Definition
Proactive messaging (or proactive chat) is when a live chat system automatically initiates a chat conversation with a website visitor based on predefined triggers and conditions, rather than waiting for the visitor to start.
Relevance to Live Chat
Chatway’s proactive messaging feature allows businesses to engage visitors at critical moments, offering assistance, promoting products, or preventing abandonment. This can significantly increase conversions and customer satisfaction.
Real-Life Use Cases
A website uses proactive messaging to automatically send a chat invitation like “Can I help you find something?” to visitors who have been Browse for over 2 minutes. On a product page, a targeted proactive message might offer a discount code to a visitor who lingers.
FAQs
Examples include a message offering help on a pricing page after 30 seconds, a discount offer on an exit-intent trigger, or a welcome message to first-time visitors.
You use proactive chat by setting up automated triggers based on visitor behavior (e.g., time on page, pages visited) to send targeted messages at opportune moments.
Yes, proactive chat is highly effective for sales and conversions as it allows you to reach out to hesitant buyers, answer questions, and guide them towards a purchase.
The best live chat for sales conversion will offer robust proactive messaging features, smart triggers, and analytics to track the impact on your conversion rates.