Today’s customer expects everything to be available immediately or else they lose interest. Some of the qualities that contribute to outstanding customer service are prompt response, immediate solutions, and individually tailored assistance. With peoples’ attention spans rapidly declining, your company needs to step up its customer service. Customers want extensive service 24 hours a day, seven days a week, and Live Chat can help you provide it. Before we go ahead and explore the best chat plugin for WooCommerce, let us take a deeper look at its functionality and benefits.
FAQs, blogs, tutorials, forums, help desk services, live chat, and product documentation are all types of online customer support. People prefer chatting over speaking on the phone or waiting for hours for a reply to an email. As a result, businesses are now including live chat as well as other forms of contact on their website. A live chat plugin is a useful tool for businesses. Customer loyalty and overall performance are strongly intertwined. Customers that are actively involved in your brand have a special connection with it. As a result, they are more likely to stay loyal to your brand and make more purchases.
Given the variety of business options that are available to prospective and existing customers, maintaining long-term relationships becomes challenging. Customer fulfillment and retention is the primary objective of the company. If your company is committed to providing an excellent customer experience, it must prioritize client interaction. Your business will undoubtedly benefit from this. When it comes to client engagement, live chat allows for continuous customer involvement 24 hours a day, seven days a week.
What exactly is live chat?
A live chat plugin enables your brand to chat with potential and existing customers on your website in real-time. Recall how many times you’ve visited a website and seen a chat box appear in the bottom right corner, greeting you. This is due to the presence of a live chat plugin. Customers can simply write messages into the live chat window, which are then responded to by customer support professionals from your company. This helpful tool can help you with everything from first-time visitor interaction to regular customer interaction to service and support regarding your business.
Why do you need a live chat plugin for WordPress?
Numerous capabilities, such as unlimited live chat support agents, customization options, the ability to communicate with your website visitors, chat history, and so much more, are supported by the live chat plugins. Another key factor to remember is that you can gain immediate feedback from your customers and use your live chat feature as a sales funnel. Your chat communications will be more efficient and contribute directly to the revenue and profits. You can increase profitability and promptly address customer complaints with a good live chat plugin.
Let’s go over the key advantages of using a live chat plugin for WordPress:
- It provides customers with an easy way to contact you.
- Makes it easier to offer customer support round the clock.
- It has the potential to capture website visitor information in real time and boost customer acquisition.
- It assists you in gathering feedback from customers instantly.
- You can provide live chat assistance during the checkout and by doing so, prevent cart abandonment out of confusion.
- Prevents waste of time, money, and resources in your day-to-day operations.
The Best Chat Plugin for WooCommerce
A live chat plugin is more than just a small chatbox on your website. Although your site visitors will only witness a streamlined chat conversation, getting live chat fully operational on your website will require some work on the back end. Embedding the chat widget on your website, configuring the chatbox to your preferences, and, if necessary, setting up auto-reply messages and triggers are all part of this process. But before all of this, you will have to download and install the live chat plugin on your website. Although there are many live chat plugins available in the WooCommerce market, WSChat, the ELEX WordPress live chat plugin is the one we recommend.
It’s a simple, convenient, artificial intelligence-based automated conversational response system that makes it simple to communicate with customers and transform their complaints into tickets that can be tracked.
In this day and age of lightning-fast communication, it’s critical to respond quickly to customer questions and to be available to them whenever they require assistance. WSChat makes it simple to communicate directly with Google’s Dialogflow, enabling you to configure and trigger automated responses to people’s concerns. Other than simple chats, you can record and share videos from the chat widget, transfer files, send the complete conversation data history to a user’s email ID, and obtain instant feedback on the support experience from customers.
The plugin enables you to monitor visitors who are currently browsing your website and proactively start a chat with them to help them understand the products or services you provide. You can respond to consumer inquiries in real-time and take feedback from the conversation. WSDesk – WordPress Helpdesk & Customer Support Ticket System Plugin also integrates very well with WSChat enabling your support team to convert complex issues into helpdesk tickets that can be managed and tracked by the respective teams. WSChat is hosted on your own website servers without calling any external APIs making the process seamless. You have absolute control over your data, unlike most of the other SaaS-based live chat plugins, because it is all hosted on your own server.
Primary Features
Here are some of the primary features of the plugin:
Customizable live chat widget: The plugin enables you to create a live chat widget on your website and customize the headers and colors according to your needs. You can set up the plugin and start chatting with website visitors in minutes.
Real-time monitoring of visitors: Your support agents can view the activity of website visitors and monitor their behavior in real-time. If they notice that a customer is spending a long time on a product page they can initiate a conversation to clarify any possible doubts. Likewise, if the customer is spending way too much time on the checkout page without completing the purchase, support agents can start a conversation to save the cart from being abandoned. This brings us to the next point, proactive conversations.
Proactive conversations: The majority of live chat plugins do not allow the conversation to be initiated by the support agent unless a customer initiates it from his or her side. WSChat allows agents to initiate a chat with a visitor without waiting for any conditions or triggers to occur.
Unlimited support agents: Another key feature of the plugin is that you can add unlimited support agent accounts at no additional cost.
Unlimited conversation history: All of your chats with customers are saved forever in case some conversation needs prolonged assistance. The plugin also enables you to send the entire chat history to a given email ID. As mentioned above, WSChat works seamlessly with WSDesk, which is the ELEX helpdesk plugin, enabling you to convert chat conversations into trackable tickets.
Using Google’s Dialogflow, integrate a chatbot with AI for automated replies: There might be times when your support agents are not available to reply to chats in real-time. Especially if your customers’ working hours differ from yours. WSChat’s integration with Google Dialogflow enables you to configure and send automated canned responses based on triggers.
Agent alert notifications: When a new chat arrives, you may easily notify support agents.
File attachments: Suppose your customers want to send you a screenshot or a screen recording to explain their issue, they can easily do so directly from the live chat widget.
Retrieve and save customer information and order information automatically: You can check customer information such as name, phone number, email, location, last time they visited the website, the currently active page, as well as past order history. This allows your agents to be completely informed while speaking with a consumer.
Data protection: As we mentioned above, the plugin is hosted on your website’s server. There are no external API calls or third-party integrations. Your customer information is always protected.
Increase sales by product recommendations: WSChat enables you to send product recommendations based on your customers’ requirements. Customers are far more likely to make a purchase when they receive personalized advice from a real human being on the other end of the conversation rather than a robotic chat, which can have a significant impact on your sales numbers.
Instant feedback from customers: Customers can rate their customer support conversation experience using the WSChat chat header. This provides you with immediate feedback on whether or not the live chat option is advantageous to your business.
Detailed performance reports: The plugin generates a detailed graph-based performance report based on customer feedback and the response time of each support agent. It displays the user ratings, quality scores, and the number of tickets answered by each support agent during a specified time period.
Pre-chat forms: You can use pre-chat forms to communicate with users while you are offline and to gather information about unregistered users. You can respond to these messages by email. You may also display the support agents’ online or offline status. There are three fields by default: name, email address, and phone number. You can add custom fields and mark them as mandatory fields that must be filled out by the customer. This saves a significant amount of time in the chat process because the basic information is already available to the chat agent, allowing them to act on the problem right away with no further delays.
Wrapping Up
You now understand how WordPress live chat plugins can help your company engage with customers using conversational marketing. It is really simple to integrate this plugin into your website. WSChat, the ELEX live chat plugin, effectively matches your company requirements. To communicate with your customers, install this plugin on your WordPress site right away. You may also try out its features by installing the free version of the WSChat plugin before purchasing the premium version. Please leave a comment below if you have any questions about live chat plugins or WSChat.
