Keep up with your biggest ecommerce competitors. In this article, get the answers to what is live chat, how should you start, and why is it important.
Introduction
Live Chat has become increasingly popular with the rise of online shopping, booking, and services. Besides being a sign of the times, Website Live Chat is also incredibly convenient for both customers and businesses. Website Live Chat enhances the customer experience by offering personalized engagement and quick, convenient answers to any questions customers may have. No more waiting for hours on hold with customer service!
What is Live Chat?
Live Chat, or website live chat, is a feature on websites that allows visitors the ability to chat with human customer service representatives by typing text messages. This feature greatly improves customer service by diminishing waiting time for the customer and thus creates better customer satisfaction.
Why is Website Live Chat Important?
For businesses, having Website Live Chat increases revenue in several ways: It streamlines services by eliminating time spent answering redundant questions—in fact, it’s been estimated that Website Live Chat can reduce over 25% of customer service hours. Additionally, Website Live Chat can promote subscriptions, discounts, or relevant products, leading to increased conversions.
This conversational automation tool is being used by some of the biggest companies out there. But how does a small or micro business get started?
In this article, we’ll explore Live Chat – using PipeDrive CRM Live Chat as an example – and discuss why it may or may not be the best tool for you or your team. There are plenty of Live Chat tools on the market. Pro Tip: Start with something free, like HubSpot Live Chat, to help define your challenges and then progress to other Live Chat tools from there.
About PipeDrive CRM
PipeDrive is an all-in-one CRM. Some things it does well; others, it does not. However, it does have native API integrations to support products that may provide better features and support than PipeDrive.
Learn how to organize your contacts in PipeDrive here:
- How to Quickly Label Contacts in PipeDrive CRM – An organized business is a happy business. Learn how to label contacts in Pipedrive to keep your sales and business running smoothly.
Live Chat on PipeDrive: Migration of Live Chat Workflow
Both HubSpot and PipeDrive CRM LiveChats are very intuitive to set up. It is a good idea to take screenshots of the LiveChat workflow from PipeDrive before removing the service if you are migrating away from the platform.
Curious about Hubspot? Check out our two articles on Hubspot integrations for the best streamlined workflow imaginable:
- The Important Guide to Hubspot API Integrations for Small Businesses – Looking for ways to improve and expand your business? Explore the benefits of Hubspot API integration and how it can work for you.
- Hubspot Integrations with WordPress: Pros, Cons, and How to Get Started Quickly – Hunting for the perfect CRM for you? Get the inside scoop on Hubspot integrations with WordPress, what makes it different, and how to get started.
Live Chat Examples with ChatBot Integration
There is a plethora of tools out there that range in price and robustness, but ultimately, the right choice depends on your budget, needs, and wants. Keep reading below to learn NetworkAntics’ review of some of the popular Live Chat tools available today.
Zoho Sales IQ
Of the other Live Chat examples, Zoho Sales IQ is a knockoff of everything else out there. It’s free until you hit a limit of visitors on your website, then it is disabled until the next month. Alternatively, you can simply pay for their competitively priced premium version.
Hubspot Live Chat
HubSpot Live Chat has no limitations on the number of visitors per month before being rendered useless, but it does a poor job of integrating Live Chat conversations into the CRM component of the platform. It was a disjointed experience, but it’s a great starter tool, especially if you are having conversations on your phone app.
PipeDrive Live Chat
PipeDrive Live Chat discontinued development for the phone app as soon as we migrated to their CRM for better integration with Live Chat. They now promote Facebook Messenger and other third-party messaging platforms as alternatives. We quickly became dissatisfied with PipeDrive since they charged us the same price for fewer features.
What Independent Live Chat Should I Migrate to?
It is best to have native API integrations with the CRM you are actively using to accrue contacts for client engagement. Intercom comes to mind, but the price might scare you off if you are a micro business.
Aside from the other Live Chat examples, we have been experimenting with Crisp, which has a native API integration with PipeDrive and other popular CRMs. It gives us the perfect opportunity to start gradually dismantling our client engagement integrations with PipeDrive CRM. However, programming the Live Chat workflow in Crisp is a nightmare, especially with their inconsistent support. Your implementation success may vary greatly depending on which Crisp support team member you work with.
Bonus Resources
The world of online marketing and commerce is a constantly evolving landscape. To succeed, businesses need to be flexible and quick to adapt.
Whether you’re looking to enhance your marketing strategy or are new to ecommerce, this list of resources will help you get started in the right direction.
The following articles contain some of our best tips and tricks for optimizing your ecommerce strategy, no matter what your business needs. If you need personalized assistance, reach out to our team today.
- The ECommerce Road Map: How to Choose the Right ECommerce Platform Plus Our Review of 4 Popular Platforms – The ECommerce industry is booming. Get your business in the game by learning how to choose the right ecommerce platform to serve you.
- How to Choose the Best Ecommerce Platform for Selling Services – Thinking about selling your business’s services through your site? Fully understand your options in order to make the best choice for your business.
- Find the Best eCommerce Development Support Options for Your Business with 6 Real World Examples – Set yourself up for success with online sales. Demystify online selling with this article on ecommerce development support.
- Configio Ecommerce API Integration Support: How We Combined the Benefits of ECommerce and a Marketing CRM Into 1 Powerful Integration – Online shops are nothing without good marketing. In this article, discover how we changed the ecommerce game with our Configio ecommerce API integration support team.
What is Live Chat? Plus 3 Quick Reviews of Popular Live Chat Examples Summary
Live Chat is an essential tool for any business looking to improve customer engagement or enhance their customers’ online shopping experience. Automating the customer service workflow frees up your employees to focus on more important tasks and can also help save your budget by reducing overspending on employee hours.
While there are many Live Chat examples available, you’ll need to consider the native API integrations with your CRM and your specific needs from a Live Chat tool.
In our next article, we’ll explore Crisp Live Chat and how to get your workflow set up to begin automated customer service. Contact us today if you have any questions.