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Proactive live chat is a feature of live chat software that allows you to start chatting with visitors even before they initiate a conversation.

This can be a great way to engage visitors and provide them with the information they need, while also establishing yourself as an authority in your industry.

On a global average, over 70% of consumers have a more favorable view of a company that offers proactive customer service notifications and are more likely to purchase from that company. Proactive live chat can also be used to increase customer satisfaction by addressing issues before they become problems. By being proactive, you can nip any potential issue in the bud and avoid a negative customer experience.

When used correctly, proactive live chat can be a powerful tool to increase sales and conversions. Here are some of the most important:

Resolve Customer Issues Quickly

By providing customers with the ability to chat with a customer service representative in real-time, Live chat software can help you resolve customer issues more quickly and efficiently.

Reduce Customer Wait Time

Live chat software can also help you reduce customer wait times by allowing customers to chat with a representative while they are waiting on hold.

Increase Customer Satisfaction

By providing a more convenient and efficient way for customers to communicate with your company, Proactive live chat software can help you increase customer satisfaction.

Improve First Call Resolution Rates

Proactive live chat software can also help you improve first call resolution rates by providing customers with the ability to chat with a representative before they call customer service.

Reduce Customer Effort

Live chat software can help you reduce customer effort by allowing customers to chat with a representative without having to wait on hold or be transferred to multiple departments.

Make it Easy for Customers to Contact You

Live chat software can also help you make it easy for customers to contact you by providing them with a direct link to chat with a representative.

Eliminate Language Barriers

Live chat software can help you eliminate language barriers by providing customer service representatives who are fluent in multiple languages.

Provide 24/Hour Customer Service

Proactive live chat software can also help you provide 24-hour customer service by providing customer service representatives who are available to chat with customers around the clock.

Reduce Costs

Live chat software can also help you reduce costs by eliminating the need for customer service representatives to be available to answer phone calls during off-peak hours.

Improve Sales and Marketing Effectiveness

Live chat software can also help you improve sales and marketing effectiveness by providing customer service representatives who are trained to upsell and cross-sell products and services.

Increase Customer Retention

Proactive live chat software can also help you increase customer retention by providing customer service representatives who are available to chat with customers on a regular basis.

Increase the Chances of Customers Making a Purchase

Live chat software can also help you reduce shopping cart abandonment by providing customer service representatives who are available to chat with customers who abandon their shopping carts. Answering customer questions in real-time can help increase the chances of a customer completing their purchase.

Reduce Call Volume

Live chat software can also help you reduce incoming call volume by allowing customers to chat with a customer service representative instead of calling customer service. Setting a proactive chat message that directs customers to chat with a representative can help reduce the number of incoming calls.

Chatting with customers is not a one-way street. By starting conversations that wouldn’t have happened otherwise, you can increase the chance of winning new business from these potential leads and boost your revenue by providing value in ways other than cost-saving or “additional service” offers. If you’re looking for a way to improve customer service, proactive live chat software is a great option to consider.