THINGS YOU SHOULD STRICTLY AVOID DURING A PROACTIVE LIVE CHAT

As a matter of fact, not all the website visitors like to engage. They rather like to be engaged. That’s what a proactive chat steps in. These chat invitations facilitate customer engagement so that you do not miss out on any opportunity of conversion. However, proactive chat can be beneficial only if you use it in an appropriate manner. There are certain mistakes that if committed can actually have a negative impact on your visitors. Read on to know what they are:

Scaring your visitors away:
Suppose you yourself visit a site and a flashy chat invitation pops up as soon as website loads. How would you feel? Irritated, right? That’s what happens when you jump out instantly when visitors just land on your site. This causes unnecessary interruption and may cause the visitor to abandon your site. So, it’s advisable to allow your visitors to first get acquainted with your website and wait for 2–3 minutes before sending a proactive chat invitation.

Not providing opt-outs:
It is quite annoying to see an operator staring at you from the picture in the chat window when you are actually trying to read something you want to. Not allowing your visitors to opt out is like forcing them into a proactive chat. So, it is mandatory to enable the visitors to have their choices on your website.

Being too robotic during the proactive chat:
Using robotic language throughout the chat doesn’t let you connect with the visitors at all. Instead of using a generic language to engage with your website visitors, consider gathering as much information about your visitors as you can beforehand and then using it to personalize your proactive chat messages. Personalization eliminates the chances of your messages sounding system generated and makes your visitors feel valued.

Do not target the same visitor again in the same session:
Once a visitor has opted out of your chat invitation, do not send out that message again to the same person. This would make him/her feel irritated and leave your site at once.

You obviously do not wish to drive your customers away, isn’t it? So, it’s imperative that you avoid committing all these mistakes during a proactive chat and indulge in some of the best proactive chat practices or else you’ll probably end up providing a haunting experience to your customers!