Wednesday, May 18th, 2022

3CX Live Chat Review: All in One Tool for Effective Communication

In our busy everyday lives, we find ourselves running from one point of interest to another, usually by the evening when we can finally relax. Such a hectic schedule has made speed a priority – how fast we can complete one task before we finish the next one, and then the next one, and so forth.

These habits of ours can be seen, among other things, in our communication – everything from social media and business/business communication (in most cases) to even our personal lives – everything is brief and to the point. Long emails are a thing of the distant past. When was the last time you used your phone for non-emergency calls that are not your parents and/or 70-year-old grandmother; We now order our food through apps too.

With everything laid out this way, it’s only natural to transfer all these habits and tendencies to the web. There isn’t much of a difference between our real life and online personalities, especially with regards to communication – we’re sharing our content (whatever it may be), looking for momentary feedback and quick responses, and that’s only is for reactions to something. We have shared for ourselves; Imagine how much scrutiny we have for the services we use and the products we buy. Of course, you can’t interact with the services and products, but you can certainly interact with the sites that offer them.

get ready to chat

You’ve probably already noticed a growing number of sites that have replaced traditional contact methods like forms and email with direct chat. Users are more comfortable using something they already see on a daily basis, and the information you get is almost instant. Therefore, it is important to find an app that implements this feature on your site. We have found that 3CX Live Chat works to a very high standard.

It’s an all-in-one solution that gives you a lot more than just adding a chat button to your pages, and we’ll cover everything from the installation process to the advanced features you’ll need to set up later. Will see something Note that we will be focusing on the plugin for the WordPress version of the app, but it is also available for Drupal, Joomla, Wix and Weebly.

free calls and videos

There are two main things that immediately separate 3CX Live Chat from similar services on the market, the first being the added call and video features. For the most part, you’ll probably be using chat for direct communication with visitors to your site because it’s most practical. However, if for some reason you need to change this, that chat immediately becomes a call or video call, changing how everyone sees your site.

The best part is that they are not even extra features, but rather the fact that you can get the service for free for a year. No hidden message caps or limited service; All features, regardless of which way they are hosted, which we will learn about soon, can be yours at this time at no charge.

If you’ve ever been considering adding a chat function (or, in this case, call and video call functions), this would be the perfect time to set it up and reap the benefits.

To start

There are a few ways to get started with the service – choose the hosted version, where you don’t need to install or maintain anything except work on 3CX, or you can download and install it locally or on your cloud. Huh.

Simply put, the hosted option seems like a good way to go, especially if you’re new to the whole website management game and want to outsource as much technical work as you can.

There are some conditions for using the hosting service, but nothing in general. We can use a register-based SIP trunk and your IP phone is running behind a 3CX SBC. In return, you are provided with a complete system, OS and network management, automatic upgrades and updates, daily backups and 24/7 system monitoring.

Before you go to work, you’ll need to create one if you don’t already have one. Then, it’s a simple matter of following the step-by-step instructions through the installation wizard. Once the installation is done, to fully take advantage of all the features, you can install the mobile app which ensures a remote way of giving feedback in chat, anytime, anywhere. In addition, you will be able to integrate your Messenger/Facebook app and SMS messaging into 3CX to create the ultimate messaging tool.

plugin

So now that you’ve done everything you need to do on the app’s site, it’s time to go back to your WordPress backend and set up the plugin. It goes from the basics that have to be covered for plugins to work to more advanced options, which you can leave or change at their default values ​​(the plugin will function either way).

the basics

Naturally, Chatbox needs to be enabled for everything to work. However, if you’re ever in a situation where you need to turn the feature off, it’s useful to have an on/off switch. For example, if you are doing serious testing or temporarily closing the chat. All other settings remain in place, so if you ever need to bring the chat back, it’s just a click away.

Enabling 3CX Live Chat

Other things included in the general settings revolve around your users – if an email and/or name is required to use chat, or if signed up, users are automatically sent when using chat will be recognized. Other simple but useful options include enabling chat on mobile devices, playing sound, and deleting the database in case of uninstallation.

And going down, we get to the “Filters” section, to decide more precisely where you want to include or exclude chat windows. You can differentiate between your home page, individual pages, and post types. Some sites prefer to have the chat option only on the contact and/or help pages, so having the option to mix and match so easily helps a lot.

3CX Live Chat Settings

Additionally, if you have Google Analytics enabled, there is a special feature that lets you integrate data from the plugin and analyze it to give you even more insight into the behavior of your visitors and your backend staff.

show it good

Content, of course, is important, but that first impression is the key to getting the “real stuff” to a visitor. Therefore, like everything you display on your site, you need to include chat windows to be both thematic and relevant to the fit. To do this, two classes are used – Chatbox and Styling.

3CX Live Chat Box Settings

Chatbox settings mainly focus on the language to be displayed as well as the language to be displayed and the position of the chat window.

3CX Live Chat Box Styling

Apart from this, you will get to set your own icons, logos and images. Chat icons have a few widely recognized icons, so avoid changing them too much. On the other hand, uploading your logo to Window is the perfect way to additionally increase your brand awareness; Plus, adding a picture of a customer service agent makes the whole experience more personal from a visitor’s point of view.

3CX Live Chat Visibility

You can also choose whether Greeting will welcome visitors and choose which platform the Greeting will be present on. Finally, there is an alternative to some social media plugins that you should definitely take advantage of, considering how they are such a big part of any marketing strategy nowadays.

3CX Live Chat Welcome Message Settings

Styling options are all about the looks. You’ll get to change the color theme – it’s smart to choose one that fits well with the overall design of your pages, but is also slightly different, to emphasize it somewhat. Along with themes, you’ll get to choose from different titles, labels, automatic messages, and animations. These are all the little things that, when added, give the feeling of an approachable and professional site and, subsequently, the potential services or products the site provides.

3CX Live Chat Preview

downtime

If you don’t provide round-the-clock, 24/7 support, it’s important to notify your visitors of their input via automated offline messages. This can range from being aware of your working hours to confirming that their message has been received or that there is an error in their input (a bad email address, for example).

3CX Live Chat Downtime Settings

Putting up automated messaging is important because it doesn’t leave your visitors wondering if whatever they relayed has reached someone on the other side (with relevant information and instructions about automated emails when they’re out of the office). I think). The great thing is that you can set everything up and turn it on or off with just one click.

Speaking of working hours, there is a specific section dedicated for you to configure. The way you set up your data here, it will then be pulled in for all the other features of the plugin. Just remember to update your times if they ever change.

3CX Live Chat Operating Hours

other features

If you don’t touch on any of the other features that 3CX Live Chat has to offer, both you and your visitors will have the full experience that is originally intended. However, there are other things you can look at to expand the overall functionality even further. For example – chat server, which can be standalone or run through 3CX (if you chose the former, you need to set it up separately, but the latter can be configured within the plugin itself May go).

3CX Live Chat Server

You will get the flexibility to set privacy settings like data retention or creating custom notices, which is much more important with the advent of GDPR. Also, for the more experienced, there is the Gutenberg Blocks and Embedded Code section where you can examine the underlying code and even more if you think there is something that could be improved.

3CX Live Chat Gutenberg Block

console

By using 3CX Live Chat, you also get access to the admin console. Here you will find your analytical data, how to configure users and rules, call logs, etc. The limited user interface of the WordPress dashboard has prompted developers to create their own. If you’ve ever used services like Google Analytics, you’ll be familiar with the layout because the concept is similar.

3CX Live Chat Console

Keep in mind that in order to master all of the many features, you’ll have to go through a learning curve; You won’t be able to pick it up right away and go full speed. Once you handle things, a lot of opportunities open up for you. The very first thing that will need to be addressed is the user and their level of access, as well as their basic information, phone, extension etc.

Joining Individual Agents Those are the Ring groups you’ll get to set up. Ring groups act as group extensions where all phones will ring until a connection is made.

The report includes a call log where you can scan each call in more detail. If you find that some are particularly problematic you can go through the default security setting and change them, even blacklist numbers and IPs.

Scheduling and reviewing backups is also something that is done through the console as opposed to a plugin. In general, the more you get into everything, the more you realize there are tons of things to do, so give yourself time and take it step by step.

Summary

From a newcomer’s point of view and an experienced user’s point of view, 3CX Live Chat Service & Plugin represents a robust tool that will cover everything you need in a chat-providing app, including call and video call features, is rare.

Additionally, just to reiterate, the entire service is absolutely free for an entire year. Taking everything into account, you owe it to yourself and your visitors to, at least, give it a try.

Source link