Plantillas de chat proactivo
El servicio al cliente reactivo ha sido la norma durante años, sin embargo, cada vez más empresas están adoptando un enfoque más proactivo, que ha demostrado ser altamente eficiente. De hecho, una investigación de BT encontró que el 78% de a los consumidores les gusta cuando las organizaciones notan que han tenido dificultades con un sitio web / completar un pedido y se ponen en contacto con ellos directamente para intentar ayudar. Ahí es donde entran en juego las invitaciones de chat proactivas. Las invitaciones de chat proactivas basadas en activación, altamente personalizadas y perfectamente sincronizadas pueden mejorar la experiencia del usuario, garantizar la satisfacción del cliente y brindar más oportunidades de ventas.
¿Qué es el chat proactivo?
A diferencia de los chats reactivos, los chats proactivos son iniciados por la empresa (manual o automáticamente). Las invitaciones automáticas al chat proactivo pueden dispararse en función de la información específica del visitante, de reglas predefinidas y de diversas métricas de comportamiento, como la página actual por la que está navegando, el número de veces que ha visitado tu sitio, el tiempo que ha pasado navegando por tu web, etc.
Cuando se usa estratégicamente, el chat proactivo puede ayudar a generar confianza con quienes visitan por primera vez, impulsar la participación del usuario y aumentar la satisfacción del cliente (según un estudio, 94 % de los clientes que fueron invitados de forma proactiva a chatear estaban algo o muy satisfechos con la experiencia ), evitar el abandono del carrito de compras , reducir el porcentaje de rebote, aumentar las tasas de conversión y aumentar los valores promedio de los pedidos.
Mejores prácticas de chat proactivo
- Dale a tus visitantes un poco de tiempo para mirar a su alrededor antes de invitarlos a chatear – establece el momento adecuado según el tiempo promedio que pasa en cada página
- Facilita que los visitantes acepten o rechacen una invitación de chat proactiva para asegurarse de que se sientan en control de su experiencia de chat.
- No envíes varias invitaciones de chat durante la misma sesión de navegación, especialmente después de que un visitante ya haya rechazado tu invitación una vez.
- No habilites el chat proactivo en cada una de las páginas, eso solo podría irritar a tus visitantes – en su lugar, orienta tus anuncios a páginas estratégicas (como páginas de productos / precios / pago).
- Evita los mensajes que sean demasiado genéricos. Haga que tus invitaciones de chat proactivas sean personalizadas, específicas y relevantes para la página en la que aparecen.
Plantillas de chat proactivas para varios escenarios
Invitaciones de chat proactivo para quienes visitan por primera vez
“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.”
Invitaciones de chat proactivo para visitantes que regresan
“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.”
Invitaciones de chat proactivo para visitantes indecisos
“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?”
Invitaciones de chat proactivo para páginas de productos
“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?”
Invitaciones de chat proactivo para páginas de precios
“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.”
Invitaciones de chat proactivo para las páginas de pago
“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.”
Invitaciones de chat proactivas para páginas con alta tasa de rebote
“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.”
Invitaciones de chat proactivo para páginas de preguntas frecuentes
“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 :)”
Invitaciones de chat proactivas para oportunidades de venta cruzada / venta superior
“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?”
Ejemplos de invitaciones de chat proactivas específicas de la industria
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
¿Qué debes incluir en la invitación proactiva al chat en vivo?
Cuando inicias un chat, deseas recopilar información del cliente que te ayudará a resolver el problema del cliente rápidamente. Cuando inicies un chat, querrás preguntarle al cliente sobre su problema, la información del pedido, etc. Cualquiera que sea la información que obtengas, tenla en cuenta para poder utilizarla para abordar la inquietud del cliente.
¿Cómo responder a un cliente enojado a través del chat en vivo?
Para responder a un cliente enojado , haz una pausa para calmarte y luego escribe una respuesta que se centre en la solución. Además, asegúrate de explicar los pasos que tomaste para resolver su problema.
¿Qué larga debe ser una invitación proactiva a un chat en vivo?
Una invitación proactiva a un chat en vivo debe ser concisa y fácil de entender. Por lo tanto, debe estar entre 1 y 2 oraciones.
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