What is Proactive Chat?

By Hal Werner

Proactive chat is the ability to target a website visitor and then, using visual cues and coordinated sound effects, to deliberately invite that visitor to engage in a live chat interaction. The invitation can be an image or a small chat window with a custom message that says, for example, “Questions?”

Proactive chat intelligently expands customer engagement to key web visitors without overloading agent capacity. Administrators like the ease of the single scripting environment for voice, email and chat. Supervisors value how agents can improve workload by managing multiple chats. Customers love getting help when it counts.