CUSTOMER SERVICE CHATEXAMPLES FOR PROACTIVE

”IN CUSTOMER SERVICE, REDUCING INBOUND CALLS, MINIMISING ERRORS WITH FORMS, AND HELPING CUSTOMERS TO PLACE ORDERS ARE EXAMPLES OF EXCELLENT USE CASES FOR A PROACTIVE CHAT.”

@IlkkaVertanen

EXAMPLES FOR PROACTIVE CUSTOMER SERVICE CHAT

Ilkka Vertanen @IlkkaVertanen ilkkavertanen.com

EXAMPLES FOR PROACTIVE CUSTOMER SERVICE CHAT

INTRO TO PROACTIVE CHAT▸ The recipe for successful live chat operation is simple:

Direction, Quality, and Quantity.

▸ Of these principles, proactive chat helps you to control direction. With proactive chat, you become the one controlling who gets invited to chat.

▸ Proactive live chat is a chat conversation initiated by the company instead of a website visitor. Rather than waiting for a visitor to start chatting, a message is sent out to greet the visitor inviting her to chat.

REDUCE CALLS TO CUSTOMER SERVICE

Example use case

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Example use case

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Amy 12:46:25Hi! We are sorry for any inconvenience the strike might cause you. We are here to provide quick answers to your questions!

Customer Service

Example use case

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Amy 12:46:25Hi! We are sorry for any inconvenience the strike might cause you. We are here to provide quick answers to your questions!

Customer Service

Goal: Catch contact with chat before he calls to customer service.

Triggers: Visitor is on ”contact us” page + important announcement is active

Proactive message: Highlights chat as the fastest service channel regarding service disruptions. How to measure: 1. Total amount of interactions: Chats vs. calls. 2. Compare to data from past incidents (if relevant).

MINIMISE ERRORS IN SUBMITTED FORMS

Example use case

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Example use case

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Amy 19:38:25Hi! If you have any questions regarding your claim, we are here to help. Let’s make sure it has all the info for us to process it quickly.

Customer Service

Example use case

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Amy 19:38:25Hi! If you have any questions regarding your claim, we are here to help. Let’s make sure it has all the info for us to process it quickly.

Customer Service

Goal: Prevent customer from submitting aform with errors in it.

Trigger: Customer has started filling the form + spends unusually long time to fill the form

Proactive message: Offers help to make a claim. The message encourages the use of chat with a promise of short processing time. How to measure: 1. Error rate in forms filled with chat support vs. average error rate.2. Processing time for forms filled with chat assistance vs. average processing time.

FIGHT SHOPPING CART ABANDONMENT

Example use case

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Example use case

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Amy 17:21:34Hi there! I noticed you encountered an error message. I am here to help you to place your order. Message me for assistance.

Customer Service

Example use case

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Amy 17:21:34Hi there! I noticed you encountered an error message. I am here to help you to place your order. Message me for assistance.

Customer ServiceGoal: Help buyer, so she does not abandon cart.

Triggers: Visitor has started check out process+ error message on page

Proactive message: Offers support for placing the order. Indicates that customer service knows what is wrong making it easier and faster for buyer to ask help.

How to measure:1. Chats started during checkout process: % of chats ends with purchase

TURNING LIVE CHAT OPERATIONS TO LEAN, MEAN SALES MACHINESHi! My name is Ilkka Vertanen. I am an e-commerce enthusiast and a sales fanatic. I'm passionate about developing digital businesses and online sales.

During daytime, I use a live chat primed for sales to deliver increased revenue from digital channels. With sales chat, I boost lead generation and increase conversion rates. Rest of my time I spent following latest trends in tech. Today I’m especially interested in chatbots and virtual reality.

For more check out my other content about digital business, e-commerce, sales, live chat, and chatbots here: ilkkavertanen.com.

ABOUT THE AUTHOR

@IlkkaVertanen ilkkavertanen.com