From a website, you can communicate directly with Internet users using a chat system.
There are several solutions:
Use of paid software
Use of free software
For the website of a driving school (Wee
Permis), we have opted for a free solution.
The solution used is Smartsupp. With Smartsupp, you can chat with visitors in real
time and observe their behaviour on the website. Smartsupp allows you to help Internet
users whenever they need help. Their questions can be answered instantly in the
discussion box on the website. If similar situations arise, pre-recorded responses and
automatic messages can be created and used to save time. Smartsupp proposes to customize
the discussion box by modifying the position, texts, colors and image to match the
identity of our company.
If no agent is online, you can contact the agency directly by email via the chat
Smartsupp is used by more than 58,000 companies, including leading brands such as
Microsoft, Skoda, SkyPicker and Conrad. Smartsupp can be set up on any website.
Smartsupp offers three packages, one free and two for
The three packages have the following features:
Smartsupp offers a free lifetime solution for an unlimited number of agents. Both
Premium packages include advanced features such as group statistics, Google Analytics
login, API and more.
Here is a quick comparison between the three solutions:
||8€/Month per Agent
||19€/Month per Agent
|Chat conversation history
|Logging in to Google
|Using the API
|High-capacity dashboard (More than 300,000
visits to the website)
To integrate Smartsupp's box, simply insert a script into the pages of its
Presentation of the dashboard
The Smartsupp dashboard looks like this:
There are three main tabs: Visitors, History and Video
The visitors tab allows you to see the users who want
to communicate with us and the history tab allows you to see the history of the
The Video Recordings tab allows you to see the behavior and movement of visitors on
your website. You can watch a video with the mouse clicks and movements of each visitor.
(This Solution will not be implemented on the Wee Permis
The interface is very simple to use and easy to understand.
First, we will create the different agents. The Wee Permis website has several
driving schools. For the moment there are Wee Permis Reims and Wee Permis
Valenciennes. So it is necessary to ensure that users who have selected the Reims
agency can talk directly with an agent from Reims and the same thing for the
To do this, it is enough to create two agents: Wee Permis Reims and Wee Permis
Then its agents are integrated into groups: Reims or
Valenciennes. We can have several agents per group. Depending on the
agency, it will be sufficient to put the group ID in order to discuss with the good
We will therefore move on to the customization of the box, which will be present
on the website. So we can choose our colors. For Wee Permis, we have chosen the
colours Pink and Blue in order to respect the graphic charter of the website.
You can also choose the logo, texts and buttons. For the Wee Permit School car,
we have chosen to put the company logo in order to better integrate the discussion
box on the website.
Once the customization of the chat box is complete, we can set it up on our
Implementation on the website
To set up the box on our website, simply place this script on the pages of our
website, after the tag <body>. This script will display the chat box we just
Then depending on the agency, in order to discuss with the right agency, we add this
piece of script on the page of our Reims or Valenciennes agency.
<script>smartsupp('group', 'ID correspondant au groupe'); </script>
On the Wee Permis website, the choice of agency is made thanks to
a database (a connection to the agency, in the form of a Session). So just place the
IDs in the database and modify the script like this:
<script>smartsupp('group', '<?= $_SESSION['groupe_chat']; ?>'); </script>
Once the configuration is complete, the results can be observed and tests can be
We have therefore chosen the Reims agency, we can see that the box appears at the
bottom right. The Online status appears if an agent is
connected. Otherwise, the offline status is present.
When opening the box, we are asked for information in order to be able to communicate
with the agency.
Once the user has clicked on Start chat, the agent
receives a notification on his computer to notify that a user wishes to chat. The agent
has the choice of whether or not to accept the discussion. In case of refusal, the user
will get a message of the type that the agent is busy at the moment. And so the message
will be sent by email. If the agent accepts then he will have this interface:
The agent can see the pages the user has visited and this personal information. From
there the agent can discuss with the user. The user will then have the message: Wee
Permis Reims has joined the chat.
At the top of the page, we see that the user is on the Reims agency, so he can only
chat with a Reims agent.
To conclude, there are free solutions allowing a conversation system from its website.
Smartsupp's solution is complete and very easy to use.
By installing a chat on its website, users can easily contact the company without
having to go through emails or phone calls.
The platform works on all web browsers (Safari, Opera, Google
Chrome, Mozilla Firefox, Edge, etc...) and also on Smartphone (Iphone or Android).
This system is therefore implemented on the website of the Wee
Permis Driving School, users and agents are satisfied with this solution.