Proactive Chat
What is Proactive Chat?
Chat can be offered proactively to website visitors based on triggers such as time on page or activity on-page. Tailored, proactive engagements can be made through platforms like Adobe Experience Cloud.
Proactive chat reverses the usual pattern: instead of waiting for a visitor to click a chat button, the website offers help at a moment when it is likely to be useful. Triggers can include time spent on a page, repeated visits to a help page, errors on a form or hesitation during checkout. Offers can be targeted using data from web analytics or marketing platforms.
Used well, proactive chat can prevent abandoned transactions and catch problems before they turn into calls. Used too broadly, it interrupts visitors and floods agents with low-value conversations. Teams usually tune triggers carefully and measure acceptance rate, completion or conversion after a chat, and the effect on agent capacity. Offers can also go to a bot first, with escalation to an agent.
Related: Chat messages / chat channel, Smart chat, Digital marketing solutions.