{"id":7588,"date":"2018-10-29T14:18:52","date_gmt":"2018-10-29T14:18:52","guid":{"rendered":"https:\/\/www.gosquared.com\/blog\/?p=7588"},"modified":"2019-11-28T10:57:36","modified_gmt":"2019-11-28T10:57:36","slug":"chat-prompts-guide","status":"publish","type":"post","link":"https:\/\/www.gosquared.com\/blog\/chat-prompts-guide","title":{"rendered":"How to use proactive Chat Prompts to increase conversion"},"content":{"rendered":"

\"a<\/p>\n

A Forrester research study<\/a> shows that investment in reactive chat produces a return on investment (ROI) of 15%, however, proactive chat capabilities have the ability to produce an incremental 105% ROI<\/a>.<\/p>\n

The evidence is clear that proactive chat can significantly impact conversion. With the evidence the biggest choice isn\u2019t whether or not to use proactive chat, but how to use it and what to say. <\/p>\n

To get you started we are going to give you five quick examples of how and where to use proactive chat with suggested copy for each proactive prompt, so you can get up and running today.<\/p>\n

Opportunity: Raise awareness of your live chat tool<\/h2>\n

\"a<\/p>\n

Prompt location: Homepage<\/h3>\n

44% of online customers<\/a> say that having their questions answered by a live person while in the process of online shopping is one of the most important features of a website. Using a prompt on your homepage is a really clear and simple opportunity to let your users know that you have this channel for them to communicate with you on. <\/p>\n

Copy suggestions:<\/h3>\n

Use an ‘invitation to chat\u2019 prompt on your homepage. Nobody likes visiting a site to be greeted with a plethora of pop-ups. In most cases, people just close them without even taking in the content. Set the trigger for the proactive prompt to appear after a user has been on a page for at least 5 seconds. <\/p>\n

For copy, communicate what the widget is for and use open-ended questions to encourage a response.<\/p>\n

\u201cHello! Do you have any questions? Chat to us now, we\u2019re here to help!\u201d<\/p><\/blockquote>\n

In summary:<\/h3>\n

Location<\/strong>: Homepage
\nCriteria<\/strong>: 5 seconds on the page
\nPrompt style<\/strong>: Invitation to Chat
\nCopy<\/strong>: Hello! Do you have any questions? Chat to us now, we\u2019re here to help!
\nGoal<\/strong>: Start more conversations<\/p>\n

Opportunity: Cross sell\/upsell.<\/h2>\n

\"lots<\/p>\n

Prompt location: Specific product \/ feature page<\/h3>\n

Proactive prompts also have the ability to increase the average order value from 10% to 20%.<\/p>\n

Use a ‘call to action’ chat prompt on a specific product page to link to complementary products or upsell another product. Make sure you give a visitor enough time to view and take in the details of a product they are on. It\u2019s sometimes hard to guess this with a time frame, so set the trigger for a proactive prompt to appear when they have scrolled down at over 50% of the page. <\/p>\n

Copy suggestions:<\/h3>\n

For copy, reference the existing product for context and use social proof to encourage the visitor to click through on the call-to-action to learn more. Again, take advantage of the desire to chat by giving the opportunity to ask questions in real time. <\/p>\n

\u201cIf you like \u201cx\u201d, we think you\u2019ll love \u201cy product\u201d<\/p><\/blockquote>\n

In summary:<\/h3>\n

Location<\/strong>: Product Page
\nCriteria<\/strong>: % Scroll through
\nPrompt style<\/strong>: Call To Action link
\nCopy<\/strong>: If you like \u201cx\u201d, we think you\u2019ll love \u201cy product\u201d (Link reads – \u201cShow Me\u201d)
\nGoal<\/strong>: Cross Sell\/Upsell<\/p>\n

Opportunity: Reduce cart abandonment<\/h2>\n

\"a<\/p>\n

Prompt location: Shopping cart \/ conversion page<\/h3>\n

57% percent of online consumers say that they are very likely to abandon their purchase if they can\u2019t quickly find the answer to their questions.<\/p>\n

Use an \u2018invitation to chat\u2019 chat prompt on your checkout or conversion page triggered by a visitor displaying \u2018exit intent\u2019, that is, if they move the cursor to close the window or navigate away. <\/p>\n\n

For copy, take the opportunity to address any questions they haven\u2019t found the answers to on your site. <\/p>\n

\u201cStill have some questions before you upgrade? Ask us – we’re here to help!\u201d<\/p><\/blockquote>\n

\u201cCan\u2019t find what you\u2019re looking for? One of our experts is happy to help!\u201d<\/p><\/blockquote>\n

In summary:<\/h3>\n

Location<\/strong>: Checkout Page
\nCriteria<\/strong>: Exit Intent
\nPrompt style<\/strong>: Invitation to Chat
\nCopy<\/strong>: Still have some questions before you upgrade? Ask us – we’re here to help!
\nGoal<\/strong>: Convert more sales<\/p>\n

Opportunity: Proactively identifying a confused customer<\/h2>\n

\"dark<\/p>\n

Prompt location: any<\/h3>\n

A customer may not even make it to the checkout page if they weren\u2019t able to identify the product or feature that solved their problem. A user navigating around numerous pages during a session can indicate that they are yet to find the product they are after. Use an \u2018invitation to chat\u2019 prompt that can be triggered on any page, after a visitor has visited more than 5 pages in the session. <\/p>\n

Copy suggestions:<\/h3>\n

\u201cNot sure which (product) is right for you? Chat with one of our specialists now!”<\/p><\/blockquote>\n

In summary:<\/h3>\n

Location<\/strong>: Any
\nCriteria<\/strong>: Visited multiple pages
\nPrompt style<\/strong>: Invitation to Chat
\nCopy<\/strong>: Not sure which (product) is right for you? Chat with one of our specialists now!
\nGoal<\/strong>: Get more leads<\/p>\n

Opportunity: Sign a visitor up to your mailing list<\/h2>\n

\"dark<\/p>\n

Prompt location: Any page<\/h3>\n

There is a chance a visitor may just be doing research about your product and not ready to buy just yet. A good way to identify this is if they only visit a few pages but spend quite a while on your site reading about your product. You can use a \u2018call-to-action\u2019 chat prompt here triggered after 5 minutes with a message to sign a visitor up to your mailing list, increasing the opportunities you have to communicate information about your company and product.<\/p>\n

Copy suggestions:<\/h3>\n

\u201cThanks for taking the time to learn more about us. Click below sign up to our mailing list to stay updated on product announcements and special offers.\u201d<\/p><\/blockquote>\n

\u201cGet 10% off your first purchase! \u201cSign up to the newsletter\u201d <\/p><\/blockquote>\n

In summary:<\/h3>\n

Location<\/strong>: Any
\nCriteria<\/strong>: Length of Time on Site
\nPrompt style<\/strong>: Call to Action
\nCopy<\/strong>: Want the latest hints and tips on (interesting customer topic? (Link – Sign up to the Newsletter!)
\nGoal<\/strong>: Get more leads<\/p>\n

A better overall experience for everyone involved<\/h2>\n

\"a<\/p>\n

Proactive live chat prompts are not only a tool to significantly increase conversion but ultimately deliver an incredible on-site experience for your website visitors. <\/p>\n

Not only do they deliver a channel and response time which your visitor craves, but also helps them get to the point of solving their problem in a faster more efficient way. <\/p>\n

Want to learn more about live chat? Check out this article on adopting live chat as a team<\/a>, or this one on using live chat to speed up your sales process<\/a>. <\/p>\n

If you have any questions about any of our products or features, reach out to our team via GoSquared Assistant<\/a> now!<\/p>\n","protected":false},"excerpt":{"rendered":"

A Forrester research study shows that investment in reactive chat produces a return on investment (ROI) of 15%, however, proactive…<\/p>\n","protected":false},"author":25,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1584],"tags":[222,563,1373,592,1220,1348],"class_list":["post-7588","post","type-post","status-publish","format-standard","hentry","category-sales","tag-conversion","tag-live-chat","tag-live-chat-for-sales","tag-marketing","tag-optimisation","tag-proactive-chat"],"yoast_head":"\nHow to use proactive Chat Prompts to increase conversion - GoSquared Blog<\/title>\n<meta name=\"description\" content=\"Don't sit back and wait for you customers to come to you. 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