14 January 2015
Proactive Website Chat Software Boosts Online Engagement
One of the key hidden gems of website chat software is the proactive chat. Although most customer service is reactive i.e. customer service agents or operators respond to customer enquiries within the live chat box.
The proactive chat feature allows businesses to reach out to customers and begin an engagement or conversation.
Proactive chat is very powerful. Using pre-set prompts or hotspots within your site you can engage with your customers as they are browsing certain products or areas – offering advice, help or even alternative products. The chat invitations can be automated to ask if a customer needs help or you can choose to keep the intervention more flexible. It’s hard to pre-empt the customer needs but intervention at the right time - for example at checkout – can mean the difference between a sale or a customer exiting your site.
Click4Assistance’s innovative website chat software can apply rules to proactive chats based on visitor duration, hotspots (page or product viewed) or even which keyword or phrase led to the user arriving at your site. With this level of customisation, proactive chat really puts your business in control to:
- Minimise losing orders.
- Intervene at the point a customer is viewing a special offer.
- Help with complex orders or products.
- Increase the chance to up-sell or cross-sell selected products or services.
- Provide help during the checkout process - particularly if payment fails or the customer fails to checkout.
How you set your prompts is 100% flexible with different rules and features benefiting different types of sites
Click4Assistance has significant experience in the website chat software market and our dedicated account management team can help you set up proactive chats to benefit your business in the most effective way. Once live chat software is installed on your site proactive chat also gives you the opportunity to learn from feedback to help improve navigation and the overall browsing experience.
To find the perfect website software chat package for your business visit our live chat comparison package to see the features included in each package – click here for further information
Our customer account team will be able to help with any enquiries you have. You can contact us here. Or visit our site and start a live chat with us for assistance and further information.