Making Proactive Chat Work
Maximizing Sales And Service Requires Ongoing Refinement
June 4, 2010
Why Read This Report
Many online consumers want help from a live person while they are shopping online; in fact, 44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a Web site can offer. Proactive chat can provide this type of customer support, ultimately achieving multiple business goals for eBusiness professionals, including reducing abandonment, improving conversions, and driving customer satisfaction. Implementing proactive chat can be a complex process that requires aligning multiple business areas. However, a successful proactive chat implementation doesn't end with a check mark next to the word "done"; savvy eBusiness professionals understand that proactive chat success requires ongoing refinement of the business rules that will trigger chat invitations, staffing, and customer experience.
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Tools And Templates
Vendor Selection Aids
- Features To Consider In Chat Vendor Selection
Table of Contents
- Proactive Chat Has Many Potential Business Benefits
- Implementing Proactive Chat Is A Complex Process
- Three Key Elements Of Proactive Chat Require Ongoing Refinement
- Supplemental Material
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