5 ways fintech is reshaping the financial services industry

Technology has been shaping consumers’ demands and expectations, leading to an imminent disruption in the financial services sector.

Banking institutions, credit unions and big financial players have been playing catch up with new software developments and advances in technology mostly introduced by fintech startups. This phenomenon is quickly and irreversibly changing the global financial landscape.

The revolution of financial technology (fintech) is now rapidly spreading around the world and affecting a multitude of processes in the sector, including customer service, financial advice, payments and transactions, lending, insurance services and account management.

Fortunly summarised how disruptions from fintech startups have impacted the financial ecosystem in the last few years, showing some ascertaining statistics:

  • 85% of banks have made of digital transformation a business priority
  • 3 out of 4 global consumers are using fintech services for money transfer
  • 77% of financial institutions want to innovate more
  • 60% of traditional banks would team up with fintech startups, and 82% expect these partnerships to expand within the next 5 years

In the new digital era where customer centricity is the focus, fintech is innovating with solutions that can better respond to customer needs in terms of accessibility, convenience and personalisation. With all these changes, what does the future look like for the industry?

Here’s 5 ways in which the fintech revolution is disrupting the financial services sector:

1. Omni-channel customer experience

As digital channels continue to dominate the way customers connect with businesses, there’s been a quick shift in user interactions, and banks have progressively moved away from traditional procedures and branch-based activities to operating almost entirely in digital ways.

An omni-channel experience that meets new consumers’ demands involves not only mobile, but social media and multiple messaging channels – email, live chat and SMS. The need to facilitate customer communication through any channel is marking the path forward for companies aiming to achieve true customer-centric operations.

For users in banking, an omni-channel experience means customers can get consistent and seamless interactions online; no matter what device they use, as well as offline – with “smart” branches that effortlessly integrate with digital services. As user behaviours shift, the emergence of fintech means that financial institutions are getting smarter, with an aim to migrate transactions and sales to digital channels that help to create the unified, enhanced user experience.

Fintech startups are fiercely emerging in line with this trend, as they can provide the software for financial institutions to adopt multi-channel messaging, combined with AI, machine learning and automations to streamline communication between business and consumers – a winning formula to boost sales and customer engagement.

Adding to this formula; co-browsing is one of the latest technologies that has come to assist financial services in their journey to deliver omni-channel support. Beyond banks and credit unions, this tool is also being used by agents in insurance, lending, and financial advisors who can co-browse with consumers and provide in-person assistance.

The main advantage of co-browsing is that agents can navigate along with visitors and customers on specific webpages, to step in and help with a show and tell approach during crucial stages of the buyer’s journey: from form filling for pre-sale applications, to post-sale customer onboarding. 

2. Customer service chatbots

Chatbots are growing in popularity especially amongst banks, who are using the functionality to streamline a number of customer interaction processes – something that it’s also come to be known as conversational banking.

Agents can benefit greatly from the implementation of these virtual assistants, as they can spend less time on the phone handling basic queries and focus on more relevant or complex tasks.

Some of the main advantages that chatbot technology offers for financial services include speedy response in support delivery for simple queries, pointing customers in the right direction (relevant web pages or service departments), and automating data collection.

Chatbots can also integrate with applications and other technologies, and also make use of machine learning to continuously expand usability. Open banking is one of the developments that can be integrated with chatbot technology, to automate a number of queries and gather relevant financial data from customers.

From the customer’s perspective, chatbots are handy bits of software because – unlike human interactions – they can provide assistance 24/7. Virtual assistants are now more than ever handling support queries and helping consumers to find information online in seconds, resulting in improved customer satisfaction rates.

Even though some people still prefer human contact for a number of processes, a digital hybrid approach seems now easily viable and most likely to become the ‘new normal’ for financial services.

3. Open innovation for new developments

The digital transformation has kept a focus on openness. Financial giants have increasingly engaged with external solutions and opened up to third party innovators to onboard new ideas and developments.

A report by Accenture shows how the open concept is embedded in the approach of many of the new fintech companies. A real-life case is Fidor Bank in Germany, which established a middleware with an open Application Programming Interface (API) that connects to existing banking platforms to offer a range of services in lending, arranging emergency loans, and sending money via Twitter.

The open approach in innovation is continuing to grow in popularity, fostering competition as it goes. Established banks and credit unions can partner with fintech providers offering open banking technology to streamline processes such as affordability assessment, credit searching and bank statement reporting.

4. Transactions with Blockchain and cryptocurrencies

Following up on the open innovation movement, a big opportunity for businesses in the financial services industry is to take an approach in the area of Blockchain. Cryptocurrencies have been disrupting the banking sector for the past few years, offering users quicker and cheaper ways to complete transactions.

We’re yet to see how this wave continues to affect the sector to analyse its long-term impact, but it’s notable how it has been implemented and quickly reshaping ways for payments and transactions. Blockchain provides a solid trading platform with increased transparency, and customers have been benefiting from cryptocurrencies for transferring money, reducing costs and saving time.

5. Automations for financial advice

Robo-advisors or virtual assistants have taken the world of financial advice by storm, imposing a significant threat to traditional operators. The pressure will most likely prevail, but developments in automated technologies for financial advice are continuing to emerge and offer competitive solutions.

These automations are implemented in the form of automated messaging through live chat and other communication channels, as well as workflows that can be built around specific company needs and triggered by consumer behaviours – to power sales and customer engagement.

The delivery of financial advice can be automated with a hybrid approach of human and machine. The use of automations in this sector extends to a range of processes, from delivery of basic advisory, to data-driven insights for more tailored services and automated systems for customer onboarding.

Automations can help financial advisors and agents in wealth and asset management to capture leads, build relationships with customers, and deliver a more comprehensive service offering.

Fast-forward to the future

Digital banking expectations are evolving, forcing the banking industry to reimagine how products and services must be delivered. At the same time, advances in fintech are now encompassing all stages of the customer journey with chatbot technology, machine learning and AI, co-browsing, modern messaging and automations, with more developments are in the way.

The focus for banking institutions and financial services must be to keep a strategy that puts the customer at the centre of their processes, in order to ensure a more seamless and omni-channel experience.

Traditional retail banks will need to monitor the digital revolution steered by fintech startups and challenger players in the industry, and consider opportunities for partnerships, open innovation and strategic investments that can considerably improve their operations in line with the digital revolution.

At Ibby, we are building an innovative platform that will help companies in financial services to implement technologies for sales and support, from real-time messaging tools to co-browsing, open banking and more.


How chatbots and automations are changing the game in the banking sector

Banks and credit unions are having to keep up with the quick advances in modern messaging and online digital technologies. What’s next?

The banking sector has been evolving at a steady pace. Technology has come a long way since the industry was disrupted with Internet banking in the 1990s, and then with mobile banking – when smartphones took over for good. The next step? Chatbots and automations.

Chatbots are revolutionising the way businesses interact with consumers in many industries, and the banking sector is no exception. Equipped with AI and able to automate queries, bots can connect consumers with banks in a conversational way to offer immediate and accurate answers, assisting with a wide range of simple tasks.

The time that agents can save by implementing chat automation is highly valuable, which is why the technology’s popularity is on the rise. Bots can act as humans to provide instant answers and help customers with things that could otherwise take users a long time to find online.

Indeed, advances in chatbot technology were making a lot of noise just a few years ago.  Promises that ‘chatbots were going to take over the world’ led to high expectations and a definite hype. However, the advances in machine learning have not stopped; virtual assistants and bots have continued to evolve and, now more than ever, banks and credit unions around the world are adopting these digital solutions to enhance customer experience.

Findings from a survey by Aspect showed that almost 70% of consumers interact with a virtual assistant or chatbot at least once a month, and we can only expect these interactions to increase over time.

Chatbots in banking: How are they used?

Primarily, chatbots are helping banking organizations to reduce costs by facilitating communication. In many cases, they can replace some traditional channels like phone, email and text, and provide speedy assistance online to the increasingly tech-savvy consumer.

Typical uses for chatbot solutions in banking include help with tasks such as account balance enquiries, personal details, loan queries, etc. Complicated issues though are best dealt with by agents, creating the human and machine hybrid approach that is marking the trend in banking support.  

Bots are leading the game in conversational banking, integrated into applications and websites. They act as advisors within a bank’s platform to deliver instant answers to simple questions, direct customers to websites and provide information 24 hours a day. And, as the most diligent assistant, they are always ready to connect customers to an agent when the time is right.

Predictions for the next decade are pointing out that chatbot solutions will continue to be implemented by banks as a means to automate support and reduce costs significantly. A report by Juniper predicted that by 2022, chatbots will be responsible for over $8 billion annual cost savings. Meanwhile, Gartner has predicted that chatbots will take over as much as 85% of all customer service interactions by 2020. 

A couple of real-life examples:

Bank of America: Erica, the virtual assistant

Bank of America’s virtual assistant, Erica, interacts with customers via text or voice to assist with day-to-day banking needs. In a real-time chat environment, Erica can show a customer his or her current account balance, provide assistance for transfers, block a credit card, and more. 

Mastercard: Conversational banking with Facebook Messenger

The Mastercard bot for banks and merchants lets customers get help with financial questions through Facebook Messenger. Mastercard’s chatbot platform uses AI to allow users to transact, manage finances and make payments via Messenger.

Moving beyond bots

Granted, we can expect to find more and more banking support tasks being handled by bots within a simple chatbox – but it will not stop there. AI and new technologies are providing the banking industry with extended forms of engagement.

Co-browsing, video interactions and digital voice messaging are some of the latest features that are now having a big impact in digital banking.

With co-browsing, agents can navigate hand-in-hand with consumers on a specific web page, to assist with complicated forms, application processes, or more. The technology provides a unique customer experience and a platform for the representative to deliver an in-person service – an effective strategy to boost customer engagement. 

Open banking developments are also unavoidably spreading across countries, promising to revolutionise the way banks interact with consumers. With open banking facilities integrated within a web chat box, customers can easily share financial data online in a quick and completely secure manner – while banking organisations can instantly get accurate information needed for a multitude of processes.

While chatbots and virtual assistants have their limitations, these newer technologies have been introduced to fill the gaps and supercharge banking agents with tools that further aid in sales and support. From responding to initial product enquiries with live chat and bots, to onboarding potential customers with co-browsing – Banks and credit unions will be able to implement these technologies to assist customers throughout the entire journey and elevate the online experience.


How to power lead nurturing with automations

Automations help companies to implement lead nurturing strategies to connect effectively with customers in different stages of the lifecycle. Here’s how it works.

Personalising every interaction and conversation across the usually complicated sales cycle can be a daunting task for a business – and incredibly time consuming too.

Making sure you are sending relevant information to the right contacts, at the right time, can be a real challenge.

This is where automation can be massively helpful for sales and marketing teams; helping brands to streamline communications across various channels, to improve efficiency and drive sales. It stands to reason why marketing automation keeps growing at an astonishing rate, and the importance of lead nurturing is now as crucial as ever for businesses of all kinds and sizes.


What lead nurturing is all about


Lead nurturing, also known as drip marketing, is the process of developing relationships with buyers at every stage of the sales funnel and through every step of the customer journey.

Lead nurturing enables businesses to automate thoughtful communications, relevant to specific audiences – making it the most powerful element of a marketing automation system.

Research has found that companies that excel at lead nurturing generate 50% more sales-ready leads at 33% lower cost.

Automated workflows allow you to automate emails and SMS communications with ease to help you customise nurturing on a granular basis. This means your team doesn’t have to waste time repeatedly finding content for specific leads, remembering to send it out or manually chasing and following up.


Types of Campaigns


The different types of campaigns you can run with workflow automations can cover the length of the entire customer lifecycle – starting with initial awareness, through to loyalty and retention.

When automating communications to power the customer journey, think about creating campaigns with a specific goal in mind. Here’s a few of the most effective campaigns that brands and businesses run to nurture leads and move contacts through the funnel:


  • Campaigns to connect

As initial touch-point communications with your contacts, these campaigns provide great value and a starting point for building customer relationship.

A ‘welcome’ campaign is a typical example of automations to connect. Generally simple to automate, a welcome message serves as an opportunity to confirm to your leads they are on board with a specific product or service, and to remind them what they can expect from your company in order to spark interest.

Further campaigns to connect can help with top-of-mind brand awareness and prevent early-stage leads from falling off the radar. The content for this type of drip usually focuses on promoting value to the prospect, making use of interesting posts and information to keep them thinking about your brand.

These campaigns can also be planned for re-engaging leads that have shown no signs of activity for a while. Inactive leads can be targeted with new content to encourage them to re-enter the sales cycle and take action.


  • Campaigns to educate

As you connect with prospects and early-stage leads, your campaigns can help to trigger actions to identify more engaged leads that can be moved to a more product-focused path – then address them with campaigns dedicated to educating and nurturing.

The drips for educating prospects usually focus on highlighting product features and benefits to try and gain a competitive edge against other industry players. Customer testimonials, in-depth reviews and case studies can be powerful content at this stage.


  • Campaigns to close

Helping to drive sales to a close, these campaigns can be used for prospects in the middle of the funnel to reinforce why your product or service is the best choice.

One approach to consider for closing is to share promotions or special discounts that can help to create a sense of urgency and encourage purchase. This type of campaign can be useful for companies running trial schemes, to help prospects and hot leads to commit.


  • Campaigns to engage

Campaigns to engage are post-sale communications, essential for appropriate on-boarding and strengthening customer relationships right from the moment of purchase. Onboarding campaigns can involve useful resources such as training sessions, step-by-step user guides, FAQs.

Automating workflows to engage can be very effective to keep your customers informed about the product or service they acquired and how to make the most of it – keeping them engaged with your brand.

These workflows can also be automated to follow up on customer service queries and support tickets, providing an opportunity for feedback surveys.

At this stage, it’s also practical to segment customer lists to deploy drips designed to up-sell and/or cross-sell. For instance, these campaigns can be focused on the benefits of complementing a product with extra features or offer incentives for upgrading a plan.


  • Campaigns to retain

It’s very important not to neglect the final stages of the life cycle in order to keep your existing customers. These campaigns will be an essential part of your retention strategy; they can help to promote attachment to your brand and boost customer lifetime.

Campaigns designed to retain customers can involve loyalty schemes, customer referral programmes or other promotions to reward customers, as well as renewal campaigns.

Renewal drips are convenient reminders for your customers when it’s time for them to renew their subscription or contract.

A renewal campaign can be triggered weeks before the renewal date, followed by further automated reminders if no action takes place. This type of workflow is very effective for reducing the chances of customers missing renewals, while saving your service reps the hassle of a manual process.


Nurture leads on autopilot with Ibby


Automation workflows will help to align your marketing efforts and messages to ensure your leads receive relevant messages at the right time.

Ibby makes the process simple and smooth: you can create emails and text messages ahead of time and set them to launch automatically whenever a user completes a specific action.

One of the key factors in the process is choosing your contacts – also known as segmentation. Every contact in your database deserves a level of attention in order to circulate the sales funnel. So, the first step is to segment your contacts and determine who will get enrolled in your workflows, and when.

With Ibby, you can make the most of all the stored data from your contacts CRM to choose the right contacts and create targeted workflows with personalised content for different types of recipients.

When setting up your workflow, create a series of messages that can guide your contacts through your funnel and define your automatic triggers and actions. Your triggers will automate your communications and launch messages to contacts based on actions – these can range from visiting a webpage, opening or not opening your email, etc. Ibby also allows you to set waiting times for delayed or timed actions, and use decision branches for more intricate automations.

You can also automate tasks within your workflows, assign them to users and set auto-reminders to ensure your team stays on top of every action required to effectively follow up with contacts.




3 Ways for SaaS companies to reduce churn with live chat

Keeping churn rate to an absolute minimum is a priority for businesses in order to achieve and sustain growth. Here’s how a live chat platform can help!

Churn rate is the percentage rate at which customers stop using a company’s product or service. In many cases, the reasons that make customers decide to stop using your product or service are out of your hands. Like they say “it’s not you, it’s me”. But when it’s a matter of customers feeling let down by your service, that’s when you can – and definitely should – do something about it.

For companies that provide software as a service (SaaS), messaging has assumed a pivotal role, and live chat platforms can be a great resource for helping to reduce churn rate. Live chat can not only help at the top of the sales funnel with lead capture, but also help with nurturing and retention by keeping customers connected, building up your users’ loyalty from the moment they engage with you on your website.

Here’s 3 ways you SaaS companies can use a live chat platform to lessen customer churn:


1- Re-engage customers with auto messaging


One of the most common reasons driving customers to stop using a product is disengagement. While some customers can make a sudden decision to leave your service, what often happens is that they gradually disconnect.

User activity is a key indicator for future problems – customers who aren’t active with your product are most likely losing interest, and they are at risk of slipping away. It’s therefore important to keep an eye on activity, get feedback and keep communication alive.

Talking to your customers is key: it’s the most effective way to keep them interested and engaged. This is where messaging automations play a huge role.

Automation workflows can help you to set timed messages to be delivered to specific people, at the right time, to prevent leads from falling off the radar and customers from losing touch. It’s important to segment your audience and chose the right messages to deliver that can re-engage inactive customers.

When adding links on your emails and messages to your web pages, you can use live chat to prompt auto messages in a personalised way. Greet your customers with a tailored message and invite them to talk to you. Messages like “we missed you!” or “glad to see you back!” can go a long way in showing customers appreciation and help you to re-engage them.


2- Integrate live chat into Your SaaS App


You will have noticed the numerous websites featuring a little chat bubble stuck in the corner, ready for visitors to reach out if they have a question (yup, there’s one right here too!). But why are there not more chat widgets inside SaaS products?

It’s about time SaaS companies realise the true potential of instant messaging; take customer support to the next level and facilitate communication via live chat, right from their application products.

Integrating live chat in your app means your users can reach out to you at the very instant they encounter a problem, to potentially get instant help. Getting help in real-time is the way forward to provide great user experience and maximise customer support.

Enabling instant communication from the app allows SaaS companies to solve problems quicker, giving customers more reasons to stick around.


3- Keep track of customer satisfaction rates


A crucial step to reduce churn rate is keeping track of customer satisfaction rates and gather feedback regularly. Feedback is a great resource for gaging satisfaction and improving churn rate.

Customer surveys are incredibly valuable to collate the insights that you need; identify customers expressing disappointment and react to keep satisfaction rates on a high note.

Live chat platforms with help desk and customer service features usually include feedback surveys and reports based on satisfaction rates. Making the most of these tools can help you to keep customers happy and reduce churn rate.


The importance of investing to mitigate churn


Churn is directly related to burn rate, so when thinking about the impact of churn and how to mitigate it, businesses must put things on the balance and compare all costs.

The greater the churn, the more capital is required for the business to simply maintain revenue. SaaS companies must balance growth, churn and cash for working through maximum viable churn.

In general terms, SaaS startups can afford to invest significantly more in retaining customers to improve churn rates, because retaining existing customers is less expensive than finding new ones. Moreover, investing in customer success to grow existing accounts can be a more cost-effective way to reduce churn than increasing spend for new customer acquisition.

When considering how much it should be spent on managing churn, Tomasz Tunguz has evaluated  SaaS benchmarks and estimates that companies can spend up to 3 months’ worth of contribution per customer on churn management.

Though this can serve as a guideline for many subscription businesses, it will really be down to each company’s variable metrics.


Get your hands on the latest messaging tools to turn the churn around and retain more customers. Sign up with Ibby today, as one of our early adopters you’ll get started with a 3 month free trial!



Introducing Ibby: Messaging tools for marketing, sales & support

Empowering teams to boost sales & support

Last week we launched Ibby in beta, giving all our early subscribers the chance to try a brand-new messaging platform that empowers teams to better collaborate in real-time to engage with prospects, drive sales and scale customer support.

Ibby integrates modern messaging channels combining: live chat, email and SMS, within integrated sales & support modules, providing a workspace designed for team collaboration and business growth.


Why did we build Ibby?


With messaging increasingly dominating the future of business communications, we wanted to create a product that puts messaging at the centre of the sales process to enhance the entire customer journey. We decided this would have to start with live chat, but knew we had to go way beyond.

Although it’s been around for years, live chat has been changing the game for ecommerce more recently than ever – growing in popularity as the channel people prefer for customer contact. But businesses often fail to meet live chat demands. Consumers reaching out for help online are frequently met with a robotic experience, slow response or poor-quality service.

Consumers want to get information in a quick and accurate way, and getting help from a live person is regarded as one of the most important features a website can offer. As live chat continues to evolve as a channel to facilitate this, we asked ourselves; what can we do to help teams do live chat right?

We decided that live chat had to allow teams to work better together; as humans, and collectively. So, we created Ibby with a plethora of tools to make teamwork real-time and more effective, in order to boost conversion, sales and retention.

We found some key issues that are currently stopping live chat and real-time messaging from reaching its full potential and tackled every single one with a solution.


Problem Number 1:

Live chat is traditionally one-to-one, but it’s often not just one person who can solve a problem.


How often do customers have to wait in line to get an answer, or get in contact again to have a problem solved? Far too often. Reportedly, as much as 62% of customers have to contact a business multiple times to resolve an issue.

We flagged an important issue here: how challenging it is for teams to act quickly and effectively as a group when they need to. Teammates need each other’s help to respond accurately or to solve complicated questions, and disjointed channels to communicate with don’t make this an easy task.

Think of a case where marketing needs input from the sales team to answer a question, or customer service needs technical support to help with a case. Sounds familiar? We decided to break these barriers.

We designed our live chat to be not just one-to-one, but team(s)-to-one. With Ibby’s Private Chat, users can mention colleagues in conversations, so that several teammates can get involved when required and talk to visitors or customers as a team to provide a more effective, delightful service.

The private chat allows teammates to chat behind-the-scenes, exchange notes in real-time; in the same space, without the visitor finding out. With this functionality, teams can act quicker – no need no need to rely on email to get things done!


Problem Number 2

Customers want to engage at their convenience and businesses struggle to cater for them.


In a world with so many communication channels, and customers who are increasingly multi-tasking, the need for a solution that eases communication and engagement is becoming more and more important.

Fully aware of this, we designed our Conversations Inbox to support not just live chat, but also email, SMS, and (soon to be implemented) Facebook Messenger and other popular channels. Your customers will want to reach you the way they want, and it doesn’t have to be a problem anymore.

Ibby organises all conversations in one unified inbox for your team to manage communications easily and effectively.


Problem Number 3

Agents can’t always be there, and chat bots are not always a good solution.


When it comes to live chat, users want better human service. Until chat bots get as smart as humans, the preference will remain for consumers to talk to a person. For most companies, however, it’s not humanly possible to provide 24/7 support via live chat.

We thought of tools that were essential for businesses to capture and qualify leads effectively to close more sales, without relying on bots. This led us to the development of Ibby’s powerful automation workflows, to provide teams with the support they need.

We created Ibby with the capability to capture leads for you. In your workflow builder, you can set up Ibby bot to respond automatically to contacts when they start a conversation on live chat, asking your visitor to provide their name and email address. The system will save the contact for you, and you can automate tasks or emails for your team to follow up effectively.

You can also automate unique chat messages to greet visitors on your website. You can connect auto messages to web pages, or even combine them with emails; to nurture your leads and encourage real-time conversations in a personal way.

There’s much more you can do with Ibby’s automations. You can create workflows to support every part of your lifecycle and keep customer engagement on a high note: automate email and SMS, set timed messages to move prospects down the funnel and keep customers happy.


With a solution for each of these common problems, we can help businesses to really exploit the benefits of modern messaging, and make the most of a rich toolkit that can aid in conversion through to support, loyalty and retention.

So, go ahead, take Ibby for a spin. We are offering our early bird adopters a 3 month free trial, for a limited time only!

Getting stated is easy, and you won’t have to enter any credit card details.

Subscribe to our early bird list here.

See you on the other side!


Ibby beta is here! Check out the features

It’s an exciting day for us at Ibby, as today we are releasing our beta product. Take a look at what’s here!

Here’s an overview of the features that our valued early subscribers are getting to try free for 3 months!

Sales & Support Workspaces

Ibby is designed to integrate sales and support teams to work together in one environment. Users can switch between the modules right from the top, to find slightly different functionalities:

Sales workspace

If your live chat widget is connected to a sales workspace, live chat messages from your visitors will appear under the Conversations tab in the sales module.

In Contacts, you can select contact statuses and sources where your contacts come from, to keep your contacts organised. You can then create workflows for your sales module based on this data, to automate actions through your sales cycle.

Support workspace

If your live chat widget is connected to a support workspace, live chat messages from your visitors will appear under the Tickets tab in the support workspace.

You can assign tickets to users, and use filters to find what you need. You can also create workflows for your support workspace based on this data.

Live chat

The power of live chat for engaging with visitors and turning them into customers cannot be underestimated!

We have worked on a state-of-the-art messenger for teams to exploit the real benefits of live chat. It is a stylish widget equipped with automations, emojis, file upload, chat history and options for customisation.

Several users are able to participate in conversations to chat with visitors and customers as a team, rather than just 1-2-1. This is a great feature for teams, to solve queries quickly and delight customers with the level of service!

Auto messages in live chat can be triggered with Ibby’s automation workflows, and there’s a handy lead capture form that can also be automated to ask for your visitor’s email address while you’re offline.

The Ibby chat widget can be easily added to your website by simply copy-pasting the code snippet, which can be found in the user’s account settings. If you’re adding the widget to a WordPress site, check out this video.

Widget customisation

The widget can be customised to match your website and express your brand’s tone of voice. Here’s what you can do within settings to customise your chat:

New visitor welcome message 1 – this is the message that will appear on the main screen of your widget for new visitors.
New visitor welcome message 2 – the text following the prior message
Returning visitor message – this message will appear on the top of the widget screen for returning contacts who had previous conversations with you.
Primary colour – select a colour for the widget to match your website

Private chat

Users are able to use the private chat window to exchange comments behind the scenes while chatting to visitors and customers. This handy feature can help teammates to discuss and collaborate in real-time to solve questions quicker, without visitors finding out.

To use private notes, click on ‘private chat’ on the top left of conversations, and type @ to find and mention other users you want to talk to.


The Ibby dashboard contains handy visualisations with number of website visitors, contacts added and number of assigned/unassigned conversations.

You can alter the size of each graph and position to suit your needs!


Contacts will be your go-to place with all of your customer data. In here, you can add contacts, edit details, set contact statuses and lead sources to keep your contacts organised. Switch between table and board view for convenience.


The Ibby conversations inbox is designed for teams to work better together. Users will be able to manage messages from live chat, email and SMS – all from one place.

We will soon be adding Facebook Messenger functionality, so that these messages can also be managed within Conversations.


With Ibby’s task system you can create tasks for you and your team; assign tasks to users, set due dates and set up reminders. Mark tasks as complete to stay on top of your workload.

The creation of tasks can also be automated, using Ibby’s workflows. You can trigger tasks to be generated following specific events, such as a contact status change, an email getting open by customers, conversation started by contacts, and more.

Automation workflows

Ibby’s powerful workflows allow teams to automate messages, tasks, and CRM actions based on a number of events – a.k.a. triggers.

The friendly UI of Ibby’s workflows will make it easy for you to select triggers, set actions to follow, insert waiting times when appropriate, and decision branches to create action paths with ease.

Users can select from triggers such as contact status change, conversation started (via SMS, email, live chat), web page visited (specific URL) and more. Actions that can be automated go beyond messaging: you can automate tasks, contact status changes or lead scores.

There’s really countless things to do with Ibby’s automations!


Tickets are similar to conversations, but they’re found within your support module.

Your customers will be able to open tickets in your support module by messaging you via live chat, or emailing you to an allocated Ibby email address. When you connect live chat on your website to your support module, you will allow visitors to open tickets by messaging you right from your website.

You can select from a list of statuses for tickets to keep them organised, and assign to teammates to ensure follow up of every customer query.

More features to come!

We’re super thrilled to get all our early subscribers to test Ibby in beta stage, and discover new exciting features to come in the next weeks.

If you’re not on our beta list and want to take Ibby for a spin, talk to us! We’ll be happy to set you up for a free trial. Just message us via the widget on this page, or email us at support@getibby.com

We’re looking forward to having you onboard and receiving your feedback. Get ready to start converting visitors and delighting customers!


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