Live chat and chatbots are tools for communicating with a visitor in real time. When a customer asks a question and gets an immediate answer, conversion rises noticeably. Studies show customers who get a chat answer buy 2-3x more often.
Live chat vs Chatbot
Live chat โ a real operator answers. High quality but needs an operator. Chatbot โ automatic (rules or AI). Works 24/7. Best of all โ both: the bot for simple questions, the operator for complex ones.
Ready-made services
Tawk.to (free), Intercom ($74/mo), Crisp, Chatra, Jivo (popular in RU/UZ).
AI chatbot (2026 trend)
Bots based on ChatGPT, Claude. They learn your site's data and answer naturally. Intercom Fin, Tidio AI, or custom via the OpenAI/Anthropic API + your knowledge base (RAG).
Telegram integration
Telegram is very popular in Uzbekistan. Linking site chat to a Telegram bot: the customer writes on Telegram, you reply there. Sayt.uz uses exactly this approach.
Where to place it?
Bottom-right corner โ the standard. On mobile, don't cover the screen. Appear after 3-5 seconds.
For conversion
1) Proactive "Need help?". 2) Page-specific. 3) The bot collects leads. 4) After hours โ "Leave a message".
Speed impact
A chat widget is extra JS load. Use lazy load.
Privacy
Collected data is personal. Mention it in cookie consent and the policy.
Measurement
Number of chats, average response time, conversion to leads, satisfaction.
Sayt.uz practice
Sayt.uz connects with customers via a Telegram bot. Simple questions get automatic answers; complex ones go to an operator.