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What is Joomla live chat?

Joomla live chat, or Joomla chat, is a tool that allows companies that built their website with the Joomla content management system to offer their customers live chat. Often used for customer service and technical support, but also for sales, Joomla live chat is often made possible with a Joomla chat plugin or extension, and is way for companies to offer immediate support directly from within their websites.

Every interaction with a site visitor, be it in chat, email, or social media is stored in one Zendesk location. So when an agent is responding to a query they’ll have access to that visitor’s entire history with the company.

A different approach

When a visitor to a company’s website has a question and want to reach out to the company for an answer, they usually have a short list of options: email—which rarely results in an immediate response, phone—which can lead to long wait times, or webforms—which can sometimes feel cold and impersonal. Making matters worse, all of these options tend to pull the visitor away from the website, interrupting the experience altogether. Unfortunately for that visitor, many companies neglect to invest in technology that will allow them to offer support from within their website. Luckily for companies that use Joomla, they can provide Joomla live chat. Now visitors can have a 1:1 conversation with a support agent in a chat module without having navigate away from the browsing experience.

Did you know?

When visitors to a site have a question, they don’t appreciate having to wait for an answer. In fact, many will move onto a different site if they find the experience dissatisfying. So they longer a company forces a visitor to wait, the more likely that visitor is to exit. So it’s very important to not make them wait a second longer than necessary. Joomla live chat allows visitors to quickly engage with a customer support agent and begin a real-time conversation, improving the customer experience and speeding up resolution time.

Joomla chat also has the added benefit of enabling companies to provide proactive support, which can reduce bounce and exit rates, improve visitor engagement, and if it’s an ecommerce site, improve conversion rates. If a visitor to the site meets a certain set of criteria, such a set number of return visits to a pricing page, that a visitor a Joomla live chat plugin can enable an agent to provide proactive support in the form of a live chat from within the website and offer to answer questions or provide more information.

The right time

Companies who use Joomla should consider using Joomla live chat as a way of improving their website experience and engaging visitors who need assistance. It’s particularly effective for online retailers who want to improve conversion rates and avoid sending potential customers to a competitor.
An example of how Zopim Chat can be used for Joomla live chat via Zendesk.

How Zendesk helps

The live chat software Zopim by Zendesk is great way for companies to offer Joomla live chat, including a seamless experience. Every interaction with a site visitor, be it in chat, email, or social media is stored in one location. So when an agent is responding to a query they’ll have access to that visitor’s entire history with the company.

Using data to improve. Zopim automatically tracks the metrics that matter most to companies, allowing them to get the full picture of their customer service efforts and learn how to do better.

An important feature in Zopim, Triggers, can automatically notify customer service agents when a customer has met a specific set of conditions, such as including visits to a defined series of pages. The agent can than initiate a chat and ask the visitor if they require help.

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