Chat – run by a human or AI – shortens the path to contact. On the Novi website the Bolly mascot helps with this.
What it means in practice
Website chat is a conversation window where visitors can ask a question and get an answer straight away – from a staff member (live chat) or an AI assistant working around the clock.
Why it matters for your business
Chat shortens the path to contact: customers don’t have to call or email. A quick answer increases the chance of an enquiry, especially in the evening and at weekends when competitors don’t reply.
Examples and good practice
- Set hours when a person replies, with AI outside those hours.
- Teach the chat common questions and prices.
- Collect contact details in the conversation.
- Don’t let the chat window cover important buttons.
How Novi handles it
On the Novi website the Bolly mascot helps visitors. The AI assistant and Live chat modules give your business a chat running 24/7, with enquiries landing in the lead inbox.
