Proactive chat campaigns are a component of self-service automation tools which allow you to initiate a chat conversation with website visitors. It gives you the ability to reach out to customers as they’re browsing to answer questions, increase customer loyalty, and perform many other valuable actions.
Poorly implemented proactive chat campaigns can be annoying to visitors and drive them away. You don’t want to reach out to every visitor on every page. So, it’s important to be strategic to ensure you get the most out of your setup. These are the proactive chat campaigns that wrrk has found to be the most effective for increasing overall ROI.
Greeting
A proactive greeting welcomes new visitors and lets them know someone is available to help. It’s a great way to keep them engaged on your website & improve trust in your brand. Proactive greetings also help you provide a more personalized experience to returning customers. Depending on the platform, you may even be able to offer discounts to people that return to your page.
Product Page
Engaging with customers on product pages is proven to help increase conversion rates by as much as 20%. The product page is where customers often initiate the decision to buy. Visitors spending more than a few seconds there are likely taking a closer look. If they stay on the page for an extended time beyond that, you’ll want to reach out with a chat to handle any doubts. In addition, you can let them know about sizing, offer more detailed info/tips, and even cross-sell related items.
FAQ Support
Visitors accessing the support page are already looking for answers. If they don’t find a solution easily & quickly, they might give up & leave your site. Prevent them from getting impatient by offering to assist. This is a great place to find out what questions they have and either direct them to an existing Help Center article, initiate a workflow automation, or have a live agent step in.
Checkout Page
Sending a message to customers who are lingering on your checkout page will help make sure they get their order placed smoothly. Studies show that implementing a proactive chat at checkout can reduce shopping cart abandonment by up to 40%. This is also an excellent opportunity to up-sell by suggesting related products.
Nearly every industry is now using automation in some way to make internal processes more efficient and the benefits are clear: increased conversion rates, cost savings, and better customer insights. With automation, customers get 24 hour availability to consistent solutions and a personalized experience. Take full advantage of these benefits by letting wrrk set up and optimize your automation tools.
