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What The Hell Are Proactive Chat Invites (And Why Should You Even Care)

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If you have a chat window on your website or are looking to start using live chat, you've probably heard about "proactive chat invitations".

It is just a fancy name to call automated invitations that are set up to show to visitors depending on their behavior. Basically, the app looks at real time analytics (time spend on site...) and sends invitation to visitors who meet some predefined criterias.

It sounds complicated even when I try to explain it in simple words so I will just let you see what it's used for in the presentation.
Don't hesitate to ask in the comments if you have any questions or check out how proactive invitation works in the http://customericare.com app.

Publié dans : Technologie
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What The Hell Are Proactive Chat Invites (And Why Should You Even Care)

  1. 1. WHAT THE HELL ARE proactive chat invites (and why should you even care?) x
  2. 2. 10 SLIDES 10A YEAR OLD WOULD UNDERSTAND HERE’S THE DEAL: We don’t like complicated stuffs, they make us feel stupid and waste precious time. So we made this simple, using the rule of 10:
  3. 3. SLIDE 1/10 You know how sometimes you go to a new store and can’t seem to be able to find what you are looking for. And then a sales assistant comes and asks you: HI! CAN I HELP YOU WITH ANYTHING? And you think: WOW! PERFECT TIMING. or maybe that’s just me…
  4. 4. SLIDE 2/10 AS WEBSITE OWNERS, WE ALL WISH IT WAS THAT SIMPLE WITH ONLINE CLIENTS BUT NO! It looks a lot more like this: «Oh anonymous visitor, why did you bounce? WHYYY?»
  5. 5. SLIDE 3/10 FEW THINGS TO NOTE HERE: 1. There’s no way to know for sure why visitors bounced 2. It’s too late to get those visitors back anyway 3. Wouldn’t you like to know who actually visits your website instead of just looking at numbers? 4. A/B testing can’t solve everything 5. Stop crying! We have a solution (keep on reading)
  6. 6. SLIDE 4/10 LUCKILY FOR YOU, THERE IS A SOLUTION: PROACTIVE CHAT INVITATIONS Cool, cool! But, um, what the hell are those?
  7. 7. SLIDE 5/10 Ok, so you know how Google Analytics looks at which pages people visit on your website, how much time they spend there… OUR LIVE CHAT DOES THE SAME. IN REAL TIME! The main difference is, instead of boring you with charts and stuffs, we put the data to work for you!
  8. 8. SLIDE 6/10 LET’S SAY YOU WANT TO ASK VISITORS SPENDING A REALLY LONG TIME ON YOUR WEBSITE IF YOU CAN HELP (LIKE YOU WOULD DO IN A STORE) All you need to do is create a new «trigger» in our app to show a chat invitation when TIME SPENT ON SITE IS GREATER THAN 60 SECONDS
  9. 9. SLIDE 7/10 Our app will take care of the rest and do all the hard work for you! 111100100001110 010001111100000 111010010100101 100010101000010 11100100001 THE APP LOOKS AT DATA THEN SENDS CHAT INVITATIONS TO POTENTIAL CUSTOMERS x
  10. 10. SLIDE 8/10 YOU JUST NEED TO SIT BACK AND GET READY TO ANSWER CHATS! What the visitor sees What you see x Tom: Hi! Can I help you with anything? CHATS You: Hi! Can I help you with anything? Hi Tom, I can’t find anything in my size User: Hi Tom, I can’t find anything in my size What is your size? We might be able to order it CHATTING IP#123 /sizes Boston Referer: Google Visit count: 29 First visit: 2 months ago
  11. 11. SLIDE 9/10 WITHOUT CHAT INVITATIONS HERE’S HOW THIS SITUATION WOULD HAVE GONE: http://superawesomeshoes.com/selectsize SELECT YOUR SHOE SIZE 4 5 6 7 8 9 10 11 12 Oh, they don’t have my size, I’ll just check another shop
  12. 12. SLIDE 10/10 WITH LIVE CHAT PROACTIVE INVITES: http://superawesomeshoes.com/selectsize SELECT YOUR SHOE SIZE 4 5 6 7 8 9 10 11 12 x Tom: Hi! Can I help you with anything? Hi Tom, I can’t find anything in my size http://superawesomeshoes.com/selectsize SELECT YOUR SHOE SIZE 4 5 6 7 8 9 10 11 12 x Tom: What is your size? We might be able to order it Me: it’s 15.5 Tom: Tell me which shoes you like and I’ll order a size 15.5 :)
  13. 13. STOP STARING AT ANALYTICS AND GO TALK TO CUSTOMERS! Check out CustomerIcare Live Chat. It’s free, easy to use and we’re here for you. x CLICK HERE TO LEARN MORE

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