What is needed for on-line chat facility

[Trapbarn]

I have eCommerce business and want to consider offering an on-line chat facility- either text based of face2face video call because i get a lot of queries about the product and how best to use it. I have lots answers in mt FAQs section but I find people phone up with other queries. Having a video link might enhance sales.

Does any one have advice to offer about how to set this up? Like is there a plugin for Wordpress or Woocommerce that can handle it without writing special code?

 

[Mark T Jones]

I use Drift - with minimal IT skills have installed and use it myself

 

[A Cik]

I use Tawk which is free of charge and also has the option of offering video chat, which is chargable

 

[fisicx]

There are loads of live chat plugins for Wordpress.

But the question is: why do so many people ask questions? Might be better to fix the site first so fewer questions need to be asked.

 

[Trapbarn]

There's nowt wrong with the site. There's lots of "How to" guides and FAQs but quite a lot of my customers arn't too web browsing. Some prefer to talk to a real person and if they were to chose to use video chat, I could demonstrate how best to use the product and it would give me a good opportunity to "sell" the product.
Personally, I don't like text based chat bots because my keyboard skills are not too fast so I tend to prefer a face 2 face chat. That way it's easier to get more information and ask secondary questions.
Ideally I'd like a video chat system that could be available during a set time window every day.

 

[fisicx]

I beg to disagree. I’ve seen the site and I got confused. There are loads of simple changes you could make to improve things. That way when you do chat they will be better informed.

As an aside, why not just use WhatsApp. No need to install anything.

 

[Trapbarn]

@fisicx​

I would welcome your comments and suggestions and what about it you found confusing. And if there are simple changes to improve things then I'm all for it.

 

[fisicx]

if you upgrade your membership you can get a website review.

 

[Trapbarn]

@fisicx​

Naturally you are free to slag off the site but the site works because it pulls in business. I didn't ask for a review, I just challenged the derogatory assessment you made without providing any evidence.

 

[fisicx]

It wasn't derogatory. I was just pointing out that a few simple fixes would reduce the number of inquiries.

Here's the freebie. On your Fenn Trap page the link to the FAQ is right down the bottom of the page. Which means most won't see it. The FAQ should be in the product page and not have the 'onclick' function (which incidentally hides the content on hover). Does the FAQ reflect the questions you get asked about the product? Are you constantly updating the content to reflect what customers are asking?

Both the Mk4 and Mk6 claim to be the best trap for rats. They can't both be the best.

 

[Emedias]

There's a few Live Chat systems for WordPress (and websites generally) but some are a little bloated. I would recommend Crisp Chat which is decent from a performance point of view and works well on a FREE account too.

Create an account and download their free plugin for easy integration.

 

[JamaC]

Why use video chat for demonstrations, when you can create demonstration videos for your site..?

The amount of time spent attending to customers via the chat, can be reduced by adding videos to show how the item(s) work.

Utilise your time by focusing on what can be done to improve the usability of the website, especially for those who are not that tech savvy. I would suggest user testing or a website review as mentioned above.

The website may work and pull in business, but the point made by @fisicx is 100% valid.

Focus on what is causing them to want to speak to staff and adjust the site where necessary. So they don't need to speak to anyone

"The best customer service is if the customer doesn't need to call you, doesn't need to talk to you. It just works." - Jeff Bezos

 

[Blacklaw]

I use tawk.to, which is free.... but I barely ever get any chat requests.