Offer Real-Time Help Without Slowing Your Site

Instant answers can unlock hesitant buyers, but heavy chat widgets undo the performance gains of a lean Astro build. Here’s how to keep things balanced.

Decide whether live help makes sense

• Do you have enough traffic to justify another inbox?
• Can someone respond quickly during business hours?
• Will the chat focus on sales, onboarding, or support?

If the answer is “not yet”, improve your forms and FAQs first.

Implementation checklist

1. Load any chat scripts after core content so Largest Contentful Paint stays low.
2. Limit the widget to key URLs such as /services/lander, /services/full-site, and /contact.
3. Match colours to your core palette so the experience feels native.
4. Set office hours messages to prevent visitors waiting for ghost replies.

Keep the experience tidy

• Offer quick-reply buttons (pricing, timeline, scope) so people can self-serve.
• Route complex requests straight to your support ticket form.
• Review transcripts weekly and fold recurring questions into your FAQ block.

Measure impact

• Track form submissions before and after adding live help.
• Note any uplift in booked calls or Launch Sprint enquiries.
• Remove the widget if it adds noise without improving conversions.

Need help configuring it?

Fernside can integrate the widget, guard your performance scores, and document the workflow inside your website playbook. Drop us a line to include it in your next ticket.