Proactive Chat 101: Best Practices, Benefits, Use Cases & More
Blog post from Stream
Proactive chat serves as the digital equivalent of a retail store assistant, engaging customers at key moments in their online journey to boost interaction and sales. Research indicates that visitors who interact with web chat are 2.8 times more likely to convert, highlighting the importance of integrating proactive chat into business platforms. Unlike reactive chat, which requires the customer to initiate contact, proactive chat invites users to engage, offering immediate assistance and personalized interaction, which can lead to higher conversion rates and improved customer satisfaction. The implementation of proactive chat must be carefully timed and tailored to avoid being intrusive, ensuring it enhances rather than disrupts the user experience. By analyzing user behavior and site analytics, businesses can optimize the timing and frequency of proactive chat prompts to maximize engagement and conversions. Proactive chat can help answer questions, drive sales, and provide valuable analytics on user interaction, making it an essential tool for enhancing customer experience and increasing sales opportunities.