Proactive Chat

[Bethgill]

Switching to Hubspot from another live chat platform, I'm having trouble finding a true proactive live chat feature. Is there a way to see a list of live shoppers on the website and directly reach out to them without using a chat bot? We are missing a huge opportunity for revenue here. Any help or ideas? 

[jolle · Accepted solution]

Hey @Bethgill, thanks for reaching out!

The HubSpot chat tool has some settings that may be helpful here (check out the 3. Display - customize the bot's appearance section in this Knowledge Base article for...

1. Pop open the welcome message as a prompt — when the user visits a page with your chatbot, it will display the welcome message. The user can either close the chat launcher or engage with the first message. This could be a helpful option if you want to quickly make the user aware of the chat option
2. Show the welcome message when a trigger is met. You can also tell HubSpot to pop open the chat based on exit intent, time on page, or % of the page scrolled:

So even if a visitor isn't personally engaging with the chatbot, you're in control of when they're prompted to engage with it. These settings are probably your best bet for getting a chat conversation in front of a user.

I don't believe that there's a way to see a list of specific live shoppers on the website, including their contact information. Google Analytics will give you a count of live website visitors, but you can't reach out them personally. 

All you can do is ensure that:

1. You have your chatbot optimized (i.e., make it easy to engage, provide instant value, provide page-optimized content and options, include options for all customer journey stages)
2. Your have your website optimized for conversion (i.e., include calls-to-action to take a next step or contact your team with questions, ensure you have relevant, helpful content that guides the user through that next step)

If you're seeing a bunch of drop-off on your website, there could be something missing or not functioning as expected. Consider talking to leads and prospects about their experience on their website to see if anything could be improved. You should also talk to your sales team to see if there are any recurring questions/challenges that you can address on your website. 

Hope this helps get you started!!