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Modelli di chat proattivi

Un servizio clienti reattivo è la norma da anni, tuttavia, sempre più aziende stanno adottando un approccio più proattivo, che si è dimostrato altamente efficiente. In effetti, la ricerca di BT ha rilevato che al 78% dei consumatori piace quando le organizzazioni si accorgono di avere difficoltà con un sito web o nel completamento di un ordine e contattano direttamente il cliente per cercare di aiutarlo. È qui che entrano in gioco gli inviti di chat proattivi. Gli inviti di chat proattivi basati su trigger, altamente personalizzati e perfettamente sincronizzati possono migliorare l’esperienza dell’utente, garantirne la soddisfazione e offrire maggiori opportunità di vendita.

Galleria di inviti alla chat
Esempio di chat proattiva

Cosa è la chat proattiva?

A differenza delle chat reattive, le chat proattive vengono avviate dall’azienda (manualmente o automaticamente). Gli inviti automatici alle chat proattive possono essere attivati in base a delle informazioni specifiche sui visitatori, a delle regole predefinite e a varie metriche di comportamento, come la pagina corrente che stanno navigando, il numero di volte che hanno visitato il tuo sito, la quantità di tempo che hanno trascorso navigando sul tuo sito web e molto altro ancora.

Se utilizzata in modo strategico, la chat proattiva può aiutare a creare fiducia con i visitatori che ti scoprono la prima volta, aumentare il coinvolgimento degli utenti, aumentare la soddisfazione dei clienti (secondo uno studio, il 94% dei clienti che sono stati invitati in modo proattivo a chattare erano abbastanza o molto soddisfatti dell’esperienza), prevenire l’abbandono del carrello, ridurre la frequenza di rimbalzo, aumentare i tassi di conversione e aumentare i valori medi degli ordini.

Inviti proattivi alla chat in LiveAgent - mockup

Best practice per la chat proattiva

  • Dai ai tuoi visitatori un po’ di tempo per guardarsi intorno prima di invitarli a chattare: imposta il momento giusto in base al tempo medio trascorso su ciascuna pagina.
  • Rendi più facile per i visitatori accettare o rifiutare un invito alla chat proattivo per assicurarsi che si sentano in controllo della loro esperienza di chat.
  • Non inviare più inviti alla chat durante la stessa sessione di navigazione, soprattutto dopo che un visitatore ha già rifiutato il tuo invito una volta.
  • Non abilitare la chat proattiva su ogni singola pagina, potrebbe infastidire i tuoi visitatori: scegli come target le pagine strategiche (come pagine di prodotti/prezzi/checkout).
  • Evita messaggi troppo generici. Rendi i tuoi inviti di chat proattivi personalizzati, specifici e pertinenti alla pagina in cui vengono visualizzati.
Animazione della Live Chat di LiveAgent

Modelli di chat proattivi per vari scenari

Inviti proattivi alla chat per i visitatori che arrivano al sito per la prima volta


“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.”

Inviti proattivi alla chat per i visitatori di ritorno


“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.”

Inviti proattivi alla chat per i visitatori esitanti


“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?”

Inviti di chat proattivi per le pagine dei prodotti


“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?”

Inviti di chat proattivi per le pagine dei prezzi


“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.”

Inviti di chat proattivi per le pagine di pagamento


“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.”

Inviti di chat proattivi per pagine ad alta frequenza di rimbalzo


“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.”

Inviti di chat proattivi per le pagine delle domande frequenti


“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 :)”

Inviti proattivi alla chat per opportunità di cross-selling/up-selling


“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?”

Esempi di inviti di chat proattivi specifici del settore


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

Cosa dovrei includere nell'invito proattivo alla live chat?

Quando avvii una chat, vuoi raccogliere delle informazioni dal cliente che ti aiuteranno a risolvere rapidamente il suo problema. Quando avvii una chat, chiedi al cliente alcune informazioni sul suo problema, sull’ordine, ecc. Prendi nota di tutte le informazioni che ottieni così da poterle utilizzare per risolvere il problema del cliente.

Come rispondere a un cliente arrabbiato attraverso la live chat?

Per rispondere a un cliente arrabbiato, fai una pausa per calmarti e poi scrivi una risposta che si concentri sulla soluzione. Inoltre, assicurati di spiegare le misure adottate per risolvere il problema.

Quanto deve essere lungo un invito proattivo alla live chat?

Un invito proattivo alla live chat deve essere conciso e facile da capire. Pertanto, dovrebbe essere composto da 1 o 2 frasi.

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