GoResponse Telephone Answering Service Staff

Optimise webchat by reducing pop-ups

Webchat has become a new and essential tool for call centres, with many businesses turning to this solution as a way to enhance engagement with consumers. However, this is one case where getting the balance right is important. In fact, limiting the use of proactive chat pop-ups can actually optimise the service and ensure customers are not inadvertently deterred from remaining on websites.

For many consumers, browsing websites can be improved with the help of some agent advice. This is the reason that many companies choose to proactively engage people with a pop-up chat to ask if help is required and lead customers toward the sales or services funnel. Whilst this can be useful under the right circumstances, there are times when unwanted chat pop-ups can be too much.

If telephone answering services want to use chat pop-ups, it is worth taking the time to identify key parts of the consumer journey in which to implement them. For example, if consumers are showing behaviour akin to abandoning their shopping cart, proactively using chat can be a good idea. However, contacting people within 10 seconds of arriving on a website could deter them from sticking around. There is a fine line between positive and negative engagement.

In general, call centres should use rule-based triggers, such as the number of pages viewed or the fact that someone has visited the FAQ page, to generate the chat function. Otherwise, firms should be wary of using chat too much.

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