There are so many features in today’s live chat platforms, such as various forms of chat, co-browsing, file transfer, remote view & assistance, history, and reporting, to name a few. These all add up to improved customer satisfaction, improved efficiency, increased sales, and more. There’s one feature you may have heard about. It’s called proactive chat. Forrester found that an investment in proactive chat capabilities will produce an incremental 105% ROI. What exactly is it and how can you use it on your website?
What IS proactive chat?
Proactive chat is a live chat feature that allows your service agents to invite website visitors to engage in one-on-one chats. Comparable to a store salesperson approaching you to offer assistance as you browse through their store, proactive chat enables your representatives to do the virtual equivalent at key times during website visits.
There are many types of criteria you may use to trigger a proactive chat invitation. These include page URL, time on page, time on site, number of pages visited, scroll position, returning visitor, and more. There’s also a lot of metrics about visitors that may be collected and used to identify the best time to trigger an invitation.
How and where can you use proactive chat?
Indecisive shopper: If you have a visitor staying on your shopping cart or checkout page for an extensive period of time without completing their transaction, you should attempt to engage these individuals with proactive chat. It’s been shown that it’s an effective method of preventing shopping cart abandonment. In fact, a Forrester Research study showed a 30% to 40% reduction in shopping cart abandonment after the implementation of proactive chat.
Repeat visitors: Visitors who have been on your site previously are more familiar with your brand. They are valuable to your business, so it is important to make them feel special. You can do so by recognizing their return, welcoming them back, and offering assistance in the form of a proactive chat invitation.
Visitors located in certain geographies: If your company has determined that people in particular geographic areas are most likely to buy your product or service, it could be advantageous to proactively engage these site visitors.
Upsell and cross-sell: Proactive chat is an excellent way to make visitors aware of special offers, discounts, free shipping, add-on services, and more, that relates to products they are viewing or have added to their shopping cart.
High bounce rate prevention: If visitors tend to quickly navigate away from certain pages on your website, you may want to set up a proactive chat invitation there. This reduces abandonment of your site from these pages.
Frequent FAQ browsers: Visitors who frequently browse your knowledge base, help section, or FAQ have questions. They may be interested in your product/service or already be using it. Either way, this is an excellent chance to invite these visitors to chat, personally providing answers and/or solutions. Or you may want to use your chatbot to answer any question they may have.
Lingering on a product page: Visitors who have been viewing the same product or service page for more than 30 seconds may have questions. Offering assistance and answers at this point is an excellent idea.
Referring URLs: Identify visitors who’ve clicked on links in your advertisements on the web. This enables your agents to offer specific assistance relating to that promotion in their proactive chat invitation.
As you can see, there’s so much more to proactive chat than you might think. Plus, we haven’t even talked about why you’d want to use it, or the benefits of using it. We’ll discuss this in our next article. Until then, to learn more about proactive chat and how you can start using it, contact us at Live Guide Chat. We offer ready to install and customized live chat solutions that include proactive chat.
Netop develops and sells market leading software solutions, enabling quick, secure and easy transfer of video, sound and data between two or more computers. We have done this for more than 30 years and we have used this knowledge to make Live Guide the most secure and reliable solution on the market. Live Guide helps companies deliver excellent customer service, reduce support costs comply with strict security demands.