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But it can take a lot of time for your chat agents to type out these standard messages time after time.
This is where automated canned messages can really help.
When customers chat with chat agents, they pick up useful information they may want to keep in their records.
The problem is that most people don’t record every conversation, so this information can get lost.
Chat agents that know about all of your product lines can quickly identify upsell and cross-sell opportunities.
Action: Identify a list of target pages where you want to increase the conversion rate, and program them to automatically raise the chat offer after a period of 30 – 60 seconds.
When customers initiate a chat session, they should be allowed to provide some preliminary information, within a pre-chat survey, that will set the direction of the chat session.
The pre-chat survey also allows you to quickly route the chat session to the agent who is most qualified to handle the conversation.
Action: Design a pre-chat survey form that allows customers to set the direction of the conversation.
Customers may refuse the offer to engage in live chat, but this is not bad.