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The Ultimate Guide for WooCommerce Live Chat [+20 Best Tools in 2019]

Customer Service, Live Chat 12 min read

A top priority for every business is ensuring their customers are satisfied. We go about this in many ways, from providing email support to giving out discount codes or other free resources to make sure clients are satisfied even if they had a  complaint. To provide this support, we use different channels, such as email, phone, social media.

However, according to eDigital, the customer service channel with the highest satisfaction rate is by far live chat. Therefore, if you want to make your customers happy, you need to add a live chat feature to your web store.

According to research done by BuiltWith, WooCommerce has the highest share among e-commerce website in the top 1 million sites. As a response, an increasing number of e-commerce technologies provide comprehensive support for business owners. For instance, WooCommerce live chat tools provide a variety of options for shopowners to satisfy their customers. According to recent research from HubSpot, 82% of customers rate an immediate response from brands as very important when asking a customer service question.

woocommerce live chat

 

Is live chat effective?

By adding WooCommerce live chat to your store, you can drastically improve your relationship with customers.

Interesting statistic:

What makes live chat particularly effective is that you can improve your customer service experience without spending a fortune. There are many different live chat tools to choose from, meaning you can likely find one that fits your budget and needs. However, before you sign up for any of these tools, it’s important to know which features to look for.

There are some essential features that’ll you’ll want your live chat tool to have, as they can take your live chat experience to the next level. Making both your customers and your agents happier.

 

8 essential features to have in a WooCommerce live chat

#1 – Quick Responses

As you use your live chat more and more, you’ll start to see that certain questions and topics come up more frequently. To save your agent’s time, you’ll want a WooCommerce live chat support tool that allows you to set up and send canned responses.

For example, let’s say a common question you receive is “How long does your free trial last?” Rather than having your agents type “Our free trial lasts for 30 days, and after that, it’s $9.99 per month” each time, you can have this saved as a canned response. Next time when the question comes up, your agent can just click on the canned response to send it. This saves time, allowing your agents to either move on with other questions or move to another customer.

Look for a live chat tool that allows you to easily create and use quick responses, then make sure your agents actually take advantage of them.

#2 – Pre-Conversation Forms

Another feature you’ll want to look for is pre-conversation forms.

These are forms that the user will fill out before they are connected with a live chat agent. These forms are simple and may include fields: name, email address, and message. Using these forms provides you with several benefits.

First, by getting their name and email address, you can look up if you’ve had a previous conversation with the customer. You can then use their chat history to provide better customer service.

Second, you can eliminate people who aren’t serious about using your live chat feature. Many people will start off typing into a live chat window but will change their mind quickly. Only people who are really looking for assistance will give you their name and email address, allowing your agents to focus on high priority customers.

Finally, by getting their name at the start, you can then use it going forward. Customers like live chat because it provides a personal experience, and using their name helps accomplish this.

#3 – Banned Users

Unfortunately, even with pre-conversation forms, you may still get some requests in your live chat that are actually a waste of your time. A great feature to look for is the ability to ban users. If it becomes obvious that a user is only using your live chat feature to waste your agent’s time, you can ban this user from future use. Of course, you should use high discretion when determining who is wasting your time on purpose, and who legitimately needs more help. But if someone just starts typing in nonsense or something inappropriate, you’ll want the ability to blacklist that person so you don’t have to deal with them again.

Your live chat support is there to help your actual customers, and your agents can’t do this if they’re wasting time on bad-faith users.

#4 – Chat Transfers

Sometimes the agent that starts a conversation with a customer isn’t the best person to help them. For example, let’s say the initial live chat agent is there to help customers use the shopping cart or answer questions about the product. However, a customer then asks a question about an error they are receiving while using the website. Rather than trying to answer the question themselves, if you have a chat transfer feature on your WooCommerce live chat support tool, you can transfer this customer over to someone from Tech Support.

With a chat transfer feature, your customers get directed to the best agent to answer their question, and the conversation will transfer over as well, so the customer doesn’t have to repeat themselves. Now you can provide higher quality support, all without having to use up more of your customer’s time.

#5 – Data Analytics

A must-have feature for your WooCommerce live chat support tool is the ability to analyze the data you receive from it.

Data analytics will allow you to answer questions such as:

  • How many conversations per day are taking place?
  • What are the most popular times of the day?
  • Who are the most efficient live chat agents?
  • What are the most common questions or issues mentioned?
  • How long does the average conversation last?

The answers to these questions will allow you to make smarter business decisions.

For example, if you find that your live chat is busy from 1 – 4 p.m, but hardly ever used from 6 – 8 a.m, you could then adjust your online hours or the number of agents you need. Or if you found that you’re getting repeated questions about a certain product, you could adjust the copy on your website to better address it.

#6 – Mobile App

Having a mobile app for your live chat software is a tremendous benefit. Customers are looking to get their questions answered as quickly as possible. With a mobile app, you can answer questions and have conversations while you’re on the go.

Look for a live chat tool that comes with a mobile dashboard so you can monitor all your conversations from anywhere. The mobile app should also integrate seamlessly with the desktop software. That way if you start a conversation on the mobile app, you can finish it from your computer without missing a thread.

#7 – Notifications

In the beginning, your live chat feature may not be that popular. You don’t want to sit around all day waiting for a customer to start a conversation. A better method is to use a WooCommerce live chat support tool that provides notifications. That way you can work on other things, and when a customer initiates a new conversation, you’ll receive a notification so you can go help.

With notifications, you can rest knowing you won’t miss out on any live chat requests, and you can still focus on other tasks at hand. Find a live chat tool that not only allows notifications but has an option to choose which notifications you want to receive and how you want to receive them.

#8 – Customization

Finally, you should use a live chat feature that comes with customization options. You want your live chat window to go well with your site design, and to be in line with your brand.

Some basic customization options you’ll want are:

  • Window color
  • Background color
  • Text color
  • Business logo
  • Location on page
  • Display wait time
  • Agent profiles
  • Social media buttons

The more customization options the tool has, the better you’ll be able to have it fit your store.

When it comes to adding live chat support to your WooCommerce website, there are plenty of options. Apart from choosing the best technology, implementation of life chat function on your website is vital to deliver results. And by that, we mean either the company’s in-house support team or skilled pros like LTVplus agents who work dedicatedly around the clock and actually know how to make the most of whatever tool the company ends up using.

 

The 20 Best WooCommerce Live Chat Tools to try in 2019

1. LiveChat

LiveChat

LiveChat enables you to add the best live chat feature for your WooCommerce business. You can interact with your customers and answer the questions they may have instantly. Moreover, you can benefit from LTVplus’ expertise with LiveChat to rocket your customer satisfaction.

Pricing: Paid

Key Features:

  • File Sharing
  • Advanced Customization Options
  • Engagement Graphics
  • Personal Greetings
  • Smart Chat Routing
  • Ticketing System
  • Agent Account Management
  • Chat Supervision

 

2. Zendesk

Zendesk

If you are looking for WooCommerce customer support plugin, you should check Zendesk products to connect with your customers. Moreover, you can work with the Zendesk Experts of LTVplus to build a great live chat solution for your business.

Pricing: Paid

Key Features:

  • Behavior-based Triggers
  • Chatbots
  • Agent Reports
  • Real-time Monitoring
  • Conversion Tracking

 

3. Intercom

Intercom - best live chat for WooCommerce website

Intercom offers one of the best live chat for WooCommerce websites. Their customer communication platform can be installed with few clicks and guaranteed to bring growth to your business.

Pricing: Paid

Key Features:

  • Chatbots for Sales, Marketing, and Support
  • Targeted Messages
  • Team Inbox
  • Integrated Knowledge Base
  • Customer Data Platform

 

4. Olark

Olark

Olark offers advanced tools to engage and support your customers. If you are looking for a live chat tool for WooCommerce to provide a better service and increase your sales, you should check their products.

Pricing: Paid

Key Features:

  • Customization Options
  • Advanced Metrics
  • Automation
  • Team Management
  • Integration with Other Services

 

5. Pure Chat

Pure Chat

With Pure Chat, you can add free live chat for WooCommerce websites. Even though their free options might be limited, it is a great beginning solution for small businesses.

Pricing: Free & Paid

Key Features:

  • Customization
  • Mobile Apps
  • Operator Dashboard
  • Unlimited Chats

 

6. Tidio Live Chat

Tidio Live Chat - best free live chat software for WooCommerce

Tidio Live Chat offers one of the best free live chat software for WooCommerce. Their system uses artificial intelligence to generate act based responses for the customers.

Pricing: Free & Paid

Key Features:

  • Advanced Chatbots
  • Easy Installation
  • Customer Analytics

 

7. Drift

Drift

With Drift’s WooCommerce live chat plugin, you can answer your customers’ questions in real time! Their easy to use plugin will boost your sales and customer satisfaction.

Pricing: Free & Paid

Key Features:

  • Chatbots
  • Advanced Dashboard
  • Account Based Marketing
  • Various Third-party integrations

 

8. Formilla

Formilla

Formilla plugin offers an online chat system for your online enterprise. As one of the free and best live chat for WooCommerce apps, their tools will boost your sales.

Pricing: Free & Paid

Key Features:

  • Quick Installation
  • Responsive Design
  • Real-time Visitor Monitoring
  • Multiple Language Support
  • Multiple Live Chat Agents and Chat Transfer
  • Advanced Customization

 

9. Smartsupp

Smartsupp - best live chat software for WooCommerce

You can use Smartsupp plugin to add a live chat function or monitor your visitors. It is one of the best live chat software for WooCommerce business owners.

Pricing: Free & Paid

Key Features:

  • Advanced Visitor Monitoring
  • Real Time Chat
  • Customization
  • Multiple Language Support

 

10. Jivo Chat

Jivo Chat - live chat product for WooCommerce

Jivo Chat provides one of the best live chat product for WooCommerce. With Jivo Chat applications, you can support your customers on your website, mobile phone, and social media.

Pricing: Free & Paid

Key Features:

  • Advanced Social Media Support
  • Instant Callbacks for Visitors
  • API Support

 

11. Help Crunch

Help Crunch

Help Crunch gathers all your customer communication in one place. In addition, you can benefit from the expertise of LTVplus team to provide the most satisfactory communication with your customers by using Help Crunch.

Pricing: Paid

Key Features:

  • Customizable Widgets
  • Online Status Indication
  • Live Visitor Profile
  • Multi-channel Messaging

 

12. Crisp

Crisp - live chat support for WooCommerce website

Crisp provides live chat support for WooCommerce websites. In addition to adding a live chat function to your online store, Crisp simplifies your work by merging all the channels of your customer relationship.

Pricing: Free & Paid

Key Features:

  • Translating Real-time conversions
  • Video Chat Support
  • Integrated Help Desk
  • File Sharing

 

13. Liveagent

Liveagent

Liveagent provides live chat support tools for WooCommerce stores. It is one of the top-rated help desk solutions in 2019.

Pricing: Paid

Key Features:

  • Advanced Ticket Management
  • Chat Distribution to Different Teams
  • Call Center Functionality
  • Detailed Performance Reports
  • Offline Support Portal
  • Gamification Additions
  • Multiple Language Support

 

14. Re:amaze

Re:amaze

If you are looking for an advanced WooCommerce live chat integration, Re:amaze might be the right solution for you. You can use the Re:amaze Experts of LTVplus to increase your customers’ satisfaction and grow your business.

Pricing: Paid

Key Features:

  • Automated Messaging
  • Recent Activity Monitoring
  • Advanced Customization Options
  • Embeddable FAQ

 

15. Acquire.io

Acquire.io - WooCommerce and WordPress live chat plugin

Acquire.io developed one of the best WooCommerce and WordPress live chat plugins. Their plugin is easy to install and will empower your support system to deliver the best experience to your customers.

Pricing: Paid

Key Features:

  • Modern Backend and Chat Interface
  • Visitor Dashboard
  • Smart Suggestions for Your Team
  • Visitor Routing

 

16. Userlike

Userlike - live chat software for business

Userlike is trusted by hundreds of shop owners to provide live chat software for businesses. Beyond using traditional methods to satisfy the customers, they offer smart tools to step up your support team.

Pricing: Free & Paid

Key Features:

  • Chat Macros
  • Operator Groups
  • Social Media Support
  • Advanced Analytics Reports

 

17. Live Chat Unlimited

Live Chat Unlimited

Live Chat Unlimited is an opensource online live chat software for WooCommerce. The plugin requires one-time license purchase but you can use it on unlimited domains.

Pricing: Paid

Key Features:

  • Open Source
  • Multiple Language Support
  • SSL Support
  • Offline Capabilities

 

18. Rave Chat

Reve Chat - best live chat software for websites

Rave Chat provides one of the best live chat software for websites. Their advanced tools provide a satisfactory experience for your customers and easy to manage workflow for your team.

Pricing: Paid

Key Features:

  • Multi-channel Messaging
  • Video Chat
  • Advanced Customization Options
  • Co-browsing

 

19. Chaport

Chaport - WooCommerce live chat software for small business

Chaport offers WooCommerce live chat software for small businesses. It enables your team to respond to your clients’ questions in an efficient way.

Pricing: Free & Paid

Key Features:

  • Detailed Visitor Info
  • Multiple Language Support
  • Widget Customization
  • Group Chat Support

 

20. HubSpot All-In-One Marketing

HubSpot - WooCommerce live chat tools

HubSpot All-In-One Marketing offers one of the top WooCommerce live chat tools for online business owners. By using their extended tools, you can also grow your email list and manage your contacts through HubSpot’s free CRM.

Pricing: Free & Paid

Key Features:

  • Automated Chatbots
  • Easy Customer Relationship Management
  • Built-in Analytics

 

Wrapping Up

Beyond any doubt, customer satisfaction is one of the most important keys to being successful in today’s e-commerce world. As you grow your business, you will realize that your potential customers will have difficulties to navigate themselves on your website no matter how much effort, time, and money you spend on your user-friendly interface. In fact, solving such problems instantly just as important not to lose your customers to your competitors.

LTVplus makes it simple to run your new live chat tool. Our live chat agents have experience with various live chat tools and will know the best way to provide high-quality customer service to your users. By letting LTVplus provide you with live chat agents, you can get 24/7 coverage and multilingual support.

If you are using other WooCommerce live chat tools, please share in the comments and we will add them to our list!

Digital Marketing Manager @LTVplus Actively participating in the digital marketing world for more than 5 years. Currently making sure that our website content is up-to-date and our blog is filled with actionable tips and advice for online retail businesses. Very passionate about dogs, topics on spirituality and Unicorns.

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