What is Drupal live chat?
Drupal live chat—or Drupal chat—allows you to offer your users live chat and messaging support. Built within a Drupal chat plugin, it’s easier to provide real-time support to all your visitors. Zendesk stores all customer data about the visitor, including ongoing conversations, so the support agent has everything they need to provide the customer with a seamless support experience.
When a customer has a question or needs information they can’t find, they typically don’t have many great options. Phone, email, or even social media are often used, but there isn’t any guarantee that the answers will come quickly, leading many visitors to grow frustrated and move on to another site.
However, websites that are built with Drupal have the option of offering Drupal live chat and messaging, a way of immediately supporting customers without forcing them to pick up the phone or write an email.
When your customer has a question they shouldn’t have to look in various places to find the answer. With Drupal live chat and messaging, you can provide immediate support to your customers whenever that have a question, so your team can provide quick and personalized support every time.
Nobody enjoys waiting, least of all people browsing websites or shoppers on an online store, because it defeats the immediacy that the internet has to offer. When a customer has a question, they typically want the answer right away. And thanks to the abundance of options on the internet, if they can’t get what they want, they’ll exit and move to a site that is better equipped to meet their needs.
Drupal chat and messaging can prevent this, making sure website visitors have a direct line to customer service without having to interrupt the browsing experience. And since Drupal live chat and messaging is a two way street, it can be used by the company to proactively reach out to the customer if it looks like their actions indicate they need support.
The right time
Many companies, particularly ones whose websites drive revenue, would benefit from Drupal live chat. It’s the best way to improve the website experience and offer visitors proactive support.
Zendesk customer service software, and Zendesk live chat and messaging software, make Drupal chat a breeze. Proactive support. Triggers in Zendesk Chat notify customer service agents when a visitor has met certain conditions, like a set number of case studies read or items left in a shopping cart for a specific amount of time. Armed with this knowledge, the agent can open a live chat and messaging module and initiate a conversation with the visitor, and offer to help. Powerful reporting. Zendesk Chat monitors important metrics, from the real-time monitoring to agent performance, helping companies identify areas to improve and which tactics are already working. Omnichannel support. Zendesk puts together all customer data about the visitor, including ongoing conversations, so the support agent has everything they need to provide the customer with a seamless support experience.
Live chat is a powerful tool. Learn how to wield it wisely.