Using the Webchat Widget in GOCare Connect

Quick Summary:
This article provides an overview of the GOCare Connect webchat widget, its customer experience, and guidance on customization and deployment.

The GOCare Connect webchat widget is an interactive bubble positioned on a website. It enables customers to initiate live chats with support teams without navigating away from the page. By embedding a simple iframe code snippet, organizations can offer seamless, real-time communication through the GOCare Connect platform.

The typical customer journey through the webchat widget includes the following stages:

Data Collection Points:
Customers are prompted to provide essential details such as:

• Name

• Email

• Phone number (commonly the service number associated with the inquiry)

• Issue type (typically selected from categories such as billing, service, or general inquiry)

ℹ️ Note: The widget operates independently of any website login system. Customers will be prompted to enter their name, email, phone number, or service number to verify their identity within GOCare Connect by linking to a company's BSS.

Conversation Flow:
The system guides customers through the dialogue to collect sufficient context, ensuring accurate routing to the appropriate support team.

Agent Handoff:
Once an agent receives the conversation, the previously gathered details are visible, allowing for informed and efficient responses.

By default, the webchat widget is placed in the bottom-right corner of the website. However, it offers several customization options:

• Widget Positioning: The widget can be repositioned on the page to prevent overlap with important website content.

• Styling Options: Colors, logos, and avatar images can be customized to align with brand identity.

• Dialogue Flow Management: The intuitive web flow editor in GOCare Connect allows administrators to adjust messages, introduce new questions, and implement automated steps.

1. Code Snippet Delivery:
   GOCare provides a small iframe code snippet to be implemented on the website.

2. Website Integration:
   The website development team embeds the snippet into the appropriate section of the site.

3. Styling Adjustments:
   Developers may apply additional style modifications as needed to ensure visual harmony.

4. Flow Testing:
   The full widget experience should be tested to confirm the proper functioning of welcome messages, data collection, and conversation routing.