Should I use proactive chat?

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In the world of e-commerce, you need to convert your website visitors into paying customers in a short time. How do you do that? There are various ways, but one common method used by e-shops and SaaS businesses around the world is proactive chat, where a chat window pops up on the visitor's screen to offer support. However, since many businesses are opting for it these days, maybe it's better to go in a different direction and avoid proactive communication? So, let's see what the indicators are.
Helpful, not frustrating

There are general rules for good customer service. We all know them. But when it comes to proactive communication, some companies go too far. Pop-ups are annoying for web visitors, even if they have a high bulgaria telegram database click-through rate. We recommend limiting them to one pop-up per session.
It's statistically proven that a second popup (either a proactive chat window or a CTA popup) significantly reduces customer interest. It's like an unwritten rule: one popup is cool, but two or more seems to alienate people and make them think your brand is trying to push things too hard.
Know your statistics
Depending on your niche, proactive chat may be more or less effective. Take a look at the chart below and you'll see what we mean:


So, for example, proactive chat won't be as effective if you offer education, healthcare, or travel . Consumer services, recreation, technology . The Atomic Team doesn't recommend using proactive chat with an acceptance rate below 3.5%. Otherwise, you risk discouraging potential customers. You may work in a niche that doesn't require encouragement, or your encouragement to ask for help may seem fake.

We would like to explain a bit about the e-commerce acceptance rate of proactive chat. As can be seen in the graph, e-commerce customers showed a 3.8% acceptance rate for proactive communication. This can vary greatly depending on the exact type of products or services you are selling. Setting up a proactive chat feature is recommended considering the fact that the e-commerce acceptance rate is still higher than the minimum mark.