Modèles de chat proactifs
Le service client réactif a été la norme pendant des années, cependant, de plus en plus d’entreprises adoptent une approche plus proactive, qui s’est avérée très efficace. En fait, Les recherches de BT ont révélé que 78 % des consommateurs apprécient que les entreprises remarquent qu’ils ont rencontré des difficultés avec un site internet/une commande et les contactent directement pour tenter de les aider. C’est là que les invitations proactives au chat entrent en jeu. Les invitations de chat proactives basées sur des déclencheurs, hautement personnalisées et parfaitement synchronisées peuvent améliorer l’expérience de l’utilisateur, garantir la satisfaction du client et générer davantage d’opportunités de vente.
Qu’est-ce que le chat proactif ?
Contrairement aux chats réactifs, les chats proactifssont initiés par l’entreprise (soit manuellement, soit automatiquement). Les invitations automatisées à des chats proactifs peuvent être déclenchées sur la base d’informations spécifiques sur les visiteurs, de règles prédéfinies et de diverses mesures du comportement, telles que la page actuelle sur laquelle ils naviguent, le nombre de fois qu’ils ont visité votre site, le temps qu’ils ont passé sur votre site internet, etc.
Lorsqu’il est utilisé de manière stratégique, le chat proactif peut aider à instaurer la confiance avec les premiers visiteurs, à stimuler l’engagement des utilisateurs, à augmenter la satisfaction des clients (selon une étude, 94% des clients invités de manière proactive à chatter étaient plutôt ou très satisfaits de l’expérience), à prévenir abandon de panier, réduire le taux de rebond, augmenter les taux de conversion et augmenter les valeurs moyennes des commandes.
Meilleures pratiques de chat proactif
- Donnez à vos visiteurs le temps de regarder avant de les inviter à discuter – définissez le bon temps en fonction du temps moyen passé sur chaque page.
- Faites en sorte qu’il soit facile pour les visiteurs d’accepter ou de refuser une invitation à un chat proactive afin qu’ils aient le sentiment de contrôler leur expérience de chat.
- N’envoyez pas plusieurs invitations à chatter au cours d’une même session de navigation, surtout si un visiteur a déjà rejeté votre invitation une fois.
- N’activez pas le chat proactif sur toutes les pages, cela ne ferait qu’irriter vos visiteurs. Ciblez plutôt les pages stratégiques (comme les pages de produits, de prix ou de paiement).
- Évitez les messages trop génériques. Faites en sorte que vos invitations au chat proactif soient personnalisées, spécifiques et pertinentes par rapport à la page sur laquelle elles apparaissent.
Modèles de chat proactif pour divers scénarios
Invitations proactives à chatter pour les nouveaux visiteurs
“Thanks for stopping by. Can I help you with something?”
“We’re happy you’re here! 🙂 Can you tell me what you’re looking for?”
“Welcome! I am [Agent name]. What inspired you to visit us today?”
“Hi there, looking for something? I’m here and ready to chat. What’s on your mind?”
“Welcome! Can I point you in the right direction?”
“Hi there! Let me know if you have any questions while you’re looking around.”
“Hi there! It looks like you’re visiting quite a few of our web pages. Can we help you find anything?”
“Yes, I’m a real human. Bots haven’t stolen my job just yet 🙂 If you have any questions, I’d be happy to help.”
“Hello! [Agent name] here, I am the regional representative for [country/region/city]. How may I assist you?”
“Our chat service triggers after you’ve spent a certain amount of time on a page, so if you have any questions or doubts, we can help. If you would prefer to look around you can just close the chat. It won’t trigger twice.”
Invitations proactives à chatter pour les visiteurs de retour
“Hi there, welcome back! How may I help you today?”
“Welcome back! Do you have any questions about your order?”
“Good to see you’re back! Any questions about [product name]? I am here to help.”
“Happy to see you again, [Customer name]! What can we do for you today?”
“Hello [Customer name], welcome back. What brings you to our website today?”
“A little birdie told me you came back. What inspired you to visit us today?”
“Hello again [Customer name]. Are you shopping for yourself today? Tell me if you need any help :)”
“Hi [Customer name], it’s great to see you back! Would you like to learn about this week’s special offers?”
“Welcome back, [Customer name]! Have you seen our latest promo? Chat with me for details.”
Invitations proactives à chatter pour les visiteurs hésitants
“It looks like you’ve been inactive for a while. Can we help you find something?”
“We know that making a choice here can be hard. If you need any help, I’m here to guide you.”
“It seems like you’ve been inactive for a few minutes. Did you need help navigating our site?”
“[Agent name] here 🙂 I understand that having too many options can be ovewhelming. May I help you to decide?”
“Hi there! It’s been a while since you’ve reviewed your shopping cart. Are you ready to check-out, or can we help you find anything else?”
“Hi [Customer name], the promotion on [product name] is about to expire. Would you like to chat for details?”
“Hi [Customer name]. Let me tell you it is a worthy investment if you purchase [product name] now. The offer is going to expire tonight. Chat for details?”
Invitations proactives au chat pour les pages de produits
“Hi there, do you have any questions about [product name]? I’m here to help, let’s chat :)”
“Welcome! I see you’re browsing our product page. I’m available to chat if you have any questions.”
“Hello! I’m available if you’d like to have a chat about our products :)”
“Good morning! I see you are browsing our collection of [products]. Let me know if I can assist you!”
“Hi [Customer name], may I introduce you to our new arrivals?”
“Hi there, do you have any questions about this product or its technical specifications? I’m here if you do.”
“This is one of our most popular items this season! We only have a few left in stock, let me know if you have any questions!”
“Hi [Customer name], if you buy [product name] today you can save 30%. Do you want to chat and learn more about the offer?”
“Hello [Customer name], can I explain the special discounted price on the products you are interested in?”
“Hi [Customer name], we have a great sale running today on one of our most popular products. Can I tell you about it?”
Invitations proactives au chat pour les pages de tarification
“Wondering what’s the right plan for you? Tell me a bit about your business and I’ll help you decide.”
“Hi there! Any questions about our pricing plans? I’d be happy to help.”
“Hi [Customer name], this is [Agent name]. Exploring our pricing plans? Let me help you choose the right one for you!”
“Thanks for visiting! Let’s chat about the right plan for you and your business.”
“Seems that you are visiting our pricing page frequently. Can I help you decide on the right plan?”
“Not sure which plan is right for you? Let’s chat and I’ll give you my best advice.”
Invitations proactives au chat pour les pages de paiement
“Hi there, thanks for stopping by! Do you need any assistance with your purchases?”
“[Agent name] here. Let me know if you need a hand with your purchase today.”
“Hey! Do you need any assistance with your order? I’ll be happy to help.”
“Any questions about our shipping, payment options, refund policies, or otherwise? I’m here to help :)”
“Hi there, did you know that we offer free shipping for orders over [purchase value]? May I help you get to it?”
“You’ve got great taste! Let me know if you have any questions during the checkout, or if you run into any technical difficulties.”
“[Customer name], you’re almost there! Is there anything I can help you with?”
“Hey there, you almost made it! Have any questions or need help? Let’s chat :)”
“Hi there! I noticed you encountered an error message. I am here to help you to place your order. Message me for assistance.”
“Did you know we offer a 100% refund on all orders (even sale items)? I’m here to chat if you want to know more.”
Invitations proactives au chat pour les pages à taux de rebond élevé
“Hi there! Unsure whether you need a product demo? I’m happy to answer your questions.”
“Hello there! Have any questions about our product demo? I’m here to answer them :)”
“Thanks for stopping by! I can explain [product name] installation steps for you, if you’re interested . Shall I start?”
“Hi [Customer name], may I guide you through the sign-up/ download/ installation process?”
“Hi [Customer name], do you need any help with the sign-up process/ downloading/ installing the app? Just drop me a line.”
“Hi there! Signing up takes less than a minute. Would you like me to guide you through the process?”
“Welcome! Setting up your account is quick and easy. Need a helping hand? I’m here to guide you.”
Invitations proactives au chat pour les pages FAQ
“Hi there, it seems that you have some questions in mind. May I help you get them answered?”
“[Agent name] here. May I help you find a solution to your problem?”
“Hi [Customer name], can’t find what you’re looking for? I’m here to answer your questions.”
“Can’t find your question? I’d be happy to help, let’s chat!”
“Chat is the fastest way to get your questions answered. Let’s talk :)”
“Just checking in to see if I can help answer any questions you may have. Let me know :)”
“Hi there, need answers? I’m here to help you out. Yes, I’m a real human :)”
Invitations proactives à des chats pour des opportunités de ventes croisées et de ventes incitatives
“I have good news for you! We have a special offer running today that can save you 20% on [product name]. Care to know about the details? ”
“Hey there, we just wanted to let you know that [product name] is on sale right now, if you felt like saving a few dollars today.”
“Hi [Customer name], did you know that you can save [amount of money] buying [product A] and [product B] together? I’m here if you need more details!”
“Hi [Customer name], most of our customers who bought [product A] also bought [product B] to go with it. Would you like more details?”
“Hi [Customer name]! It looks like you’re purchasing [product A]. Could we interest you in [product B] as well? They complement each other nicely. :)”
“Hey there! Just a quick tip: [product A] belongs to our [X series]. Would you also like to take a look at the other products in this series?”
“Hi there! Since you’re purchasing [product A], we’d recommend [product B] as well. Past customers have found that purchasing these items together made their lives easier.”
“Before you check-out, you should know that we’re currently offering [promotion]. Would you like to take advantage of this limited-time offer?”
Exemples d’invitations au chat proactif spécifiques à un secteur d’activité
eCommerce: “Hey! Need help choosing a great pair of running shoes? Let’s chat :)”
Travel: “Hi there! Would you like to hear our recommendations for your accommodation? Message me for advice.”
Real Estate: “Hi! Are you looking for a rental apartment, buying a home or selling your property? Message me for help.”
Software development: “Hi there! What brings you to our website today? Do you have a project in mind?”
Insurance: “Need help finding the right insurance plan? I’m here to give you my best advice.”
Banking: “Hi there, it looks like you might need a little help understanding these account options. We’ve got an account expert standing by. Click here to chat.”
Education: “Welcome! Any questions about our courses and fees? I’d be happy to help!”
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Frequently asked questions
Que devez-vous inclure dans l'invitation proactive au chat en direct ?
Lorsque vous lancez un chat, vous voulez recueillir des informations auprès du client qui vous aideront à résoudre rapidement son problème. Lorsque vous lancez une discussion, vous souhaitez interroger le client sur son problème, sur les informations relatives à sa commande, etc. Quelles que soient les informations que vous obtenez, notez-les afin de pouvoir les utiliser pour résoudre le problème du client.
Comment répondre à un client en colère par le biais du chat en direct ?
Pour répondre à un client en colère, faites une pause pour vous calmer, puis rédigez une réponse qui se concentre sur la solution. Veillez à expliquer toutes les mesures que vous avez prises pour résoudre son problème.
Quelle doit être la durée d'une invitation à un chat en direct proactif ?
Une invitation proactive par chat en direct doit être concise et facile à comprendre. Elle doit donc comporter entre une et deux phrases.
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