Proactive Chat Invitations

Superlative Targeting for Chats and Click-to-Calls

One of the most powerful features across the spectrum of our product line, proactive chat allows websites to participate alongside their visitors rather than remaining anonymous and impersonal.

Engage Website Visitors Proactively

	What is Proactive Chat? Proactive chat is the ability to target a website visitor and then, using visual queues and coordinated sound effects, to deliberately invite that visitor to engage in a live chat interaction. Invitations can be made manually – with the user determining which invitation to send and to which visitor – or automatically through the implementation of a software rules engine.
	Doesn't Proactive Chat Annoy Visitors? Our research is very clear on this matter – proactive chat, when implemented correctly, is welcomed by website visitors and is especially appealing to more frequent shoppers. Statistics from our Benchmarking Report show that chatters engaged through proactive invitations are six times more likely to convert than regular website visitors.
	What's the Best Method for Sending Invitations? It depends on a number of factors. For smaller websites with less traffic, sending invitations manually has several advantages including the ability to track progress in real-time and make immediate changes based on that feedback. Websites with larger number of visitors generally benefit from the power of Bold Software's proactive rules engine which automatically issues invites based on predefined website visitor behavior.

Research on Proactive Effectiveness

Proactive engagement of website visitors is proven to drive sales and increase satisfaction. In our own proprietary research, we found that more than 50% of regular online shoppers find proactive invitations helpful. The research also revealed that the likelihood that proactive chat will positively influence a shopper's willingness to engage is related to a visitors shopping frequency – the more they shop, the more likely they are to accept an invitation.
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How the Rules Engine Works

BoldChat and BoldCCM products are equipped with a robust visitor monitoring capability. The data collected from this module is utilized across all products (except BoldChat Basic) to create invitation rules. Different rules can be created to target specific types of buyers, specific areas of the website, and specific locations in the sales funnel. The rules trigger one or more invitations and fire dependent on agent and skill-set availability.

Rules Criteria

Rules can be built with any combination of supported visitor data including:

• Search engine terms used to arrive on site
• First time vs. repeat visitors
• Minimum pages viewed
• Time elapsed from previous invitation
• Country
• Current site location
• Previous site location
• Entry URL
• Referring URL
• Minimum time on page
• Minimum time on site
• Plus a handful of advanced custom fields

Enterprises are free to create as many rule sets as they wish.

Invitation Types

The intelligent invitation engine supports multiple invitation types as follows:

Chat Invitations:

1. Simple graphic
2. Chat form
3. Pre-chat form

Call Invites:

1. Simple Image
2. Phone Form
3. Pre-Call Form
4. Pre-Call Schedule Form

Depending on the circumstances, one or the other invitation type may yield more impressive take-rates. Our professional services staff can assist organizations in implementing and testing each type of invite.

Built in Split Testing

The proactive rules engine includes the unique ability to automatically A/B test one proactive invitation against another. Similar in theory to the way many enterprises approach their pay-per-click campaigns, this feature of the invite engine will automatically calculate the acceptance rate for each invite to a 95% confidence interval.

What products include Proactive Chat Invitations?

BoldChat Basic includes the ability for users to send invitations to individual website visitors while all other products include the automatic rules engine.




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