How to Make Your Proactive Chat Effective?
Proactive chat has gained much popularity in the online business world. Using t...
Send a Right Message: Avoid sending canned messages; rather the context of your message
should be relevant to your visitor...
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How to make your proactive chat effective

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Proactive chat has gained much popularity in the online business world. Using this feature of live chat software, the retailers can engage customers towards their website and hence can increase their online revenues.

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How to make your proactive chat effective

  1. 1. How to Make Your Proactive Chat Effective? Proactive chat has gained much popularity in the online business world. Using this feature of live chat software, the retailers can engage customers towards their website and hence can increase their online revenues. However, you can get desired results only when you exhibit proactive chat in a due manner by taking care of its time, frequency as well as context of chat invitation. Proactive approach is one of the most prominent features of live chat software. Although, this feature has much to do in increasing your online clientele and your overall revenues; but this is only possible when you know how to execute it to get required results. Proactive approach now has gained popularity on most of the e-commerce websites. Using this feature of live chat, online reps send proactive invitations to engage every visitor coming to their website. Proactive approach helps retailers to gain their customer’s attention. Moreover, this approach also gives a human touch to e-business websites. Proactive invitations also cut down the rate shopping cart abandonment. However, this approach can give reverse results if not performed properly. Here are some key pointers, which will help you to make your proactive chat effective. Placement of Chat Button: Placement of chat button counts a lot in attracting or turning away customers. To get better results, you should put the chat box window on the most visible location of your website. Additionally, it should appear on every page especially the ‘Contact Us Page’ because it is the location through which most of the visitors want to contact you. Some of the websites, use a moving chat box window on their websites, such chat windows usually distract the attention of potential customers ultimately making them irritated. Timing: Although there is a common perception that proactive invitation should be sent to the visitor immediately now he/she lands on your page. This has not proven to be as effective, according to surveys, visitors give a good response when they are invited between 3rd to 5th minute of their arrival. Let them have a visit of your website to develop familiarity and then push a proactive chat invitation. Moreover, chat invitations can also be sent to visitors when you find them fixed on any page of your website. Usually, visitors come across confusions at checkout stage of their online purchase; approaching them proactively to resolve their issues, results in increased online sales. Frequency of Chat Invitations: Surely proactive approach is needed where you find your customers trapped in some confusion on your website but too many invitations sometimes can annoy them ultimately resulting in their departures from your website. If a visitor spends more than three minutes on any page of your website, offer him a single chat invitation to show your concern.
  2. 2. Send a Right Message: Avoid sending canned messages; rather the context of your message should be relevant to your visitors’ problem. For designing a relevant message, keep a track of your visitor’s activities, using the real monitoring feature of live support service. Following the above-mentioned key points, you can increase the productivity of your proactive chat invitations largely.

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