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  • Mastering Live Chat Engagement: Understanding Reactive vs. Proactive Approaches for Business Success | Greechat

    The Ultimate Reason For Comprehending Types Of Live Chats

    Live chat is a great way to connect with customers. They allow you to answer questions, resolve issues and build loyalty. But not all live chats are equal. Here’s how to make yours work harder for your business:

    There are two main types of live website chat. Reactive live chat is when a customer waits for someone to initiate a conversation with them, while proactive is on the pre-emptive side.

    In depth – reactive vs. proactive live chats

    Reactive live support is fine for basic customer service questions, but they don’t create any additional value for your business – because no one has asked for it yet. You’re just answering questions that already exist instead of finding new ones that would otherwise go unanswered because no one knows they exist yet (or thinks they have time to ask).

    Proactive live chat, on the other hand, is when you proactively reach out to people who haven’t requested help yet but might need it soon.

    Moreover, proactive live chats create value because they’re proactive – they get in front of customers before they even know they need help or information from you. They also increase sales because customers feel like they’re being taken care of right away when they

    What studies are saying about proactive chat

    Research has shown that investment in reactive chat produces a return on investment (ROI) of 15%, while investment in proactive chat produces an ROI of 105%.

    Reactive chat can be triggered by a user clicking a link or button, filling out a form or reaching the end of a page since live chat happens after someone has already visited your site. The purpose is to answer questions and solve problems.

    Since proactive chat is a live chat that happens before visits, it’s usually triggered by an email campaign, search engine optimization (SEO) and other digital marketing tactics. What motivates it is the introduction of your business to potential customers and building trust with them ahead of time, so you’re top-of-mind when they need your services.

    The difference between these two types of engagement is significant because each one benefits from different strategies and tactics.

    Things to consider when opting for live chats

    You know that live chat is the most popular way to communicate with customers in real time. It’s a faster, more effective way to serve customers than email, phone or social media. But not all live chats are equal.

    If you’re going to use live chat, it needs to be part of your strategy and not just “something you do” when you have time. One thing to consider is whether it is reactive or proactive – this is the difference between live chat just for customer service and live chat for boosting leads and sales. 

    If your goal is just customer service, reactive live chats can help answer questions that customers might have about products, pricing or payments. But if you want more sales and leads, proactively engaging with potential customers before they even ask for help will result in more conversions.

    Another point of discussion is about who handles chats. Automated chat tools are great for answering simple questions quickly, but they don’t always understand nuance or complex situations. 

    That’s why many companies opt for hybrid solutions that combine automated responses with real people who can step in and handle more complex issues if necessary.

    How live chat can be utilised

    An agent can initiate a greeting with each visitor on your website. This can be done by placing a chat box in the top right corner of your website.

    The visitor then has the option to start a conversation with an agent or ignore the chat box.
    If you choose to use proactive live chat, it is important to have an employee available 24/7 to answer questions and provide support. This can be extremely useful for customers who are in need of immediate assistance or those who want to buy something right away.

    Proactive live chat also provides the opportunity for agents to initiate conversations with visitors who may not have come across your website but still have questions about your business or products. This can help you build trust with potential customers and improve brand loyalty.

    It is useful to offer assistance before the visitor asks, simply because most of the time, the visitor might not even bother asking and just click away, leaving them with unanswered questions about your business. Reaching proactively for assistance captures their attention and engages them before they scroll away to a competitor’s site.

    Other ways to achieve more conversion

    It helps you build a relationship with your customer by showing that you are willing to go above and beyond to help them find what they want. The key is to make sure that your content is easy to find, relevant and up-to-date. It should be somewhere on the page where people can easily see it and understand what it means.

    For example, if you have a form on your website for customers or visitors to fill in their details so that you can provide information about your products or services, make sure that this form is visible near the top of any page on your site so that anyone who wants to contact you can do so easily.

    You can also make it easy for customers to find what they want by making sure that your site is well-organized. Include a search bar on every page, so people can look for specific content or products as opposed to scrolling through pages and pages of text or images. 

    If you have a lot of products or services to offer, consider creating separate landing pages for each one; this will make it easier for visitors to find exactly what they are looking for without having to browse through several different pages first.

    Adding live chat to these methods can do more as aside from building loyalty, resolving issues and answering questions, it even brings more conversions. Live chats are a staple of modern customer service. 

    However, it might be hard to get information about your customers as the process can be difficult, slow, and unfit for a one-size-fits-all solution. 

    Instead of having long and complicated sales cycles, you can save time and money with Greechat by asking just a few simple questions and providing access to relevant expertise, software and agents to proactively engage visitors through live chat.

    We’ve helped businesses make more by proactively engaging their customers using live chat software and agents, but we can do the same for you. Contact Greechat today to discover how.