When you are to decide the strategy for live chat, you are required to emphasize on your company’s individual requirement for chat. It could be either reactive or proactive or simply a combination of both.
Here we shall have an idea about the basic of reactive and proactive chat. Imagine you are in a store and the sales associate is simply nowhere. In case you need any help you need to all for the associate. This, of course does not lands you with the best experience and there is a possibility that you can simply quit. This experience is very similar to the websites where only phone and email are offered as the customer supports.
However with live chat the help is only a click away. Here not only you can get your problems solved but also see your visitors turned into loyal customers.
In the other case, you are browsing in the store and can also spot the sales associate in the store. You just need to ask and he is all there to help you out. Nonetheless, there will still be a proportion that will ask for help, while the rest will simply leave the store. This is how reactive live chat works on your website.
With proactive chat, if you walk into the store and just before you move out to the store to find another business, you are assisted by the sales associate who offers you help for exactly finding out what you are looking for. Your concerns are answered and you make the purchase. This is proactive chat.
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