As a WordPress expert with over 15 years of experience building and optimizing ecommerce sites, I can tell you first-hand that adding live chat is one of the best ways to boost customer satisfaction and increase sales.
In this comprehensive guide, I‘ll show you how to expertly install live chat on your WooCommerce store and use it effectively to drive more conversions.
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Live Chat Delivers a Big Conversion Rate Boost
The data clearly shows that live chat has a huge positive impact on conversions:
- Sites with live chat generate 143% more leads than those without according to Comm100
- Live chat improves conversion rates by 20% or more based on statistics from Kayako
- 75% of customers prefer chat over other communication methods like email or phone
It‘s easy to understand why live chat is so effective when you consider the psychology behind it:
- It provides real-time answers which people intrinsically crave
- Personalized service builds more trust than automated responses
- There is a sense of obligation to reciprocate when helped by a live person
As an ecommerce site owner, adding live chat checks all the boxes – increased satisfaction, convenience, and conversions.
Step-by-Step: How to Add Live Chat to Your WordPress and WooCommerce Site
Over 15 years of working on WordPress sites, I‘ve found tools like LiveChat and LTVPlus make it simple to integrate live chat with WooCommerce.
Here are the six steps I take when installing live chat for clients:
1. Install the LiveChat Plugin
First, install and activate the LiveChat plugin. You can find it via Plugins > Add New.
Once activated, it will prompt you to connect your WordPress site to your LiveChat account. Click "Log in" to integrate them.
2. Customize the Chat Window‘s Appearance
Next, make the chat window blend seamlessly with your brand:
- In LiveChat, go to Chat Widget > Customization
- Pick colors and themes that match your site‘s design
- Upload your logo and add social media links
- Customize the minimized window text and graphic
Matching your branding helps create a smooth user experience.
3. Set Up Intelligent Chat Routing
You want chats to be routed to the right agents automatically based on skills and availability.
Under Chat Settings > Chat Assignment, set up rules like:
- Send Spanish chats to Spanish-speaking agents
- Route technical issues to agents with technical product knowledge
This way chats are assigned efficiently to maximize customer satisfaction.
4. Use the Pre-Chat Form Strategically
The pre-chat form lets you gather key visitor info to personalize the experience.
In the Settings > Forms area, use the form to:
- Identify repeat/loyal customers to treat them specially
- Ask for details about their specific issue to route the chat appropriately
- Offer discounts via the form to incentivize conversion
5. Train Chat Agents on Your Products and Brand
Under the Team tab, add and train your chat agents:
- Invite them via email and set permission levels
- Require them to complete training on your product catalog and brand guidelines
- Monitor initial chats to ensure they deliver excellent service
Well-trained agents provide a superior customer experience.
6. Test the Live Chat User Experience
Check that the chat widget looks great and functions smoothly:
- Test on both desktop and mobile to catch any issues
- Make sure it‘s easy for users to initiate and connect to a chat
- Check that your pre-chat form and routing are working properly
With these six steps complete, your WooCommerce live chat service is ready to convert site visitors!
Advanced Tips for Boosting Live Chat Conversions
Here are some powerful conversion optimization tips I‘ve used over the years:
Target repeat visitors
Identify repeat site visitors and offer an exclusive discount code via chat. This converts window shoppers into buyers.
Offer strategically-timed exit-intent popups
Show the chat window via exit intent when someone is about to leave your site to re-engage them.
Monitor key metrics
Track ROI stats on agents as well as conversion rates to optimize live chat performance.
Combine with chatbots
Use chatbots to handle common questions and then pass qualified leads to human agents.
Follow up via email
If a chat doesn‘t convert, follow up via personalized email with a special offer.
Send post-chat surveys
Ask for feedback after a chat ends to improve both agent performance and UX.
Properly optimizing your live chat strategy can dramatically boost sales. Just make sure to avoid common live chat mistakes like lack of agent training.
The Bottom Line
As a WordPress expert who‘s set up live chat for many WooCommerce stores over the past 15+ years, I highly recommend adding it.
Live chat consistently generates more leads, higher conversion rates, and bigger order values thanks to real-time conversations. Tools like LiveChat and LTVPlus make the entire process easy to set up.
So if you want to delight customers and sell more, try adding live chat using this guide. Just focus on personalization, training, and optimization to maximize results. Let me know if you have any other questions!
