What are live chat triggers and how to use them?

Rohan B.R.
Apr 1
6 min read

Updated: Apr 10

Illustration of a live chat interface with a messaging icon hovering above a digital platform, representing automated chat triggers and real-time customer engagement.

Many websites use the live chat widget. They help prioritize issues, routing more critical problems to human agents while frequently asked questions can be handled by providing automated responses. But how do we improve engagement using the live chat? That is where the triggers come in. But before we understand more about how to use the live chat triggers let us understand what they are, the types of chat triggers, and why they are beneficial.

What are Live Chat Triggers?

Live chat triggers are rules set by the website owners that help send automated messages to the site visitors. This helps improve engagement with customers and potential customers. The live chat software tracks visitor activity and is triggered when visitors fulfil certain criteria.

For example, when a person visits the website for the first time and spends about 5 seconds on the page, the live chat might trigger a message to be displayed about discounts that are currently running of discounts for new customers.

Types of Live Chat Triggers

The business can use different types of triggers to engage with the customer. The chat triggers can be differentiated based on:

Page Visited: Live chat triggers can be placed on specific pages that are visited. Each message can be tailored for each page visited.
Number of Pages Viewed: Live chat triggers can also be set based on the number of pages visited by the customer or potential customer. If the prospects visit more than 2 pages, a specific message can be made for the prospects to engage with them.
Visit Duration: Live chat triggers can be set based on the amount of time the visitor spends on the website. The business has to strategically set the duration for the trigger as they don’t want it to be too early nor do they want it to be too late. The chat trigger at the right time can enhance the engagement with the visitor.
Intent: These triggers can be based on the intent of the visitor and, if timed right, can give that customer an extra nudge to move in the right direction. For example, suppose the customer has items in their cart, and their activity points towards the visitor abandoning the cart. The chat can be triggered to incentivize the visitor to complete the transaction.
URL Parameters: Live chat triggers can be adapted to URL parameters, such as referrals, direct visitors, or specific marketing campaigns, offering an additional method to customize your chat messages effectively.
Page Title: Live chat triggers can be set based on the title of the page as well. For example, if the title of the page has the word “help” in it, the live chat can be triggered.
User Data: Live chat triggers could be set to determine whether the customer is a repeat customer. Different messages can be triggered for new and repeat customers. Additionally, based on user location, offers or product recommendations specific to that location can be triggered using the live chat.
Device Type: Live chat triggers could be set on the type of device the visitor is using to browse the website. Messages specific to the device can then be sent to the visitor.
Scroll Depth: Live chat triggers could be set after the visitor scrolls past a certain point on the page. This trigger uses a percentage for its index. So, the trigger could be set after a visitor scrolls past 35% of the page or 50% of the page.

Benefits of Live Chat Triggers

There are numerous benefits to having live chat triggers. They are

Personalize Customer Experience

The live chat triggers can be used to provide timely and personalized messages based on user data. Additionally, we could provide relevant messages to the customer, making them feel valued and giving each and every customer a personalized experience.

Improve Customer Service

Today, around 41% of customers prefer live chats over other mediums for customer service. Furthermore, 79% of customers prefer live chat for instant query support. Thus, a live chat trigger aids with engaging the live chat with the customer. This improves customer service by providing users with their preferred medium of communication.

Boost User Engagement

A live chat trigger ensures that the business takes a proactive approach to customer service. Before the customer encounters an issue, the live chat trigger reaches out to the customer and provides additional information that may be required by the customer. It is also a step to make the customer feel welcome and assure them you’re available for any assistance.

Increase Conversion Rates

The addition of a live chat feature with live chat triggers can increase your conversion rates by 20%. The proactive nature of reaching out to the customer with an offer at the right time may lead to a purchase from the business.

Upsell and Cross-sell

Live chat triggers can be used to upsell or cross-sell products based on user data. For example, if a customer has an item in the cart and there are items related to that item bought frequently, a live chat trigger could show the customer of this item. This encourages the customer to check out more products and buy more.

Decrease Abandonment Rates

The average shopping cart abandonment rate in 2021 was 80.68%. A live chat trigger with offers or assistance may encourage the shopper to finish the purchase and see the transaction through. This way we can decrease cart abandonment before it happens.

Collect Customer Feedback

Live chat allows the business to get relevant information from the customer’s perspective with the help of live chat triggers. If they are strategically placed around the website to get feedback from the customer, there is more accurate feedback as it is in the moment and not something the customer has to remember. Thus, the proactive nature of collecting customer feedback aids the business in collecting accurate information.

How To Use Live Chat Triggers?

Implementing live chat triggers on your website is a step in the right direction. This can enhance the website experience and provide proactive customer service.

Setting up the live chat triggers may seem tricky, but if you follow a few steps, the user experience will be seamless and enhanced. Here are a few things you could do.

Adjust Triggers Based on Page Title

Adjusting the triggers based on the page title allows the business to improve the precise targeting of customers. Here are a few steps to follow

Identify the Page: As the name suggests, identifying on which page the chat should trigger is important. For example, you might want the chat to trigger on the “Contact Us,” “Help,” or “FAQ” page.
Define your Conditions: Establish the criteria for activating the chat box according to your marketing goals and user interactions. These criteria can range from basic, such as any visitor arrival, to intricate, like waiting for a specific duration of page engagement.
Personalize the Chat Trigger Message: Once the trigger conditions have been defined, a personalized message must be crafted according to the page. The message's tone, objective, and content must align with the page.

Adjust Triggers Based on Accessible Visitor Information

Every visitor that comes to the page carries a plethora of information along with them. This information can be used to craft personalized live chat messages. Here are a few steps to follow

Gather Visitor Information:Any legal information that is allowed to be collected, like geolocation, device type, and visit history, must be obtained. With the help of integrations with CRM systems or analytics tools, the visitor information can be used in the live chat.
Define Conditions based on Visitor Information: Use the visitor information to trigger appropriate live chat messages. For example, based on the device type or geolocation, certain live chat messages could be triggered to enhance visitor experience.
Tailor the Chat Trigger Message: Utilize the information collected about the visitor to tailor a message that is relevant to the visitor making them feel valued and increase engagement.

Personalize the Customer Experience

Personalization is paramount to creating a unique and memorable user experience. This can increase engagement and customer satisfaction. Here are a few steps to follow

Segment your Visitors: Segment your visitors based on the information collected. They can be segmented into their demographic, behaviour, and their stage in the customer journey.
Create Personalized Triggers for each Statement: Craft a unique set of messages and triggers for each segment. The triggers must be tailored to benefit each segment to the best of their ability.
Create Engaging Chat Messages: Ensure that the chat messages connect with the targeted audience segment. Develop messages that address their immediate inquiries and resonate with their underlying motivations and interests.

Wrap Up

Live chat triggers provide the business with a huge boost in customer engagement, increase conversion rates, and decrease abandon rates among others. It is important to understand where and when to use them to get the best out of them. Crafting the right messages, the right triggers, and the right segments are paramount to the success of the functioning of live chat triggers.

The setting up of live chat triggers is not a one-time process. It is an evolving process with an evolving and growing customer base. Achieving success with live chat triggers depends on understanding your audience, customizing their journey, and evolving based on their feedback and your performance evaluations.