Most customers like some form of assistance while making a purchase. They may have niggling doubts even after reading the detailed product description, reviews and FAQs. Would it not be nice to have someone from the store help you with your purchase ? Someone to whom you can keep getting back to until you are sure of your purchase ?
This is where Live Chat plugins can give you a leg up. These plugins step in smartly to do the job of sales assistant or a customer support person. They can answer all customer queries and be available 24 x 7 x 365. Your store is no longer a faceless URL, but is immediately transformed to a salesman or store owner who can hold a conversation with visitors and convert them into valuable customers.
Phone calls and emails can also do the job, but a live chat system has some advantages:
- It doubles as a Feedback and contact system. The feedback can help you in tweaking your marketing strategy.
- Visitors get instant and real-time support, they do not have to wait for a reply.
- Keeping a customer engaged and in touch is likely to turn them into loyal customers.
- It can cut down on the number of abandoned carts.
- The chat records can be used as a ready base for future campaigns.
- It can grow into a forum or chat support system.
- If tickets are issued, the response is easier, as it is trackable and will not be lost sight of until resolved.
- It can improve SEO ranking, as visitors will stay longer on your website.
- It converts into an automated email system when you are offline helping you generate valuable leads.
There are a good many live chat plugins, from the very simple and free ones, to comprehensive premium plugins. I am listing a few of the good ones here.
Zopim Live Chat
Zopim Live Chat is a popular plugin that interacts with your customers in real time and helps them in making a purchase. You need to create an account with Zopim and link this account with the plugin. Once this done, a message box opens at the right bottom corner of your screen. Visitors can begin talking to you straightaway, and if you are not online, an email can be sent. It works well with all the major browsers and is compatible with UserVoice, Salesforce, Zendesk, vTiger and many other plugins.
The widget is simple and can be customized to be in sync with your brand. It is optimized for mobiles and is available in 40 languages. The free version allows only one concurrent chat at a time and a chat history of 14 days is maintained. Many customization options are disabled in the free version. Only one member from your team can access the dashboard at a time in the free version.
The premium packages for the plugin offer a good number of features. Many team members can access the dashboard with their individual accounts and even transfer chats among themselves. From the dashboard, you can manage a number of conversations at the same time and monitor visitors.
Proactive chatting enables you to give pre-defined responses. Triggers can be set, so every visitor is reached automatically. From the dashboard, you can monitor all traffic and initiate a chat whenever you feel a visitor needs assistance. You can do a number of things on the dashboard – adjust the settings, effect updates, setup shortcuts or ban some visitors. The premium packages ranges between $11.20 to $44.
WordPress Live Chat Plugin
WordPress Live Chat Plugin is an open source premium plugin that you can install on any number of websites after purchase. You can create your own operators, customize the chat box and maintain chat logs. If you wish, more than one agent can respond to a user.
When operators are offline, visitors can fill in a contact form. Email notifications are received when all agents are offline. While the plugin can be installed on nay number of websites, you will have to pay for premium service for each website. You can purchase the plugin for $18 on CodeCanyon.
WP Live Chat Support
To be able to keep multiple chats going simultaneously with your customers, try WP Live Chat Support. Both user and visitor will find it easy to use the interface. All the fields in this box can be edited and the box itself can be dragged all over the screen and placed where you want. When live chat is switched off, the offline messages can be stored.
You can choose from 6 pre-defined chat box themes and fully customize the chat experience so that it fits into the look and feel of your website. There are no advertising or Powered By links in the chat box. A quick response box can be inserted. Visitors can remain anonymous, if the name and email requirement at the time of chat initiation is disabled. Or you can limit access only to registered users. Animations can be applied to the chat window and chat records can be maintained. If you have found an IP address to be of nuisance value, you can ban it.
A live chat box can be made to pop out on the screen. A sound alert when a new chat commences can be enabled or disabled. The plugin is compatible with all caching plugins and translation plugins.
There are many paid extensions that come with this plugin that you can choose if you want to add functionality – Initiate Chat Extension, Multiple Agent Extension, Mobile and Desktop App, Cloud Server Extension, Chat Encryption Extension – and you can add them as required.
Chat X is a premium open source WordPress plugins that make is easy to chat with your visitors at any time of the day or night. This handy plugin supports up to 100 users chatting simultaneously (with up to 10 operators assisting up to 9 visitors each). This lightweight and functional plugin will make helping your readers or potential customers easy. Here’s a quick look at the front end.
Chat X has built-in support for visitor country flags so if you provide support in multiple languages your operators can quickly determine which dialect to assist in. Plus there are plenty of customization options to help you create a chat box that matches the rest of your site.
You will need to create a free Firebase account to use this particular chat plugin. And, although there currently isn’t a mobile app to provide chat support it’s easy enough to log into your WordPress dashboard and start helping customers from any device.
Awesome Support is a solid WordPress based help desk. It is designed to be totally compatible with all WordPress themes, both free and premium. All features get turned on when the plugin is installed and activated, so you can open Help Desk and set up customer support in no time at all.
Visitors can open tickets for their complaints in the frontend and this can be tracked by the Customer service team from the backend. Old tickets can be identified with tags. Customers can be requested to accept Terms and Conditions before they open a ticket.
Emails are sent promptly to the right persons so they can act on it. The chat between the customer and your team person will remain private. You can add fields to the chat box and support as many products as you want.
If you want to add extensions to your chat facility, Awesome Support offers extensions for WooCommerce integration, canned responses, email piping (replying via email) and more. These extensions are both free and premium. Both big commercial organizations and small businesses can use this plugin to advantage.
WP Support Plus Responsive Ticket System
WP Support Plus Responsive Ticket System works well for a company, real estate or service desk system, an appointment recruitment system, technical support system and other similar support areas. It can handle the ticket management of large organizations effectively.
Opening a ticket can be done at the front end, through admin or even on behalf of a user. You can restrict ticket submission at frontend to a specific kind of user, and this will be useful for WooCommerce powered sites. Tickets can be categorized, prioritized, assigned a status and even deleted. Guests can submit tickets, even via Facebook. Google No CAPTCHA, reCAPTCHA for guest forms can be enabled.
An email confirmation is sent for each ticket, both to admin as well as to the visitor who raises a ticket. Email piping is an option, depending on host compatibility. Skype features are incorporated and you can call or chat through Skype as well. Files can be attached to tickets, replies and mails.
Tickets can be assigned to agents (team members) and agent wise statistics can be maintained, so you know how your team members are performing. A Supervisory role can also be assigned to any one agent for management of the ticketing.
A responsive support button can be added anywhere, and custom fields can also be added. AJAX based filters are employed, so sifting through the tickets and response time is fast. FAQ and canned reply functionalities can help to reduce the number of tickets that are raised or the number of tickets requiring custom replies.
Multi user ticket submission, status check on tickets, responsive layout, agent categorization and file attachments give this plugin an edge. While the plugin is free, some of the features are available only in the premium version. You will find that to make really full use of all the features, you will have to upgrade to the premium plugin. The purchase price starts at $39.99
WP Flat Visual Chat
If you want a simple chat plugin with a flat material design that you can install and start using right away then WP Flat Visual Chat is a great option. This lovely plugin comes with color customization options and an easy to use interface that integration seamlessly with your WordPress installation.
This simple plugin allows you to provide real time, live ajax chat support to your site visitors. Operators are able to view which page a reader is on and they can initiate the chat offering help. WP Flat Visual Chat also support options for canned responses, message sound notifications, chat logging, customer IP identification and the option to transfer a chat to another operator.
Casengo Live Chat Support
Casengo Live Chat Support is a well designed, easy to use, feature rich live chat support plugin. You have to sign up for an account with Casengo and you can set up your chat window on your website within minutes. You can respond to visitors via live chat or email. The chat boxes can be customized.
The plugin streamlines all incoming chat messages from WhatsApp, live chat or email into one inbox, so you never lose track of a single message. The whole team has a clear overview of the chat traffic and coordination is ensured. The entire chat history with customers is maintained, so your team members can respond better.
A knowledge base is handy which team members can look up for replying to customers.Team members can also forward the query to anyone outside their chat group or can seek the help of others in the group.
As the plugin can work just fine on hand held devices, you can be on top of any customer query all the time. Combined with Facebook and Twitter integration, chatting on the move is possible. Multiple mail boxes and multiple brands can be managed from the same website.
With the free account, the number of users, chats and conversations is limited. There are 3 paid plans – Basic, Premium and Enterprise – and the entire set of features are available only in the Enterprise Plan. The other plans and the free version have reduced number of features. The Plans range between 9 pounds and 44 pounds.
Tidio Live Chat
Tidio Live Chat is designed for WordPress and integrates with it real fast. It is free for 7 days and you do not have to login or register to use it. After the 7 day period, you can choose to go pro or downgrade to the free version. With a star rating of 4.9, it is a popular plugin that you can use to add live chat to your website.
Downright easy to install, you can track your visitors and contact anyone who peeks at your website. The chat box appears immediately on installation and you see a list of visitors who are currently on your website. You can reach out to anyone you pick.
It comes in three designs and you can choose the colors that you want it to display. Visitors can contact you by email, if you are offline. Major email service providers are integrated with this plugin.
An integrated widget also supports 140 languages, so you can chat with you customers in as many languages. The paid pro version will cost $12 per month per operator and the premium package will cost $24 per month per operator.
Uber Chat – Ultimate Live Chat Plugin
If you’re in the market for a chat plugin with lots of options look no further than Uber Chat. Marketed as the “ultimate live chat WordPress plugin” it certainly doesn’t disappoint.
Packed with features including WordPress and Windows client support, enquiry form fallback, multiple operator support, audio notification settings & customizations, full discussion and submissions history, chat state continuity across your entire site, preloaded color schemes and more.
Uber Chat also supports canned responses to speed up your support response time, multilingual interface and WPML compatibility, and you can install Uber Chat on any WordPress multisite (just remember that each site in your network will operate as a stand alone website and chat interface). The only system requirement is that you operate the plugin on a server with enough power for the number of conversations you plan to start at the same time (for example – you probably can’t support 1000 clients if your site is on $1/month hosting).
Pure Chat – Free Chat Plugin
If you are a small business, Pure Chat should interest you. This software has been designed with small businesses in mind. It is simple and you can chat with multiple customers at the same time, by organizing tabs in your chat window. You can chat with other team members, and multiple team members can join in on the conversation with a customer.
The Chat box can be customized to change color or text, or to add animation or images to suit your brand. Set your chat box to pop up a few seconds after a visitor lands on your page. From the details panel, you can know more about the visitor and have a more meaningful conversation with him. Canned responses can take the tedium out of routine replies.
Visitors can be directed to the right department by assigning departments to widgets. Categorize visitors and allow them different access levels. This will help you manage your team. The performance and rating of each team member can be tracked, so you get to know the best performing team members.
iOS, Android and Kindle apps are available meaning you can chat without being confined to you desk. Connect Pure Chat with over 500 apps using Zapier and use extended functions immediately. Even if you do not have a website, you can have a standalone chat box on Pure Chat’s hosted pages.
Pure Chat is both a free and paid software. For a totally free package, the number of chats per month is restricted to 15, and you will need to upgrade to the Starter, Business or Growth Plan after that. For unbranded Chat boxes you will have to pick the Growth Plan which comes at $99 per month, paid annually.
Formilla Live Chat
Formilla Live Chat allows real time monitoring of visitors, and comes to you free as well as in many paid packages. With the free version, you will be able to install chat on one website, hold one chat at a time and be entitled to 30 chats/ emails every month. You can also set it so that a chat is initiated by you after a few seconds after the visitor comes to your website. Messages inviting visitors for a chat can be customized.
Auto responder can step in and collect contact details when you are offline. If you are tapping at the keyboard, your visitor will know that your response is on its way. Desktop or sound alerts can be set for an incoming chat. A Help Desk or Inbox will help you filter, prioritize chats and restrict or ban users. Tickets can be assigned to chats and prioritized.
If the agent is busy, the chat will be queued and the user will always know their position in the queue. Chat transcripts will be maintained. Emails can be customized and email data can be exported. The dashboard will give you an overview of chat activity and reports can be generated from data gathered. Chat times can be scheduled and hours of operation can be fixed.
The premium packages range between $8 per month to $39.99 per month. With these packages, you can increase the number of agents, websites and chats. You can chat from mobile devices, be entitled to upgrades, monitor visitors in real time, customize the chat box, use Attention Grabber, remove branding and be entitled to phone support.
Chat by Flyzoo
Chat by Flyzoo is not really intended for business, it is designed specially for the chat use of a community. Being more social in nature, it is well integrated with most of the membership and social networking plugins. Webinars, dating websites, online traders or gamers, events, local associations and similar outfits can make good use of this plugin.
Users can find and chat with friends, join group chats and . User profiles are automatically synchronized with the chat and avatars can be pulled in from many other plugins like Gravatar, WP User Avatar, Ultimate Member and Buddy Press. Users can chat in more than 20 languages and multiple private chats are possible.
Chats are hosted on a cloud, so there is no drawing on your server resources. Chats can also be moderated with customized filters to exclude bad language, ban some visitors, to block IPs or to restrict the length of chat or rate of sending chat messages. Pop-out chat windows will enable chat in separate browser windows. For SSL/HTTPS based websites, the chat can be encrypted. Chat history is maintained and previous conversations can be accessed. Subdomains are allowed and many sites can be connected to the same chat.
You can try Chat by Flyzoo free for 14 days, and on request, it will be extended for another 14 days. With the pro version, real time monitoring of visitors, sharing of files, embedding group chats into pages and restricting access based on roles is possible. The last feature of restricting access is specially suitable for different levels of subscription based services. The plans for the premium versions start at $9.90 and can go upto $89.90
Live Chat is a handy tool for boosting customer service by several notches. The plugins discussed here will fit the need of any organization quite well. All the plugins are popular and highly rated in the WordPress repository, so you really should get a conversation going and see how it impacts your business.