Over the years of manning live chat support, we have accumulated quite a number of tricks related to our triggers functionality. Since it’s the season of giving, we thought now would be a great time to share a couple of them with you!
1. Automated greetings
Let’s get started with the oldest trick in the book, the automated greeting. This trigger may be the simplest to implement but it is a tried and tested formula for increasing conversion.
Tailoring your messages to suit the needs of your potential customers. It is a sure-fire way to get more inquiries about your product.
How it works
2. Engage customers during the decision making stage
While automated greetings are a good start, there are even more effective ways of engaging your customers. They key to making good triggers is to understand your customer’s mindset, for example if someone is spending a long time on a single product page, pricing page or even promotion page, there is a chance that they are considering purchase.
We can make use of that information to set up triggers with tailored messages to engage customers on depending on which pages they are at, clarify doubts and eventually convert them.
How it works:
3. Flag customers whom you have paid money for
Imagine someone walking into your store with your store’s flyer in their hands. Well, now you can have the digital equivalent of that.
Triggers can be used to tag customers who have arrive at your site through paid advertising. It requires quite a bit of setup but trust us, it is well worth it. Knowing what they saw before they arrived at your site, allows you to tailor your approach.
To implement this trigger we identify unique information within the URL which can be used to identify a source. An example would be Google Adwords, all visits which go through Adwords will have a ‘gclid’ within the URL.
How it works:
4. Preempting your customer’s questions
If you already have high traffic to your site (that’s great!) and you have an overwhelming number of chats, the best method of coping would be to increase the number of agents. Our flexible per agent billing allows you to only pay for what you need.
However, if that is not possible, you could fashion a set of triggers that responds to basic questions that your customers might have. Check out the following example of trying to preempt the questions of “How much is the shoe?”
How it works:
When it comes down to it, nothing beats the personal touch of having an agent on chat, but sometimes everyone needs a little help. Our triggers are perfect for that situation giving you the power to engage users and passing the baton to human agents once the customer is engaged.
The possibilities are limitless when it comes to triggers and we’d love if you share with us how you’ve been using them in the comments!