additionally, it’s a good idea to read customer messages carefully so that you don’t miss any key information. If you are unsure what a customer is looking for, ask them for clarification in a polite manner. Furthermore, when you’re providing solutions/answers ensure that they are detailed so that nothing is left up in the air.

  • Be Personal in Your Communication

When communicating with clients, a personal touch can go a long way. But, sometimes, live chat respondents find it difficult to connect with their customers. In order to form a connection with your customers try doing the following:

  1. Introduce Yourself: Start your chat by introducing yourself and asking the other person how you can be of help. This will add a human touch so that customers know they’re being helped by a person and not a robot. 
  2. Use the Person’s Name: When communicating with the person on the other end of the chat, use their name so that the conversation feels more personal.
  3. Use a Positive Tone: Being overly positive isn’t a bad thing when chatting online. In fact, it can help prevent customers from misconstruing your messages as being rude or cold. You can also use emoticons to lighten the conversation and keep things upbeat!

live chat software

  • Use Automated Messaging

If you know that during certain times of the day, you aren’t going to be able to answer a chat, it’s a good idea to use automated messaging. Automated messages can help to ensure that customers don’t get ghosted. They’re also handy when chat volumes are high and you can’t respond to incoming inquiries. 

Contact us Today

For more information about the best practices for live chat software on your website, contact us today! We’d be happy to help you get a better understanding of how to use your chat tool to its fullest potential. Be sure to check out our blog again next month for more information about live chat and all that it can do. If you have any questions about Syncro, feel free to reach out at any time. We look forward to working with you in the near future!

How to add more licenses to your SYNCRO account so you can add live chat to your customer’s websites.

Hello SYNCRO officiandos. Today we launched a new system that allows a trial account to be setup by our partners without the requirement of a credit card. To add a new site for a customer within your control panel, simply click the “Add Site” button from the sites page in your control panel.

Add Live Chat to your website

Please note that the partner customer sign up URL has been discontinued until further notice.

How to check what page a customer is viewing when a chat has started

Have you ever had a chat come in and a user has asked a question about a specific product, real estate listing, etc.  but you’re not sure what page the user is on, or what they’re referring to? Well we’ve got you covered! Here are 3 quick steps on how you can check this on both desktop and mobile.


  1. The first thing you’ll need to do is login to your SYNCRO account To make this easier on yourself we suggest adding this link as a bookmark in your browser so you don’t forget it.
    SYNCRO Login
  2. You will be taken to the dashboard of your account where you will see the most recent interactions. Simply click on the site name from the conversation you wish to check. In this instance the site name is “Kevin Testing.”
    SYNCRO Dashboard
  3. You will now see a history of the interactions/conversations you have had with users. Find the conversation you are looking for and click the “View” button.
    View Button

You will now see all of the information from the chat and what you’re looking for here is the “Page being viewed at time of chat” field.

page view


  1. The first thing you’ll need to do is login to your SYNCRO account To make this easier on yourself we suggest adding this link as a bookmark in your browser so you don’t forget it.
    Mobile Login
  2. You will be taken to the dashboard of your account, scroll down on your mobile device to see the most recent interactions. Simply click on the site name from the conversation you wish to check. In this instance the site name is “Kevin Testing.”
    Mobile Dashboard
  3. You will now see a history of the interactions/conversations you have had with users. Find the conversation you are looking for and click the “View” button.

You will now see all of the information from the chat and what you’re looking for here is the “Page being viewed at time of chat” field.

Mobile Page

That’s all you need to do! Now you’ll be able to help out the user more efficiently knowing exactly what they’re looking for.

How to view your SYNCRO leads

At SYNCRO we understand the importance of keeping a database of your leads and customer information, so it was a no brainer to have all leads stored in one convenient place. Here is a quicvk guide on where you cand find this information.

  1. First you’ll need to login to your SYNCRO account. (This can be done on your desktop computer or tablet/mobile device).
  2. Next click on the “My Sites” button located in the top menu.
    manage sites
  3. Then click the “Manage” button.
    manage button
  4. Now click on the “Leads/Conversations” tab.
    SYNCRO leads
  5. You will then be taken to the dashboard of your leads that is broken up into 3 sections: Messages (chat requests), Text Messages (texts sent through the “Text Me Tab” tool), and PowerForm Entries (the contact form you have built through SYNCRO).To view all of the details of a particular chat request/conversation, simply click on the “View” button next to the chat you wish to view.
    View Button
  6. Here you will see the message details such as the date and time, user name, email/phone number, the page the user viewing when they initiated the chat, and more. Below the message details you will also see all messages that took place during the conversation.
    lead information
  7. That is all you need to do!

We are always updating our blog with the latest features, how-to guides, and much more. SO make sure to check back here for more information. If you’re looking to signup for SYNCRO, simply click here.

Responding to a SYNCRO Lead

Here at SYNCRO we are always looking out for our clients, and sometimes we notice that some clients may not fully understand how to use live chat software on a website, and are responding to a SYNCRO lead incorrectly, so we thought we’d break it down a bit for you. This article is just a brief instruction manual on how to use SYNCRO, but for a more detailed breakdown click here.

how to use live chat software on a website
Responding to a chat request

The first one we’re going to break down is the main purpose of our software, the chat tool. SYNCRO is a chat to sms tool, so any chat requests from a website user will go directly to your cell phone via text message. All you need to do to respond and engage with the user is to simply respond to the text message, just like you would if someone you know has sent you a regular text message. It’s that simple!

how to use live chat software on a website
Responding via email

We always recommend responding directly to the customer via text message as per above, as most users that are using a chat tool are expecting a response right away. But we do understand that a typical work day can be busy and you may not have the time, and email works best.

SYNCRO will always send you an email summary of a chat request or conversation, but you want to make sure you are not replying to this email, as it is not from the user, but from us!

You will notice that the email address is coming from our “[email protected]” email address:

how to use live chat software on a website

If you try to just reply to the SYNCRO email notification the email will not go to the user.

What you need to do is find and copy the email address in the summary email in the “Respond to Email Address / Phone No:” field, and draft a new email with that address:

syncro email notificartion

This will ensure that you are sending the email to the correct address.

That’s all you need to do! We have tried our best to make SYNCRO the most user-friendly chat tool available, and if you have any questions or concerns about how to use live chat software on a website, please contact us today, or click here if you wish to sign up.

Why SYNCRO is better than other live chat software tools

Why SYNCRO is the best live chat software tool for 2020. Don’t cut corners by using AI or a chat answering company it will only hurt your business.

How many time have you tried to connect with a business through their live chat tool and seen this message:

best live chat software

I mean, what is the point if your live chat tool is basically a contact form? How about an even worse scenario? Your live chat is a robot, and can never answer the question you have? All you do is delay the contact request or take the risk of frustrating your potential customers so they never buy. Well, what if I have my chat requests sent to a call center so at least they are answered – wrong again! If you cannot chat with your customers in real time, what is the point in having a chat tool on your site? SYNCRO is the only live chat software that allows you to bridge the gap of convenience and good ole’ fashion customer support. Chat from anywhere via your phone’s SMS service and never lose a lead again, better yet quickly, and efficiently help the customers that already are a fan of your business.

Having a live chat tool that works, can increase sales, improve customer service, and deliver an untapped source of revenue that you never thought possible, but be careful, using the wrong live chat software could actually retract from your company’s overall image and success. SYNCRO is the best live chat software for 2020, because it allows you to easily communicate with your customers from anywhere, from any phone, and without any data connection required. How many other live chat tools can you say have that ability? Stop thinking about it and try and live chat software that actually worksgive it a try today for

SMS business solutions are the best for communicating

These days cell phones are basically in everyone’s pocket, and they are the top form of communication on the planet, especially for business owners. So when it comes to generating leads from a businesses’ website and generating new customers, it should come to no surprise that sms business solutions are the best way to do so. In this article we are going to explain how sms business solutions are the best way to communicate with your website visitors over other tools like contact forms, and email communication.

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Contact Forms

Almost every website has a contact form, and forms are great ways to answer questions and generate business, but with the emergence of web live chat software, users are becoming a little more impatient. The downside of contact forms is that the user is left in limbo waiting for someone to respond to their question or request. Because of this delay, the user may become impatient and go somewhere else that can answer them quicker, and you may have just lost their business.

The beauty of a live chat web app is the user can fill out the chat tool with their info and question, and receive an answer immediately. Though some chat tools either require someone to be at a computer all the live long day, or have a bot respond to the user. The best live chat software uses SMS to receive and send messages, so that all you need is your cell phone and can speak with someone anywhere and anytime. This shows the user that you care about them and their business, which will keep them coming back.

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Email Communication

Communicating via email was the first way to communicate online and most people do it on a daily basis, but when it comes to a user on a website wanting more info on a product or service, they may find this process too long.

For example, if you are selling clothing online and a customer has a question about a sweater, and the only way for them to contact you is to search your website for an email address, open up their email program, and type the email out… they may just decide to not contact you at all, and again you’ve lost a sale.

SMS business solutions like SYNCRO bridge that gap of communication so that the customer can contact you easily, and quickly.

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Phone Calls

I’m sure you’ve heard over the years people complaining that no one picks up their phone’s to either call or receive a call, and would rather text. Well that’s actually more true each day. Unfortunately this can hurt your business if you don’t have a quick and easy way for someone to contact you from your website. Live chat for your site is the perfect solution for people who don’t want to pick up the phone to call, as they can get you right away just from their computer or mobile browser.

In conclusion, if you are not utilizing the best live chat software on your website, you are not giving your users the best tools to communicate with you. At SYNCRO we have developed the top live chat software in the world, that connects your users you via text message, so you never lose another lead. Start your free trial here, or click here to sign up today!

Why you need a text messaging service for business

Many website owners know the difficulty of leading customers through a funnel to get them to purchase a product or contact them about a service they provide. Unfortunately many customers will browse their website without taking the next step, and that’s where a text messaging service for business comes in handy.

Using business texting solutions like SYNCRO can really help to generate more leads from your website. Not only will it help to generate leads, but it is also a great customer support tool for your business and your customers.

Here at SYNCRO we are a SMS software company, and we understand the importance of using SMS as a way to generate business, and help your current client base. Our software eliminates the need to hire employees to sit at a desk all day, just to respond to chat requests. With SYNCRO you are sent the chat request as a text message directly to your phone, so you are able to respond from anywhere.
In this article we are going to look at a few of the tools SYNCRO offers outside of our chat tool, and why using our software is a business texting solution you don’t want to miss out on.

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Text Me Tab

The first feature we’re going to talk about it our “Text Me Tab.” The tab can be placed in either the left top or bottom, or right top or bottom, and works as a single text message that a user can send to you. This is one of the better text messaging solutions for businesses, as the user doesn’t feel pressured into engaging in a chat conversation, but can still send you a text message. It also a great lead generation tool as it allows you to get their contact information to keep on file.

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Group Send

Our “Group Send” feature is another great tool and one of the best texting solutions for small business. You are able to have up to 5 people setup in the Group Send option, and they will all receive the initial chat. The first person to respond to the chat request will then take over and speak with the user. This feature is great as it ensures your customer is never waiting long for a response.

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Reverse Chat

Our next feature is our brand new “Reverse Chat” feature, and this one is our pride and joy and one of the best text messaging solutions for businesses. This feature is also known as our SMS Promo Code tool and is great for use in outside promotions and marketing. If you’re looking for inbound sms business solutions then we have the tool for you. It is a great way to increase engagement with customers, and in turn increase conversions and sales.

With “Reverse Chat” you just set your unique code word that relates to your ad or marketing campaign (ie. 40%OFF). Then you just need to update your ads to include the code word (ie. Text 40%OFF to 1-800-123-4567 and receive 40% off your next purchase. From there you just watch the leads pour right in.

In conclusion, having a live chat tool on your website is a no brainer, and if you have any questions or are looking for the best text messaging service for business, then contact us today for a free trial of SYNCRO, or click here to sign up today! You won’t regret it.

SYNCRO How-to – Powerlinks

Whether you are new to SYNCRO or live chat for website tools, you may not know of the amazing feature we call Powerlinks. With a basic SYNCRO install the chat window shows up either in the middle or your screen or minimized to the bottom right, but with Powerlinks you can add a text link or image link anywhere on the site to call up the chat tool.

If you’re looking for a modern live chat software, in this article we are going to explain how you can easily integrate the 2 types of Powerlinks.

Text Link

The Text Link Powerlink is exactly how it sounds, it is just a selected piece of text that is setup to open the chat tool. For example you can have it read something like “Click here to chat with us now” and when clicked, the chat tool opens.

Graphic Link

A Graphic Link is a bit more complicated, but just as easy to setup. The Graphic Link is a specified image that you have set to open the chat tool when clicked. Just like the text link, you can place this anywhere in your site.


Here we are going to walk you through the simple steps of setting up one of these 2 types of Powerlinks. Before we get started you want to make sure you have installed your main SYNCRO account’s embed code put immediately before your closing </body> tag.

<script>var syncrowebchat = { shortname: “syncro-account-shortname” };</script>
<script src=””></script>
<div id=”syncro-webchat”></div>

1. The first thing you will need to do is login to your SYNCRO account here

2. Once you have logged in click on the “MySite(s)” button in the top menu.
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3. Next click on the “Settings” tab, then click the “Powerlinks” tab.
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4. Click the “Add New” button.
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5. In the “Type” field dropdown select either Text or Graphic.

6. If you are selecting “Graphic” this is where you upload the image.
upload file

7. Next add some text into the “Alt Text” and Call Action Title.” Something like “Chat with us now” will work just fine.

8. Next enter the “Description.” A good example would be “SYNCRO will connect you with a real person so you can get what you want instantly!”
call to action

9. Once you have done all that, click on the “Save Changes” button.
save button

10. You will now be directed to a page that shows all of your current Powerlinks. You will notice that the list also states what type of Powerlink has been setup. To grab your code click on the “Manage” button.
powerlinks table

11. To add your text or graphic link simply copy the link provided below the “PowerLink Embed Code for Above Ad” title, and paste it directly into your website text or code.
powerlink code

12. You are done!

If you’re looking for live chat for website or any more of our amazing, contact SYNCRO today!

Get Massive Leads for Your Website Using this Simple Tool

Capturing and nurturing new leads from your website is a very common problem with virtually 99% of all websites on the planet. Here at SYNCRO we have developed a online chat tool that will help you to potentially convert every single person that visits your website into a lead. Increase your sales, by using SYNCRO now.

Our lead conversion, online chat tool uses SMS to deliver the message to your sales people allowing them to stay on the go and do what they do best -SELL.

Not only does our chat software send the message directly to your phone via SMS it has intelligence built in, in case you miss the chat request. I am going to outline a few of the features below that make our service unique and will help you convert more sales – best of all you can try it totally free with no commitment and we even help you to install it on your website.

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How live chat to SMS works

SYNCRO bridges the gap between standard live website chat software and SMS, by sending the conversation directly to your cell phone via text message. You no longer need to be sitting at your desk to talk to your customers. SYNCRO online chat tool works on all mobile phones and best of all you do not need to download any apps or software for it to work. Setup is done in seconds, and all that is needed is your phone number to send the chat to.

What happens if I miss the chat

We at SYNCRO understand that with the hustle and bustle of life, you aren’t always able to respond to text messages right away, but don’t worry we’ve got you covered. We have developed intelligence and logic tools to make sure that your customers aren’t left waiting for you to respond.

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Chat Trigger
Our chat trigger setting allows you to setup an autoresponder, in case you are unable to get to the chat within the specified amount of time you have set in the setting. We have a few auto-generated responses you can choose from, but we also gave you the ability to set one with a more human response, such as:

“Hi Steve, I have received your chat request, please give me a few moments to respond. If I don’t respond within 60 seconds, I am currently driving. Please leave me your phone number and I will get back to you as soon as I am stopped.”

This custom message allows the auto-response to sound a bit more human, and not auto-generated. It typically results in the user feeling more comfortable that you have responded, and they will leave their contact details for you to follow up with them when you are ready. 1000x times better than a standard contact form, which most chat tools employ when you are online.

To setup the Chat Trigger you just need to follow these easy steps:

1. The first thing you will need to do is login to your SYNCRO account here

2. Once you have logged in click on the “MySite(s)” button in the top menu.
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3. Next click on the “Settings” tab, then click the “Chat Trigger” tab.
chat trigger

4. Next you’ll want to enable the Chat Trigger and set the number of seconds to wait for your response via SMS, before the system display the auto response text to visitor.
trigger enable

5. The next step is to choose the message you would like sent on your behalf. You can choose from one of our pre-written messages, and write your own.

6. Lastly, you can also set an automated Goodbye Text.
goodbye response

7. Once you have done all that, click on the “Save Changes” button.
save button


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Chat Rollover
If you have a business partner or another sales person, you can also use the Chat Rollover feature. The Chat Rollover setting allows you to set another name and phone number to receive the messages, if you are unable to get to the phone. You can set the amount of time the software takes to switch to the rollover number, so that you still have the option to answer the message. But if you can’t, there’s someone else there who can. This feature is unique to SYNCRO and allows small teams to engage quickly with live chat request, improving the overall experience of every customer that comes to your website.

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Group Send
If you have multiple partners or employees that you would like to receive the messages, then you can try using the Group Send option. The Group Send feature allows you to have multiple agents receive the chat requests all at once. The first person to respond now takes over the conversation. This option is great as it makes sure that your customer never has to wait, as there is always someone there!

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Can I customize SYNCRO to match my branding?
Before SYCNRO was even a lightbulb in our heads, we were and still are, a web development company and marketing agency. We understand the importance of your brand and keeping it consistent, so we developed the ability to completely customize the look of the SYNCRO online chat tool to match the look of your website. Visit our Latest Features page to see this, and all our amazing features in action.

What else does your software do?

Now that you have a bit of an understanding of what our online chat tool can do, you may be wondering what else we have in store for you.

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Keep track of leads in one location
We understand how infuriating it can be when you’ve misplaced someone’s contact information. So we’ve made sure that all leads through SYNCRO are stored and easily accessible in your SYNCRO account. All chat conversations are stored in the “Leads/Conversations” tab in your account.

Did we also mention that SYNCRO has the ability to create a contact form to place on your website? Well we do! By clicking on the “PowerForms” tab you have the ability to create a contact form and embed it into your website, with just one small line of code. The leads from your contact form are also stored in your backend, in the same spot as the chat leads! This means ALL of your leads are stored in one convenient place. No more spending time sifting through past emails, or the garbage can, looking for the info you have lost.

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Stat Tracking
Understanding where your leads are coming from is huge for your business, so we have given you the ability to track your chats, emails, phone calls and more. SYNCRO’s real time stat tracking allows you to get a better sense of how users are contacting you, and using that information in the future to build better lead generation strategies on your website. You can even use SYNCRO as an outbound sales tool, just ask us how!

If you’re serious about lead generation and sales conversions from your website, our website chat software is the way to go. So what are you waiting for? Contact us at SYNCRO live chat to text today at 877-762-9453, or better yet go to our website and start up a chat with us! We’d be glad to chat with you, and get you started on the best decision you can make for your business.

Benefits of using chat tools

live chat support software has been used on websites for many years now, and have made some websites very successful, but there are still some websites that do not utilize this great conversion tool. If you’re still on the fence about using a live chat software for your website, here is a list of some of the benefits.

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Chat Tools Increase Sales

One of the problems a lot of users find is when they’re trying to get more info about a product online, they sometimes have to wait for a response from the owner. Some users may even go to a different website if they don’t get an answer quickly, and this is where live chat software comes into play. Having a live chat tool on your site allows the user to speak to someone directly and quickly and will get the answers they need, which will potentially turn into a sale. Read this article on the benefits of website chat software and how you can generate more sales and leads.

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Improved Customer Service

The more ways of communication and support you offer the user, will definitely have an impact on your customer service and your business. Live chat software is very popular these days as it allows the user to speak with someone without having to pick up the phone. The no longer will have to wait on hold listening to that annoying elevator music, they can get a response in an instant, along with many different advantages of online chat software. Statistics are also showing that these days users prefer live chat over email and phone calls.

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History, Troubleshooting, and Analysis

Live chat software normally records the history of all of your chats in one convenient place. This allows you to keep a database of all of your potential or existing customers, and a way to look back on any information you need. This also allows you to go back through the history when troubleshooting any issues that customers have been experiencing, allowing you to discover the problem and fix it right away.

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Surpass the Competition

Even though live chat software for websites is becoming more popular, there are still some companies who haven’t caught on. Having a chat tool on your website gives you a huge advantage over these companies. It will show the user that you care more about them and their needs, which will turn into increased sales and better customer service.

In conclusion, live chat software for your website is one of the best tools you can use to generate leads and provide excellent customer service. If this is something you are looking for then contact us to learn more about our live chat support software, or click here to sign up.

Generate more website leads with an SSL

Have you noticed your live chat plugin for website leads have dropped and are wondering why? We may have the answer and what you can do to start generating more leads, and that answer is an SSL (Secure Sockets Layer).

An SSL is an encrypted secure link setup to keep your website secure. This protects all information on your website such as personal and private information, financial information, etc.

live chat plugin for website

At this point you may be wondering why installing an SSL will help generate more leads on your website. Here are a few answers to that question:

  1. When you install an SSL on your website the website is now labelled as secure, and most browsers show a lock icon in the address bar to show the user this. When the user sees this they will know that their information is safe, and they will continue to browse your website. These days internet security is essential, and users that visit a site showing a warning that it is not secure, will leave your website and you have lost potential business.
  2. Now that you’ve kept that visitor from leaving your site thanks to your SSL, you may receive a contact form submission from them. Statistics show that most users nowadays will not fill out a contact form on a site without an SSL, as they feel their personal information will be at risk. Because you have an SSL on your website, these users will be happy to send you their information.
  3. Lastly, now that you’ve read why an SSL is so important when it comes to keeping visitors on your site and eventually contacting you, let’s talk about what an SSL can do to get them to your site in the first place. Having an SSL installed on your website is great for moving up in the search engines. Google is now starting to crack down on websites that are not secure, and rewarding the websites that are. This means that if you have an SSL installed on your site, and your competition does not, there is a good chance you can move ahead of them in the search engines.

If you are serious about generating more website leads then installing an SSL is a must, and we recommend you do it as soon as possible. If you are just looking to generate more leads period, then a website chat tool can also help. Contact us at SYNCRO today to find out more about our live chat plugin for website, or click here to sign up.

These days everyone is using the internet for everything, whether it’s buying an item online or just looking for a specific service. So having a user friendly tool on your site for your customers to get in touch with you is critical. A live chat software for website has an amazing impact on both the user and the business. Here are 5 benefits of a live chat tool and what it can do for your business.

live chat software for website

Users love it

Studies and statistics are now showing that these days more and more people are responding positively to a live chat software for website, and people actually prefer it over the phone and email. It gives the customer the ability to speak with someone in real-time and get the information quickly, which everyone prefers. It also allows them to review the conversation they have had with the rep, which is something you can’t do from a phone call.

live chat software for website

Efficiency is Key

Speaking with a customer on the phone is still great for customer service, but it has one major down fall, each representative can only speak with one person at a time. With a live chat tool, the sales or customer service rep can speak will multiple people at a time, allowing them to meet all of their customer’s needs.

live chat software for website

Building Customer Trust

Everyone is different, and while some people may prefer phone or email, having the option of live chat also adds to the options you give the customer on your website. When you have this, customers feel you are more responsive and attentive, which leads the customer to build trust in your service.

chat tool website

Open 24/7

Most businesses are only open for specific hours and days of the week. A live chat tool allows you to stay open and available for your customers for longer hours during the day and on weekends. Some people may not have the time during the day as they are also working, and having the chat available around their schedule shows that you care about their business.

sales chat tool

Surpass the Competition

The last, but definitely not least, benefit in this list is what a chat tool can do to boost you past the competition. Do some research on your competition, see what they’re doing to interact with their customers. Having a chat tool on your website allows you to have a leg up, and interact with a customer in a way your competition can’t. The user will always pick the company/website that gives them the best service available.

These are just a few of the many, many benefits of a website chat tool can benefit your business, contact SYNCRO to find our more, or click here to sign up today!

Chat tool’s are essential

When it comes to generating leads on your website, a website chat for real estate is one of the best solutions available. If you have a chat tool on your website, especially one that allows you to text back to your visitors, it gives the user the ability to speak to you in real-time, and not having to wait for a response to a form submission, and you don’t need to sit in front of your computer!

A chat tool not only engages you with the user right away, it also allows you to build your client database for potential follow ups in the future.

Here are some tips on why you need a chat tool for real estate on your website:

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First Contact

In this day and age where the internet is everything, most people are using their laptops, tables, and phones to look at their real estate needs. Your website may tell them everything about you or your listings, but the user is always going to have more questions and will want answers fast. If they don’t get those answers quickly they are more likely to move onto another agent, which is why you need a real estate chat tool. Be the first one they contact, and the last.

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Day or Night

Many clients are hesitant to contact you after business hours via phone, and may not want to wait for you to replay to a contact form submission. Chat tools for websites give the user the option to contact you in real-time, and they will feel much more comfortable doing so. Also make sure your chat tool has scheduling options, so that you can set when the tool will show up on your website. Read more about our options here.

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Time is of the essence

Agents can spend hours going back and forth via email, or even in a long phone conversation trying to figure out what their client, or potential client, is looking for. With our real estate chat tool you can find out the exact URL the visitor is vowing when they initiate the chat. This will let you know what information they may be contacting you about, especially if they’re contacting you directly from a listing.

Those are just a few of the reasons why you need a real estate chat tool on your website. For more information on how you can increase your SMS leads for real estate, contact SYNCRO today, or click here to sign up!

SYNCRO Powerlinks How-To Guide

This is a Step-by-Step Guide on how to setup and install a Powerlink on your website with SYNCRO.

    1. Login to your SYNCRO admin account with the login credentials you were provided.
    2. The first thing you are going to need to do is make sure your SYNCRO window is set to display in “Invisible Mode.” To do that click on click on “My Site”:
    3. Then click on the “Settings” Tab located to the right:
    4. In the “General” tab, scroll down to the bottom of the settings. Make sure that the “Start Mode” setting is set to “Invisible.”
    5. Now click on the “Powerlinks” tab:
    6. Click the “Add New” button:
    7. Here is where you setup the Powerlink. You can have two types of Powerlinks, a Text Powerlink or a Graphic Powerlink.

      Text Powerlink

      -A Text Powerlink is simply a link wrapped around a line of text. When filling out your settings you just to need to ensure the “Call Action Title” title is set to what you would like the link text to be. For example see the video below, the “Call Action Title” is set to say “Click here,” and once that is clicked the SYNCRO window will appear.

      -All you need to do now is copy the code in the “PowerLink Embed Code for Above Ad” section and place it into your website code or content editor.

      Graphic Powerlink

      -A Graphic Powerlink is a Powerlink attached to an image or graphic on your website. When filling out your settings you just to need upload the image you would like to use:

      -All you need to do now is copy the code in the “PowerLink Embed Code for Above Ad” section and place it into your website code or content editor.


      -For example see the video below, when the image in the middle is clicked, the SYNCRO window opens up. This is because that is the image I have uploaded in my


    8. The last step to ensure that your Powerlinks work properly, is to ensure the SYNCRO Installation Code is in place. Click on the “Install” tab located to the right:
    9. Copy and Paste this code into your website and ensure it is pasted immediately before the closing </body> tag in your website code.
    10. You are now finished!

Be more responsive to your online leads with these 5 tips.

Make the most of incoming interactions and how a Moooooing cow changed my sales game.

We’ve all been there before- a best website chat software lead comes in from your website somewhat “unexpectedly” and because you weren’t ready for it, you don’t respond in time and you can’t seem to re-engage with the customer. It happens a lot. And there are a lot of reasons why.  The installation of SYNCRO should help you cut down on (if not all together cut out) these incidents of missed sales opportunity, but following the tips below will help you to be as responsive as you can no matter how you generate online leads.

Keep reading!

  • Set up your Schedule

This is an easy one. Login to your settings and under the ‘advanced’ tab, you can adjust the hours of operation that you’re available. If you aren’t available to chat during specific hours of the day then the SYNCRO live chat widget will automatically remove itself from your website. That’s a key feature to consider when evaluating chat tools. There’s nothing worse from a customer’s point of view than having a live chat tool option that always seems to be ‘offline’.

  • Set up your Chat Trigger

If you know that you’re slow on the texting draw or always on the move in your car, then set up your auto responder to explain exactly how you do business. Your customers will love the transparency and sometimes they won’t even know that it’s a canned response. We have some great options pre-canned in the admin under settings and ‘chat trigger’ for you to use or you can customize your own. Make sure that you set your time value appropriately as well, keeping in mind that your customer will not want to wait more than a minute for a response. This is just one of the many features of our best website chat software.

  • Pump up the Volume

This is mistake number one! As a society we’ve turned so polite that often we only ever have our phones on vibrate or worse, completely silenced. This is great for funerals, church, movies and more, but when you’re trying to get sales it’s hardly beneficial. Turn it on and turn it up (at least during the hours your SYNCRO schedule is enabled).

  • Program your Mobile Phone

Tun up the volume for more leads!

Tun up the volume for more leads!

Programming my mobile to the sound of a Moooooooing cow was the game changer for me personally.

I get a lot of texts, emails and other notifications during a regular work day. I wanted to know what was urgent and what I could let go for a few extra moments if I was in the middle of something else.  How did I accomplish this exactly?

  1. Add the SYNCRO number to your contacts in your mobile phone. I named my contact SYNCRO and then added the number 1 (778) 588-9305 as a mobile.
  2. Assign a special message alert tone that only SYNCRO’s will have. Mine is a cow that obnoxiously Mooo’s. It’s very distinct and it lets me know to drop everything and find my phone because I have a website lead that’s hot to trot. My kids even know when I have a SYNCRO now and will run and bring me my phone to respond.
  3. See point 3. You need to have the volume in order for this to work.
  • Don’t stress if you miss a Chat

But do make every effort to contact the lead back as soon as possible via the email address or telephone number that they left you in their contact details. This goes along way when accompanied by an explanation of why you weren’t able to immediately respond to them eg: ‘Sorry I missed your chat earlier, I was driving and it wasn’t safe for me to text you back.’

Keep in mind that sometimes your customers are in a rush and want the answer so quickly that they’ll jet within minutes of that first contact going unanswered. Their email address is a great way to follow up with them and offer your assistance.  It shows that you’re proactive and care about their business – so long as you’re reaching out within the same 24 hour period. Waiting longer than 24 hours to follow up will likely not help you in your effort to close more sales.

Got an email bounce?  Again your customers might be in a rush, or may not trust you enough yet to provide a real address. Try Google searching their first and last name along with the email they provided and see if you can track them down. A little detective work can go a long way!

Those are 5 tips that worked wonders for me and I think they can also work to help you convert more of that website traffic using SYNCRO website live chat to text message.

Do you have any of your own tips or tricks up your sleeve when it comes to being more engaging with your best website chat software leads?  Share them with us over on Twitter @syncrochat


Do clients expect you to be available 24/7?

Ever since the introduction of the smartphone (we’re looking at you Apple and Android) we’ve shifted into a hyper on-demand climate. Everyone worries that if they don’t take that one call, or respond to an email or text message instantly that they’ll lose out on precious business to the next person who has no problem stepping away from the family dinner table when duty calls.
It’s a crazy world out there and fast paced is no longer fast enough. Let’s face it, we’ve all become cozy with the idea of getting what we want as soon as internetly possible. This is especially true when you’ve exhausted all of your online researching, perusing, price checking, and due diligence and you finally make the decision to talk to a real live human. As consumers we think, okay I’m ready now, and you Mr.Salesperson better be damn ready for me.
However, what happens more often than not is unexpected frustration for the consumer. Typically most consumers don’t get around to the real, dig into the depths of your browser, kind of online shopping until the late evening hours. This only leaves them with a few options for reaching out and touching someone:
• The dreaded contact form
• The email address that may or may not be accurate
• Live chat that may or may not have an available operator
• Social media
• Text messaging
• Answering service
Let’s look at all of these solutions and figure out which one is best for your business, your clients and more importantly the life you’re trying to live.
netflix-transparencyThe contact form:
The contact form can be a big pain in the ass for everyone. From spam protection verifications that require a degree and 30/20 vision, to the mandatory request of every small detail short of a blood sample, contact forms are crazy out of date and incongruent with how the general population wants to do business these days. To top it all off, contact forms are a one way street. Consumers can hit send all day long on a contact form only to be met with the generic “Thank you for your request. Someone will get back to you within 24 hours.” Are you kidding? Someone? 24 hours? That’s like an entire day to wait for…who again? In today’s day and age you better have a name or alias assigned to your “someone” and if you’re really into keeping your contact form around in its current state then you should probably endeavour to cut that response down by 23 hours at the least. Or you’re right, you’ll totally be losing customers to someone more responsive. Even better, upgrade your form with options. For example, when they click submit give them other options to escalate their request, either by using live chat or even an unpublished number where they can reach you directly.
The outdated email address:
How many of you have set up websites and thought this: I really want to seem bigger than I actually am right now, because you know, one of these days business is really going to take off and I won’t want my personal email address out there, so I’m going to use a generic info@ or support@ or somethingelseIwillnevercheck@? Yeah well that’s likely already caught up with you and you don’t even know it yet. People don’t want to do business with strangers. That’s why they spend so much time researching you, reading about you and essentially online stalking you in the first place. You kind of miss the point when you set up an alias email address, especially when you’re likely to change, add or remove a hardware device from your repertoire, forget to add or forward said alias and then miss all leads that are supposed to direct to it. You’re much better off using your own day to day email address and coming up with a better lead management system.
Live Chat:
Live chat is a great option so long as it also reflects how you handle business offline. If you’re going to use live chat and you’re interested in the scheduling option, then you need live chat that disappears from your site when it’s not available. Misleading your potential clients with the potential of live chat only for them to click and see the hours they’ve decided to engage with you are not congruent with your schedule ups the consumer frustration ante significantly. When you enable scheduling in SYNCRO the chat window will disappear during the hours you are not available. This will force clients to contact you in another manner. If you choose not to enable scheduling and you’re using SYNCRO then you can also rely on your chat triggers to save you when you’re busy binge watching HBO at night. Setting your chat trigger to respond to clients within 60 seconds with a message detailing why you can’t respond and when you will likely respond is usually enough to keep a client at bay. It also gives you peace of mind that your leads are getting some attention while you dig into that season finale. The lead’s contact information will be there for you via text message, email and your admin panel if you want to personally follow up during a snack run to the kitchen.

How will they reach you after hours?

How will they reach you after hours?

Social Media:
Let’s face it we weren’t all built for the rigours of social media. Being connected to social media 24/7 for some is like second nature, and for others it’s a circle of hell that has yet to be classified. Again it’s really important to tell your clients how you use social media in your offline life. If you’re not a regular social enthusiast who awaits every ping and ding signifying a new notification, then you may want to put that out there to your clients before they think to engage you with a direct message (DM) that you’re only going to check twice a year. Add a note to your contact page that explains how you use social media and how and when you prefer to engage with your clients. More importantly how can potential clients reach you (if at all) after “normal” hours?
Answering Service(s):
An answering service is like technology’s definition of a lunch bag let down. There’s nothing worse from a consumer’s perspective to finally reach a real live human only to realize that said human has no information that they want or can use. Answering services have their place and that place is in a service based emergency scenario. Your HVAC is broken and you have no heat in the dead of winter, your house is flooding, or you have a personal emergency that requires an immediate dispatch. Answering services were designed to provide some level of comfort to the caller while taking important contact details in order to send out appropriate teams as soon as possible. Using an answering service for your live chat to “pre-qualify” your online leads or to handle your cell phone calls for sales inquiries is frankly pretty vain. It tells the consumer that you’re too busy to deal with them unless they have been vetted as worthy. It’s very presumptuous and you run the risk of losing great potential leads, considering online consumers don’t want to give away as much information these days due to privacy concerns. If they feel as though they aren’t a priority right from the start they’ll likely snub you before you have a chance to snub them back. Use an answering service with caution and again making a quick note on your contact page informing your potential clients of what they can expect when they call after 5pm will go a long way in the quest for transparency.

How to Enable Scheduling on your Live Chat Software

Set the hours when you’re available for a live chat with your clients

With SYNCRO you have the option to adjust the hours in which you are available for clients visiting your website.  We realize that you can’t be available 24/7/365 for clients; you’re not a robot and everyone is entitled to a couple days or at the least – hours off.  For that very reason we have built in a handy scheduling feature.

When you have your live website chat to text scheduling enabled the SYNCRO chat box will only show up on your website during the hours specified. If you are not available the chat window disappears completely.  This is a little different than other website chats where they will indicate whether you are offline or online. We find it pretty frustrating to see an unmanned chat window, so we thought it would be better to not see the chat box if chat was not available during the specified hours.

Here’s how you set up scheduling.

  1. Login to your account
  2. Click the Setting tab
  3. Click the advanced tab
  4. Find the Scheduling option
  5. Check the box that reads Enable/Disable Chat Scheduling
  6. Set the hours you will be available in the Timeframe eg: If you’re available from 9am to 5pm, you would enter 0900 in the first box and 1700 in the second box.
  7. You’re done! Now enjoy your scheduled break! You deserve it.


How to Generate the SYNCRO Embed Code

Generating the live chat to text message embed code is as easy as 1-2-3.

When you sign up for a SYNCRO account you will automatically be presented with a step by step set up wizard to guide you through how to install the embed code to enable live chat to text on your website.

However, if you already have an account with us and are looking to manually generate embed code for your website you can also follow these two steps:

1.) Login to your SYNCRO account 

2.) Find and click the ‘Manage Sites’ tab. Click ‘Add New’. From here you will be able to add the website URL where you will be installing SYNCRO and generate the embed code that is required to set up your live chat to text message widget.


3.) If you have any issues with your install please let our team know by either SYNCRO’ing with us or sending over an email to [email protected] and we’ll be happy to help you get on your way!

Chat Trigger Will Save your Life and Leads

There’s a lot of things we love about texting. It’s instant, it’s easy, quick, anonymous and it generally makes life easier.

The one major downfall about texting isn’t the guesswork of trying to figure out the tone of the conversation as it unfolds or analyzing response time from friends trying to discern whether or not they’re ignoring you or just for real busy, but is certainly more serious than ego and affects every human on this planet.  It’s the doi-yoi’s out there that still think texting and driving is cool. The dumb dumbs that think not texting and driving doesn’t apply to them, because somehow they’ve mastered mad texting skills that absolve them from this dangerous form of multitasking.

If you’re one of these “cool” humans that are still “too busy” to put down your phone whilst in your vehicle then maybe we can convince you to change with our Chat Trigger feature.

With Chat Trigger you can still capture all the details of your received messages via text message and email and our system will also instantly notify the sender on your behalf that you’ve received their message and you’ll respond when you are able to do so.

chat trigger

This nifty form of immediate automatic response will not only satiate the message sender for the time being, but will also quash your anxiety to provide an instant response.

Let’s face it, not only is it dangerous to respond to texts, emails and non bluetoothed calls and in some places (why not all?) illegal, but it’s also not necessary to be that on the ball!  Think about what we did before the advent of mobile devices and understand that no response is more important than your own life or the lives of others out there on the road.

However, if you want people to know you’re not being anti-social, and haven’t dropped into the realm of no signal-ville then hook SYNCRO up to your website and give them a something to chew on until you can safely send back your response. Safety first kids.  SYNCRO has your back.

Does SYNCRO affect the loading speed of your website?

We’re myth busting around the SYNCRO office today, with a neat little DIY article on website speed and how to benchmark your personal website before and after your SYNCRO install.

We live in an on demand world and waiting for a website to load isn’t part of our instant gratification vocabulary, so obviously why wouldn’t you want your website to be lightning fast?  Unfortunately, there are actually lots of reasons as to why it could be bogged down and more often than not they are things left to the control of your web developer, ISP or server host.

It likely won’t be the addition of a quality application such as SYNCRO or another live website chat solution that would cause the bottleneck to your website load time. We know this because we make a concerted effort to build “good” software and we also test and measure everything we do, because nerds like to know that stuff and we definitely have our fair share of those guys kicking around this office. So how can you take this little test on your own? It’s simple. With the help of Google.

We encourage you to visit Google’s handy little developers page called Page Speed Insights All you’ll need to know is your domain name and how to type and you’ll have the results of your page load time in mere moments.

For anyone who is concerned about website load time and how a tool like SYNCRO might affect how fast your site loads up on both a mobile device and a desktop computer we encourage you to visit Google’s Page Speed Insights page and do a test before SYNCRO is added to your website and then do the exact same test after the embed code has been added. It’s just that simple to find out the truth in your load time woes.

If you don’t want to use your site as a guinea pig, we totally understand (we’re against animal testing too) so we’ve given you an example below.

Take a look and let us know in the comments what kind of results you guys are pulling in.


This is a typical website using SYNCRO to field live chat to text message leads.  Before we put SYNCRO into the website we did a speed test using Google’s developer tools and you can see that the website scores 69/100 on a desktop computer.


And here’s the same website a few moments later with SYNCRO now added into the mix.   The site now scores one point less in the speed test with a 68/100.  As you can see the difference is negligible and it is very unlikely that most humans would notice the difference in speed.

We have also included the same results for the same website but using a mobile. The same results were achieved, with a 59/100 score for the website without SYNCRO and a 58/100 with SYNCRO installed. Again, the install caused a very insignificant difference.


This difference is expected but nothing that is going to significantly reduce the load time on your website.  And that friends, is a very simple DIY speed test you can perform on your website.  I think Martha would be proud. That’s a good thing.


More leads with a sales based website chat tool

That might sound a little “pushy”, but seriously if you want to build trust with fresh blooded, potential clients it’s the hard truth that a lot of agents still unfortunately need to hear. Not only is the hard sell dead, but also without a pulse is the soft sell, the value sell and every other sleazy sales tactic you’ve ever learned. It’s time to start waiting patiently for your queue when to chime in and that starts with your ears not your mouth. Too many agents are using their website chat tool to stalk and harass potential new clients.

What to do with incoming support interactions.

The following are suggestions on how to turn incoming support interactions into happy clients that want to spend more money with you. Retaining your existing business is good for your bottom line and should not be ignored if you’re looking to grow and sustain your business.