A user navigating around numerous pages during a session can indicate that they are yet to find the product they are after. Goal: Convert more sales Opportunity: Proactively identifying a confused customerĪ customer may not even make it to the checkout page if they weren’t able to identify the product or feature that solved their problem. “Can’t find what you’re looking for? One of our experts is happy to help!” In summary:Ĭopy: Still have some questions before you upgrade? Ask us – we’re here to help! “Still have some questions before you upgrade? Ask us – we’re here to help!” Use an ‘invitation to chat’ chat prompt on your checkout or conversion page triggered by a visitor displaying ‘exit intent’, that is, if they move the cursor to close the window or navigate away.įor copy, take the opportunity to address any questions they haven’t found the answers to on your site. Prompt location: Shopping cart / conversion pageĥ7% percent of online consumers say that they are very likely to abandon their purchase if they can’t quickly find the answer to their questions. Goal: Cross Sell/Upsell Opportunity: Reduce cart abandonment “If you like “x”, we think you’ll love “y product” In summary:Ĭopy: If you like “x”, we think you’ll love “y product” (Link reads – “Show Me”) Again, take advantage of the desire to chat by giving the opportunity to ask questions in real time. Copy suggestions:įor copy, reference the existing product for context and use social proof to encourage the visitor to click through on the call-to-action to learn more. It’s sometimes hard to guess this with a time frame, so set the trigger for a proactive prompt to appear when they have scrolled down at over 50% of the page. Make sure you give a visitor enough time to view and take in the details of a product they are on. Use a ‘call to action’ chat prompt on a specific product page to link to complementary products or upsell another product. Proactive prompts also have the ability to increase the average order value from 10% to 20%. Prompt location: Specific product / feature page Goal: Start more conversations Opportunity: Cross sell/upsell. “Hello! Do you have any questions? Chat to us now, we’re here to help!” In summary:Ĭopy: Hello! Do you have any questions? Chat to us now, we’re here to help! Set the trigger for the proactive prompt to appear after a user has been on a page for at least 5 seconds.įor copy, communicate what the widget is for and use open-ended questions to encourage a response. In most cases, people just close them without even taking in the content.
Nobody likes visiting a site to be greeted with a plethora of pop-ups. Use an ‘invitation to chat’ prompt on your homepage.
Using a prompt on your homepage is a really clear and simple opportunity to let your users know that you have this channel for them to communicate with you on. Opportunity: Raise awareness of your live chat toolĤ4% of online customers say that having their questions answered by a live person while in the process of online shopping is one of the most important features of a website. To get you started we are going to give you five quick examples of how and where to use proactive chat with suggested copy for each proactive prompt, so you can get up and running today.
#Live chat with a prompter how to
With the evidence the biggest choice isn’t whether or not to use proactive chat, but how to use it and what to say. The evidence is clear that proactive chat can significantly impact conversion. A Forrester research study shows that investment in reactive chat produces a return on investment (ROI) of 15%, however, proactive chat capabilities have the ability to produce an incremental 105% ROI.
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