Reactive customer service has been the norm for years, however, more and more businesses are adopting a more proactive approach, which has proven to be highly efficient. In fact, BT’s research found that 78% of consumers like it when organizations notice they have been having difficulty with a website/completing an order and contact them directly to try and help. That’s where proactive chat invitations come in. Triggered-based, highly personalized, and perfectly timed proactive chat invitations can improve user experience, ensure customer satisfaction, and deliver more sales opportunities.
Unlike reactive chats, proactive chats are initiated by the company (either manually or automatically). Automated proactive chat invitations can be triggered based on specific visitor information, pre-defined rules, and various behavior metrics such as the current page they’re browsing, the number of times they’ve visited your site, the amount of time they’ve spent browsing your website, and more.
When used strategically, proactive chat can help build up trust with first-time visitors, boost user engagement, increase customer satisfaction (according to one study, 94% of customers who were proactively invited to chat were somewhat or very satisfied with the experience), prevent shopping cart abandonment, reduce bounce rate, increase conversion rates, and increase average order values.
When you initiate a chat, you want to gather information from the customer that will help you solve the customer’s problem quickly. When you initiate a chat, you’ll want to ask the customer about their issue, order information, etc. Whatever information you obtain, take note of it so you can use it to address the customer’s concern.
To respond to an angry customer, pause to calm down, then write an answer that focuses on the solution. Moreover, make sure to explain any steps you took to resolve their problem.
A proactive live chat invitation should be concise and easy to understand.
Thus, it should be between 1 and 2 sentences.
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