Conversations with qualified web visitors

Do your prominent prospects and customers get the help they need? Don’t just make help available wherever necessary, but also whenever necessary. By implementing Livecom 6G Pro-active, you can help your visitors when they show active interest, appearing ready to buy or in need of extra help.

Livecom 6G Pro-active adds dynamics to your website by presenting every visitor with content that is attuned to his or her current behaviour and unique customer profile. 6G Pro-active is an optional module, developed by Livecom’s Professional Services team, which may be used alongside Livecom’s globally used chat and co-browse software. A pro-active approach has several advantages. In case of problems, help can be offered so that visitors have a much better surfing and shopping experience. For companies, this entails a greater opportunity to convert fast surfers into buyers.

How it works
6G Pro-active monitors all customer activities on a web page. By using preset business rules, actions can be taken in response to on-the-spot chances or threats. A frequent response to live surfing behaviour is an inline invitation to a chat by an online consultant. Different types of action can be linked to triggers and business rules. Invitations can be sent automatically, but also manually by a staff member who monitors the online surfing behaviour.

Examples of triggers:

• A visitor stays on a page for more than 30 seconds.
• A visitor moves his cursor over a certain button or text for more than 3 times.
• A partly filled-in field remains untouched for more than 20 seconds.

Examples of business rules:

• A visitor who bought more than € 500 online in the past year, is now looking at a similar product-detail page for the third time.
• A visitor who entered the website by typing in ‘endowment mortgage’ on Google, clicks on a detail page but does not proceed to click on the button ‘request consultation’.
• A visitor who has not indicated he received a satisfactory answer, is leaving the FAQ section.

Examples of actions:

• Showing an invitation by a customer service employee for help via web chat (floating invitation).
• Showing a VIP telephone number instead of the regular telephone number (dynamic contact button).
• Showing a special offer (dynamic content block or placeholder).

Key features of 6G Pro-active:

• Pushing inline invitations to chat sessions, chatbot talks, call-me-now conversations or other self-service applications.
• Real-time or delayed account of web visits per contact within the 6G Agent Workstation (AWS), with the possibility to set and adjust filters and invite people manually.
• Automatic enhancement of contact profiles.
• Creation of custom events and Key Performance Indicators (KPI) for measuring the influence of online customer contact on conversion and retention (repeat visits).
• Real-time and delayed qualification of contacts on the basis of scorecards.
• Creating business rules on the basis of triggers and scorecards.
• Pushing content and adjusting content blocks (placeholders) on the basis of a short JavaScript code that will be integrated in all pages where 6G Pro-active is switched on.
• In combination with 6G Webchat, 6G Call & Contact Management or 6G E-mail, a staff member can simply link separate contact profiles in real-time.