Live2Support Spotlight - Proactive Chat Function
Each month, we select one of the
features of Live2Support and tell you briefly how to
leverage it for optimum results. This month, we show
you how to position the proactive chat function for
maximum results.
When a chat operator invites asite
visitor to chat live on your web site, he or she is
using proactive chat to establish a communication channel
with your customer. Real time visitor tracking in Live2Support
notifies your chat operators whenever a visitor arrives
on your web site. A chat operator can take the lead
by opening a chat window that offers assistance to the
site visitor. Site visitors are known to take up the
invitation because they usually have a question or two
pertaining to the site visit. Chat operators should
be able to strike a delicate balance between providing
assistance and being intrusive. This is possible mainly
through a judgment call in which the chat operator conducts
a quick assessment of the visitor’s needs and responds
appropriately.
Since chat operators using our chat
software can direct your customers to specific pages
on your web site thanks to our push page technology,
the proactive chat feature can be easily used to present
page overviews to the customer. The customer always
has the option to initiate a chat session from the page
that has been served up assuming that the page is chat
enabled either directly or through a link to the home
page.
Proactive chat can also be
used to announce product promotions, sales and other
incentive programs. In fact, we strongly recommend that
you create special offers on your site using proactive
chat. This will further kindle the customer’s interest
in your products and services and cement a strong two-way
communicative relationship between your chat operators
and your customer base.
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