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Proactive Chat

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Proactive Chat

Proactive Chat allows a company to determine if they would like to initiate interaction with any customer that is browsing their website.

 

An example of where proactive chat could be initiated is when a customer has been completing a web form for a certain number of minutes and this time is deemed to be longer than the expected norm.  We may pop up an offer to chat with an agent to assist the customer.  Also when someone visits a webpage for a pre-determined number of times in a single session this too could prompt them to be asked if they would like to chat with an available agent.

 

  1. Settings

Settings in Visitor Tracking will determine when an offer is made and what will happen should the person browsing the webpage reject the offer.

 

  1. Web Chat Settings

Current Web Chat rules apply before any offer can be presented to a customer. An offer can only be presented if:

 

  • it is within chat business hours
  • the chat channel is available
  • an agent is available

 

If any of these rules are not meet, an offer will not be presented.  See previous section for details on the Web Chat Settings.

 

  1. Offer Options

There are three options available to the customer when an offer is successfully presented.

 

These are examples of an offer that can be presented to a customer. Offers can be customized to be specific for your website; they can also include logos and images.

 

 

 

  • Accept
  • The customer can accept the offer.
  • Click on accept will present the customer with a web chat client window to allow the customer to start a chat session.
  • If the customer is registered in Multichannel, the web chat client details will be automatically populated.
  • Reject
  • The customer can reject the offer.
  • Click on reject will remove the offer from the screen.
  • Rejection of an offer can affect the presentation of the next offer, depending on how settings and proactive offer rules are defined.
  • Ignore
  • The customer can ignore the offer. This means the customer did not select accept or reject the offer, and therefore has not performed an action.
  • The system will automatically set the offer to be ignored after the ‘Consider an offer ignored after’ time period.
  • Ignoring an offer can also affect the presentation of the next offer, this will depend on what settings are defined.
  • Note: When an offer is ignored the next offer is presented based on the Minimum Interval Between Offers time period starting from when the previous offer was presented, not when the previous offer was ignored. There may be a minor variance in this time based on the Poll Interval time.
  • Passive Ignore
  • A passive ignore is where an offer has been presented to the customer, and the browser has been closed before the customer could choose to accept or reject the offer, and before the offer could be considered ignored by the system (before the ‘Consider an offer ignored after’ time period as defined in Visitor Tracking Settings).
  • The system will consider this offer to be ignored after the elapsed ‘Consider an offer ignored after’ time plus two ‘Poll Interval’ times.

 

  1. Accept

If the customer accepts an offer, and there is a link from the customer identifier on the website to CustomerRef1 within the application then the customer details as they exists in Multichannel will be populated into the Web Chat Client.  The details populated when a match is found will be the Primary Email Address and First Name fields.

 

 

If the customer exists in Multichannel, the customer details will also appear in the Active Session tab.

 

 

  • Once an offer has been accepted and a chat session has been started (i.e. the chat message is sitting in the queue or has been picked up by a Multichannel agent), offers will no longer be presented to the customer until the current chat session has been completed.
  • Once an offer has been accepted and a chat session has been started, the customer can continue to move around the website and their movements will continue to be tracked.

 

  1. Rules
  • Rules (both settings and proactive offer rules) will apply to an entire session. i.e. if the customer has been presented with an offer, regardless of where the customer moves to next, they are likely to be presented with the same offer again. This can be changed by configuring the priorities, rejection, and ignored rules.
  • If two rules match of the same priority, the offer presented to the customer will seem random.

 

 

 

 

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