The Best WordPress Live Chat Plugins to Use in 2023 (Pros and Cons)
What is a Live Chat?
Have you ever been on a website and a Chatbox popped up asking you whether you need help? Let me guess, after answering yes and writing down the question you have been asked to wait, then the support specialist or a chatbot (yes, yes a robot) gives you the answers to your questions. All this magic is done with the help of Live Chats. Live chats can replace human presence in places where you can't even imagine. Mostly, Live chats have artificial intelligence built into them. Generally, Live Chats can be divided into two types.
- Human chat
- Chatbots
There are two opinions concerning chatbots. Some think that the chatbots are unable to answer all the questions, meanwhile, there is a group of marketers who think that they are here to help companies to ensure customer satisfaction by giving instant answers to their questions.
Customer satisfaction and good experience are the essential points in every business. They became an important part of marketing. Chatbots range in many variations, from a WhatsApp chatbot to a voice chatbot. Whichever a business uses is based on their personal preferences and needs. Before buying or trying a product a customer firstly will think about the ones, which provide them with a good customer experience.Good communication is critical to provide it. In addition to using chatbots and any customer-friendly communication channel, you can use UCaaS platforms that unite all business communication channels and third-party software integrations within one unified platform to prevent miscommunications that negatively impact customer experience.
Below you will find the best X Live Chat plugins, that can be a good solution for you in case you have decided to add a Live Chat plugin to your website and catch visitors' attention.
Best Live Chat Plugins
1. 3CX Live Chat
First place proudly goes to the 3CX WordPress Live Chat plugin. 3CX Live Chat has more than 1.9 million downloads worldwide. The plugin simply integrates with WordPress websites. This is one of the best decisions for you to boost satisfaction scores and increase brand loyalty and trust among your website visitors. The 3CX Live Chat plugin that works with 3CX StartUP stands out with its revolutionary ability to turn a live chat into a live call or a video call with the same operator in just one click. This means that the customer can get advanced customer care as some issues are better explained via voice. It is super easy for companies to set up their own chat system based on their business needs.
Customers can start a chat or call directly from the live chat box displayed on the website. The calls go via the browser, no dialling of numbers and no call charges. All the agent needs to do is to accept the "conversation request" and start their chat/call with the website visitor. Chats can be forwarded to other agents or groups of agents to ensure that the best person gets to respond to the query. Also being a team communication system, customer issues can be resolved faster by collaborating internally with the team.
Another point to highlight here is that you can also answer live chats remotely from 3CX mobile phone apps (You will find them for Android and for iOS as well) - they are available for free.
Main features and advantages
- Switch from chat to call at any point to resolve issues faster via voice.
- Handle your Facebook and SMS messages from the same interface
- Respond to live chats on the go with included iOS & Android apps.
- Discuss customer issues with the team over chat or calls
- Assign chats to groups
- Give visitors real-time advice as they browse your products/services
- Convert new visitors into new leads in your CRM
- Customize chat greetings according to business working hours.
- Chat and call reports to evaluate agent performance
- Includes video conferencing
- No per user per month licensing
Oh and the best part? 3CX StartUP is free forever!
LiveAgent is one of the well known and trusted live
chats. The chat plugin is a key component of the help desk software that
LiveAgent offers to the users. The customer issues can be solved within minutes reliably and quickly. The
key feature that is really important to highlight here is the Omnichannel agent desktop - a 360 view of all
current chats, past chats, and customer info from a single dashboard. So using the LiveAgent chat you can
make things easy because it's an all-in-one platform. The design of the chat is also an important point. Making an eye-catching and
engaging chat can increase the probability of making the visitors into customers. LiveAgent allows you to
fully customize chat buttons (including chat button templates, colours, position, animation, hover effect, Z
index, mobile view, and CSS). Even in cases of being offline, the plugin will allow offline chat buttons and
offline forms to collect customer information before each chat session begins. The plugin also gives the
ability of real-time typing-view, which is a preview of what your customers are typing into the chat box
before they hit send LiveAgent has a limited free plan and their paid plans start from $15 per month per agent. Support Board Cloud is another option for you to automate communication with
your customers using artificial intelligence-based chatbots or chats. The chatbot can become your virtual agent
and reply autonomously to the customers' requests. When it can't access the correct answer, the human agent will
reply. So Support Board Cloud offers us two kinds of Live Chats together. You don't have to hire a person who will speak 30 or more languages. The Chatbot is fully integrated and can
automatically use the user's language when available or the default language in other cases. Up to 32 languages
are available. Another feature that is different from the other plugins is the WooCommerce integration. Increase your shop's
sales with automated marketing tools for WooCommerce like chatbots integrated with your shop, automatic
discounts, follow-up and more. The chatbot will autonomically answer the questions related to your shop or
product. Support Board Cloud offers no monthly fees. One-time payments cost $59 both for WordPress and for PHP. SendPulse is a multifaceted and user-friendly platform offering an efficient Live Chat feature which can significantly improve customer engagement. This solution enables instant communication with site visitors, enhancing customer service and ensuring queries are handled promptly. The live chat software is easy to integrate and can vastly boost the user experience.
The SendPulse Live Chat has an intuitive dashboard where businesses can manage all customer interactions. Real-time chat functions allow businesses to respond immediately to customer concerns, boosting customer satisfaction levels. This feature supports multiple concurrent conversations, helping businesses tackle large volumes of queries efficiently.
Customers have the choice to initiate a chat, and these interactions can be personalized, increasing user engagement. Features like automatic message sending, even when the operator is offline, provide a continuous support line, assuring customers that their queries are noted. A key highlight is that all chat histories are stored, which can be replayed for quality assurance or for teaching purposes.
The platform's live chat is not only limited to your website, but it is also possible to chat in real-time with customers on channels like Facebook, Viber, or Telegram, offering more convenience to your customers. To summarize, SendPulse’s Live Chat is a valuable tool offering seamless and streamlined communication for improving customer relationships.
Set up the FROGED Chat in 5 minutes and create customizable live chats. The platform
allows brands to optimize their entire customer lifecycle: Onboarding, Engagement, and Proactive Customer
Support. By connecting the dots within the customer journey, brands can personalize the customer experience
at every touch point increasing overall MRR and retention, whilst preventing churn. The FROGED Chat plugin allows you to implement live chat widgets and set up in-app messaging, product flows as
well as behavioural emails based on the customers' behaviour. Sound good, huh? But that's not all. You can
also track users' behaviour and analytics, which can help you to understand your customers and improve customer
satisfaction. FROGED also has over 2k integrations available including, Zapier, Whatsapp, Twilio, Slack, and more. As the main purpose for creating a live chat is customer engagement, the plugin also gives us the ability to
create custom segmentation and audiences that can be applied across all campaigns and install a knowledge
base/help centre and start creating support articles and videos. FROGED offers 4 packages (monthly and annual plans are available) Live Chat plugin by onWebChat team is taking the 5th place with
its innovative, easy to use live chat system. The key idea inserted in this plugin is that they are trying to
make their live chat more human-centric. With onWebChat you can make the experience of navigating through your
website or the buying experience even better for your customers. After entering a website a customer needs to be
understood. Channel your users towards the information they really need and help them make decisions based on
their actual needs. The main features that the plugin offers are: See a list of all features So with the onWebChat plugin, you will be able to win your customers' hearts and can create true relationships
with them by understanding their needs and problems and proposing solutions by offering your input. Besides the free package, the onWebChat offers a Premium package for only $6 per month. Add a new section for Zendesk. Bolded text is the anchor:
Zendesk emerges as a standout choice in the realm of WordPress live chat plugins, earning its place among the best. With Zendesk's live chat integration, WordPress users benefit from a seamless and real-time communication channel that enhances customer engagement. The plugin excels in providing a user-friendly interface for both customers and support agents, facilitating swift and efficient conversations. The pros of Zendesk's live chat include robust automation features, insightful analytics, and easy integration with other Zendesk tools. However, it's essential to note that customization options may be limited compared to some alternatives, making it an excellent choice for businesses seeking a balance between simplicity and functionality. Overall, Zendesk's live chat plugin offers a compelling solution for WordPress users aiming to elevate their customer support experience.
2. LiveAgent
3. Support Board Cloud
4. SendPulse
5. FROGED
6. Live Chat - Live Support
7. Zendesk
Wrapping up!
For wrapping up we can say that all the above-mentioned plugins are here to help us to increase the sales on our website and give answers to the customers' questions in the most appropriate way. We can't imagine a website without a live chat anymore. Even the big brands such as Hermes and Canyon use Live Chats as a quick and easy way to stay in touch with the customers.
So, if you want to increase sales on your website, add a little helper for your customer care specialists and engage your visitors, then live chats are a great solution for you.
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