live chat support for wordPress & woocommerce

The top reason why customers prefer live chat is that it lets them get their questions answered immediately.

With live chat, you give customers a way to reach you in the exact moment that they have questions or problems they can’t solve. This feels much better than sending an email to a support team; with email, it’s hard to know when you’ll get a response back.

The immediacy of getting help is likely why customer satisfaction ratings tend to be higher for live chat than other types of support.

Live chat is a great way to connect with prospective and new customers and give them the confidence they need to use your product or spend money on your website.

Being available to help builds trust, even if your customers don’t need to talk right then and there.

In an ongoing chat, agents can observe a customer’s tone and sentiment and adjust their styles to fit the situation best. By mirroring style or adjusting formality to match a customer’s, agents can quickly build rapport and establish a friendly, helpful relationship.

Messaging platforms also offer a more authentic way to showcase your agents’ personalities than traditional channels.

With careful scheduling, live chat support can be made available 24/7 — if that would be beneficial to your business — or any other selection of hours you prefer.

When chat isn’t available, be sure it’s quick and easy for customers to find their way to your support documentation. Many times, people are perfectly happy to help themselves, but they aren’t sure where to find the information they need.

With your knowledge base and chat working together, customers will feel taken care of regardless of what hour of the day they find themselves needing support.

If your competitors don’t offer live chat (or provide low-quality chat support), that gives you space to do it right and earn their business.

Think about this: if you were a customer in a hurry trying to decide between two products, would you pick up the phone and call support to get your questions answered, or would you be more tempted by the company that was readily available on their website?

Most people are more likely to ask questions over chat than they are willing to make a phone call. In fact, more than half of consumers prefer chat over phone support.

When you make live chat readily available, you’ll likely see an increase in interactions. While some of that may be customers who switch to using chat instead of email/phone support, a portion of the growth will be people who found chat and realized they could get help instead of giving up and possibly ditching your product altogether.

With increased customer engagement comes a chance to make a good impression and give customers a reason to stick around. To add to the inviting feel, set up your chat tool to display agent names and photos (if possible), and implement a conversational chat style.