Izkoristite proaktivna povabila na klepet za izboljÅ”anje uporabniÅ”ke izkuÅ”nje in ponudbo veÄ prodajnih priložnosti. Preberite veÄ o proaktivnih predlogih za klepet na naÅ”i spletni strani!
Reaktivne storitve za stranke so že veÄ let obiÄaj, vse veÄ podjetij pa sprejema bolj proaktiven pristop, ki se je izkazal za zelo uÄinkovitega. Dejansko je raziskava družbe BT pokazala, da je 78% potroÅ”nikom vÅ”eÄ, ko organizacije opazijo, da imajo težave s spletnim mestom/izpolnjevanjem naroÄila, in se obrnejo neposredno nanje, da poskusijo in pomagajo. Tu pridejo proaktivna povabila klepetaĀ Sprožena, zelo personalizirana in popolnoma Äasovno doloÄena proaktivna povabila klepeta lahko izboljÅ”ajo uporabniÅ”ko izkuÅ”njo, zagotovijo zadovoljstvo strank in ponudijo veÄ prodajnih priložnosti.
Za razliko od reaktivnih klepetov proaktivne klepete zaÄne podjetje s poÅ”iljanjem povabilo na klepet (roÄno ali samodejno). Samodejna proaktivna povabila na klepet se lahko sprožijo na podlagi specifiÄnih podatkov o obiskovalcih, vnaprej doloÄenih pravilih in razliÄnih meritvah vedenja, kot so trenutna stran, po kateri brskajo, kolikokrat so obiskali vaÅ”e spletno mesto, koliko Äasa so porabili za brskanje po vaÅ”em spletnem mestu in Å”e veÄ.
Äe se proaktivni klepet uporablja strateÅ”ko, lahko pripomore k vzpostavljanju zaupanja med obiskovalci, ki prviÄ obiÅ”Äejo, poveÄa angažiranost uporabnikov, poveÄa zadovoljstvo strank (na podlagi ene Å”tudije je bilo 94% strank, ki so bile proaktivno povabljene na klepet, nekoliko ali zelo zadovoljnih z izkuÅ”njo), prepreÄite opustitev nakupovalne koÅ”arice, zmanjÅ”ajte stopnjo obiskov ene strani, poveÄajte stopnje konverzije in poveÄajte povpreÄne vrednosti naroÄil.
āWeāre happy youāre here! š Can you tell me what youāre looking for?ā
āWelcome! I am [Agent name]. What inspired you to visit us today?ā
āHi there, looking for something? Iām here and ready to chat. Whatās on your mind?ā
āWelcome! Can I point you in the right direction?ā
āHi there! Let me know if you have any questions while youāre looking around.ā
āHi there! It looks like youāre visiting quite a few of our web pages. Can we help you find anything?ā
āYes, Iām a real human. Bots havenāt stolen my job just yet š If you have any questions, Iād be happy to help.ā
āHello! [Agent name] here, I am the regional representative for [country/region/city]. How may I assist you?ā
āOur chat service triggers after youāve 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 wonāt trigger twice.ā
āWelcome back! Do you have any questions about your order?ā
āGood to see youāre back! Any questions about [product name]? I am here to help.ā
āHappy to see you again, [Customer name]! What can we do for you today?ā
āHello [Customer name], welcome back. What brings you to our website today?ā
āA little birdie told me you came back. What inspired you to visit us today?ā
āHello again [Customer name]. Are you shopping for yourself today? Tell me if you need any help :)ā
āHi [Customer name], itās great to see you back! Would you like to learn about this weekās special offers?ā
āWelcome back, [Customer name]! Have you seen our latest promo? Chat with me for details.ā
āWe know that making a choice here can be hard. If you need any help, Iām here to guide you.ā
āIt seems like youāve been inactive for a few minutes. Did you need help navigating our site?ā
ā[Agent name] here š I understand that having too many options can be ovewhelming. May I help you to decide?ā
āHi there! Itās been a while since youāve reviewed your shopping cart. Are you ready to check-out, or can we help you find anything else?ā
āHi [Customer name], the promotion on [product name] is about to expire. Would you like to chat for details?ā
āHi [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?ā
āWelcome! I see youāre browsing our product page. Iām available to chat if you have any questions.ā
āHello! Iām available if youād like to have a chat about our products :)ā
āGood morning! I see you are browsing our collection of [products]. Let me know if I can assist you!ā
āHi [Customer name], may I introduce you to our new arrivals?ā
āHi there, do you have any questions about this product or its technical specifications? Iām here if you do.ā
āThis 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!ā
āHi [Customer name], if you buy [product name] today you can save 30%. Do you want to chat and learn more about the offer?ā
āHello [Customer name], can I explain the special discounted price on the products you are interested in?ā
āHi [Customer name], we have a great sale running today on one of our most popular products. Can I tell you about it?ā
āHi there! Any questions about our pricing plans? Iād be happy to help.ā
āHi [Customer name], this is [Agent name]. Exploring our pricing plans? Let me help you choose the right one for you!ā
āThanks for visiting! Letās chat about the right plan for you and your business.ā
āSeems that you are visiting our pricing page frequently. Can I help you decide on the right plan?ā
āNot sure which plan is right for you? Letās chat and Iāll give you my best advice.ā
ā[Agent name] here. Let me know if you need a hand with your purchase today.ā
āHey! Do you need any assistance with your order? Iāll be happy to help.ā
āAny questions about our shipping, payment options, refund policies, or otherwise? Iām here to help :)ā
āHi there, did you know that we offer free shipping for orders over [purchase value]? May I help you get to it?ā
āYouāve got great taste! Let me know if you have any questions during the checkout, or if you run into any technical difficulties.ā
ā[Customer name], youāre almost there! Is there anything I can help you with?ā
āHey there, you almost made it! Have any questions or need help? Letās chat :)ā
āHi there! I noticed you encountered an error message. I am here to help you to place your order. Message me for assistance.ā
āDid you know we offer a 100% refund on all orders (even sale items)? Iām here to chat if you want to know more.ā
āHello there! Have any questions about our product demo? Iām here to answer them :)ā
āThanks for stopping by! I can explain [product name] installation steps for you, if youāre interested . Shall I start?ā
āHi [Customer name], may I guide you through the sign-up/ download/ installation process?ā
āHi [Customer name], do you need any help with the sign-up process/ downloading/ installing the app? Just drop me a line.ā
āHi there! Signing up takes less than a minute. Would you like me to guide you through the process?ā
āWelcome! Setting up your account is quick and easy. Need a helping hand? Iām here to guide you.ā
ā[Agent name] here. May I help you find a solution to your problem?ā
āHi [Customer name], canāt find what youāre looking for? Iām here to answer your questions.ā
āCanāt find your question? Iād be happy to help, letās chat!ā
āChat is the fastest way to get your questions answered. Letās talk :)ā
āJust checking in to see if I can help answer any questions you may have. Let me know :)ā
āHi there, need answers? Iām here to help you out. Yes, Iām a real human :)ā
āHey 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.ā
āHi [Customer name], did you know that you can save [amount of money] buying [product A] and [product B] together? Iām here if you need more details!ā
āHi [Customer name], most of our customers who bought [product A] also bought [product B] to go with it. Would you like more details?ā
āHi [Customer name]! It looks like youāre purchasing [product A]. Could we interest you in [product B] as well? They complement each other nicely. :)ā
āHey 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?ā
āHi there! Since youāre purchasing [product A], weād recommend [product B] as well. Past customers have found that purchasing these items together made their lives easier.ā
āBefore you check-out, you should know that weāre currently offering [promotion]. Would you like to take advantage of this limited-time offer?ā
Travel: āHi there! Would you like to hear our recommendations for your accommodation? Message me for advice.ā
Real Estate: āHi! Are you looking for a rental apartment, buying a home or selling your property? Message me for help.ā
Software development: āHi there! What brings you to our website today? Do you have a project in mind?ā
Insurance: āNeed help finding the right insurance plan? Iām here to give you my best advice.ā
Banking: āHi there, it looks like you might need a little help understanding these account options. Weāve got an account expert standing by. Click here to chat.ā
Education: āWelcome! Any questions about our courses and fees? Iād be happy to help!ā
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Ko zaÄnete klepet, želite od stranke zbrati informacije, ki vam bodo pomagale hitro reÅ”iti njeno težavo. Ko zaÄnete klepet, boste želeli stranko vpraÅ”ati o njeni težavi, informacijah o naroÄilu itd. Ne glede na informacije, ki jih dobite, si jih zabeležite, da jih boste lahko uporabili za obravnavo skrbi stranke.
Äe želite odgovoriti jezni stranki, se ustavite, pomirite, nato napiÅ”ite odgovor, ki se osredotoÄa na reÅ”itev. Poleg tega ne pozabite pojasniti vseh korakov, ki ste jih sprejeli za reÅ”itev njene težave.
Proaktivno povabilo klepeta v živo mora biti kratko in lahko razumljivo. Tako naj bo dolgo med 1 in 2 stavkoma.
Predloge elektronske poŔte portala za stranke
Predloge e-poÅ”tnih predlog za stranke omogoÄajo samopostrežno izmenjavo informacij, iskanje reÅ”itev in postavljanje poizvedb. E-poÅ”tna sporoÄila za preverjanje, pozdravna in potrditvena sporoÄila ter ponastavitvena e-poÅ”tna sporoÄila z geslom so kljuÄnega pomena. E-poÅ”tna sporoÄila s povratnimi informacijami in povabili so pomembna za vzpostavitev uÄinkovite komunikacije s strankami. PriporoÄljivo je uporabljati e-poÅ”tne predloge v obliki HTML za sporoÄila, ki spodbujajo k dejanju. Pomembno je tudi, da se e-poÅ”tna sporoÄila poÅ”iljajo takoj, ko je to potrebno, da se uporabnikom omogoÄi nemoten dostop do portala za stranke.
Odgovori na vpraŔanja o izdelkih/storitvah
Podjetje vrednoti mnenja in povratne informacije strank ter spodbuja uporabo baze znanja za samopostrežbo. Svetujejo, naj se stranke ob prvem stiku seznanijo z bazo znanja, kar lahko zmanjŔa stroŔke in olajŔa reŔevanje težav.
Klicni center življenjepis mora biti urejen in berljiv. Telefonska podpora ostaja priljubljena, zato je pomembno, da agenti uporabljajo pravilen jezik in bonton pri interakciji s strankami. Nasveti vkljuÄujejo zaÄetne fraze, zahteve za informacije, zadrževanje in prenaÅ”anje klicev ter obravnavanje jeznih strank.
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NaŔa spletna stran uporablja piŔkotke. Z nadaljevanjem uporabe te strani soglaŔate z uporabo piŔkotkov, kot je navedeno v naŔem pravilnik o zasebnosti in piŔkotkih.