Episode 189 – Avoid These 4 Mistakes with Proactive Chat

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A Tech Tuesday Episode. All things Technology related to providing digital customer service.

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“No one is useless in this world who lightens the burdens of another.” – Charles Dickens

Book of the day: High-tech, High-touch Customer Service – Micah Solomon

Informed by ProvideSupport’s blog post titled “Best Practice for Proactive Chat. To Engage or Not to Engage?” by Maria Lebed 10.05.2013

Agent Tech for Digital Customer Support

  •  Who is Provide Support?
    • Chat Platform
      • Native operator console for Windows, Mac OS, Linux
      • Round-the-clock customer support
      • Transfer files up to 100MB via chat
      • Co-browser to follow and proactively navigate your visitors
    • Great articles, best practices, etc.
  • What Does the Article Say?
    • Proactive Chat: Mass Engagement vs. Targeted
      • Mass engagement – invite everyone to chat
      • Targeted invitations – invite customers who exhibit certain behaviors
        • Customers keep going in circles between a couple pages, like they’re looking for something but can’t find it
        • Customers spend a long time on one page
        • Customers put something in their shopping cart but then fail to complete the transaction
    • Other Tips
      • 3 Most Important Targeting Criteria
        • Time
        • Location
        • Navigation History
      • Opportunities for proactive chat
        • Triggered error messages
        • Abandoned shopping carts
        • Low performing pages (places where people exit the website)
        • Target high traffic pages
  • 4 Things to Avoid with Proactive Chat
    • Targeting users too quickly
    • Inviting customers who already rejected an invite during the same session
    • Not providing an option to opt-out of the chat invite
    • Generic invitation language

Jobs

Who’s Doing it Well?

Brought to you by:

    • The Social Pack: Get on the inside to stay on the topside. Join today!
    • ParknFly: Save 10% off Posted Rate Reserve Now 
    • bluehostThe Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days fo signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services. Click here to learn more:
    • Ticket Liquidator:  Concerts, Sports Theater tickets. Buy or sell!
    • GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or closeouts. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
    • CraftBeerClub.comGood People Drink Good Beer. Get the finest craft beers from America’s best microbreweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
    • OneTravel: Search and compare flights from over 450 airlines.

Jobs

Who’s Doing it Well?

About the author, Frankie Saucier

Frankie Saucier created the Socially Supportive podcast because believes that in order to advance digital and social customer care, leaders must come together in a community where colleagues can collaborate on the latest strategies and discuss the best technology. The Socially Supportive podcast creates a space for that community to thrive. She is also the Founder and CEO of Socially Supportive, a digital consultancy that helps brands communicate effectively with customers online. Frankie is a member of several consortiums, including the Social Care Leaders Group, an international group of leaders in the digital and social care space. She has over 20 years' experience in customer experience, including 7 years creating and running the digital customer support team at the 3rd largest cable company in the U.S. She also holds a bachelors in Mass Communications.

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