Live Agent Engine Placement
Overview
Our AI Chat is designed to handle up to 95% of customer questions. But sometimes, live assistance brings more opportunities to generate revenue and provide personalized assistance. We offer countless options for both strategically placed buttons promoting the Live Agent Engine and better chat placement within your website and app environments.
Placement- Live Chat Buttons
Encourage users to engage directly with agents if they inquire about revenue-generating topics. We see more sales leads directed to agents when users are prompted with a "Live Chat" button strategically positioned within related responses.
In the above example, note that we do not promote the live escalation option in the welcome message. Once we learn that the user is interested in buying tickets, the chat not only presents ticketing options but offers a quick reply labeled "Speak with a Live Rep". When the user decides to click "Season Tickets", we see the "Chat with Us!" button prominently placed to further encourage engagement with a sales agent via the Live Agent Engine.
While your AI Chat efficiently handles high volumes of inquiries, there are instances where additional personal assistance is crucial to ensure smooth operations and exceptional guest satisfaction.
We recommend promoting your chat on-site via QR codes and allowing users to escalate conversations to service agents when they express a need for additional support. Not only are agents elevating the guest experience by helping users, but can also identify opportunities for improvement.
Linking to the Live Agent Engine within responses related to premium offerings creates a frictionless pathway for customers to inquire about these enticing upgrades. Whether it's VIP seating, exclusive backstage passes, or access to premium amenities, linking Live Agent Engine enables your sales team to engage customers in real time and guide them through the upselling process, unlocking additional revenue streams.
Many clients have charitable initiatives or fundraising campaigns that rely on the generosity of patrons. You can position the "Speak with a Live Agent" button within responses related to donations or fundraising opportunities. When guests express interest or ask about contributing to a cause, the button directly connects to your dedicated fundraising team.
Some companies offer a range of exclusive merchandise that users eagerly desire. Whether it's limited-edition jerseys, collectibles, or customized memorabilia, adding a direct link to live agents in a retail response allows agents to showcase merchandise, answer questions, and facilitate purchases in real-time.
Placement- Website & App
Effectively push clients to use the Live Agent Engine by placing it more prominently on relevant web and app pages.
Custom Page Endpoints
Having unique endpoints live on your different web and app pages allows you to not only see that specific chat's traffic/request topic data, but also allows you to create custom welcome messages. We have found that when clients customize welcome messages to focus more on that page's topics, users are more inclined to engage with the chat.
In certain scenarios, we recommend that some endpoints' welcome messages be solely focused on pushing users to live chat agents. We see this work best:
On sales and renewal web/app pages
On marketing emails for both sales and service purposes
On "Contact Us" pages
We do not recommend linking out live chat via a button within the welcome message on website homepages, FAQ pages, or any page you'd prefer:
Users to ask the virtual assistant questions first
To collect request topic data
To avoid an uptick in live chat traffic
In-Page Links
Linking Live Agent Engine-specific endpoints from non-traditional entry points like pop-up links is a popular option for lots of our organizations.
In the example below, in addition to the user's ability to open the chat in the traditional way, this chat can also be opened through the linked text "Chat with a rep".
Last updated
Was this helpful?