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.
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".
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