You must have noticed a chat box that automatically pops up every time you visit a business website. The message in the chatbox usually begins with, “ Hi, how can I help you today?”. This is an example of proactive chat support.
Proactive live chat is initiated by the chat operators who ask the visitors if they need any assistance before the visitors ask for help.
Benefits of proactive
1. Operators gain more control
2. High conversion rate
3. Better customer understanding
Reactive live chat involves customer service agents reacting to a customer’s inquiry. Unlike proactive chat, reactive live chat requires customers to ask for help.
Benefits of reactive
1. Customers ask for help only when they need it
2. Requires less planning than proactive support
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