Understanding Reactive vs. Proactive Chat Interactions
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 customers to seek help when they need it.
Proactive chat, on the other hand, involves agents reaching out to customers based on predefined criteria. This can be set up using triggers in Zendesk Chat, allowing you to engage with customers automatically. For example, you might set a trigger to invite customers to chat if they linger on a page for a certain amount of time. While proactive chat can enhance customer experience and reduce cart abandonment, it can also significantly increase chat volume, so it's wise to start with reactive chat if you're new to deploying chat.
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