PROACTIVE CHAT: THE BEST PRACTICES THATâLL MAKE YOUR CUSTOMERS LOVE YOU!
Suppose you enter a showroom and you find this well-dressed, well-spoken salesman keen to tell you the ABCs of each and every product present there. He doesn’t even let you tell what you’re there for and literally slaps all the relevant and irrelevant information on your face! How would you feel?
Annoyed, right?
That’s what happens when the live chat agents fail to use a proactive chat support just the way it is supposed to be used. Offering such kind of a chat support is extremely beneficial for any business around the globe. However, there’s a condition. You need to know what works the best and what just pisses your customers off!
Let’s help you out with the best tips and tricks to turn every potentially fruitless online experience into a win-win.
Leverage analytics to make the most out of proactive chat support:
Knowing about the hidden requirements of your website visitors and potential customers. And the best way to do that?That’s what happens when the live chat agents fail to use a proactive chat support just the way it is supposed to be used.
Analytics!
Yes, you can use analytics to determine various factors like:
i) visitors’ average browsing time
ii) behavior for every page of your website.
Based on the information garnered through analytics, you can then decide an appropriate wait time for sending out a proactive message.
Track referring URLs:
Placing promotional links at different places and sitting back, won’t do! You’ve got to keep a track of what happens after that.
The reason?
Well, tracking referring URLs can create a hell lot of great conversion opportunities. All you have to do is identify the users who land up on your website through the referral links. Thereafter, you can send out a proactive chat invitation. This is the best opportunity to help them out in case they have questions about the promotional offer that they saw on the referring website.
Provide 24/7 customer support:
Customers today, not only expect instant query resolutions but also expect you to be there to guide them 24/7/365. This means you are required to provide some proven 24/7 customer touch points?
What are those touchpoints?
Well, you can do that through email, VOIP channels, social media platforms, live chat and more. However, there’s something that can keep you a step ahead- Proactive chat services. These services not only help you know your potential customers and their queries way before they approach you but also help provide the most satisfactory solutions.
Use proactive chat tools for smarter communications:
As a matter of fact, we humans are visual learners.
What I mean to say is, we learn things better when they are explained visually. That’s what you can use to benefit your business. You can enable your customers to have a better understanding of the facts about your products and services through demos.
The customers can further be directed to the desired pages using co-browsing. You can even employ some other live chat tools like live voice chats, live video chats for the same purpose.
Follow these tips if you really wish to be your proactive chat support efforts fruitful!
Source : https://www.livechatagent.com/proactive-chat-best-practices/
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