Proactive chat has gained much popularity in the online business world. Using this feature of live chat software, the retailers can engage customers towards their website and hence can increase their online revenues.

1. How to Make Your Proactive Chat Effective?
Proactive chat has gained much popularity in the online business world. Using this feature of
live chat software, the retailers can engage customers towards their website and hence can
increase their online revenues. However, you can get desired results only when you exhibit
proactive chat in a due manner by taking care of its time, frequency as well as context of chat
invitation.
Proactive approach is one of the most prominent features of live chat software. Although, this
feature has much to do in increasing your online clientele and your overall revenues; but this is
only possible when you know how to execute it to get required results. Proactive approach now
has gained popularity on most of the e-commerce websites. Using this feature of live chat,
online reps send proactive invitations to engage every visitor coming to their website. Proactive
approach helps retailers to gain their customer’s attention. Moreover, this approach also gives
a human touch to e-business websites. Proactive invitations also cut down the rate shopping
cart abandonment. However, this approach can give reverse results if not performed properly.
Here are some key pointers, which will help you to make your proactive chat effective.
Placement of Chat Button: Placement of chat button counts a lot in attracting or turning away
customers. To get better results, you should put the chat box window on the most visible
location of your website. Additionally, it should appear on every page especially the ‘Contact Us
Page’ because it is the location through which most of the visitors want to contact you. Some of
the websites, use a moving chat box window on their websites, such chat windows usually
distract the attention of potential customers ultimately making them irritated.
Timing: Although there is a common perception that proactive invitation should be sent to the
visitor immediately now he/she lands on your page. This has not proven to be as effective,
according to surveys, visitors give a good response when they are invited between 3rd to 5th
minute of their arrival. Let them have a visit of your website to develop familiarity and then
push a proactive chat invitation. Moreover, chat invitations can also be sent to visitors when
you find them fixed on any page of your website. Usually, visitors come across confusions at
checkout stage of their online purchase; approaching them proactively to resolve their issues,
results in increased online sales.
Frequency of Chat Invitations: Surely proactive approach is needed where you find your
customers trapped in some confusion on your website but too many invitations sometimes can
annoy them ultimately resulting in their departures from your website. If a visitor spends more
than three minutes on any page of your website, offer him a single chat invitation to show your
concern.

2. Send a Right Message: Avoid sending canned messages; rather the context of your message
should be relevant to your visitors’ problem. For designing a relevant message, keep a track of
your visitor’s activities, using the real monitoring feature of live support service.
Following the above-mentioned key points, you can increase the productivity of your proactive
chat invitations largely.