If you are using Chatra, you probably know about these two features:
- automatic triggers that allow you to automatically send a message to a visitor when certain conditions are met;
- visitors online list that allows you to see visitors who are currently browsing your website and initiate a conversation manually.
Maybe you are not using these features because you think that it may annoy visitors. But let us assure you: it’s not true.
All customers can be divided into two groups: those who prefer to do everything on their own, and those who’d like to be engaged. Like in real life: when visiting a shop, some people go straight to the shop assistant, and some people prefer to search for a required item on their own.
If you are waiting for customers to message you first, you are missing those customers who wouldn’t mind being engaged proactively.
Maybe you already gave those features a try but didn’t see any proper results?
We would like to remind you that the effectiveness of using automatic triggers and list of online visitors depends on how you are using them.
Let’s start with things you shouldn’t do, because they are annoying:
- Making the chat window pop up a few seconds after a visitor lands on the page. Give your visitors some time to look around, don’t jump at them right away.
- Sending another proactive invitation to visitors who rejected invitations earlier. Use “Time since the last proactive invitation” and “Chat history with a visitor” conditions to make your invitations less intrusive.
- Using generic phrases like “Hi! How can I help you?”, especially when you start a conversation manually. The visitor may think that it’s a bot, so they are less likely to react to your message.
Now let’s get to the things that you should definitely do:
— Prevent cart abandonment and set up a trigger on the checkout page and/or in the shopping cart. If a visitor spends too much time on one of these pages, it usually means that they have difficulties or doubts. Offer your assistance or give a discount.
— Prevent visitors from leaving your top exit pages. You can use some traffic analytics tool to see on which pages your visitors leave your website the most, and create triggers for those pages. For example, you can give them an interesting offer. Don’t know what to offer? Check this article for some inspiration.
— Use automatic triggers on the help section/FAQ/knowledge base/Contact Us pages. If a visitor went to such page, they definitely have something to ask, and your assistance won’t go amiss.
— Personalize texts. Forget about generic phrases and try using the visitor information you can see (location, pages browsed, referrer URL, etc.) to personalize your message. If you are using automatic triggers – try playing around with various conditions. You can send different invitations to first-time and returning visitors.
— Try using automatic triggers on most visited pages. Of course, not all visitors will appreciate your invitation, but using triggers on pages that are visited the most can make a great difference to your invitation acceptance rate, especially if the timing and wording is right.
Extra tip: Make your questions easy to answer. It depends on the page and website, but generally the less a visitor has to type, the more likely they are to reply.
In the end, the more people you try to chat with, the more conversions can happen and the more sales you can make.
By the way, do you know that automatic triggers in Chatra can work even when you are offline? When creating triggers for offline mode, change the texts to let visitors know when they can expect a reply.
Please check our guide on all the available conditions for automatic triggers. And feel free to chat with us if you run into any difficulties.