The strategy which your business should use for live chat depends on the company’s individual requirements. One of the major decision is whether to use proactive or reactive chat or maybe a combination of both.
Here we shall see the major difference between the two types of chat.
Just imagine yourself in a store where there is no customer associate, to have some help you really need to call upon the associate. This indeed does not set a great example and there may be chances that you are simply pissed off and just don’t make any purchase.
This is entirely the same scenario when your visitors are at your website and what they are offered is phone and email as the most efficient customer support. Is it not ridiculous?
If the customer encounters any problem, they can call you up or email you, but that disconnects them from their online journey, basically the probability is that they don’t convert.
But with live chat, help is just a click away and you can easily get the customers problem solved, their concerns answered and finally convert.
Live chat is not only becoming a crucial service for online business but it is also providing a high standard of service to its customers.
Now in the second case imagine yourself into the store, browsing around. You can see the sales representatives who are there to help you. All you require is to approach them. However there will be many of the visitors who may be the paying customers who will communicate with the sales representative while others may be simply drift away from the store.
But here do mark, that the proportion that asks for help is fairly high than if the associate wasn’t there though, of course.
This is exactly how reactive live chat acts on your website.
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