Explaining how to create a live chat on your site to better communicate with customers

Using a live chat system on your site is considered one of the best ways to improve customer service for your site visitors, as there is a large percentage of customers who do not want to wait for a response for a while, or rely on the comments system or email correspondence when they need customer service. But the live chat system solves this problem, and rather provides the best possible experience for the user, and is a very effective way to solve most customer problems, especially if your site is a services or products site. The customer always has questions before the purchase process, and a delay in responding may be a reason for the business to decline from completing the purchase. In today's article, we will provide you with a comprehensive guide on the easiest ways to create a direct chat system, whether via WhatsApp or direct chat within the site itself.

Contents of the article: The best WordPress plugins for making a chat. Activating chat via WhatsApp. Creating an internal direct chat system. The importance of adding a direct chat system to your WordPress site. First, let us explain to you the importance of adding a direct chat system to your WordPress site. It provides many advantages for both the owner of the site, service, or product and the customer. The most important of these benefits is the following: Live chat helps you answer all customer inquiries as quickly as possible, especially if you own a service or product website that will always be there. Questions about the product’s characteristics, the difference between it and other products, the warranty, arrival time, and many other points. Chat is considered an effective service in terms of responding to the customer, because the visitor’s reliance on the comments or e-mail system is mostly ineffective, as the customer sends the question and if the response is not clear, there will be a large percentage of him leaving the site rather than re-sending the question again in a clearer manner. Your answer may also generate another question for him, so he resorts to sending an email again and waits for a response. Installing a direct chat system on your site helps answer all the customer’s inquiries and discuss with him directly. There are some WordPress plugins that help you track the movement of visitors within the site in terms of open pages and the location of the cursor, which helps you provide the best possible assistance to him, and we will explain one of these plugins in the next paragraph.

There are some WordPress plugins that help you collect information about the visitor in terms of country, length of stay on the site, number of visits, number of visitors on your site, etc. You can communicate with customers in many different languages, by relying on direct translation of the conversation, or relying on one of the free translation sites, for example, Google Translate or Bing Translate, which increases the efficiency of customer service on your site. All of these previous points and features help you provide the best possible user experience to the customer, so let us now talk about the best WordPress plugins that help you create a live chat system, and we will explain them in detail and with pictures in the following paragraphs, starting from installation to adjusting all its settings, so follow the article with us.

The best WordPress plugins for creating a chat There are many WordPress plugins that you can use to create a many and varied direct chat system, and there are some differences in some of the sub-features, but in the coming paragraphs we will present to you the two best plugins that you can rely on any of them according to your desire. One of them will depend on creating a direct chat system via WhatsApp, and the other will depend on creating an internal chat system on the site without the need for any login system. Activating chat via WhatsApp First, you can install a direct chat system via WhatsApp, as it is a popular application for most users, and therefore you can design a chat icon that will convert the customer to chat directly with you on WhatsApp.

We will activate this option using the Join.chat plugin as follows: Click on Plugins from the WordPress side menu. Choose Add New from the Add-ons pop-up menu. You type the name of the extension “Join.chat” in the search list.

Click on Install Now to install the plugin on your WordPress site, then wait several seconds until it is downloaded and installed, and then click on Activate Now. After that, we adjust the settings of the Join.chat add-on by clicking on Settings from the WordPress side menu, then choosing Join.chat from the pop-up menu. The Join.chat settings menu will appear to you, as follows: Telephone: You write the WhatsApp customer service phone number to which the visitor will be transferred, but you must choose the country code in the box preceding the phone number. If you do not enter the country phone number, the add-on will not appear on any of your site’s pages, because it will be of no use in the first place.

Message: You write the message that will be sent to the customer automatically as the first message, and you can leave that message blank as you wish, but it is certainly preferable to write a welcome message so that it becomes more professional. Image: You choose the logo for the customer’s pop-up icon, and it will automatically be the WhatsApp logo. It is preferable to leave it as it is to indicate how the icon works correctly, or choose another image that is considered to be from WhatsApp. Tooltip: The message that will appear next to the pop-up icon for the client is written in it.

Position on screen: You specify where the pop-up icon will appear, either to the left of the screen or to the right of the screen. Button Delay: You specify the number of seconds after which the pop-up icon will appear, and the counting of seconds begins after the page is fully loaded. Mobile Only: You activate this option if you want this icon to appear when browsing the site from a mobile phone only.

WhatsApp Web: You activate this option if you want the transfer to take place and start the conversation on the WhatsApp application installed on your computer instead of the WhatsApp website. Call to Action: You write a welcome message that appears to the visitor when he clicks on the pop-up icon. For example, writing “You can contact us throughout the day and inquire about our services.” Button Text: You write the message that will appear next to the pop-up icon. Theme Color: You choose the color of the conversation template to match your site, and it will be traditionally green to match the WhatsApp logo.

Dark Mode: You activate this option if you activate the dark mode for the WhatsApp application. Header: You select the logo that will be located at the top of the conversation. You can put the logo of the tool or WhatsApp itself, or you can put the logo of your site, and this is definitely the best option. Chat Delay: You specify the number of seconds after which the WhatsApp conversation will open automatically without the visitor clicking on the WhatsApp icon. If you leave it zero, the chat window will not open completely automatically except when the visitor clicks on the WhatsApp icon.

Page View: You write the number of times the WhatsApp pop-up icon appears when the visitor navigates your site. For example, if you write the number 2, this means that the WhatsApp pop-up icon will appear on the first two pages the visitor moves to on your site only, and it will not appear after that, even if he moves to 10 different pages. Then the final step comes by clicking on the Visibility tab from the same settings page in preparing the chat system, which is specifying the pages that you want to appear in. You will then see all the pages of your site. Select all pages or specific pages as you wish, and then click on Save Changes. The final form of the Join.chat add-on after adjusting all its settings as previously will be as follows: When you click on the pop-up icon or the phrase “Do you need help?” the welcome message will appear as follows: If the customer wants to communicate with you directly, he will click on Start the conversation and will be transferred to WhatsApp to start the conversation. This is one of the effective ways to facilitate communication with the customer. Let us now explain in the next paragraph how to create a live chat system within the site itself.

Creating an internal direct chat system Some people may prefer to use an internal direct chat system that does not require login and does not transfer outside the site, whether to WhatsApp or other communication applications. Therefore, you can use an internal chat system using many add-ons, of which we will explain the Crisp add-on, as it provides you with a free internal direct chat system and many other sub-features that we will learn about in the following paragraphs. You can activate the add-on on your site by registering on the Crisp website and then installing the add-on on your site. Therefore, we will now go to the Crisp website and click on Use Crisp For Free. The registration page will open for you asking you for some simple data, such as: email and password, as well as your first and last name. Then you activate the I have read and accept Crisp terms of us option after reviewing it and then click on Continue in order to complete the registration process on the site.

You will then be asked to write your website name in the What is your website domain field, and it must be in the site.com format without any additions. After that, you write your website name in any language you want in the What is the name of your website field? Then click Continue. In this way, you have successfully completed your registration on the Crisp website to begin the second stage, which is installing the Crisp add-on on your WordPress site, by returning again to your WordPress site control panel, then you take the following steps: In the sidebar, click on the (Add-ons) tab. A drop-down menu will appear for you to choose from (Add New). In the search box, you will type the name of the add-on “Crisp” in the search list.

The required add-on will appear in the search results, which was developed by Crisp. You can install the add-on by clicking on Install Now, then wait several seconds until the add-on is downloaded to your site and click (Activate Now) to activate the add-on. Or read the explanation we prepared previously on how to install a WordPress plugin. Then, you will go to Crisp Settings from the WordPress side menu to choose Connect with Crisp in order to connect your WordPress site to your Crisp account.

You will then see a window asking you to agree to give your WordPress site permission to access your Crisp account. You must agree by clicking Continue. In this way, a direct chat system has been created within your site, and you can preview the final form by entering any page of your site to find that the form of the Crisp add-on is as follows: Then click on the pop-up icon to add Crisp. The conversation with customer service will start directly without the need to log in or go to an external social networking site in the following form: This is the form that appears to the site visitor. As for the site owner, he can preview visitors’ messages and respond to them through the WordPress control panel by going to the Crisp Settings page, until the page appears for you. Crisp add-on settings to choose from: Go to my inbox. You will find all your customers' messages and you can respond to them and identify the messages that have been completed and the messages that still need to be reviewed. You will find many other features that were a key factor in choosing this add-on over other add-ons, and the most important of these features are the following: The ability to communicate with the customer by making a voice or video call Determining the timing of the customer's visit to your site The ability to know the visitor's browser and his IP Knowing the pages that the visitor has visited on your site Using the smart browser, which is a browser that shows you the visitor's entire screen and his movement within your site in a way Direct, and this helps you understand the visitor’s problem and provide him with the best assistance. There are many other features in addition, but the most important of these features is also that it is free, there is no maximum limit on messages, and it is simple to use.

In this way, we have reached the conclusion of today’s article, after we explained to you the importance of adding a direct chat system to your WordPress site, and the method of adding a direct chat system, whether it depends on communication via WhatsApp or internal communication on the site. If you have a question, do not hesitate to comment below the article and you will be answered as soon as possible, God willing.