When you’re running a site that requires direct interaction with your visitors such as web shops, various services (bank, phone company, travel agency etc.) or something similar it’s paramount to make it so that your visitors have “direct line” to your support staff. Back in the day, you would usually send a mail, or fill out a support ticket, but nowadays when we have less and less time those practices are becoming obsolete.
Giving immediate support and, at best resolving the issue fully, or at least acknowledging it thus beginning the process for a resolution, is something that’s expected of a provider.
The easiest way to do this is by providing your visitors with a platform they’re already familiar and comfortable with. Nothing epitomizes this as a chat box/window. Anybody growing from the nineties onward has had experience with using chats in one form or another. They’re simple, real-time and provide the arguably most effective solution for direct contact other than calls.
Over time this type of interaction has evolved to a state where SMS (in its traditional sense) is also obsolete, replaced by various messaging apps. One of the most popular
Source: https://managewp.org/articles/18443/whatsapp-chat-for-wordpress-send-messages-directly-to-agents
source https://williechiu40.wordpress.com/2019/03/12/whatsapp-chat-for-wordpress-send-messages-directly-to-agents/
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