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Proactive chat templates

Reactive customer service has been the norm for years, however, more and more businesses are adopting a more proactive approach, which has proven to be highly efficient. In fact, BT’s research found that 78% of consumers like it when organizations notice they have been having difficulty with a website/completing an order and contact them directly to try and help. That’s where proactive chat invitations come in. Triggered-based, highly personalized, and perfectly timed proactive chat invitations can improve user experience, ensure customer satisfaction, and deliver more sales opportunities. 

Chat invitation gallery
Proactive chat example

What is proactive chat?

Unlike reactive chats, proactive chats are initiated by the company (either manually or automatically). Automated proactive chat invitations can be triggered based on specific visitor information, pre-defined rules, and various behavior metrics such as the current page they’re browsing, the number of times they’ve visited your site, the amount of time they’ve spent browsing your website, and more.

When used strategically, proactive chat can help build up trust with first-time visitors, boost user engagement, increase customer satisfaction (according to one study, 94% of customers who were proactively invited to chat were somewhat or very satisfied with the experience), prevent shopping cart abandonment, reduce bounce rate, increase conversion rates, and increase average order values.

proactive Chat invitation
Proactive chat invitation gallery

Proactive chat best practices

  • Give your visitors some time to look around before inviting them to chat – set the right timing based on the average time spent on each page.
  • Make it easy for visitors to accept or decline a proactive chat invitation to ensure they feel in control of their chat experience.
  • Don’t send multiple chat invitations during the same browsing session – especially after a visitor has already rejected your invitation once.
  • Don’t enable proactive chat on every single page, that might only irritate your visitors – target strategic pages instead (such as product/ pricing/ checkout pages).
  • Avoid messages that are too generic. Make your proactive chat invitations customized, specific, and relevant to the page they pop-up on.
Proactive chat templates

Proactive chat templates for various scenarios

Proactive chat invitations for first-time visitors

Proactive chat invitations for return visitors

Proactive chat invitations for hesitant visitors

Proactive chat invitations for product pages

Proactive chat invitations for pricing pages

Proactive chat invitations for checkout pages

Proactive chat invitations for high bounce rate pages

Proactive chat invitations for FAQ pages

Proactive chat invitations for cross-selling/ up-selling opportunities

 Industry-specific proactive chat invitation examples

Frequently asked questions

What should you include in the proactive live chat invitation?

When you initiate a chat, you want to gather information from the customer that will help you solve the customer’s problem quickly. When you initiate a chat, you’ll want to ask the customer about their issue, order information, etc. Whatever information you obtain, take note of it so you can use it to address the customer’s concern.

How to respond to an angry customer through live chat?

To respond to an angry customer, pause to calm down, then write an answer that focuses on the solution. Moreover, make sure to explain any steps you took to resolve their problem.

How long should a proactive live chat invitation be?

A proactive live chat invitation should be concise and easy to understand.
Thus, it should be between 1 and 2 sentences.

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