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CUSTOMER SERVICE CHAT
EXAMPLES FOR PROACTIVE
”IN CUSTOMER SERVICE, REDUCING INBOUND CALLS,
MINIMISING ERRORS WITH FORMS, AND HELPING
CUSTOMERS TO PLACE ORDERS ARE EXAM...
Ilkka Vertanen @IlkkaVertanen ilkkavertanen.com
EXAMPLES FOR PROACTIVE CUSTOMER SERVICE CHAT
INTRO TO PROACTIVE CHAT
▸ The...
REDUCE CALLS TO
CUSTOMER SERVICE
Example use case
CHATWITHUS
Example use case
CHATWITHUS
Amy 12:46:25

Hi! We are sorry for any inconvenience the
strike might cause you. We are here t...
Example use case
CHATWITHUS
Amy 12:46:25

Hi! We are sorry for any inconvenience the
strike might cause you. We are here t...
MINIMISE ERRORS IN
SUBMITTED FORMS
Example use case
CHATWITHUS
Example use case
CHATWITHUS
Amy 19:38:25

Hi! If you have any questions regarding your
claim, we are here to help. Let’s m...
Example use case
CHATWITHUS
Amy 19:38:25

Hi! If you have any questions regarding your
claim, we are here to help. Let’s m...
FIGHT SHOPPING CART
ABANDONMENT
Example use case
CHATWITHUS
Example use case
CHATWITHUS
Amy 17:21:34

Hi there! I noticed you encountered an error
message. I am here to help you to p...
Example use case
CHATWITHUS
Amy 17:21:34

Hi there! I noticed you encountered an error
message. I am here to help you to p...
TURNING LIVE CHAT OPERATIONS
TO LEAN, MEAN SALES MACHINES
Hi! My name is Ilkka Vertanen. I am an e-commerce
enthusiast and...
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Examples of how to use proactive live chat in customer service context: Illustrated use cases for reducing inbound calls, minimising errors with forms, and helping customers to place orders.

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Proactive Chat Examples: Customer Service Chat

  1. 1. CUSTOMER SERVICE CHAT EXAMPLES FOR PROACTIVE
  2. 2. ”IN CUSTOMER SERVICE, REDUCING INBOUND CALLS, MINIMISING ERRORS WITH FORMS, AND HELPING CUSTOMERS TO PLACE ORDERS ARE EXAMPLES OF EXCELLENT USE CASES FOR A PROACTIVE CHAT.” @IlkkaVertanen EXAMPLES FOR PROACTIVE CUSTOMER SERVICE CHAT
  3. 3. Ilkka Vertanen @IlkkaVertanen ilkkavertanen.com EXAMPLES FOR PROACTIVE CUSTOMER SERVICE CHAT INTRO TO PROACTIVE CHAT ▸ The recipe for successful live chat operation is simple: Direction, Quality, and Quantity. ▸ Of these principles, proactive chat helps you to control direction. With proactive chat, you become the one controlling who gets invited to chat. ▸ Proactive live chat is a chat conversation initiated by the company instead of a website visitor. Rather than waiting for a visitor to start chatting, a message is sent out to greet the visitor inviting her to chat.
  4. 4. REDUCE CALLS TO CUSTOMER SERVICE
  5. 5. Example use case CHATWITHUS
  6. 6. Example use case CHATWITHUS Amy 12:46:25
 Hi! We are sorry for any inconvenience the strike might cause you. We are here to provide quick answers to your questions! Customer Service
  7. 7. Example use case CHATWITHUS Amy 12:46:25
 Hi! We are sorry for any inconvenience the strike might cause you. We are here to provide quick answers to your questions! Customer Service Goal: Catch contact with chat before 
 he calls to customer service. Triggers: 
 Visitor is on ”contact us” page 
 + important announcement is active Proactive message: 
 Highlights chat as the fastest service 
 channel regarding service disruptions.
 
 How to measure: 
 1. Total amount of interactions: 
 Chats vs. calls. 
 2. Compare to data from past 
 incidents (if relevant).
  8. 8. MINIMISE ERRORS IN SUBMITTED FORMS
  9. 9. Example use case CHATWITHUS
  10. 10. Example use case CHATWITHUS Amy 19:38:25
 Hi! If you have any questions regarding your claim, we are here to help. Let’s make sure it has all the info for us to process it quickly. Customer Service
  11. 11. Example use case CHATWITHUS Amy 19:38:25
 Hi! If you have any questions regarding your claim, we are here to help. Let’s make sure it has all the info for us to process it quickly. Customer Service Goal: Prevent customer from submitting a
 form with errors in it. Trigger: 
 Customer has started filling the form 
 + spends unusually long time to fill the form Proactive message: 
 Offers help to make a claim. The message 
 encourages the use of chat with a promise of 
 short processing time. 
 
 How to measure: 
 1. Error rate in forms filled with chat support 
 vs. average error rate.
 2. Processing time for forms filled with 
 chat assistance vs. average processing time.

  12. 12. FIGHT SHOPPING CART ABANDONMENT
  13. 13. Example use case CHATWITHUS
  14. 14. Example use case CHATWITHUS Amy 17:21:34
 Hi there! I noticed you encountered an error message. I am here to help you to place your order. Message me for assistance. Customer Service
  15. 15. Example use case CHATWITHUS Amy 17:21:34
 Hi there! I noticed you encountered an error message. I am here to help you to place your order. Message me for assistance. Customer Service Goal: Help buyer, so she does not abandon cart. Triggers: 
 Visitor has started check out process
 + error message on page Proactive message: 
 Offers support for placing the order. Indicates 
 that customer service knows what is wrong 
 making it easier and faster for buyer to ask help. How to measure:
 1. Chats started during checkout process: 
 % of chats ends with purchase
  16. 16. TURNING LIVE CHAT OPERATIONS TO LEAN, MEAN SALES MACHINES Hi! My name is Ilkka Vertanen. I am an e-commerce enthusiast and a sales fanatic. I'm passionate about developing digital businesses and online sales. During daytime, I use a live chat primed for sales to deliver increased revenue from digital channels. With sales chat, I boost lead generation and increase conversion rates. Rest of my time I spent following latest trends in tech. Today I’m especially interested in chatbots and virtual reality. For more check out my other content about digital business, e-commerce, sales, live chat, and chatbots here: 
 ilkkavertanen.com. ABOUT THE AUTHOR @IlkkaVertanen ilkkavertanen.com

Examples of how to use proactive live chat in customer service context: Illustrated use cases for reducing inbound calls, minimising errors with forms, and helping customers to place orders.

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