Proactive live chat is a fantastic tool for increasing overall engagement on your website, increasing conversions and improving the customer experience. Proactive live chat is a great tool to use in your strategy to grow and scale your business.
In a nutshell proactive live chat is an initial automated message generator which is used to encourage customers which are browsing your website to have a conversation with your customer service representatives through your chat window. If you want an even clearer understanding of what proactive live chat is, check out our meaty blog post on live chat proactives here.
To use proactive chat you need to have a good understanding of what it can achieve and how to use it without annoying your customers. If a customer receives an invite to chat with you every 5 seconds, they will simply leave your site or probably tell you and your customer service team to get lost. A similar event may occur if your automated conversation starters come out of the blue and seem irrelevant to the customer’s shopping experience.
If you know enough about proactive live chat to not wind up all of your customers then these 3 ways to use proactive live chat in eCommerce are ideas on how you could improve your engagement levels and make more sales. If you’re new to proactive messages or live chat software in general then these ideas may not have the technical details you need to go ahead and set them up straight away, perhaps instead you’d like to get in touch and allow us to work our magic and increase your engagement and conversion levels for you.
Preventing Basket Abandonment
Basket abandonment is a known issue for every eCommerce website; on average, over 67% of sales are lost because of basket abandonment. In many cases shopping cart abandonment is often due to lack of information on the part of the customer. A customer may have added an item to their basket but aren’t sure on the shipping costs, when they will receive it by or if it is the right product for them…so without any sign of easy help from your customer service representatives, they just abandon.
How can live chat prevent basket abandonment? If a customer has left the checkout process or is spending an unusually long time on one of your check-out pages (a good few seconds longer than the average customer) then they might be lacking some crucial information or the incentive to buy! And if you’re looking to tackle your conversion rates in earnest, check out these 5 killer tips to increase ecommerce conversion.
Automatically triggering an invite for your customer to chat with one of your live chat agents, with a simple “Hey there, is there anything that I can help with?” immediately stretches out a helping hand to the customer to prevent them from simply abandoning. The customer will engage with you and tell you what problem they have or why they are reluctant to buy and your live chat agent can answer their questions and/or give them a little encouragement to complete the purchase.