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Proactive Chat Examples: Sales Chat

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  • EXAMPLES FOR PROACTIVE

    SALES CHAT

  • FOR AN ESTATE AGENCY WITH SALES CHAT, THE GOAL IS TO OBTAIN MORE MARKET APPRAISALS, FOR A SAAS BUSINESS AIM IS TO DRIVE MORE PAID SUBSCRIPTIONS, AND FOR A TRAVEL AGENCY THE PURPOSE IS TO INCREASE AVERAGE ORDER VALUE.

    @IlkkaVertanen

    EXAMPLES FOR PROACTIVE SALES CHAT

  • Ilkka Vertanen @IlkkaVertanen ilkkavertanen.com

    EXAMPLES FOR PROACTIVE CUSTOMER SERVICE CHAT

    INTRO TO PROACTIVE CHAT The recipe for successful live chat operation is simple:

    Direction, Quality, and Quantity.

    Of these principles, proactive chat helps you to control direction. With proactive chat, you become the one controlling who gets invited to chat.

    Proactive live chat is a chat conversation initiated by the company instead of a website visitor. Rather than waiting for a visitor to start chatting, a message is sent out to greet the visitor inviting her to chat.

  • GENERATE SALES LEADS

  • Example use case

    CH

    AT W

    ITH

    US

  • Example use case

    CH

    AT W

    ITH

    US

    Amy 12:18:32Hi! Interested in knowing how valuable your property is? Im here to give you an estimate or agree on a time for a visit to the property.

    Chat with expert

  • Example use case

    CH

    AT W

    ITH

    US

    Amy 12:18:32Hi! Interested in knowing how valuable your property is? Im here to give you an estimate or agree on a time for a visit to the property.

    Chat with expert

    Goal: Convert visitor to market appraisal (sales lead)

    Trigger: Visitor lands on a selling related page.

    Proactive message: Relevant for a seller, not for a buyer. Invites a bit hesitant visitor to chat. How to measure: 1. Conversion: Chat to market appraisal2. Total amount of market appraisal (all channels)and % of market appraisals coming through chat

  • CONVERT USERS TO PAYING CUSTOMERS

  • Example use case

    CH

    AT W

    ITH

    US

  • Example use case

    CH

    AT W

    ITH

    US

    Amy 15:03:51Hi there! I see you have created some great zaps! Whats the next one? Message me for ideas and help!

    Chat with expert

  • Example use case

    CH

    AT W

    ITH

    US

    Amy 15:03:51Hi there! I see you have created some great zaps! Whats the next one? Message me for ideas and help!

    Chat with expert

    Goal: Convert the user from free plan to paid plan

    Trigger: User has reached the usage limit of the free plan.

    Proactive message: Offer help and encourage extended use. Through conversation guide interested users to paid plans. How to measure: 1. % chats lead to plan upgrades (purchases).

  • INCREASE AVERAGE ORDER VALUE

  • Example use case

    CH

    AT W

    ITH

    US

  • Example use case

    CH

    AT W

    ITH

    US

    Amy 20:35:47Hi! Would you like to hear our recommendations for accommodation? Message me for advice.

    Chat with expert

  • Example use case

    CH

    AT W

    ITH

    US

    Amy 20:35:47Hi! Would you like to hear our recommendations for accommodation? Message me for advice.

    Chat with expertGoal: Upsell to a big spender.

    Triggers: Buyer has made selections indicating upsell opportunity.

    Proactive message: Offers assistance and recommendations. Relevant to buyer's context. How to measure: 1. Average order value: with chat vs. without chat2. Average order value: targeted upsell chats vs. other chats

  • TURNING LIVE CHAT OPERATIONS TO LEAN, MEAN SALES MACHINESHi! My name is Ilkka Vertanen. I am an e-commerce enthusiast and a sales fanatic. I'm passionate about developing digital businesses and online sales.

    During daytime, I use a live chat primed for sales to deliver increased revenue from digital channels. With sales chat, I boost lead generation and increase conversion rates. Rest of my time I spent following latest trends in tech. Today Im especially interested in chatbots and virtual reality.

    For more check out my other content about digital business, e-commerce, sales, live chat, and chatbots here: ilkkavertanen.com.

    ABOUT THE AUTHOR

    @IlkkaVertanen ilkkavertanen.com

    http://ilkkavertanen.com

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