Imagine having a large number of website visitors who are in a hurry to get in touch with you.
All you offer on your freshly started WordPress website is email support and a call center number. Your email is already crowded, and there is a large number of people waiting for your operators to attend to them.
This scenario is something that you should avoid if you want your customers to stay loyal to your business.
Instead, you should try hard to provide them with an efficient support system that encourages them to connect with you and lets them reach out to you immediately. And, that’s where you can add a live chat to your WordPress website. Adding a WordPress live chat plugin can be a great help.
But not all live chat plugins guarantee a sleek live chat conversation. In this article, we’re showing you what your WordPress live chat plugin should consist of to help out your agents provide an impeccable customer experience.
So, How to Effortlessly Communicate With Customers Using Live Chat for WordPress?
Apart from having agents capable of addressing your customers’ concerns in a pleasant, friendly, and engaging way, you should also have reliable software equipment and make sure to use it in the best possible way.
Read on and find out more about the key aspects of an efficient WordPress customer service chat that builds up the effortless communication.
Use a Well-Developed WordPress Live Chat Plugin
Did you know that 87% of businesses decided to offer live chat support to stay in touch with customers in real time? Apparently, with the expansion of live chat support, the number of WordPress live chat plugins has continuously been increasing. However, to make sure to pick the right plugin, you should check them for several important features that can significantly improve your communication.
- Canned responses
This feature lets the agents save and re-send generic messages that are sent frequently. It saves time, making communication much faster and efficient. And this is an incredibly important feature since about 66% of adults consider that good customer experience is provided by companies that value their time.
- Messaging after business hours
If you don’t have enough agents to provide 24/7 help, we recommend you to use WordPress live chat plugin that lets your customers leave you a message even when you’re not available. This way, you’ll reduce the number of unresolved requests.
- Visitor tracking feature
The best WordPress customer service chat apps come with the possibility of tracking your visitors’ behavior on your website. This feature is important since it lets you analyze their activities and reach out to them if they seem to be stuck at a certain page or purchase step.
- Multiple agent support system
Being able to transfer certain chat session from one agent to another, not only do you speed up the communication, but you also make the process less complicated for your customers. Customers don’t have to repeat their requests while other agents can have an immediate direct insight into the initial chat session.
- Mobile version
According to Microsoft, 33% of customers tend to start a chat support session using their mobile devices. So, having in mind that WordPress platform lets you design a mobile version of your website, it would be highly convenient if your live chat for WordPress could do the same. This way, you could reach out to your customers and resolve their requests, even when you’re not in the office.
Combine Live Chat for WordPress With Other Relevant Tools and Plugins
What can make your interaction with customers even more effortless is a live chat for WordPress that supports integrations with other types of tools? And if you want to get the most out of your WordPress customer service chat, you should check if it supports essential integrations.
- Live Chat Integration with Google Analytics
If you choose a WordPress live chat plugin that doesn’t offer the possibility of integration with Google Analytics, you’ll be missing out on useful reports and statistics.
You can use Google Analytics data to track and evaluate the performance of your support system. This way, you’ll be able to conclude if your support needs additional improvements and how effective your current system is.
- Live Chat Integration with Knowledge Base
Do you already have a knowledge base that’s available to your customers? No matter whether it’s in the form of a FAQ section on your website or a fully-developed platform, it could save you a lot of time to have it connected with your WordPress live chat plugin.
On the one hand, you can use the knowledge base to quickly share relevant information with your customers once they ask for it. On the other hand, you can also feature it as a way of self-help, in case you are not available or they have to wait for an answer.
Live Chat for WordPress: The Keys to Effortless Live Chat Conversations
As you can see, some tricks let you provide both customers and agents with a more pleasant, efficient, and less frustrating live chat sessions. What you should do is pay attention to the quality of outsourced live chat software that you choose to use. And by this, we primarily refer to the features it offers.
If you want a reliable tool that will let you simplify and speed up conversations, you should look for those that include:
- canned responses feature
- a ticket system for requests submitted after working hours
- visitor tracking and monitoring feature
- the possibility of chat session transfer among agents
- mobile responsiveness feature that lets you provide support on-the-go
Finally, you should also check the integration potential of the chosen live chat plugin for WordPress. While different software solutions may come with a diversity of possibilities, some of them are not integration-friendly.
What matters the most is the possibility of upgrading live chat with an analytics tool as well as with a knowledge base. These integrations won’t only speed up the chat sessions, but they’ll also reduce customers and agents’ frustrations and misunderstandings. In other words, they’ll let you communicate both efficiently and effortlessly, letting you establish a meaningful connection with customers.
