McCabe Insurance has a 60-year history in Saskatoon. They needed an updated website that ensured they remain current and highlighted their deep connections to the city.
Dedicated to delivering top-notch customer service, they also wanted it to be very easy for visitors to the website to get in touch with them. We included contact information on the header, footer, Contact page, and visitors can get in touch through the chat box icon in the bottom right corner.
Our research led us to recommend Intercom. It’s a well-known and widely used chat box system that includes a customizable knowledge base for canned answers, giving them an option to add a chatbot down the road. Pricing depends on the features you’d like, and ranges from $53-$155 USD per month.
But McCabe leadership was concerned about how the chat box would integrate with their existing workflow. They understandably didn’t want to pay for a system they weren’t sure staff members would learn and pick up.
So we ended up going with Tawk.to. It’s free to use unless you want to remove the Tawk.to branding or hire chat agents to take messages for you. It’s also well-known and widely used, and includes a customizable knowledge base, though it doesn’t have the option for chatbots. The Tawk.to branding may also be a turn off for some people.
We liked what we learned about Tawk.to as we researched and installed it for McCabe, so we added it to the Play Sask Rec Sports website, which Vireo manages.
One of the features we like the most is the ability to see in real time where visitors are coming from and how they’re using their website. We also installed Tawk.to as a replacement for the contact form, and have found people do use the offline message box to send us emails.
The biggest negative is that you need to remember to log off if you’re not at your computer. Even if your computer goes to sleep, Tawk.to will think you’re still online and you run the risk of missing messages.
Overall, we’ve enjoyed our experience using Tawk.to as a chat box for websites because of it’s