Last updated - October 22, 2018
As we have discussed before, featuring a live chat window on your online store can help you reduce cart abandonment. This is because users most often find it convenient to be able to chat with a representative of the store before a purchase. If your support agents can handle pre-sale queries just like traditional sales representatives in a physical store, it could be a real boost for sales. The simple fact that you are accessible through a chat window itself will help in building trust for the brand. And if you are using WordPress and WooCommerce, there are ample solutions to help you set up live chat widgets easily. In this article, we will compile a list of the best premium WordPress Live Chat Plugins. For free live chat plugins, please read this one.
LiveChat is one of the most popular options to set up a chat widget on your store. The advantage of using a chat widget is that most of the times you can resolve a customer issue pretty quickly, instead of dragging it through emails spanning days. And, it is especially helpful for pre-sale queries, where experienced agents can motivate prospective customers to purchase from you. It also helps you to follow up on leads, so that you can increase the overall sales on your store.
LiveChat helps you speed up the customer support process on your store. If you find a pattern that helps you resolve issues on the spot through chat, it can reduce your support load. You can use it on both desktop and mobile devices, so you will be able to stay in touch with customer issues even while on the move. In addition, it will help you gather data that will give you insights on the improvements that you are achieving on your store. Moreover, you can track the individual performance of your support agents. Another interesting thing to know would be the fact that it your data is quite safe with them.
The Starter pack is priced at $16 per month for one logged in support agent. This one comes with unlimited support agent registration, 60-day chat history, basic customization options, and more. You will get features like unlimited chat history, agent grouping and full customization options with the Team plan starting at $33. The Business plan, priced at $50, is the most popular one with fancy features like ‘Staff Prediction’ and ‘Work Scheduler’. You can always use the 30-day free trial to get started with this one.
LiveChat offers plenty of features for a comprehensive live chat experience for your customers. Let’s take a quick look
Great set of tools
LiveChat comes with a lot of convenient chat tools to make your work easier. For example, it offers message ‘sneek peek’, where you can see what customers are typing even before they hit the Enter button. Similarly, canned responses allow you to store common responses so that you can use them for faster response to repeated queries. You will find a lot more features like file sharing, chat tags, adequate visitor information collection, and more.
The choice of a premium option like LiveChat will be totally worthy of the money you pay due to their advanced features. You can totally personalize your chat window when you are using Live Chat with your company log on it. Out of the box, it comes with four different chat window themes, from which you can choose the most suitable one. You can also change the standard text on the window according to the way you are planning to use it. Sometimes featuring the agent profile on the chat window would help it to be more personal. It also offers translations for around 45 languages, so that you can handle international customers effortlessly.
Engage customers more effectively
LiveChat offers several features to make the chat window more engaging to your customers. It helps you get the names of site visitors at a certain moment and address them personally. This will definitely help to improve customer engagement on your store. Moreover, features like Automatic Greetings, Eye-catchers, Facebook chat etc., helps a lot in making the whole thing more effective.
Analytics tools to help you grow
LiveChat comes with great analytics solutions to help you gauge the operational flow and growth curve. In addition to the basic reporting features, you will advanced monitoring information like response times, and availability period of particular agents. The staffing prediction tool can come in quite handy, when you need to plan in advance for something.
Olark is another tool that can use to stay in touch with your customers and prospects. It acts as a support tool for your customer support efforts as well as marketing initiatives. The promise of Olark is help you get in touch with the right customer at the right time and thereby increase customer satisfaction, sales and conversions. It has a plethora of features to help you follow up on marketing leads. Moreover, it helps you integrate with a range of other tools that you use for an optimized workflow management.
They have three different pricing plans, where you will be billed ‘monthly’, ‘yearly’ or ‘every two years’. You will be charged $17, $15 or $12 respectively per agent per month, according to the billing period you choose. You will get a 2-week free trial to see how effective is Olark for your business. They also have a free plan with basic features, one agent and a limit of 20 chats per month.
Olark comes with a wide range of features to help your business. Here is a glimpse.
Easy to customize
It is quite easy to customize your live chat widget when you are using Olark. You can easily modify the widget colors to match it with your brand’s color scheme. Moreover, features like the ability to add a profile pic of your agents would make it more personalized and customer friendly. It also offers extensive translation options, so that you can talk in the language of your customers.
Real time reporting features
It offers real time reports on your chat workflow, so you can predict busy times, and allocate resources accordingly. You can also understand how satisfied your customers are from the responses they get from your support agents. It also helps you to understand the topics that are coming up most frequently on chats, so that you can manage them better. In addition, you can set up automated email reports as well.
If you prefer to automate certain messages where, you can define a response based on customer behavior, Olark provides an option for that. However, the purpose of live chat feature itself is to provide a human connection to customers. So, expert advise is to keep the use of automated responses to a minimum.
Olark provides an option to help you search through the chat transcripts. Sometimes, you need to revisit past chats to understand certain issues and this feature makes it all the more easier.
Agent management tools
Olark helps you manage the workflow of your customer agents as well. You can set a limit on the number of chats a particular agent can handle at a given time. It even offers options to help you route the incoming chats according to your convenience.
Integrations with other software
Olark integrate well with some of the other popular software that you might be working with. It offers integrations for Salesforce, HubSpot, Slack, Zendesk, Help Scout and a lot more.
Offering a personalized customer service would surely help a lot in improving the reputation and value of your business. Kayako offers a range of advanced help desk services, including an integrated live chat service, to help you offer a personalized experience to your customers. While resolving customer queries in real-time, you will be able to provide a boost to your conversion rate as well with this tool.
Kayako offers varied pricing plans suitable for businesses of different sizes and scope. For small businesses, the “Inbox” plan ($15 per agent) with shared inbox, live chat, social media integration and more, would be apt. Depending on your specific requirement, you can also check out “Growth” ($30) or “Scale” ($60) plans as well. They also offer a 14-day free trial for all these plans. Here is the WordPress plugin to try out Kayako help desk service. If you require custom solutions at an enterprise level, it is better to contact them directly here.
Let’s take a quick look at the features of the Kayako live chat service.
Resolve issues real time
The integrated live chat software of Kayako helps you resolve customer issues faster than ever. Timely resolution of queries and issues will reflect well in your interactions with prospective as well as existing customers.
Scope for pro-active customer support
Kayako live chat software helps your agents to approach customers in a more informed and refined manner. It provides agents with details like purchase history and browsing patterns of a particular user every time. This makes it convenient for agents to understand customers better, and the result would be better customer satisfaction. You can even send automated messages, based on the specific actions or even based on the location of the customer.
Automation for more accuracy
Kayako helps you configure rules to automate the support process based on specific user actions or set time intervals on your store. Your agents will also be able to share conversations between them more readily in order to resolve the queries more effectively.
Zendesk is a popular helpdesk solution that is preferred by eCommerce businesses of all sizes. They offer a simple tool to help you set up live chat as well. It helps you stay in touch with your customer, and reach out to them for marketing purposes. According to experts, there are better chances of conversion when you proactively offer support to customer lingering on a specific product page. At times, anticipating customer queries and be read with a response would do a lot of good for your customer satisfaction index. Moreover, you can manage more customer queries in a short time span compared to sending multiple emails.
There are multiple pricing plans that you can choose from. There is a free Lite plan that offers a single chat at a time, with chat rating and 14-day chat history. The Team plan is priced at $14 per agent per month, which includes features like unlimited chats, two triggers, widget customization, etc. The Professional plan is priced at $29, and offers features like unlimited triggers, conversion tracking, etc. The Enterprise plan, priced at $59 offers advanced features like skill-based routing, real time monitoring and more. And, you can get a free trial for a period of 30 days to try out the Enterprise version.
You will find a great set of features with Zendesk chat as well. Let’s take a look:
Target leads better
From your site visitors, you can reach out in a targeted fashion based on their current or past actions. This will improve chances of conversion considerably.
You can collect contact information of your customers when they are initiating a chat. This will help you prioritize responses more efficiently.
Zendesk chat offers a contact form to customers even when you are offline. This way, they can still communicate their queries without delay.
It helps you offer any file types to your customers. This can be quite handy when you need to send demonstration videos or screenshots.
The chat rating feature will help you understand the customer satisfaction index of your chat feature. This will help with continuous improvement of your support process.
Tidio is another great option to help with your customer support as well as marketing efforts. It provides a dashboard where you can view chat with your customers on multiple channels, like chat, email or Facebook Messenger. It helps you set up different automated responses based on different scenarios.
You can use the basic version for free, which has features like unlimited tracking and messenger integration. If you are looking at features like Live typing, you have to pay additional $15 per month. There is also an add on for automated features that will help you improve your conversion rates at $15 per month.
Tidio is another good live chat solution that gives you advanced features. In addition to helping you be in touch with your customers, it also helps in customizing the chat window, providing visitor information, etc. It also offers iOS and Android mobile apps, so that your agents can be available even when they are on the move. It offers you real time website monitoring, so that you can target prospective customers in a more assured way. In addition, you can add profile pics of your agents as well.
The Premium pricing plan is available for $11.99 per month for one agent, which has real time monitoring and customization options. The Premium Plus plan offers Analytics integration, chat departments, branding removal and more features. It is priced at $16.99 for the first agent. For every additional agent, you get a discount of 30% for the premium plans.
Live chat widgets helps a lot to maintain consistent engagement with your customers. You will find a lot of free WordPress live chat plugins with basic features in the repository. However, you can get a lot of advanced features if you opt for a premium version. Hope this article has provided you ample information to take a call on the most suitable one for your business. Leave a comment if you want to share your experience with any of these solutions.