Customers who are their your website for the very first time are their basically looking for some information. Here it becomes necessary to take the initiative and communicate with them by having meaningful interactions with proactive chat.
With proactive chat you get the opportunity to connect with your customers, relate to their requirements and help them out with any product information they might need.
With reactive live chat, the chat agents basically wait for the client to click the chat button when they encounter a problem. But proactive live chat is a lot more than this. Here the chat agent does not wait for the client to click the chat button, but the representatives initiates the communication on their behalf.
They can have a look at the customers history as to which pages he is browsing, the duration for which he is at the particular website and the products in which the has interest. So before he faces any problem the chat agents can offer them help which lands the customer with a positive experience.
Even engaging the visitors via live chat also prevents them from leaving your website due to lack of relevant information and checking your competitors site as to what are they offering.
Proactive chat can also be used to generate interest in your products and services. The chat agents can now, with proactive chat tell the visitors about your latest products, offers and deals. There are many customers who may have hundreds of confusions and queries before they make a purchase decision. With live chat these questions an be responded in real time and the customers can be provided with exemplary experience which increases the chance of sales too.
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