Proaktivni predlošci za chat

Reaktivna korisnička služba bila je uobičajena godinama, međutim, sve je više tvrtki koje usvajaju proaktivniji pristup, koji se pokazao vrlo učinkovitim. Zapravo, BT-ovo istraživanje je pokazalo da se 78% potrošača sviđa kad organizacije primijete da imaju poteškoća s web mjestom/ispunjavanjem narudžbe i izravno ih kontaktiraju kako bi pokušali pomoći. Tu dolaze proaktivne pozivnice za chat. Zasnovane na trigerima, visoko personalizirane i savršeno tempirane proaktivne pozivnice za chat mogu poboljšati korisničko iskustvo, osigurati zadovoljstvo kupaca i pružiti više mogućnosti prodaje.

Chat invitation gallery
Proactive chat example

Što je proaktivni chat?

Unlike reactive chats, proactive chats are initiated by the company (either manually or automatically). Automated proactive chat invitations can be triggered based on specific visitor information, pre-defined rules, and various behavior metrics such as the current page they’re browsing, the number of times they’ve visited your site, the amount of time they’ve spent browsing your website, and more.

Kada se strateški koristi, proaktivni chat može pomoći u izgradnji povjerenja kod posjetitelja koji su tu po prvi puta, povećati angažman korisnika i povećati zadovoljstvo kupaca (prema jednoj studiji, 94 % kupaca koji su proaktivno pozvani na razgovor bili su donekle ili vrlo zadovoljni iskustvom), spriječiti napuštanje košarice, smanjiti stopu napuštanja početne stranice, povećati stope pretvorbe i povećati prosječne vrijednosti narudžbe.

LiveAgent proactive chat invitations - mockup

Najbolji primjeri iz prakse za proaktivni chat

  • Dajte posjetiteljima malo vremena da se razgledaju prije nego što ih pozovete na razgovor – postavite pravo vrijeme na temelju prosječnog vremena provedenog na svakoj stranici.
  • Olakšajte posjetiteljima da prihvate ili odbiju proaktivni poziv na chat kako bi se osigurali da osjećaju kontrolu nad svojim iskustvom chata.
  • Nemojte slati više pozivnica za chat tijekom iste sesije pregledavanja – pogotovo nakon što je posjetitelj već jednom odbio vašu pozivnicu.
  • Nemojte omogućiti proaktivni chat na svakoj stranici, što može samo iritirati vaše posjetitelje – umjesto toga ciljajte strateške stranice (kao što su stranice s proizvodima/cijenama/naplatama).
  • Izbjegavajte preopćenite poruke. Neka vaše proaktivne pozivnice za chat budu prilagođene, specifične i relevantne za stranicu na kojoj se pojavljuju.
Live Chat by LiveAgent animation

Proaktivni predlošci chata za različite scenarije

Proaktivne pozivnice za chat za prvi put posjetitelje


“Thanks for stopping by. Can I help you with something?”

“We’re happy you’re here! 🙂 Can you tell me what you’re looking for?”

“Welcome! I am [Agent name]. What inspired you to visit us today?”

“Hi there, looking for something? I’m here and ready to chat. What’s on your mind?”

“Welcome! Can I point you in the right direction?”

“Hi there! Let me know if you have any questions while you’re looking around.”

“Hi there! It looks like you’re visiting quite a few of our web pages. Can we help you find anything?”

“Yes, I’m a real human. Bots haven’t stolen my job just yet 🙂 If you have any questions, I’d be happy to help.”

“Hello! [Agent name] here, I am the regional representative for [country/region/city]. How may I assist you?”

“Our chat service triggers after you’ve spent a certain amount of time on a page, so if you have any questions or doubts, we can help. If you would prefer to look around you can just close the chat. It won’t trigger twice.”

Proaktivne pozivnice za chat za povratne posjetitelje


“Hi there, welcome back! How may I help you today?”

“Welcome back! Do you have any questions about your order?”

“Good to see you’re back! Any questions about [product name]? I am here to help.”

“Happy to see you again, [Customer name]! What can we do for you today?”

“Hello [Customer name], welcome back. What brings you to our website today?”

“A little birdie told me you came back. What inspired you to visit us today?”

“Hello again [Customer name]. Are you shopping for yourself today? Tell me if you need any help :)”

“Hi [Customer name], it’s great to see you back! Would you like to learn about this week’s special offers?”

“Welcome back, [Customer name]! Have you seen our latest promo? Chat with me for details.”

Proaktivne pozivnice za chat za neodlučne posjetitelje


“It looks like you’ve been inactive for a while. Can we help you find something?”

“We know that making a choice here can be hard. If you need any help, I’m here to guide you.”

“It seems like you’ve been inactive for a few minutes. Did you need help navigating our site?”

“[Agent name] here 🙂 I understand that having too many options can be ovewhelming. May I help you to decide?”

“Hi there! It’s been a while since you’ve reviewed your shopping cart. Are you ready to check-out, or can we help you find anything else?”

“Hi [Customer name], the promotion on [product name] is about to expire. Would you like to chat for details?”

“Hi [Customer name]. Let me tell you it is a worthy investment if you purchase [product name] now. The offer is going to expire tonight. Chat for details?”

Proaktivne pozivnice za chat za stranice proizvoda


“Hi there, do you have any questions about [product name]? I’m here to help, let’s chat :)”

“Welcome! I see you’re browsing our product page. I’m available to chat if you have any questions.”

“Hello! I’m available if you’d like to have a chat about our products :)”

“Good morning! I see you are browsing our collection of [products]. Let me know if I can assist you!”

“Hi [Customer name], may I introduce you to our new arrivals?”

“Hi there, do you have any questions about this product or its technical specifications? I’m here if you do.”

“This is one of our most popular items this season! We only have a few left in stock, let me know if you have any questions!”

“Hi [Customer name], if you buy [product name] today you can save 30%. Do you want to chat and learn more about the offer?”

“Hello [Customer name], can I explain the special discounted price on the products you are interested in?”

“Hi [Customer name], we have a great sale running today on one of our most popular products. Can I tell you about it?”

Proaktivne pozivnice za chat za stranice s cijenama


“Wondering what’s the right plan for you? Tell me a bit about your business and I’ll help you decide.”

“Hi there! Any questions about our pricing plans? I’d be happy to help.”

“Hi [Customer name], this is [Agent name]. Exploring our pricing plans? Let me help you choose the right one for you!”

“Thanks for visiting! Let’s chat about the right plan for you and your business.”

“Seems that you are visiting our pricing page frequently. Can I help you decide on the right plan?”

“Not sure which plan is right for you? Let’s chat and I’ll give you my best advice.”

Proaktivne pozivnice za chat za stranice za naplatu


“Hi there, thanks for stopping by! Do you need any assistance with your purchases?”

“[Agent name] here. Let me know if you need a hand with your purchase today.”

“Hey! Do you need any assistance with your order? I’ll be happy to help.”

“Any questions about our shipping, payment options, refund policies, or otherwise? I’m here to help :)”

“Hi there, did you know that we offer free shipping for orders over [purchase value]? May I help you get to it?”

“You’ve got great taste! Let me know if you have any questions during the checkout, or if you run into any technical difficulties.”

“[Customer name], you’re almost there! Is there anything I can help you with?”

“Hey there, you almost made it! Have any questions or need help? Let’s chat :)”

“Hi there! I noticed you encountered an error message. I am here to help you to place your order. Message me for assistance.”

“Did you know we offer a 100% refund on all orders (even sale items)? I’m here to chat if you want to know more.”

Proaktivne pozivnice za chat za stranice s velikom stopom napuštanja početne stranice


“Hi there! Unsure whether you need a product demo? I’m happy to answer your questions.”

“Hello there! Have any questions about our product demo? I’m here to answer them :)”

“Thanks for stopping by! I can explain [product name] installation steps for you, if you’re interested . Shall I start?”

“Hi [Customer name], may I guide you through the sign-up/ download/ installation process?”

“Hi [Customer name], do you need any help with the sign-up process/ downloading/ installing the app? Just drop me a line.”

“Hi there! Signing up takes less than a minute. Would you like me to guide you through the process?”

“Welcome! Setting up your account is quick and easy. Need a helping hand? I’m here to guide you.”

Proaktivne pozivnice za chat za stranice s čestim pitanjima


“Hi there, it seems that you have some questions in mind. May I help you get them answered?”

“[Agent name] here. May I help you find a solution to your problem?”

“Hi [Customer name], can’t find what you’re looking for? I’m here to answer your questions.”

“Can’t find your question? I’d be happy to help, let’s chat!”

“Chat is the fastest way to get your questions answered. Let’s talk :)”

“Just checking in to see if I can help answer any questions you may have. Let me know :)”

“Hi there, need answers? I’m here to help you out. Yes, I’m a real human :)”

Proaktivne pozivnice za chat za mogućnosti unakrsne prodaje/uvećane prodaje


“I have good news for you! We have a special offer running today that can save you 20% on [product name]. Care to know about the details? ”

“Hey there, we just wanted to let you know that [product name] is on sale right now, if you felt like saving a few dollars today.”

“Hi [Customer name], did you know that you can save [amount of money] buying [product A] and [product B] together? I’m here if you need more details!”

“Hi [Customer name], most of our customers who bought [product A] also bought [product B] to go with it. Would you like more details?”

“Hi [Customer name]! It looks like you’re purchasing [product A]. Could we interest you in [product B] as well? They complement each other nicely. :)”

“Hey there! Just a quick tip: [product A] belongs to our [X series]. Would you also like to take a look at the other products in this series?”

“Hi there! Since you’re purchasing [product A], we’d recommend [product B] as well. Past customers have found that purchasing these items together made their lives easier.”

“Before you check-out, you should know that we’re currently offering [promotion]. Would you like to take advantage of this limited-time offer?”

Primjeri proaktivnih pozivnica za chat za industriju


eCommerce: “Hey! Need help choosing a great pair of running shoes? Let’s chat :)”

Travel: “Hi there! Would you like to hear our recommendations for your accommodation? Message me for advice.”

Real Estate: “Hi! Are you looking for a rental apartment, buying a home or selling your property? Message me for help.”

Software development: “Hi there! What brings you to our website today? Do you have a project in mind?”

Insurance: “Need help finding the right insurance plan? I’m here to give you my best advice.”

Banking: “Hi there, it looks like you might need a little help understanding these account options. We’ve got an account expert standing by. Click here to chat.”

Education: “Welcome! Any questions about our courses and fees? I’d be happy to help!”

Često postavljana pitanja

Što biste trebali uključiti u proaktivnu pozivnicu za chat uživo?

Kada započnete razgovor, želite od kupca prikupiti informacije koje će vam pomoći da brzo riješite problem kupca. Kada započnete chat, morat ćete pitati kupca o njihovom izdanju, podacima o narudžbi itd. Bez obzira na informacije koje dobijete, zabilježite ih kako biste ih mogli koristiti za rješavanje kupčeve zabrinutosti.

Kako odgovoriti ljutitom kupcu putem chata uživo?

Da biste odgovorili ljutitom kupcu, zaustavite se da biste se smirili, a zatim napišite odgovor koji se usredotočuje na rješenje. Štoviše, svakako objasnite sve korake koje ste poduzeli da biste riješili njihov problem.

Koliko bi duga trebala biti proaktivna pozivnica za chat uživo?

Proaktivni poziv za chat uživo trebao bi biti sažet i jednostavan za razumijevanje.
Dakle, trebao bi biti između 1 i 2 rečenice.

Take advantage of our free 14-day trial.

Test all that LiveAgent has to offer, including our smart proactive live chat invitations. Deploy them based on specific action-based triggers and engage your customers today.

Nazad na predloške Kreirajte račun besplatno

Naša web stranica koristi kolačiće (cookie). Ukoliko nastavite, smatramo kako ste dopustili korištenje cookie-a kako je i napisano i našoj Politika privatnosti i cookie pravila.

×
Dogovorite jedan na jedan poziv i otkrijte koje pogodnosti LiveAgent može donijeti vašem poduzeću.

Dostupni smo na više datuma

Dogovorite demo