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EXECUTIVE Q&A

How to use automated live chat invitations (best practices)?

Probably the easiest way to figure out how to use automated live chat invitations is to think about how you would approach a customer at a retail store and then apply the same logic to an online environment. Things to note when planning the automated chat invitations are timing, content of the message and the way you formulate the message.

It is good to start by greeting the customer and offering him help but trying not to be too pushy. For example, when the visitor has spent 5 seconds on the site you could use an automated chat invitation saying simply ‘Hi there, are you looking for something special?’

As the purpose is to start a conversation, not to end it, it is good to use situational relevant questions instead of too generic yes or no questions. For example, if the visitor has placed items on his basket but hasn’t bought anything yet and is still browsing for products you could send an automated invitation saying ‘May I help you with your basket?’

In an online environment you can maximize the effectiveness of your communication by linking the message with the content of the page as well as other type of visitor information. For example, if the visitor is browsing under golf clothes category you could use an automated chat invitation saying ‘Would you like help with choosing your new outwear? 

 

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