Determine Optimal Timing for Live Chat on Your Website
How should I determine the timing for enabling live chat on my website?
Determining the right timing for live chat availability is key to managing chat volume effectively. Initially, it's recommended to restrict chat to an average 8-hour workday, such as 9 a.m. to 5 p.m., to keep it manageable. This way, you only need to staff Zendesk Chat during these hours, and you can set up Operating Hours to prevent agents from going online outside of these times.
Monitor peak periods, as over 50% of chats typically occur between 10:00 a.m. and 3:00 p.m., with the majority happening on Mondays and Tuesdays. As your business grows, you may need to extend support hours or even offer 24-hour chat support. Adjust your Operating Hours settings accordingly to accommodate these changes.
More related questions
How can I optimize the location of the Zendesk Chat widget on my website?
Placing the Zendesk Chat widget strategically on your website can significantly impact your chat volume and customer satisfaction. Generally, the widget should be placed where it aligns with your business goals. For instance, retailers might…
What are the best practices for managing chat access on my website?
Managing chat access is crucial to keeping your chat volume at a manageable level. One effective strategy is to limit chat access to specific customer groups, such as VIP customers, by placing the chat widget behind a gated page. This not only…
What is the difference between reactive and proactive chat interactions?
Reactive and proactive chat interactions offer different approaches to engaging with customers. Reactive chat occurs when a customer initiates a chat by clicking on the widget, and an agent responds. This method is straightforward and allows…
How can proactive chat help reduce cart abandonment?
Proactive chat can be a powerful tool in reducing cart abandonment by engaging customers at critical moments in their purchase journey. By setting up triggers in Zendesk Chat, you can automatically invite customers to chat when they meet certain…
What factors influence the volume of chats on my website?
Several factors can influence the volume of chats on your website, including the location of the chat widget, who has access to it, the timing of its availability, and whether the chat is reactive or proactive. Each of these elements can be…
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