Live chat is all there to provide immediate solutions. In the trending scenario it is clear that the prospects will seldom call or even send an email to the company, as they don’t want to be pitched all the time.
Live chat give the ease to the customers to chat at their convenience and that also right from their computer. There are many other additional tools that are also provided by the live chat.
Proactive chats
Here the live chat agent keep an eye on the visitors and have a detail too as to which pages they have been surfing. They also have an idea as to how long a particular customer had been at a particular page and whether they are having a problem. Hence here instead of waiting they initiate the chat on their behalf. However make sure that the chat initiated does not start in an intrusive manner, forcing the user to close the chat and in order to able to continue browsing.
Off line mode
When a chat agent is not available you can usually choose whether the client will simply disappear or will turn into a contact form.
Canned messages
These are the responses and phrases that are used frequently and often. Responses for FAQ and greetings like “Hello. How can I help you today?” are canned before hand. This saves a lot of time, however canned responses should not be overdone as it may then sound like a robot, when the answer is not customized according to the visitor’s question.
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