The goal of every website is different. Some just want to provide information. Others are looking to persuade you into taking some kind of action. In the latter category, we have products and services that customers are considering, and about which people might want more information. How do we get it to them? How do we convert “on-the-fence” consumers who might have questions about your service? For such individuals, a “Live Chat” solution can work wonders on your WordPress site.
Another Avenue Compared to a Knowledgebase
Of course, you’d prefer it if your visitors could find what they needed just by reading an FAQ, or some other help article on your site. But no matter how detailed and helpful you make your content, there will be some nuance on which a customer needs clarification before they pull the trigger. Even if your content does cover their concerns, they might not be able to easily find it.
What’s needed here is a direct touch. Something where you can immediately respond to a customer’s query right from the website. For this, live chat is a much better alternative to phone lines.
People are Talking Less on the Phone
As early as 2013, a Harvard Business Review article weighed in on how people are talking less on phones. That trend has only continued since then. Texting is now the preferred way for people to communicate because it leaves a verifiable record, there’s no tension of having to respond on the fly, and it’s a far more laid-back form of communication.
If you have a telephone contact number on your website, you should keep in mind that some would like to contact you, but would much rather use text instead.
Email Can be Too Slow
A customer on the verge of making a purchase is a skittish creature. If you make them wait even for 24-hours, there’s a good chance they will change their mind, or go with your competitor instead. Ideally, you want to close the sale immediately. E-mail is simply too slow to be effective in this regard. With an e-mail, there’s no immediate feedback, and you don’t know if the other person has read it.
The solution to all this is live chat.
Implementing Live Chat on WordPress
Live chat plugins on WordPress are plentiful. But obviously, we’d like to try a solution that’s cost-effective – perhaps even free to start with. After testing out a bunch of tools, I settled on Tawk.to. Here’s the WordPress plugin page from where you can download and install it on your site.
Once you’ve activated the plugin, you can sign up for a free account, and set the visibility options to show the live chat widget on every page. It works great! I tested it out on a staging site. Here’s a screenshot:
When you receive a message on live chat, your dashboard rings as if it’s a phone call. And from there, you can respond to the visitor’s message in real-time as shown above. It’s a pretty elegant system that works well.
It’s Up to you To Monitor the Calls
If you leave the Tawk.to dashboard open in a web browser tab, you’ll be alerted of messages in real-time. Naturally, this means that you have to be around to monitor the messages. Luckily, you can set timings for when you want the live chat icon to appear on your website, so you can ensure that you’ll be available during business hours.
If you want to remove the branding from the site, you need to convert to the paid plan, but it’s amazing how well the free version works out of the box. I love clean implementations, and this does a great job!
I’m a NameHero team member, and an expert on WordPress and web hosting. I’ve been in this industry since 2008. I’ve also developed apps on Android and have written extensive tutorials on managing Linux servers. You can contact me on my website WP-Tweaks.com!