15 January 2015 | 4953 views

How Rule Based Proactive Website Chat software can increase Sales

How Rule Based Proactive Website Chat software can increase Sales

Proactive or rule based chat can be one of the most powerful elements of website chat software.  However, it’s vital that it’s used properly. 

Effective rule-based chat can reap huge rewards but it can also have the opposite effect if it is used without the right framework or thought

Most of us have experienced an overzealous sales assistant in a high street store.  They tend to appear at the exact time that we are looking at the item we want or they interrupt us when we are browsing.  The effect can be that we leave the shop and purchase our item elsewhere.  The thought process that we engage to leave the shop is exactly the same online – in other words, when the user is completely in control and has found what they are looking to buy – then leave them alone.  The only possible outcome of intervention may be annoyance and shopping cart abandonment.

The flip side of this is when the customer needs help.  When we are in the high street store and we are desperately struggling to find what we want or need help then assistance is gratefully received.  The key is recognising the difference.

How to set rule-based or proactive chat

In a high street store, when a customer picks up an item swiftly and goes straight to the till it’s highly unlikely they will welcome the intervention of an assistant.  If, on the other hand, a customer picks up one item and then another and seems unsure, the sales assistant would be advised to offer help.  While you naturally won’t get that interaction with an online customer, there are simple rules you can adopt to decide how to set up proactive chats:

  • Time on page – proactive chat can be set up to prompt a customer if they spend a certain amount of time on a single page
  • Time on website – if a customer spends a long time on the site it might be that they can’t find what they are looking for
  • Number of pages viewed – if a customer views a lot of pages they might be struggling to find the product or products they are looking for
  • Referring pages – customers visiting from certain urls might be responding to a certain marketing promotion or offer and looking for a specific product or information about an offer relating to it

Each business and website will be different.  The key is to know your business and your website and be advised by experts.  Website chat software from Click4Assistance is customisable and can be set up with pre-defined rules based on your business – talk to our account management team today for further information or click here to start your free trial.

Popular Blogs

4 Sep 2018

The Ultimate Guide To Live Chat Software

Everything You Need To Know About Live Chat Software Integration And Why You Need It

Read more
23 May 2017

Insurance Firm Jumps into Implementing ‘Chat on your Website’ Software

Being an insurance broker can be difficult when there is a vast amount of competition offering the same products.  Ensuring your communication with your customers is accurate, fast and professional is vital when attracting new and returning customers.

Read more
5 Aug 2016

How to Add Live Chat to my Website? Use a Live Chat Plug-in

This article is part of a series that explains the various aspects when you are considering live chat for your website.  Whether your website has been built by your own developers, an outsourced development company, or you’re using a 3rd party solution such as WordPress at some point you will need to add a chat window plug-in.If your looking to add live support chat to your website, visit this link add live support chat to your website

Read more

Find out more

Live chat dashboard with chat window example

Live chat

Learn how live chat can help empower your organisation.

Find out more
Coni chatbot live chat support Arti AI for live chat business support

Chatbots & AI

Learn how chatbots and AI can help you engage with your audience.

Find out more
integrated omnichannel communications

Omnichannel

Connect with your audience using multiple omnichannels.

Find out more

Discover more

Want to see how live chat can work for your organisation?

See examples of web chat and chatbot implementations for your industry. Be inspired by how other companies in your sector use live chat!

Download web chat and chatbot examples for your industry

Embrace new ways of engaging with your audience!