Examples of how to use proactive live chat in sales context (sales chat): Illustrated use cases for generating sales leads, driving more paid subscriptions, and for increasing average order value.

1. EXAMPLES FOR PROACTIVE
SALES CHAT

2. ”FOR AN ESTATE AGENCY WITH SALES CHAT, THE GOAL
IS TO OBTAIN MORE MARKET APPRAISALS, FOR A
SAAS BUSINESS AIM IS TO DRIVE MORE PAID
SUBSCRIPTIONS, AND FOR A TRAVEL AGENCY THE
PURPOSE IS TO INCREASE AVERAGE ORDER VALUE.”
@IlkkaVertanen
EXAMPLES FOR PROACTIVE SALES CHAT

3. Ilkka Vertanen @IlkkaVertanen ilkkavertanen.com
EXAMPLES FOR PROACTIVE CUSTOMER SERVICE CHAT
INTRO TO PROACTIVE CHAT
▸ The recipe for successful live chat operation is simple:
Direction, Quality, and Quantity.
▸ Of these principles, proactive chat helps you to control
direction. With proactive chat, you become the one
controlling who gets invited to chat.
▸ Proactive live chat is a chat conversation initiated by the
company instead of a website visitor. Rather than waiting
for a visitor to start chatting, a message is sent out to
greet the visitor inviting her to chat.

4. GENERATE SALES
LEADS

5. Example use case
CHATWITHUS

6. Example use case
CHATWITHUS
Amy 12:18:32
Hi! Interested in knowing how valuable your
property is? I’m here to give you an estimate
or agree on a time for a visit to the property.
Chat with expert

7. Example use case
CHATWITHUS
Amy 12:18:32
Hi! Interested in knowing how valuable your
property is? I’m here to give you an estimate
or agree on a time for a visit to the property.
Chat with expert
Goal: Convert visitor to market appraisal (sales lead)
Trigger:
Visitor lands on a selling related page.
Proactive message:
Relevant for a seller, not for a buyer.
Invites a bit hesitant visitor to chat.
How to measure:
1. Conversion: Chat to market appraisal
2. Total amount of market appraisal (all channels)
and % of market appraisals coming through chat

8. CONVERT USERS TO
PAYING CUSTOMERS

9. Example use case
CHATWITHUS

10. Example use case
CHATWITHUS
Amy 15:03:51
Hi there! I see you have created some great
zaps! What’s the next one? Message me for
ideas and help!
Chat with expert

11. Example use case
CHATWITHUS
Amy 15:03:51
Hi there! I see you have created some great
zaps! What’s the next one? Message me for
ideas and help!
Chat with expert
Goal: Convert the user from free plan to paid plan
Trigger:
User has reached the usage limit of the free plan.
Proactive message:
Offer help and encourage extended use.
Through conversation guide interested users to paid plans.
How to measure:
1. % chats lead to plan upgrades (purchases).

12. INCREASE AVERAGE
ORDER VALUE

13. Example use case
CHATWITHUS

14. Example use case
CHATWITHUS
Amy 20:35:47
Hi! Would you like to hear our
recommendations for accommodation?
Message me for advice.
Chat with expert

15. Example use case
CHATWITHUS
Amy 20:35:47
Hi! Would you like to hear our
recommendations for accommodation?
Message me for advice.
Chat with expertGoal: Upsell to a big spender.
Triggers:
Buyer has made selections indicating upsell opportunity.
Proactive message:
Offers assistance and recommendations. Relevant to
buyer's context.
How to measure:
1. Average order value: with chat vs. without chat
2. Average order value: targeted upsell chats vs. other
chats

16. TURNING LIVE CHAT OPERATIONS
TO LEAN, MEAN SALES MACHINES
Hi! My name is Ilkka Vertanen. I am an e-commerce
enthusiast and a sales fanatic. I'm passionate about
developing digital businesses and online sales.
During daytime, I use a live chat primed for sales to deliver
increased revenue from digital channels. With sales chat, I
boost lead generation and increase conversion rates. Rest
of my time I spent following latest trends in tech. Today I’m
especially interested in chatbots and virtual reality.
For more check out my other content about digital
business, e-commerce, sales, live chat, and chatbots here:
ilkkavertanen.com.
ABOUT THE AUTHOR
@IlkkaVertanen ilkkavertanen.com