Let\u2019s explore this connection between the live chat app and your visitors.<\/p>\n
Will a Live Chat App Make Your Visitors Happier?<\/h2>\n
A number of recent surveys and reports have tried to make heads or tails of WordPress website chat apps. Do they really work? Are they just passing fads? How can they change the outcome of someone\u2019s visit to a website?<\/p>\n
Everyone\u2019s asking the same questions about live chat, and you know what? Most of them report the same thing: some people really do like live chat. Sometimes.<\/em><\/p>\n As you can see, the results of these surveys aren\u2019t necessarily cut and dried. Sometimes the usage or success of a chat app depends on the visitors\u2019 demographic. Sometimes it depends on the context of their visit. And other times it has to do with how satisfying the actual live chat experience was.<\/p>\n Despite the \u201cmixed\u201d reviews on chat apps, it\u2019s up to every developer (or business owner) to decide whether or not a live chat module will make a positive addition to a website. Since every website\u2019s success hinges on its ability to make visitors happy and, consequently, convert them, it would make sense then that the integration of chat software would be a given, right? It may not make everyone happy, but if it\u2019s neatly tucked away, why not add it in in case someone does<\/em> want to use it?<\/p>\n If you\u2019re still on the fence about this one, let\u2019s explore the pros and cons in using a chat app.<\/p>\n Let\u2019s start with the chat app wins.<\/p>\n Most other types of business communications require a lengthy and\/or costly visit from the cable or telecom company to equip the premises with hardware, wiring, and activation. But this is WordPress we\u2019re talking about. No third parties are needed. Find the chat app you want, and set it up right then and there.<\/p>\n It costs visitors absolutely nothing to use live chat, except maybe an email address.<\/p>\n Do you know why millennials prefer live chat<\/a> over other modes of communication? Because it\u2019s fast and convenient. Faster support for visitors means less time they have to wait on hold for an operator and wonder if their time would be better spent going to your competitor\u2019s site. Faster support also means quicker service turnarounds for your team and greater efficiency. Faster and nearly instantaneous support also means less time both parties have to spend playing phone tag or writing email responses.<\/p>\n When customers or prospects have questions that support or sales reps don\u2019t know how to answer, they typically have to turn to a colleague or ask a manager for help. But that disruption in service can be jarring for customers. Live chat support representatives have the Internet, instant messaging, and the mute button at their fingertips. For online visitors who already have shorter patience thresholds, live chat is the perfect way to remove those service disruptions.<\/p>\n Multitasking isn\u2019t always a good thing, especially when trying to attend to a visitor\u2019s question or problem. But if that visitor delays in responding to a question or goes MIA, who\u2019s to say live chat reps need to get stuck waiting on hold for them, losing precious minutes they could spend on other work or helping other customers?<\/p>\n The best part about relying on a website to share information about a business is the consistency factor. The content\u2019s written, the design\u2019s created, and it\u2019s all compiled into one cohesive and consistent story. The same goes for the other elements that go into a website\u2014including a live chat app. You can match the app to your branding. You can also provide support reps with scripts in order to ensure consistent responses to customer questions.<\/p>\n Thanks to cloud-based systems like WordPress, we can now hire the most qualified and talented individuals regardless of where they\u2019re located around the globe. Phone and in-person support generally relies on individuals who speak the native language of your company\u2014and to do so fluently. Live chat apps mean that you don\u2019t have to weed out the most qualified talent due to deficiencies in fluency, heavy accents, or even shyness.<\/p>\n For businesses looking to reach visitors worldwide, it can be difficult and expensive to provide live support if you don\u2019t have someone manning the phones 24\/7. With live chat, however, you can provide that round-the-clock support much more easily (if you want to).<\/p>\n If you use a chat app\u00a0that includes real-time analytics, anyone monitoring and managing the app can see what action visitors took on the site before engaging them in support. A personalized service experience isn\u2019t just good for improving the relationship with the visitor, it also helps cut down on time the visitor has to spend explaining what they were doing, where the problem was, etc.<\/p>\n As with other forms of live customer engagement, chat apps offer businesses the opportunity to actively upsell or cross-sell customers. The best part about this is that, because you have insights into what they\u2019ve been doing on the site, there\u2019s no need to wait until the purchase goes through and a follow-up email is sent. You can offer a relevant upsell opportunity right then and there.<\/p>\n\n
![\"Codeable's](\"https:\/\/wpmudev.com\/blog\/wp-content\/uploads\/2017\/01\/codeable-live-chat.jpg\")
The Pros of a Live Chat App<\/h2>\n
#1. Setup<\/h3>\n
#2. Cost<\/h3>\n
#3. Convenience<\/h3>\n
#4. Continuity<\/h3>\n
#5. Multitasking<\/h3>\n
#6. Consistency<\/h3>\n
#7. Quality<\/h3>\n
#8. Availability<\/h3>\n
#9. Personalization<\/h3>\n
#10. Upsell\/Cross-sell<\/h3>\n
#11. Exit-Intent<\/h3>\n
![\"LiveChat](\"https:\/\/wpmudev.com\/blog\/wp-content\/uploads\/2017\/01\/livechat-wordpress.png\")