{"id":175,"date":"2021-06-22T06:30:04","date_gmt":"2021-06-22T06:30:04","guid":{"rendered":"https:\/\/www.socialintents.com\/blog\/?p=175"},"modified":"2024-10-18T11:12:34","modified_gmt":"2024-10-18T11:12:34","slug":"live-chat-triggers","status":"publish","type":"post","link":"https:\/\/www.socialintents.com\/blog\/live-chat-triggers\/","title":{"rendered":"10 Live Chat Triggers That Will Boost Visitor Engagement"},"content":{"rendered":"\n

Are you trying to implement a proactive live chat strategy? Wondering what live chat triggers that would engage your website visitors?<\/p>\n\n\n\n

FACT: <\/strong>33 percent<\/a> of proactive chats receive a response. Which means that proactive chatting<\/a> helps you achieve your live chat goals – drive more leads<\/a>, start more sales chats<\/a>, or provide memorable customer service<\/a>.<\/p>\n\n\n\n

But for that to happen, you must overcome one of the biggest challenges when it comes to live chat – engage a visitor so that they\u2019d join a conversation with you. <\/p>\n\n\n\n

In this article, I\u2019ll show you exactly how to do that. <\/p>\n\n\n\n

Below, you\u2019ll find ten proactive live chat triggers and related message scripts that\u2019ll help you boost visitor engagement<\/strong>. <\/p>\n\n\n\n

Intrigued? Well, let\u2019s take it from the top, then.<\/p>\n\n\n\n

What Are Live Chat Triggers?<\/h2>\n\n\n\n

Chat triggers are smart rules you can set up to track visitors’ activities on the website, and use to send automated messages to engage them with live chat.<\/p>\n\n\n\n

Let me draw a comparison to explain it better. <\/p>\n\n\n\n

Imagine visiting an electronics store. The salesperson won\u2019t bother you while you are just browsing \u2060\u2014 at most, they\u2019ll greet you or ask if you need any help. Now, if you start looking at any particular item for longer, they will, most likely, approach you. They\u2019ll ask whether that\u2019s what you\u2019re looking for, and provide you with more information about the item.<\/p>\n\n\n\n

Well, chat triggers work similarly to that person. <\/p>\n\n\n\n

They observe what you do on the site, and react if you perform an action that suggests more than casual interest.<\/p>\n\n\n\n

For example, if you just scroll through the website, a properly-set system might trigger a greeting or \u201cHow may I help you?\u201d message. But it might also leave you be. But if you visit a product page, and continue viewing it further, your behavior might set a relevant live chat trigger, and engage you with a relevant message. <\/p>\n\n\n\n

Of course, there are many more use-cases and variations of proactive triggers, and we\u2019ll be talking about them shortly<\/p>\n\n\n\n

Different Types Of Live Chat Triggers<\/h2>\n\n\n\n

The more information you have about the visitor, the more compelling the message you send. <\/p>\n\n\n\n

(And the more effective the message, the better your <\/em>live chat metrics<\/em><\/a> look, by the way.)<\/em><\/p>\n\n\n\n

But what kind of information do you need for your chat triggers? These different types of live chat triggers will answer the question:<\/p>\n\n\n\n

Chat triggers based on time<\/h3>\n\n\n\n

You don\u2019t want to startle the visitor with a live chat pop-up as soon as they open the website. On the other hand, you want to send a chat invitation to make sure the visitor knows you are there to assist.<\/p>\n\n\n\n

Time-based chat triggers let you send the message based on the time the visitor spends on the web page or the website. For example, our Slack Live Chat Integration<\/a> page triggers this message after 15 seconds of the page loading:<\/p>\n\n\n\n

\"live<\/figure>\n\n\n\n

Chat triggers based on the URL<\/h3>\n\n\n\n

Let\u2019s continue with the previous example. On our Slack integration page, the message is \u201cCan I answer any questions about our Slack integration?\u201d. That\u2019s a page-based (or URL-based) trigger. <\/p>\n\n\n\n

Similarly, you can set trigger messages based on a specific page a person is visiting. For example: The support<\/em> page can have a message that proactively asks users to start chatting if they need any help. This betters customer experience, leading to a better retention rate, word of mouth, and more.<\/p>\n\n\n\n

Chat triggers based on visitor\u2019s past interactions<\/h3>\n\n\n\n

Almost no one ever visits a website for the first time and makes a purchase. You have to put visitors through the sales funnel to convert them into customers.<\/p>\n\n\n\n

\"\"\/<\/figure>\n\n\n\n

Sales Funnel – <\/em>Source<\/em><\/a><\/p>\n\n\n\n

Triggering chat messages based on the visitors\u2019 past interactions, i.e., knowing the stage of the funnel they are at, will lead to better conversions. For instance, a first-time visitor most probably won\u2019t know or trust you \u2060\u2014 you\u2019ll have to aware them of your offerings. Similarly, if it\u2019s the visitor\u2019s second or third time on the site, they are probably considering their options, and hence the message here should be to entice rather than make aware.<\/p>\n\n\n\n

Chat triggers based on visitor\u2019s exit intent<\/h3>\n\n\n\n

People visiting the website and leaving without performing your desired action is the worst scenario from a business perspective. Triggering chat messages based on exit intent can help you decrease the probability of that scenario. For example, you can send a coupon to a cart abandoner.<\/p>\n\n\n\n

Chat triggers based on URL parameters<\/h3>\n\n\n\n

Generally, the URL contains information of the place the visitor came from \u2060\u2014 it can be an affiliate site you\u2019re associated with, a PR article, a Facebook ad, etc.<\/p>\n\n\n\n

\"\"\/<\/figure>\n\n\n\n

Social Intents<\/em><\/a> homepage URL when visited from <\/em>Facebook<\/em><\/a><\/p>\n\n\n\n

You can set the message based on page URL parameters.<\/p>\n\n\n\n

Chat triggers based on knowable visitor info<\/h3>\n\n\n\n

Besides everything you collect about the visitor based on their interaction with your site, there are few things you can know from the get-go: things like the visitor\u2019s device and country. You can set chat triggers based on that too. For example, your chatbot can send a \u201cChat on Whatsapp\u201d message to mobile users.<\/p>\n\n\n\n

Chat triggers based on scroll depth<\/h3>\n\n\n\n

You can set a trigger to send a message when someone scrolls past a certain point of the page. For instance, if you reach the conclusion section of this blog post, a chat trigger message like \u201cHey, I see you are enjoying this article. You might also like our live chat best practices article<\/a> :)\u201d can help decrease bounce rate.<\/p>\n\n\n\n

Benefits Of Live Chat Triggers<\/h2>\n\n\n\n

You might be thinking, \u201cSo many chat triggers to set. So many messages to draft. But is it worth the effort?\u201d Well, you decide…after reading these benefits of proactive messaging:<\/p>\n\n\n\n

Live chat triggers increase customer satisfaction and loyalty<\/h3>\n\n\n\n

Setting up live chat triggers is all about anticipating customer needs and offering help or solutions. For example, if a customer is scrolling through the knowledgebase,  they are likely facing some problem. Offering help proactively (via live chat) will inevitably lead to a better customer experience and loyalty.<\/p>\n\n\n\n

Side Note<\/strong>: You can use Social Intents to chat with visitors from Slack or MS Teams. It will help you decrease the initial response time and let you manage internal and external communication on one platform.<\/p>\n\n\n\n

Chat triggers reduce abandoned carts<\/h3>\n\n\n\n

On average<\/a>, nearly 70% of people who add products to the shopping cart leave without purchasing. Exit intent chat triggers (like offering an exclusive discount code) can help reduce abandoned carts. <\/p>\n\n\n\n

Proactive chatting also increases AOV<\/h3>\n\n\n\n

Let\u2019s start this one with an example. One of the ways to reduce abandoned carts is by offering free shipping. Now, it\u2019s probably impossible for you to offer free shipping if someone is buying a $10 item. However, if the visitor adds another item worth $15, it\u2019s possible. Your trigger message can communicate just that to not only decrease abandoned carts but also increase AOV (or Average Order Value).<\/p>\n\n\n\n

Live chat triggers increase revenue<\/h3>\n\n\n\n

According to statistics<\/a>, live chat leads to a 48% increase in revenue per chat hour and a 40% increase in conversion rate. And as I mentioned earlier, 33% of proactive chats receive a response.<\/p>\n\n\n\n

In other words, live chat triggers get people to start a conversation and live chatting increases the conversion rate. The math is simple \u2060\u2014 live chat triggers increase revenue.<\/p>\n\n\n\n

Triggers decrease customer service costs too<\/h3>\n\n\n\n

Depending on your business, you can replace phone support with live chat, which is way cheaper. If you can\u2019t eliminate phone support, you can set chat triggers on relevant pages (like support, knowledgebase, FAQs) that encourage starting a chat instead of calling. Either way, live chat will increase efficiency and reduce costs<\/a>. How much? Statistics<\/a> show companies that offer live chat report a 2.6x improvement in customer care costs.<\/p>\n\n\n\n

Finally, trigger chat messages increase lead volume<\/h3>\n\n\n\n

You can acquire visitors\u2019 emails, names, and more through trigger chat messages. <\/p>\n\n\n\n

\"Example<\/h3>\n\n\n\n

For instance, you are likely to fill this form instead of looking for our contact page and sending in the query.<\/p>\n\n\n\n

10 Live Chat Triggers You Should Use For Maximum Impact:<\/h2>\n\n\n\n

1. First visit<\/h3>\n\n\n\n

Always assume that the first-time visitor doesn\u2019t know about you or your product or service. Likely, they won\u2019t even know a live chat agent is there to assist as soon as needed. Therefore, your live chat triggers should focus on a) awaring them of the live chat and b) awaring them of your solutions.<\/p>\n\n\n\n

Chat triggers:<\/h4>\n\n\n\n