No one who needs information likes to wait longer than necessary for an answer. HubSpot therefore offers a live chat tool as part of the Marketing Hub that establishes a connection between customers and employees without any detours or long waits. HubSpot requires no download and no installation - the live chat can be controlled on the web. The tool is immediately available to visitors on your own website, enabling real-time communication. Your customers have questions, you have the answers and HubSpot takes care of everything in between. 
Why you should use a live chat tool
HubSpot offers you an easy way to get in direct contact with customers, provide answers and impart knowledge. But why a live chat when there are social media, email and telephone contact options? This may be true, but the question remains as to whether these types of contact also correspond to the principles of inbound marketing. After all, it should ultimately be the customer's decision when and via which medium they contact the company.
This is where live chat comes into play, as it enables contact from the exact place where the user is currently located: the company's own website. Visitors therefore do not need to switch between different applications or log into a specific network, but can ask their questions "on the spot" and receive the answers they need without delay.
The HubSpot live chat tool connects you directly to an employee who speaks via chat and takes care of the concerns of the site visitor in real time. This is basically a normal conversation. This would only be possible with a time delay via email. Visitors also don't have to search for the right number first, pick up the phone and then get stuck on hold for minutes.
HubSpot gives your customers easy and very uncomplicated access to your company.
The professional way for a positive customer experience
Much more important than the mere possibility of making contact is the creation of a consistently positive customer experience. It is not uncommon for visitors or customers to be forwarded from one employee to another or to be contacted again at a later date.
This is where it comes in handy that the entire chat history is stored in the HubSpot CRM system and is therefore available to other employees on call. This avoids the embarrassing situation in which a colleague doesn't even know what the customer wants from them or that you yourself have forgotten what the conversation was actually about on a stressful day.
Live chat, chatbot and CRM system in one package
The live chat tool is an integral part of HubSpot and is available in the Marketing, Sales and Service Hub. The corresponding widget only needs to be added to the website and, if necessary, configured beforehand to meet individual requirements. Also included is the chatbot designer, which you can use to create your own chatbot without much programming effort, for example to request customer contact details.
Whether you're in the office, working from home or on the move: HubSpot's live chat can be used from anywhere. All chat conversations are stored centrally in the CRM and can be accessed from anywhere. So no matter where your employees are, they are always able to provide precise and context-supported answers. These can be issued directly from the global mailbox.
HubSpot also has a free Slack integration, allowing you to reply to incoming messages directly from there. With the help of the mobile app, you can also hold conversations conveniently from mobile devices.
First steps: How to set up live chat
The connection between your customers and your employees is just a few clicks away thanks to HubSpot. The first step is to link a chat channel to a conversation inbox. You can customize the chat channel to the availability of your employees and also adapt its appearance to your needs. In addition, the live chat must of course be added to a website by adding the tracking code. This code is necessary for the live chat to be displayed at all. The first steps for setting up your live chat tool then look like this:
- First go to your HubSpot account and click on "Chatflows" under "Conservations".
- Click on "Create chatflow".
- Then select a live chat option. Here you have the choice between Live Chat and Service Hub, whereby the latter is reserved for customers with a Professional or Enterprise account.
- Then click on "Next".
- Optionally, you can select a mailbox in the next step if you have set up several in your account.
- Now you can change the language of the chat flow if required. To do this, simply click on the drop-down menu and then on "Select language".
The next steps involve creating a welcome message and deciding where or at which point on your website the chat window should be displayed. Finally, you can adapt the appearance of the window to your website and make settings in the options, for example for the GDPR. Then nothing stands in the way of a direct exchange with your customers.
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