At some point during the natural lifecycle of a company, cultivating customers takes priority. As such, your support services become a key battleground.
Live chat plugins are one way to offer your customers practically instant access to your support team. They let users talk to either a real person there and then, or a smart ‘bot’ that redirects them to the right place.
In this post, we’ll look at a number of live chat plugins, and offer some advice about which one would potentially suit you. Before that, let’s talk about why live chat is a great customer service channel.
An Introduction to Live Chat (And Why You Should Implement It)
For the uninitiated, live chat does what it says on the tin. In other words, a customer accesses your site – usually looking for support – and can connect with a representative through a button on the page:
While live chat was initially ‘manned’ by a real person, gains in Artificial Intelligence (AI) means that tailored bots are more common now. This brings about a number of benefits:
- The initial heavy lifting when uncovering a user’s support needs can be handled in a routine way by sophisticated tech.
- Users are essentially self-solving their issue, which means you can treat aspects of the live chat experience as an extension of your knowledge base.
- You can ‘qualify’ the user for more advanced support. This lets you create dedicated ‘tracks’ and processes for your support chain, and makes them more efficient.
Given these reasons, implementing live chat on your website is a great way to bring users through your support funnel in a refined way.
How We Chose Our 7 Live Chat Plugins
WordPress wouldn’t be the platform it is without plugins. While you can implement practically any functionality using them, this post will look at live chat specifically.
To narrow down our list, we’ve used the following criteria:
- All plugins must have been updated within the last six months to work with a modern version of WordPress.
- Where recorded, a plugin must have a rating of at least 80% – for example, four stars on either WordPress.org or CodeCanyon.
- Finally, a plugin must have a relatively substantial number of active installs. For example, plugins hosted on WordPress.org usually need a minimum of 1,000 installs.
Because of the above criteria, you’ll notice that popular solutions such as Zendesk Chat and Intercom aren’t included. In a nutshell, their WordPress plugins didn’t meet the standard we set, although the services themselves are stellar.
Summarizing the 7 Top Live Chat Plugins for Your WordPress Website
- LiveChat. Busy support teams using a personal approach will love this plugin.
- Sendinblue. If you’re already a user of Sendinblue’s other products, you’ll find this plugin ideal.
- Tidio Live Chat.
This article was written by Tom Rankin and originally published on WPKube.