The strategy which you are deciding for live chat basically depends on your company’s individual requirement for chat. The major policy decision is whether to use proactive or reactive chat or maybe a combination of both.
Reactive live chat is something that you may have observed at the websites which haven’t put in a lot of thought into the strategy of live chat. The user can initiate chat simply by clicking the “chat” icon and start communicating with the live chat agent.This is supposed to be fascinating when the chat is used for customer service related queries and simply great if the user feels like that he can get some help.
Reactive chat is faster than email and even a lot more convenient than phone. Here the transcripts can also be emailed to the user. These transcripts can be used for future references in case any discount or offer is initiated by the agent. For the business also they can be used to monitor the quality of their agents.
Even with reactive chat, the agents, from an operational point of view, also states a reduction in cost of customer service as it has the potential to converse with 3-5 visitors at the same time.
But the major drawback is that reactive live chat does not take the full advantage of potential live chat when it comes in term of lead generation and sales conversion though.
Whereas proactive live chat has all these benefits and a real lot more!
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