”FOR AN ESTATE AGENCY WITH SALES CHAT, THE GOAL IS TO OBTAIN MORE MARKET APPRAISALS, FOR A SAAS BUSINESS AIM IS TO DRIVE MORE PAID SUBSCRIPTIONS, AND FOR A TRAVEL AGENCY THE PURPOSE IS TO INCREASE AVERAGE ORDER VALUE.”
@IlkkaVertanen
EXAMPLES FOR PROACTIVE SALES 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.
Example use case
CH
AT W
ITH
US
Amy 12:18:32Hi! Interested in knowing how valuable your property is? I’m here to give you an estimate or agree on a time for a visit to the property.
Chat with expert
Example use case
CH
AT W
ITH
US
Amy 12:18:32Hi! Interested in knowing how valuable your property is? I’m here to give you an estimate or agree on a time for a visit to the property.
Chat with expert
Goal: Convert visitor to market appraisal (sales lead)
Trigger: Visitor lands on a selling related page.
Proactive message: Relevant for a seller, not for a buyer. Invites a bit hesitant visitor to chat. How to measure: 1. Conversion: Chat to market appraisal2. Total amount of market appraisal (all channels)and % of market appraisals coming through chat
Example use case
CH
AT W
ITH
US
Amy 15:03:51Hi there! I see you have created some great zaps! What’s the next one? Message me for ideas and help!
Chat with expert
Example use case
CH
AT W
ITH
US
Amy 15:03:51Hi there! I see you have created some great zaps! What’s the next one? Message me for ideas and help!
Chat with expert
Goal: Convert the user from free plan to paid plan
Trigger: User has reached the usage limit of the free plan.
Proactive message: Offer help and encourage extended use. Through conversation guide interested users to paid plans. How to measure: 1. % chats lead to plan upgrades (purchases).
Example use case
CH
AT W
ITH
US
Amy 20:35:47Hi! Would you like to hear our recommendations for accommodation? Message me for advice.
Chat with expert
Example use case
CH
AT W
ITH
US
Amy 20:35:47Hi! Would you like to hear our recommendations for accommodation? Message me for advice.
Chat with expertGoal: Upsell to a big spender.
Triggers: Buyer has made selections indicating upsell opportunity.
Proactive message: Offers assistance and recommendations. Relevant to buyer's context. How to measure: 1. Average order value: with chat vs. without chat2. Average order value: targeted upsell chats vs. other chats
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