Proaktīvas čata sagataves

Reaktīva klientu apkalpošana ir bijusi norma gadiem ilgi, tomēr arvien vairāk uzņēmumu izmanto proaktīvāku pieeju, kas ir izrādījusies ļoti efektīva. Patiesībā BT pētījumā konstatēts, ka 78% patērētāju patīk, ka organizācijas konstatē, ka viņiem ir bijušas grūtības ar tīmekļa vietnes apguvi/pasūtījuma izveidi, un tieši sazinās ar viņiem, lai mēģinātu palīdzēt. Tam paredzēti proaktīvi čata ielūgumi. Aktivizējami, balstoties uz notikumiem, ļoti personalizēti un nevainojami laikā veikti proaktīvi čata uzaicinājumi var uzlabot lietotāja pieredzi, nodrošināt klientu apmierinātību un nodrošināt vairāk pārdošanas darījumus.

Čata uzaicinājumu galerija
Proaktīva čata piemērs

Kas ir proaktīvs čats?

Atšķirībā no reaktīvajiem čatiemproaktīvos čatus uzsāk uzņēmums (manuāli vai automātiski). Automatizēti proaktīvi čata uzaicinājumi var tikt aktivizēti, pamatojoties uz konkrētu apmeklētāju informāciju, iepriekš definētiem nosacījumiem un dažādām izturēšanās metrikām, piemēram, pašreizējo pārlūkojamo lapu, to reižu skaitu, kad viņi ir apmeklējuši jūsu vietni, laiku, ko viņi ir pavadījuši, pārlūkojot jūsu vietni, un citas.

Izmantojot stratēģiski, proaktīvais čats var palīdzēt vairot apmeklētāju uzticēšanos pirmajā reizē, palielināt lietotāju iesaistīšanos, palielināt klientu apmierinātību (saskaņā ar kādu pētījumu 94% klientu, kuri bija proaktīvi uzaicināti čatā, bija vidēji vai ļoti apmierināti ar šādu pieredzi), novērst pirkumu groza pamešanu, samazināt atlēcienu līmeni, palielināt reklāmguvumu līmeni un palielināt vidējo pasūtījuma apjomu.

LiveAgent proaktīvie čata uzaicinājumi

Proaktīva čata paraugprakse

  • Dodiet apmeklētājiem laiku apskatīties apkārt pirms uzaicināt čatot— iestatiet pareizo laiku, ņemot vērā vidējo laiku, kas pavadīts katrā lapā.
  • Atvieglojiet apmeklētājiem iespēju pieņemt vai noraidīt proaktīvu čata uzaicinājumu, lai nodrošinātu, ka viņi kontrolē savu čatošanas pieredzi.
  • Nesūtiet vairākus čata uzaicinājumus vienas pārlūkošanas sesijas laikā, it īpaši pēc tam, kad apmeklētājs jūsu uzaicinājumu jau ir vienreiz noraidījis.
  • Neiespējojiet proaktīvu čatu katrā lapā, tas var tikai kaitināt apmeklētājus — tā vietā izvēlieties stratēģiskās lapas (piemēram, produktu/cenu/groza lapas).
  • Izvairieties no ziņojumiem, kas ir pārāk vispārīgi. Pielāgojiet proaktīvos čata uzaicinājumus, kā arī pielāgojiet tos katrai lapai.
LiveAgent Tiešsaistes Čata animācija

Proaktīvā čata sagataves dažādiem scenārijiem

Proaktīvi čata ielūgumi pirmās reizes apmeklētājiem


“Thanks for stopping by. Can I help you with something?”

“We’re happy you’re here! 🙂 Can you tell me what you’re looking for?”

“Welcome! I am [Agent name]. What inspired you to visit us today?”

“Hi there, looking for something? I’m here and ready to chat. What’s on your mind?”

“Welcome! Can I point you in the right direction?”

“Hi there! Let me know if you have any questions while you’re looking around.”

“Hi there! It looks like you’re visiting quite a few of our web pages. Can we help you find anything?”

“Yes, I’m a real human. Bots haven’t stolen my job just yet 🙂 If you have any questions, I’d be happy to help.”

“Hello! [Agent name] here, I am the regional representative for [country/region/city]. How may I assist you?”

“Our chat service triggers after you’ve spent a certain amount of time on a page, so if you have any questions or doubts, we can help. If you would prefer to look around you can just close the chat. It won’t trigger twice.”

Proaktīvi čata uzaicinājumi atkārtotiem apmeklētājiem


“Hi there, welcome back! How may I help you today?”

“Welcome back! Do you have any questions about your order?”

“Good to see you’re back! Any questions about [product name]? I am here to help.”

“Happy to see you again, [Customer name]! What can we do for you today?”

“Hello [Customer name], welcome back. What brings you to our website today?”

“A little birdie told me you came back. What inspired you to visit us today?”

“Hello again [Customer name]. Are you shopping for yourself today? Tell me if you need any help :)”

“Hi [Customer name], it’s great to see you back! Would you like to learn about this week’s special offers?”

“Welcome back, [Customer name]! Have you seen our latest promo? Chat with me for details.”

Proaktīvi čata ielūgumi nedrošiem apmeklētājiem


“It looks like you’ve been inactive for a while. Can we help you find something?”

“We know that making a choice here can be hard. If you need any help, I’m here to guide you.”

“It seems like you’ve been inactive for a few minutes. Did you need help navigating our site?”

“[Agent name] here 🙂 I understand that having too many options can be ovewhelming. May I help you to decide?”

“Hi there! It’s been a while since you’ve reviewed your shopping cart. Are you ready to check-out, or can we help you find anything else?”

“Hi [Customer name], the promotion on [product name] is about to expire. Would you like to chat for details?”

“Hi [Customer name]. Let me tell you it is a worthy investment if you purchase [product name] now. The offer is going to expire tonight. Chat for details?”

Produktu lapu proaktīvu čatu ielūgumi


“Hi there, do you have any questions about [product name]? I’m here to help, let’s chat :)”

“Welcome! I see you’re browsing our product page. I’m available to chat if you have any questions.”

“Hello! I’m available if you’d like to have a chat about our products :)”

“Good morning! I see you are browsing our collection of [products]. Let me know if I can assist you!”

“Hi [Customer name], may I introduce you to our new arrivals?”

“Hi there, do you have any questions about this product or its technical specifications? I’m here if you do.”

“This is one of our most popular items this season! We only have a few left in stock, let me know if you have any questions!”

“Hi [Customer name], if you buy [product name] today you can save 30%. Do you want to chat and learn more about the offer?”

“Hello [Customer name], can I explain the special discounted price on the products you are interested in?”

“Hi [Customer name], we have a great sale running today on one of our most popular products. Can I tell you about it?”

Proaktīvi čata ielūgumi cenu lapām


“Wondering what’s the right plan for you? Tell me a bit about your business and I’ll help you decide.”

“Hi there! Any questions about our pricing plans? I’d be happy to help.”

“Hi [Customer name], this is [Agent name]. Exploring our pricing plans? Let me help you choose the right one for you!”

“Thanks for visiting! Let’s chat about the right plan for you and your business.”

“Seems that you are visiting our pricing page frequently. Can I help you decide on the right plan?”

“Not sure which plan is right for you? Let’s chat and I’ll give you my best advice.”

Proaktīvi čata ielūgumi pasūtījuma pabeigšanas lapām


“Hi there, thanks for stopping by! Do you need any assistance with your purchases?”

“[Agent name] here. Let me know if you need a hand with your purchase today.”

“Hey! Do you need any assistance with your order? I’ll be happy to help.”

“Any questions about our shipping, payment options, refund policies, or otherwise? I’m here to help :)”

“Hi there, did you know that we offer free shipping for orders over [purchase value]? May I help you get to it?”

“You’ve got great taste! Let me know if you have any questions during the checkout, or if you run into any technical difficulties.”

“[Customer name], you’re almost there! Is there anything I can help you with?”

“Hey there, you almost made it! Have any questions or need help? Let’s chat :)”

“Hi there! I noticed you encountered an error message. I am here to help you to place your order. Message me for assistance.”

“Did you know we offer a 100% refund on all orders (even sale items)? I’m here to chat if you want to know more.”

Proaktīvi čata uzaicinājumi augsta atlēcienu līmeņa lapām


“Hi there! Unsure whether you need a product demo? I’m happy to answer your questions.”

“Hello there! Have any questions about our product demo? I’m here to answer them :)”

“Thanks for stopping by! I can explain [product name] installation steps for you, if you’re interested . Shall I start?”

“Hi [Customer name], may I guide you through the sign-up/ download/ installation process?”

“Hi [Customer name], do you need any help with the sign-up process/ downloading/ installing the app? Just drop me a line.”

“Hi there! Signing up takes less than a minute. Would you like me to guide you through the process?”

“Welcome! Setting up your account is quick and easy. Need a helping hand? I’m here to guide you.”

Biežāk uzdoto jautājumu lapu proaktīvie čata ielūgumi


“Hi there, it seems that you have some questions in mind. May I help you get them answered?”

“[Agent name] here. May I help you find a solution to your problem?”

“Hi [Customer name], can’t find what you’re looking for? I’m here to answer your questions.”

“Can’t find your question? I’d be happy to help, let’s chat!”

“Chat is the fastest way to get your questions answered. Let’s talk :)”

“Just checking in to see if I can help answer any questions you may have. Let me know :)”

“Hi there, need answers? I’m here to help you out. Yes, I’m a real human :)”

>Proaktīvi čata uzaicinājumi, lai varētu veikt šķērspārdošanu/piepārdošanu


“I have good news for you! We have a special offer running today that can save you 20% on [product name]. Care to know about the details? ”

“Hey there, we just wanted to let you know that [product name] is on sale right now, if you felt like saving a few dollars today.”

“Hi [Customer name], did you know that you can save [amount of money] buying [product A] and [product B] together? I’m here if you need more details!”

“Hi [Customer name], most of our customers who bought [product A] also bought [product B] to go with it. Would you like more details?”

“Hi [Customer name]! It looks like you’re purchasing [product A]. Could we interest you in [product B] as well? They complement each other nicely. :)”

“Hey there! Just a quick tip: [product A] belongs to our [X series]. Would you also like to take a look at the other products in this series?”

“Hi there! Since you’re purchasing [product A], we’d recommend [product B] as well. Past customers have found that purchasing these items together made their lives easier.”

“Before you check-out, you should know that we’re currently offering [promotion]. Would you like to take advantage of this limited-time offer?”

Nozarei raksturīgie proaktīva čata piemēri


eCommerce: “Hey! Need help choosing a great pair of running shoes? Let’s chat :)”

Travel: “Hi there! Would you like to hear our recommendations for your accommodation? Message me for advice.”

Real Estate: “Hi! Are you looking for a rental apartment, buying a home or selling your property? Message me for help.”

Software development: “Hi there! What brings you to our website today? Do you have a project in mind?”

Insurance: “Need help finding the right insurance plan? I’m here to give you my best advice.”

Banking: “Hi there, it looks like you might need a little help understanding these account options. We’ve got an account expert standing by. Click here to chat.”

Education: “Welcome! Any questions about our courses and fees? I’d be happy to help!”

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Frequently asked questions

Kas būtu jāiekļauj proaktīvā čata uzaicinājumā?

Uzsākot čatu, jūs, visticamāk, vēlaties iegūt informāciju no klienta, kas palīdzēs ātri atrisināt klienta problēmu. Uzsākot čatu, jums ir jāuzdod klientam jautājums par viņu problēmu, pasūtījuma informāciju utt. Lai kāda informācija tiktu iegūta, ņemiet to vērā, lai varētu izmantot klienta problēmu risināšanai.

Kā ar tiešsaistes čatu atbildēt dusmīgam klientam?

Lai atbildētu dusmīgam klientam, iepauzējiet, lai nomierinātos, tad uzrakstiet atbildi, kas vērsta uz risinājumu. Turklāt noteikti izskaidrojiet, kādas darbības esat veikuši, lai atrisinātu šo problēmu.

Cik garam jābūt proaktīvā tiešsaistes čata uzaicinājumam?

Proaktīvajam tiešsaistes čata uzaicinājumam jābūt kodolīgam un viegli saprotamam.
Tādējādi tam vajadzētu būt 1 līdz 2 teikumus garam.

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