HelpCrunch – Live Chat, Chatbot & Knowledge Base for Customer Service vs Rock The Slackbot

Take your customer support to the next level with the HelpCrunch WordPress plugin. Do you think it’s a tough nut to crack? Not at all! Thanks to our full-house solution, you can: Deliver second-to-none customer service Chat with website visitors in real time Automate routine tasks with chatbot Manage conversations from Telegram, Facebook, Instagram, or Viber by integrating them with HelpCrunch Catch valuable leads’ attention Encourage customer self-service with a multilingual knowledge base But that’s just scratching the surface. Let’s take a deeper look at HelpCrunch’s advanced toolset. 💬 LIVE CHAT Being the platform’s flagship feature, live chat helps you solve customers’ queries like a pro, acquire more clients and process requests in the nick of time. Auto messages for reaching out to clients proactively based on their behavior, e.g. exit intent time, time on page, last visit, etc. In-app messages for targeting users and educating them about your product or service, for instance during onboarding, upselling, feedback gathering, etc. Canned messages for streamlining service reps’ workflow. Create answers for FAQs beforehand and use them in live chat or chatbot conversations any time you need to be more productive. Knowledge base integration for making clients’ lives easier. They can search for the information without waiting for a rep’s reply, or you can send them a knowledge base article right from the live chat window. Live chat widget customization for sticking to your brand’s identity. Tweak the live chat button, choose its color scheme, add agent avatars, and do so much more. Reports for tracking team’s performance, customer satisfaction rate, first resolution time, and other metrics. Assignment rules for automating and assigning chats or tags for easier workflow. Round-robin chat assignment for distributing new chats between your team members equally. Live chat transcripts for sending the entire conversation to clients so that they have everything at their fingertips. LIVE CHAT INSTALLATION PROCESS You don’t have to be a mastermind to add the HelpCrunch live chat on your WordPress-powered website. Just follow this step-by-step instruction: STEP 1. Log into your WordPress account. STEP 2. Find the Plugins section and press Add new. STEP 3. In the Search box, type in HelpCrunch. STEP 4. Hit Install and Activate. STEP 5. Log in to your HelpCrunch account in a separate browser tab. STEP 6. Go to Settings → Channels → Website Widgets and choose the widget you’d like to install on your WordPress website. STEP 7. You will be redirected to the Installation page. Select WordPress installation guide and copy the code snippet from the HTML box. STEP 8. Go back to your WordPress account and find the HelpCrunch live chat widget under installed plugins. Open plugin Settings. STEP 9. Paste the copied HelpCrunch code snippet into the HelpCrunch Code field and save changes. Now our live chat widget is displayed in the bottom right corner of your website. If you have any problems with the setup, please check the installation guide. If you have any questions, just log in to your HelpCrunch account and chat with us. We’ll help you with everything 🤗 📱 MESSENGERS INTEGRATION Your customer service can be a great differentiator and help you stand out from the competition. Delighting your customers should be a top priority, and one of the best ways to achieve this is by communicating with them in the most convenient way possible. Luckily, HelpCrunch integrates with a range of popular messaging applications, such as: Facebook Messenger Instagram Telegram Viber WhatsApp (coming soon) Such integration can help you provide a seamless customer experience. No matter which channels your customers are using to interact with your business, you will be providing the best possible customer service. Furthermore, HelpCrunch can help your team save a lot of time and effort. Our shared inbox provides an intuitive interface for managing all customer requests from multiple channels in one place, without having to switch between different tools. 🤖 CHATBOT The new feature will ease the burden of your groovy tasks. Our chatbot is called HelpBot and has the power to support users 24/7, catch and qualify valuable leads, and encourage customer self-service. Do all chatbots have a seamless installation process? The one from HelpCrunch does! Our chatbot builder is completely code-free, so you can set it up on your website in minutes. Thanks to the pre-made templates, you can decide on the goal your bot will pursue: Collect contact details Qualify leads Offer a special discount Collect details about issues upfront Route new chats to the dedicated team Or create your own template from scratch! HelpCrunch’s chatbot is really cool because it works not only in the live chat widget, but also in popular messengers such as Facebook, Instagram, Telegram, and Viber. You might think that chatbots are a tricky feature to install. Check out our article where we shared all the ins and outs of creating your first flow. Trust us: implementing chatbots has never been that easy! 📚 KNOWLEDGE BASE Knowledge base software from HelpCrunch allows you to build a resource hub of your dreams without much hassle. Not only is it SEO-optimized but also feature-rich and multilanguage. With just a few clicks, you can create a well-oiled information hierarchy with a user-friendly WYSIWYG editor: draft new articles, add categories, and develop sections in your knowledge base. All articles are marked as “Draft” by default at the editing stage, so you can decide when it goes public. A “Preview” option is also available here: check your article first and post it! 📨 EMAIL AUTOMATION Whether you have a newsletter coming up or a one-time offer – take advantage of email marketing feature from HelpCrunch: Share company news and product announcements with your clients via perfectly built emails. Automate your marketing campaigns with email auto messages, engage existing users, and re-engage inactive ones. Create your own custom email templates or leverage ours. Monitor campaign performance with in-depth analytics. Set up email notifications not to miss a single letter when your team is offline. Send manual or auto follow-ups every time your message is unseen. Set up email forwarding to put an end to unread messages once and for all. 💁🏻‍♂️ SHARED INBOX Multi-channel customer support is now becoming a reality with the HelpCrunch shared inbox solution. No matter the size of your team, you can ease its life with a shared inbox. Owing to this helpful feature, everything is gathered under the same roof. Have your staff manage incoming conversations from live chat, social media, chatbots, and email together, leave dialogue private notes for each other, and more. Detailed customer profiles won’t let you forget a single detail about a client because such data as phone number, location, or device is safely kept. With our shared inbox, one customer service agent can handle up to 5 chats simultaneously thanks to such powerful options as tagging, rich customer data, private notes, snoozing chats for later, or assigning conversations (both manually and automatically). Live reports & analytics let you gauge your team’s productivity at a glance. Just choose a period of time and see where you need to improve your strategy. By the way, to always keep your finger on the pulse, use conversation rating to assess customer experience after closing a live chat. 🖼 POPUPS Do you want to catch your website visitors’ attention in a smarter way though have no clue how? HelpCrunch has! With our popup builder, you can be sure that no information will slip through the cracks. It offers everything you have ever wished for a perfect engagement action plan: Full customization including the opportunity to change popup appearance (popup templates, texts, animations, color schemes, and more) so that your popup is more noticeable. Popup display options: there are rules to choose from, such as browser language, current URL, number of page views, etc. Set them up and shoot a popup at the right time for the right audience to get maximum results. Live reports for optimizing popup real-time performance as people click on it. 🔗 OTHER INTEGRATIONS There is also a massive integration list to integrate HelpCrunch with your favorite tools (more integrations are on their way, so stay tuned!): Zapier Slack Google Tag Manager Google Analytics Shopify Squarespace Jimdo 3DCart Big Cartel SOUNDS INTRIGUING? BOOK A DEMO TO DISCUSS THE DETAILS AND START YOUR JOURNEY WITH HELPCRUNCH! CUSTOMER TESTIMONIALS ABOUT HELPCRUNCH – THE ONE-STOP PLATFORM FOR BUILDING STRONG RELATIONSHIPS WITH CLIENTS “HelpCrunch enabled us to manage our customer support and email automation via one platform which led to improving customer support performance by 40%.” — Valery Kurilov, CEO @ SE Ranking “We had a call info line we wanted to get rid of and have everything online in the live chat. So, that was the reason why we switched to HelpCrunch.” — Jan Střecha, Marketing Manager @ Rekola “Once we started using HelpCrunch software, we were able to return €14.8 euros on each €1 paid for HelpCrunch.” — Fitlap “Nobody’s doing the GDPR preparations the right way. We wanted to make sure we’re ready for it, so it was crucial for us to choose a compliant tool and not to worry about legal complications afterward.” — Max Bondarenko, CMO @ Revenue Grid

What is Slack? Slack is a team collaboration tool that offers chat rooms organized by topic, as well as private groups and direct messaging. It’s a great way to be productive with your team without clogging up your inbox. What is A Slackbot? Slackbot is Slack’s built-in robot, which helps us send messages to you and your team inside your Slack account. Why Rock The Slackbot? Because it can help you manage your websites, and stay on top of changes, by sending notifications (following numerous WordPress events) to your Slackbot who will pass them along to a channel or direct message in your Slack account. Rock the Slackbot is multisite-friendly. Rock the Slackbot sends customizable notifications for the following events: When a post is published When a post is unpublished When a post is updated When a post is deleted When a post is trashed When a comment is added When a comment is approved When a comment is unapproved When a comment is marked as spam When a comment is trashed When a 404 error is thrown When a menu item is deleted When media is added When media is edited When media is deleted When a user is added When a user is deleted When a user’s role is changed When a plugin, theme, or core update is available When a plugin, theme, or core is updated I’m working to add the following events: When menu item is added When plugins or themes are uploaded When plugins or themes are activated Each event can be customized to allow you to send different event notifications to different Slack channels, e.g. you can send core, theme and plugin updates to your “wp-development” channel while all of your post changes go to your “wp-content” channel. Please use the Issues section of this plugin’s GitHub repo to suggest features, like other notification events. A Slack account is required to use this plugin and is free to use for as long as you want and with an unlimited number of people. Visit the Slack website to learn more and sign up. Send A Simple Slack Message You can use the following send_webhook_message() function to send a simple message to your Slack account. The function accepts the following parameters: $webhook_id_or_url – provide the webhook URL or the ID of one stored in settings $message – the message you want to send $channel – OPTIONAL – the channel you want to send message to. Prefix with # for a specific channel or @ for a specific user. Will use default channel if nothing is passed. // Use this function to send a simple message to Slack rock_the_slackbot()->send_webhook_message( ‘564d3c1cdf52d’, ‘this is a test’, ‘#testchannel’ ); Filters Rock The Slackbot has filters setup to allow you to tweak each WordPress notification before it’s sent. You can setup a filter for all notifications or drill down by event or specific webhook. Each notification filter passes three arguments: $notification – an array containing the notification information: webhook URL (the URL for your Slack account) and the payload (all of the information being sent to Slack) for the notification $notification_event – the slug of the notification event Will be false if you send a custom Slack notification that doesn’t involve a WordPress event $event_args – an array containing notification event specific information Will be false if you send a custom Slack notification that doesn’t involve a WordPress event See Notification Events below to learn which information is passed to the filters for each notification event. Filter all WordPress notifications add_filter( 'rock_the_slackbot_notification', 'filter_rock_the_slackbot_notification', 10, 3 ); function filter_rock_the_slackbot_notification( $notification, $notification_event, $event_args ) { // Change the pieces // Return the notification return $notification; } Filter WordPress notifications by webhook ID // You can find the ID for each of your webhooks on their edit screen in the admin add_filter( 'rock_the_slackbot_notification_(webhook_id)', 'filter_rock_the_slackbot_notification_webhook', 10, 3 ); function filter_rock_the_slackbot_notification_webhook( $notification, $notification_event, $event_args ) { // Change the pieces // Return the notification return $notification; } Filter WordPress notifications by event slug // The event slugs are listed below add_filter( 'rock_the_slackbot_notification_(notification_event)', 'filter_rock_the_slackbot_notification_event', 10, 3 ); function filter_rock_the_slackbot_notification_event( $notification, $notification_event, $event_args ) { // Change the pieces // Return the notification return $notification; } Filter all outgoing webhook payloads that are sent to Slack Whether it’s a WordPress notification or a simple Slack message, all messages to Slack are sent as a payload in an outgoing webhook. This filter allows you to change any payload sent to Slack in an outgoing webhook. add_filter( 'rock_the_slackbot_outgoing_webhook_payload', 'filter_rock_the_slackbot_outgoing_webhook_payload', 10, 2 ); function filter_rock_the_slackbot_outgoing_webhook_payload( $payload, $webhook_url ) { // Change the payload // Return the payload return $notification; } Notification Events Including event specific information passed to filters for each notification event. Content post_published Passed To Filters post – the WP_Post object data of the post that was published old_post_status – the status of the post before it was published new_post_status – the current status of the published post post_unpublished Passed To Filters post – the WP_Post object data of the post that was unpublished old_post_status – the status of the post before it was unpublished new_post_status – the current status of the unpublished post post_updated Passed To Filters post_id – the post ID of the post you updated post_before – the WP_Post object data of the post before it was updated post_after – the WP_Post object data of the post after it was updated post_deleted Passed To Filters post – the WP_Post object data of the post that was deleted post_trashed Passed To Filters post – the WP_Post object data of the post that was trashed is_404 Passed To Filters url – the URL that threw the 404 error referer – the HTTP referer (may not always be defined) ip_address – the IP address of the user who visited the URL (may not always be defined) user_agent – the user agent of the user who visited the URL (may not always be defined) wp_query – the WordPress query variables mysql_request – the MySQL query request Menus menu_item_deleted Passed To Filters menu – the WP_Post object data of the menu that held the menu item menu_item_id – the post ID of the menu item that was deleted Media add_attachment Passed To Filters attachment_post – the WP_Post object data for the attachment you added edit_attachment Passed To Filters attachment_post – the WP_Post object data for the attachment you edited delete_attachment Passed To Filters attachment_post – the WP_Post object data for the attachment you deleted Users user_added Passed To Filters user – the WP_User data for the user you added user_deleted Passed To Filters user – the WP_User data for the user you deleted set_user_role Passed To Filters user – the WP_User data for the user whose role was changed current_user_roles – the current user roles for the user whose role was changed old_user_roles – the old user roles for the user whose role was changed Updates core_update_available Passed To Filters current_version – the current version number of WordPress core new_version – the version number for the WordPress core update core_updated Passed To Filters current_version – the current version number of WordPress core after the update old_version – the old version number for WordPress core before the update plugin_update_available Passed To Filters plugins – includes an array of the plugins who have updates available plugin_updated Passed To Filters plugin – includes an array of the plugin(s) that were updated theme_update_available Passed To Filters themes – includes an array of the themes who have updates available theme_updated Passed To Filters theme – includes an array of the theme(s) that were updated Filter Examples You can use a filter to change the Slack notification to go to a different Slack channel according to post information, like the post category: add_filter( 'rock_the_slackbot_notification', 'filter_rock_the_slackbot_notification', 10, 3 ); function filter_rock_the_slackbot_notification( $notification, $notification_event, $event_args ) { // Only run filter for specific events switch ( $notification_event ) { // This way you can set which events you want to use case 'post_published': case 'post_unpublished': case 'post_updated': case 'post_deleted': case 'post_trashed': // Get category names $categories = wp_get_post_categories( $event_args[ 'post_id' ], array( 'fields' => 'names' ) ); // Replace 'CategoryName' with the category you're looking for if ( in_array( 'CategoryName', $categories ) ) { // Change the channel in the payload // Make sure you prefix the channel name with # $notification[ 'payload' ][ 'channel' ] = '#newchannel'; } break; } // Return the notification return $notification; }