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Open Lines of Communication with WordPress Live Chat

What is live chat for WordPress?

Live chat for WordPress, or WordPress help chat, is a tool that allows companies to offer their customer live chat for support, sales, or other needs through their WordPress hosted website. Typically built with a WordPress chat plugin or widget, such as Zopim Chat, WordPress live chat is a great way to offer immediate support to users directly on your website.

With Zendesk, all customer customer data and ongoing conversations exist in a single location, making it possible to move from chat to phone to social media while still providing the same great experience for the customer.

Real-time support

Often a customer will be browsing a company’s website and find that they have a question they can’t find an answer to or are having difficulty, like not being able to complete a purchase. Unfortunately for that customer, many companies lack the ability to offer real time support on their website and force the customer to open their email, pick up the phone, or navigate to a web form. Companies that use WordPress can offer WordPress live chat and instantly message directly within their WordPress site. Now customers can chat directly with a support agent without having to navigate away from the company’s website.

Customers hate waiting

Time is a major factor in customer service. The longer it takes to resolve an issue, the lower the customer satisfaction gets and the higher the cost to the company. So it’s imperative to offer prompt support. WordPress live chat allows customers to immediately connect with an agent and solve their problem in real time, improving customer satisfaction and reducing the cost of solving the issue.

Increase conversion rates

WordPress live chat also has the benefit of letting companies provide unobtrusive proactive support, which can help increase conversion rates, improve upselling, and reduce shopping cart abandonment. If a visitor is stuck on a page for long time, a WordPress live chat plugin can enable a customer service agent to proactively open a chat from within the website and offer assistance, removing any roadblocks that might get in the way of a purchase.
An example of how Zopim Chat can be used for WordPress live chat via Zendesk.

How Zendesk helps

Zendesk’s customer service software makes customer service easier, and Zopim by Zendesk is a great way for companies to offer WordPress live chat, including:
  • Proactive support. Triggers in Zopim will notify support agents when a customer has met preset of conditions, such as time spent on a specific page. The agent can then reach out and offer support, paving the way to a better experience for the customer, and increased sales.
  • Powerful reporting. Zopim monitors important metrics, from the real-time monitoring to agent performance, helping companies identify areas to improve and which tactics are already working.
  • Uninterrupted support. With Zendesk, all customer customer data and ongoing conversations exist in a single location, making it possible to move from chat to phone to social media while still providing the same great experience for the customer.

Support at the right time

Companies looking to improve conversion rates and turn more visitors into buyers, as well as companies looking to reduce support costs while improving customer satisfaction should consider WordPress live chat as a customer service channel.

Get chatty with your customers

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