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Proactive Chat Examples: Sales Chat

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Examples of how to use proactive live chat in sales context (sales chat): Illustrated use cases for generating sales leads, driving more paid subscriptions, and for increasing average order value.

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Proactive Chat Examples: Sales Chat

  1. 1. EXAMPLES FOR PROACTIVE SALES CHAT
  2. 2. ”FOR AN ESTATE AGENCY WITH SALES CHAT, THE GOAL IS TO OBTAIN MORE MARKET APPRAISALS, FOR A SAAS BUSINESS AIM IS TO DRIVE MORE PAID SUBSCRIPTIONS, AND FOR A TRAVEL AGENCY THE PURPOSE IS TO INCREASE AVERAGE ORDER VALUE.” @IlkkaVertanen EXAMPLES FOR PROACTIVE SALES 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. GENERATE SALES LEADS
  5. 5. Example use case CHATWITHUS
  6. 6. Example use case CHATWITHUS Amy 12:18:32
 Hi! Interested in knowing how valuable your property is? I’m here to give you an estimate or agree on a time for a visit to the property. Chat with expert
  7. 7. Example use case CHATWITHUS Amy 12:18:32
 Hi! Interested in knowing how valuable your property is? I’m here to give you an estimate or agree on a time for a visit to the property. Chat with expert Goal: Convert visitor to market appraisal (sales lead) Trigger: 
 Visitor lands on a selling related page. Proactive message: 
 Relevant for a seller, not for a buyer. 
 Invites a bit hesitant visitor to chat. 
 
 How to measure: 
 1. Conversion: Chat to market appraisal
 2. Total amount of market appraisal (all channels)
 and % of market appraisals coming through chat
  8. 8. CONVERT USERS TO PAYING CUSTOMERS
  9. 9. Example use case CHATWITHUS
  10. 10. Example use case CHATWITHUS Amy 15:03:51
 Hi there! I see you have created some great zaps! What’s the next one? Message me for ideas and help! Chat with expert
  11. 11. Example use case CHATWITHUS Amy 15:03:51
 Hi there! I see you have created some great zaps! What’s the next one? Message me for ideas and help! Chat with expert Goal: Convert the user from free plan to paid plan Trigger: 
 User has reached the usage limit of the free plan. Proactive message: 
 Offer help and encourage extended use. 
 Through conversation guide interested users to paid plans. 
 
 How to measure: 
 1. % chats lead to plan upgrades (purchases).
  12. 12. INCREASE AVERAGE ORDER VALUE
  13. 13. Example use case CHATWITHUS
  14. 14. Example use case CHATWITHUS Amy 20:35:47
 Hi! Would you like to hear our recommendations for accommodation? Message me for advice. Chat with expert
  15. 15. Example use case CHATWITHUS Amy 20:35:47
 Hi! Would you like to hear our recommendations for accommodation? Message me for advice. Chat with expertGoal: Upsell to a big spender. Triggers: 
 Buyer has made selections indicating upsell opportunity. Proactive message: 
 Offers assistance and recommendations. Relevant to buyer's context. 
 
 How to measure: 
 1. Average order value: with chat vs. without chat
 2. Average order value: targeted upsell chats vs. other chats
  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

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