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The customer help journey can be significantly improved by providing personalised phone support. This adds a human touch to the process, which in turn develops trust and contentment among the consumer. The integration of this service, on the other hand, might be difficult and expensive because it requires you to find and keep skilled persons for your support team. It is common practice for large organizations to choose to outsource this role, which ultimately results in customers having experiences that are below average.
On the other hand, small firms typically perform exceptionally well when it comes to offering phone assistance; yet, managing consistently high standards can provide its own unique set of challenges. Utilising a WordPress live chat plugin is an efficient method that can be utilised to cater to a wide range of consumers while simultaneously decreasing reliance on interactions that take place over the phone.
By incorporating this function into your website in a smooth manner, you will be able to provide your customers with online conversations that are both effective and easy. It is possible for the adoption of such a tool to have extraordinary results; for example, Drift reported a stunning boost of 200% in the number of incoming leads simply by introducing live chat capabilities on their platform. Not only does this technique simplify communication, but it also improves client involvement and satisfaction, which eventually leads to the growth and success of the organization.
What is WordPress live chat?
You can use WordPress live chat on your site, just like you would use instant messaging. Customers can talk to your customer service reps, salespeople, and any other team that deals with customers in real time. Live chat in WordPress is often built to work with other important tools, like CRMs, knowledge bases, robots, automation platforms, and more, but it doesn’t have to be. You can add live chat plugins to WordPress by hand using code or by using a pre-built plugin that is generally easy enough for people who aren’t developers to set up.
Best WordPress Live Chat Plugin Comparison Table
Customers want your brand to be easy to use, quick, and personalised. All three can be gotten from a good live chat plugin for WordPress when it’s linked with your current systems and processes. But there are so many WordPress chat apps that it can be hard to know where to start. That’s why we’ll talk about what WordPress chat tools are, how and why to use them, and how to test them so that you can start putting one in place.
| Feature | Olark | Tidio | Zendesk | Livechat | Formilla |
|---|---|---|---|---|---|
| Focus | Live chat | Live chat + chatbot | Omnichannel customer service | Live chat + customer support | Live chat + chatbot |
| Free plan limitations | 20 chats/month, 1 operator | 1 operator, limited chat history | 1 agent, limited chat history | 1 operator, limited chat history | 1 operator, limited chat history |
| Ease of use | Easy | Very easy | Easy to moderate, complex for advanced features | Easy | Easy |
| Chatbot | Basic chatbot included | Advanced chatbot builder | Available in some paid plans | Available in some paid plans | Available in some paid plans |
| Email integration | Yes | Yes | Yes | Yes | Yes |
| CRM integrations | Limited | Many popular integrations | Many popular integrations | Many popular integrations | Many popular integrations |
| Reporting & analytics | Basic reports | Basic reports (paid plans offer more) | Comprehensive reports | Basic reports (paid plans offer more) | Basic reports (paid plans offer more) |
| Security | SSL encryption, HIPAA compliance available | SSL encryption, GDPR compliance | PCI DSS, HIPAA, GDPR compliance | SSL encryption, GDPR compliance | SSL encryption |
Best WordPress Live Chat Plugin
A chat plugin for WordPress is a great way to talk to people on your website. Live chats are great for solving questions before a sale and giving real-time help. Customers feel more confident because they can get replies quickly. You can choose from a lot of different WordPress plugins, including chat tools. We’ll look at the ten best chat apps for WordPress to help you pick the right one for your needs.
Olark
| Feature | Description |
|---|---|
| Live Chat | Real-time communication with website visitors |
| Visitor Tracking | Monitor visitor behavior and engagement |
| Customization | Tailor chat widgets and messages to match brand |
| Integration | Seamless integration with various CRM and helpdesk |
| Reporting | Analyze chat performance and customer satisfaction |
| Visit Website |
Olark stands out as an experienced live chat platform with an approach that is both approachable and pleasantly straightforward. Its clean interface makes conversations easier and offers useful tools like pre-written answers and seamless file sharing, which helps agents and customers talk to each other more effectively. It might not be as powerful as robots or other more advanced features, but Olark’s focus on the basics makes it a solid base for connecting with clients.
The Good
- User-friendly interface
- Extensive customization options
- Integration with popular platforms
The Bad
- Limited features in basic plans
- Reporting could be more detailed
Tidio
| Feature | Description |
|---|---|
| Chat Widget | Engage visitors with customizable chat widgets |
| Email Marketing | Create and send targeted email campaigns |
| Automation | Set up automated responses based on visitor actions |
| Integration | Connect with CRM, eCommerce, and other tools |
| Mobile App | Manage chats on the go with mobile app |
Tidio is becoming more and more popular because it offers a free plan that includes live chat as well as a variety of tools like robots and email marketing. Its easy-to-use chatbot maker lets businesses automatically answer common questions, and its email marketing feature keeps leads interested. This all-in-one package is great for people who want a complete answer that won’t break the bank.
The Good
- Easy setup and integration
- Versatile features including email marketing
- Mobile app for on-the-go management
The Bad
- Some advanced features may require higher-tier plans
- Limited customization options compared to other platforms
Zendesk
| Feature | Description |
|---|---|
| Ticketing System | Efficiently manage customer support tickets |
| Knowledge Base | Create and maintain a comprehensive knowledge base |
| Live Chat | Provide real-time support with live chat feature |
| Analytics | Track support team performance and customer trends |
| Collaboration | Collaborate internally to resolve issues efficiently |
When it comes to Zendesk, you can’t ignore the fact that it’s known as a giant in customer service software. It has a powerful live chat feature and a full set of support tools, such as tickets and knowledge management. Because it was made to be scalable,
Zendesk really shines when it comes to meeting the needs of bigger businesses with complicated needs. But the price of it shows how many features it has, which some businesses may want to think about.
The Good
- Robust ticketing system
- Comprehensive knowledge base functionality
- Extensive integration options
The Bad
- Steeper learning curve for beginners
- Higher pricing for advanced features
LiveChat
| Feature | Description |
|---|---|
| Real-time chat | Instant messaging between users and support agents |
| Customization | Tailor chat widget to match brand’s aesthetics |
| Chat transcripts | Record of past conversations for reference |
| Canned responses | Pre-defined messages for common queries |
| File sharing | Exchange files, documents, and screenshots |
LiveChat is a cutting-edge live chat platform that completely transforms the way in which they communicate with customers. A comprehensive solution that is specifically designed for organizations like yours is provided by LiveChat.
This solution includes advanced features such as chatbots and proactive chat. In order to guarantee the highest possible levels of productivity and engagement, LiveChat makes use of automation and integrates itself seamlessly with widely used platforms.
The Good
- Real-time communication
- Customizable chat widget
- Comprehensive chat transcripts
The Bad
- Limited automation features
- Steeper learning curve for advanced customization
Formilla
| Feature | Description |
|---|---|
| Live Chat | Engage website visitors in real-time conversations |
| Email Marketing | Capture leads and send targeted email campaigns |
| Customization | Customize chat widgets and messages to match brand |
| Integration | Integrate with CRM, eCommerce, and email platforms |
| Reports | Track chat performance and customer interactions |
Among the competitors, Formilla stands out as a wallet-friendly option because it provides crucial live chat capabilities at a pricing point that is affordable. By providing tools such as visitor tracking and pre-written responses, it is able to effectively cater to fundamental client interactions.
Therefore, it is possible that it is not the most suitable option for larger businesses or those that have complex requirements that call for more extensive functions.
The Good
- Comprehensive features including email marketing
- Easy setup and integration
- Customizable chat widgets
The Bad
- Pricing may not be suitable for small businesses
- Limited advanced features compared to competitors
Key Features to Look for in a WordPress Live Chat Plugin
When selecting a WordPress live chat plugin for your website, consider the following key features to ensure it meets your needs effectively:
- Ease of Installation and Use: Choose a plugin that is easy to install and configure on your WordPress website, with a user-friendly interface for both administrators and agents. The setup process should be intuitive, and the plugin should seamlessly integrate with your WordPress dashboard.
- Real-Time Chat: Look for a plugin that enables real-time chat between website visitors and agents, allowing for instant communication and support. Visitors should be able to initiate chats easily, and agents should receive notifications for incoming messages.
- Customization Options: Ensure that the plugin offers customization options to match your website’s branding and design. This includes the ability to customize the chat widget’s appearance, colors, fonts, and position on the website to maintain a consistent user experience.
- Mobile Responsiveness: Choose a plugin that is mobile-responsive and compatible with various devices and screen sizes. This ensures that visitors can initiate and engage in chats from smartphones and tablets, providing a seamless experience across different platforms.
- Chat Routing and Transfer: Look for features that allow you to route chats to the appropriate agents based on criteria such as department, skill level, or availability. The plugin should also support chat transfer between agents to ensure that inquiries are handled promptly and efficiently.
- Canned Responses and Shortcuts: Consider a plugin that includes canned responses or shortcuts to help agents respond quickly to common inquiries. This saves time and improves efficiency, especially during busy periods or when handling repetitive queries.
- File Sharing and Multimedia Support: Ensure that the plugin supports file sharing and multimedia content, allowing agents to send documents, images, videos, or links to visitors during chat sessions. This enhances communication and provides additional context or resources as needed.
- Visitor Tracking and Analytics: Look for features that provide insights into visitor behavior, such as chat history, browsing activity, referral sources, and geographic location. Analytics tools can help you understand visitor preferences, identify trends, and optimize your live chat strategy.
Questions and Answers
The live chat feature of WordPress and instant messaging are two features that are comparable to one another for your WordPress website. Your customer service agents, salespeople, and any other teams who contact directly with customers will have the opportunity to engage in real-time conversation with anyone who visit your website after this feature is implemented.
Wise Chat is a popular chat app that helps people connect with each other on social networks. This makes people more interested in your website. The plugin lets people send notes in chat rooms in real time. It’s easy to set up and use the chat. Every single one of its features can be changed in a lot of ways.