The internet has changed the way businesses operate. It has also changed the way customers behave and expect to be treated.
In order to stay ahead of the curve, businesses need to be proactive in their customer service – and that includes offering proactive live chat.
What Is Proactive Chat Software?
Proactive chat software is a feature offered by some live chat software that allows businesses to reach out and engage with their website visitors, rather than waiting for the visitors to initiate contact. With proactive live chat, businesses can send customized messages to specific visitors based on their behavior on the website.
For example, if a visitor has been on the site for a while and has not shown any interest in any of the products or services, a proactive chat message could be sent offering assistance. Proactive live chat can also be used to upsell or cross-sell products and services. For example, if a visitor is looking at a product page but does not add the item to their cart, a proactive chat message could be sent offering a discount on the product.
Benefits of Proactive Chat Software
There are many benefits of using proactive live chat, including:
Increased Sales: Proactive live chat can help increase sales by giving businesses the opportunity to engage with potential customers at the right time and offer assistance or incentives.
Improved Customer Service: Proactive live chat can also be used to improve customer service by offering assistance to visitors who are having difficulty navigating the website or finding what they are looking for.
Increased Customer Loyalty: Proactive live chat can help build customer loyalty by giving businesses the opportunity to establish a personal connection with their customers.
5 Types of Consumers Who Benefit From Proactive Chat Software
Not all website visitors are the same, and not all of them will benefit from proactive live chat. Here are five types of consumers who are more likely to appreciate and respond to proactive chat messages:
New Customers: New customers may not be familiar with the products or services offered by a business and may appreciate being contacted by proactive live chat.
Leads: Leads are potential customers who have shown interest in the products or services offered by a business. Proactive live chat can be used to nurture leads and turn them into customers.
Engaged Visitors: Engaged visitors are those who have spent a significant amount of time on the website and may be close to making a purchase. Proactive live chat can be used to offer assistance or incentives and close the sale.
Annoyed Visitors: Annoyed visitors are those who are having difficulty navigating the website or finding what they are looking for. Proactive live chat can be used to offer assistance and improve the customer experience.
At-Risk Customers: At-risk customers are those who have abandoned their shopping carts or shown signs of customer churn. Proactive live chat can be used to offer assistance or incentives and keep them from leaving.
By targeting the right consumers with proactive live chat, businesses can increase sales, improve customer service, and build customer loyalty.
How to Use Proactive Chat Software
There are a few things to keep in mind when using proactive live chat:
Personalize Messages: Personalized messages are more likely to be read and responded to than generic messages. When using proactive live chat, businesses should take the time to personalize messages for each visitor.
Use Timing Wisely: It’s important to strike the right balance when it comes to timing. If a message is sent too soon, the visitor may not be interested in engaging. If a message is sent too late, the visitor may have already left the site.
Be Helpful: The goal of proactive live chat is to be helpful, not pushy. Messages should be designed to offer assistance, not to sell products or services.
Follow Up: If a visitor responds to a proactive chat message, it’s important to follow up in a timely manner. This will help build a rapport with the visitor and could lead to a sale.
Proactive live chat is a great way to increase sales, improve customer service, and build customer loyalty. By personalizing messages, using timing wisely, being helpful, and following up, businesses can maximize the benefits of proactive live chat.
Proactive live chat is a powerful tool that can help you engage your website visitors and turn them into customers. It’s important to remember, however, that chat should be used as a supplement to your existing customer service and sales efforts, not as a replacement. To get the most out of proactive chat, consider using it in conjunction with other customer service channels such as email and phone.
This will allow you to provide a more comprehensive customer support experience that covers all of your bases. When used correctly, proactive chat can be a powerful asset in your customer service and sales arsenal. By offering chat as an option to your website visitors, you’ll be able to engage them in a more personal and interactive way. This can lead to more conversions and higher customer satisfaction rates.
If you’re not using proactive chat on your website yet, now is the time to start. It’s an essential tool for any business that wants to provide a better customer experience and boost sales. To learn more, visit Vision Helpdesk today.