Proactive Chat
The Business Problem
As customers browse your site and place items in their virtual shopping cart, they may reach a point where they have a question about your product or have difficulty completing a form. At brick-and-mortar stores, a customer service representative may be able to see frustration or confusion on a customer's face and immediately offer help, preventing the customer from leaving the store. How can this be emulated in on online environment where your competitors' sites are only a click away for a frustrated customer?
Additionally, customer service organizations are expected to be profit centers-a place where agents not only answer customer inquiries but also generate sales through cross-sell and up-sell opportunities. How can your agents engage customers to generate revenue?
Customer Engagement Solutions
Reach out to your customers and offer live support using a powerful sales chat software.Proactive Live Chat support software drives revenue: its intelligent workflow engine tracks statistics-such as the customer's behavior, footprints, referring URLs, referral keywords, and shopping cart values-and converts visitors into potential leads. Our live support software enables product specialists and agents to easily filter for potential buyers to maximize revenue during time spent with each customer.
Reduce shopping cart abandonment and improve your customers' experience
By proactively extending help to customers who have been idling on a page. Agents can help customers at their pain points by assisting with forms or answering product questions when using our live support software.
- Drive additional online revenue
- Facilitate and track sales conversion
- Execute up-sell or cross-sell opportunities
- Reduce site and shopping cart abandonment
- Seamlessly engage customers while reducing operational costs
- Proactively engage Web site visitors deflecting potential phone calls
- Access comprehensive reporting tools to optimise business performance
- Real-time tracking of shopping-cart value, leads, referrals and page visits help agents track and invite prospective customers to chat
Proactive Chat engages visitors in an online chat session using rules-based or agent-initiated processes and display invitations as inline graphics or pop-up windows, customizable for business objectives.
- Rules-based: Set rules with our live support software to automatically connect agents to visitors based on Web site activity, such as browsing to a particular Web page or offer, lingering on a page for a length of time, or follows a specific click-stream.
- Agent Initiated: This live support software allows you to "track" pages that visitors are browsing and send a chat invitation to a visitor who may require assistance.
