According to statistics, more than half of all customers prefer to talk to someone in real-time. This means that one of the best ways to increase customer satisfaction is by installing a live chat solution.Live chat solutions can often be one of the simplest and easiest ways to increase #customer retention, engagement, and #lead conversion. Click To Tweet
That is all well and good if your live chat service offers simple queries. In case a user submits a query that is hard to handle over the standard live chat system, you might be in a tight spot. This is where 3CX live chat comes into play.
This text will cover the 3CX Live Chat solution in detail, together with its accompanying plugin and console. Let’s start by talking about the live chat solution in general.
3CX Live Chat
This is one of the easiest and simplest ways of turning visitors into new leads. Upon landing on your website, you can give them a customized greeting according to business working hours and other preferences. While browsing your products or services, you can give your visitors real-time advice, which can clear doubts and increase customer retention.
Also, if an agent was involved in communication, the visitor can rate the agent through the live chat rating system.
Audio and video calls
The next feature is very important and one that differentiates 3CX Live Chat from its competitors. If your visitors still have doubts or uncertainties after using the live chat system, they can quickly switch to a voice call or even a video call. The voice and video calls use your browser.
They are a quicker way of resolving your customer’s issues. You also save a lot of time for your customers; they won’t have to go down to the contacts section to see which phone they have to call to get the necessary information. The call button is right there, in the chat window. Many customers will be thankful for this lower contact barrier and will thus be more inclined to use the service.
Integrations and chat features
Another awesome feature of this system, which will undoubtedly save you a lot of time and headache, is its widespread integration. The system offers full support for Facebook and SMS messaging. The chat system is also available on many different platforms, most notably WordPress, Drupal, Joomla, and many others.
To get proper information and responses, the visitor can select the department they want to speak to. The system can also assign messages to specific groups automatically.
If you’re getting a lot of messages from different visitors, you can easily manage them with the queue-based group handling of chats. This is an extremely helpful option for your agents. When it comes to ticket submission, they can automatically be assigned to the first user or agent that responds to a given chat.
Fees and hosting
You might think this is all great but probably costs a lot, and there is no way for me or my company to test the system. You would be wrong for thinking that as they have a special offer where you can get the whole tool for free for a whole year. However, we need to stress that there are two different versions of this tool, the on-premise one, and a hosted version.
With the one-year free plan, you won’t have to worry about setting it up if you opt for the hosted version. In essence, nothing is stopping you from trying this amazing tool and seeing the benefits firsthand.
When it comes to deployment options, there are three different types. Firstly we have the aforementioned hosted option where the updates and hosting are managed directly by the 3CX. The second and the third options are the ones where you are involved in the installation process.
You can choose to deploy the tool in your cloud, using Amazon, Google, Azure, or other providers, or you could deploy it on-premise on systems that run Windows or Linux. Another interesting option is deploying its owner Raspberry Pi.
With so many different options, the tool is extremely flexible and can be perfect for many businesses.
3CX WordPress plugin
Let’s focus on the live chat plugin for WordPress. In the example shown in the picture, we can see that the live chat has two different options, a “Chat with us” option and a “Call us” option. To access these functionalities, you have to click on the little chat bubble in the bottom right corner of the example website.
Now, as with any quality plugin, there are a lot of customization options for changing how, where, and what is presented in the chat window. There are multiple setting sections for this plugin. We will now go to do settings options and see how they affect the plugin’s appearance and behavior.
As the name implies, this option contains most of the general settings relating to the plugin, such as enabling or disabling the chat option and excluding it from the Home and Archive pages. If that’s not enough customization for you, you can pick and choose which pages will have the chat window as well.
This Is where you are going to be customizing the appearance of the chatbox on the website. In this section, there are options such as alignment, automatic chat box pop-up, chatbox height, and what to display in the chatbox. You can also customize the icon, logo, and the agent’s default picture. Additionally, there is an option to include Facebook and Twitter URLs.
what are you supposed to do when someone is messaging you outside of your usual business hours? You could use the offline messaging feature. In this section, you can set up various pre-recorded text messages. You can customize the message that will pop up when someone opens the chatting window while your agents are offline. After sending a message, the visitor will receive a message notifying them that their query has been received.
The Styling section, as its name suggests, is responsible for the appearance of the chatbox. Here you can choose the color theme of the chatbox and customize various functional buttons. There are four different animation options for the chatbox: slide up, slide from the side, fade-in, and no animation option.
Chat operating hours
This panel allows you to customize the operating hours of the live chatbox. You can easily customize the schedule for each day of the week. This is useful if you only want to have your chat box available when your agents are working.
Here you can set up Advanced chat features. The most notable option is choosing which services you want to be included. Do you only want to chat functionality or the whole deal, video, phone, and chat, or something in between?
As the name already suggests, this section of the settings is related to customizing Gutenberg Blocks. You can enable, change their size, select and customize the logo icon and even use a custom HTML template.
This tab contains the code that corresponds to your chat box settings. There is a download button below the code preview, where you can get the CallUs.js file. This makes it quite easy to host it within your site server.
The tool also comes with a handy console that serves as a sort of technical hub containing detailed information regarding the tool’s usage. There are many technical and detailed options here, and we will just cover basic and general features.
You’ll have a basic overview of the whole tool from the central dashboard, with information such as memory and CPU usage. You can also get a lot of information about the calls themselves if chat logs are enabled. There is also a separate tab for automatic backups.
The final table contains general information about the tool. You can see your license number, product package, the number of sim calls you can have, version, and other technical data.
There is a separate users section that is used for adding and editing users or agents. You can easily add new users with the “+ Add” option. You can also edit any information you’d like by clicking the “Edit” option.
There are also sections that are used for adding and editing inbound and outbound rules. One of the most important options for implementing and using a live chat feature is chat and call logging.
There is also a plethora of security options that will ease the minds of even the weariest off users. You can allow certain country codes, separated by a continent, change admin credentials, blacklist unwanted numbers and prank callers, and much more.
There are many more options, mostly technical, and we won’t cover all of them here. The main thing to get from this section is that the console is a central hub for reviewing the operations of live chat. The console contains all of the necessary options, filters, and items needed to monitor and maintain the tool.
To summarize, the 3CX Live chat is a powerful arsenal of tools aimed at solving the communication problems between the website visitors and the company offering goods or services on the said website. The multichannel integration and the offering of both audio and video calls are something that separates this tool from the competition.
And the best thing that we have to mention once again is that you can try the tool for free. The special offer gives you one year of free usage, with the hassle-free hosted option of the Live Chat tool.
Considering the level of customization, adaptivity, and usefulness that this tool provides, we highly recommend that you give it a try.