About Live chat type test
That could otherwise have been lost forever.See also: Does live chat really work for marketing?2. What is live chat for sales?Today, customers have more choices than ever. This means that they’re the ones who are in control of the sales process, and it’s the businesses who are providing an immediate, on-demand selling experience that are winning.For the businesses that are embracing live chat for sales and creating helpful, authentic, and impactful selling experiences, the results speak for themselves. We analyzed an anonymous dataset of 20 million live chat messages sent through Intercom, and according to our data, website visitors are 82% more likely to convert to customers if they’ve chatted with you first. What’s more, their accounts are worth 13% more than those where the business didn’t have a conversation before signing up.Not only that, but this is another place where it makes sense to augment your live chat with bots: our data shows that conversations with bots convert 36% better, likely because a bot can respond faster than humans for most repetitive tasks.Check out The Live Chat for Sales Starter Kit to learn more.3. What is live chat for customer support?Traditionally, most businesses have seen customer support as a cost center, not the value driver it actually is. As a result, they’ve done everything in their power to lower those costs, relying on outdated support ticketing systems where help desk management, not customer experience, is prioritized.This type of support just isn’t good enough anymore. On the contrary, your customer support could be what makes or breaks a customer’s decisions to work with you: according to Microsoft’s Global State of Customer Service report, 90% of respondents said that customer service is an important factor in their choice of, and loyalty to, a brand, and 58% would sever their relationship with a business due to poor customer service.“Customers don’t want to be treated like a ticket, and they don’t want to have to call a contact center, either. They want quick, effortless help in a way that makes them feel human”Live chat is the future of customer service, and provides the kind of conversational support experience that aligns with the needs of today’s users. Customers don’t want to be treated like a ticket, and they don’t want to have to call a contact center, either. They want quick, effortless help in a way that makes them feel human.But here’s the good news: live chat isn’t only better for customers, it’s better for businesses too.To test this hypothesis and measure the impact on our business, we ran a 16-week randomized split test. One group received support in under two minutes via a live chat session, the others did not. Those who received the fastest response times displayed starkly better outcomes:They asked 18% more questions and got more answers in real-time from our support team.They were 30% more likely to start a trial.Overall, real-time support drove 15% incremental growth in new business revenue.They were happier too – with a 15% higher NPS (Net
Key features of the Live chat type test that are enabled through these drivers include:
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You can connect webhooks to receive notifications to your handler when subscribers interact with your chatbot.Global webhooksThese webhooks are sent when the tracked event occurs. You can track the following events:Bot subscription Gets sent whenever a user subscribes to your chatbot and includes new subscriber data.Incoming messages Gets sent whenever you receive new incoming messages and includes data about the sender and their message text.Outbound messages Gets sent whenever you send new messages and includes data about the receiver and your message text.Opened live chat Gets sent whenever a user reaches the Action element with the Open chat option.Launched custom trigger flow Gets sent whenever your flow is triggered and includes user and flow data.RedirectGets sent whenever a user clicks through a button link and includes link, sending element, and user data.Bot unsubscribe Gets sent whenever a user unsubscribes from your bot and includes user and bot data.Bot blocked Gets sent whenever a user blocks bot messages and includes user and bot data.Connecting webhooksGo to Bot Settings > Webhooks. Enter the URL to which you want to send data, and select the events you want to track.Learn more: How to enable global webhooks.Webhook structureWebhooks can pass the following data:ParameterTypeDescriptioninfostringData from the messaging platform or communication channel.servicestringMessaging platform or communication channel type. It can take the following values based on where your bot is connected: messenger (Facebook Messenger), telegram, viber, instagram, and livechat.titlestringWebhook name. It can take the following values based on your tracked event: new_subscriber, run_custom_flow, open_chat, link_click, bot_block, unsubscribe, outgoing_message, and incoming_message.If you create your own webhook in the Action element, it will have the name you add.botobjectChatbot dataurlstringLink to the bot pageexternal_idintFacebook Page ID;Instagram or WhatsApp business account ID;Telegram or Viber bot ID.idobjectID stringSendPulse bot ID.namestringYour bot’s namecontactobjectContact dataVariable name in which the value is passed as:"variable_name": "value"emailstringContact email addressphonestringContact phone numberlast_messagestringLast message from the contact. A Telegram message can include up to 2,000 characters, and messages from other social media can include up to 512 characters.photostringLink to the contact’s social media profile picturetagsarrayAssigned tag as:["tag1", "tag2"]idstringSendPulse contact IDnamestringContact nameoperatorobjectAssignee for chat with a contactdateintWebhook trigger date and time in millisecondsWebhook example for the Bot subscription event:[ { "info":null, "service":"telegram", "title":"new_subscriber", "bot":{ "url":" "external_id":1845120800, "id":"60b0a854b4d8073f592b92f3", "name":"BEST" }, "contact":{ "username":"veronica", "name":"name", "tags":[ ], "last_message":"Test", "photo":null, "variables":{ "name":"Veronica Petrova", "Phone":"380985236985", "Email":"
[email protected]" }, "operator":{ "username":"test dza", "created_at":1723636543, "user_id":8356384, "avatar":null, "email":"
[email protected]" }, "id":"60b0a854083b4964fd0f7b657847848" }, "date":16377590567070 }]Webhook example for the Opened live chat event:[ { "info":null, "service":"telegram", "title":"open_chat", "bot":{ "url":" "external_id":18451208007356, "id":"60b0a854b4d8073f592b92f673563", "name":"BEST" }, "contact":{ "username":"veronica", "name":"veronica", "tags":[ ], "last_message":"Test", "photo":null, "variables":{ "name":"Veronica Petrova", "Phone":"380985236985", "Email":"
[email protected]" }, "operator":{ "username":"test dza", "created_at":1723636543, "user_id":8356384, "avatar":null, "email":"
[email protected]" }, "id":"60b0a854083b4964fd0f756756b65" }, "date":16377587917546 }]Webhook example for the Launched custom trigger flow event:[ { "info":null, "service":"telegram", "title":"run_custom_flow", "bot":{ "url":" "external_id":1845120856756700, "id":"60b0a854b4d8073f592b92f3564567", "name":"BEST" }, "contact":{ "username":"veronica", "name":"veronica", "tags":[ ], "last_message":"Test", "photo":null, "variables":{ "name":"Veronica Petrova", "Phone":"380985236985", "Email":"
[email protected]" }, "operator":{ "username":"test dza", "created_at":1723636543, "user_id":8356384, "avatar":null, "email":"
[email protected]" }, "id":"60b0a854083b4964fd0f7b655858" }, "date":163775889778478 }]Webhook example for the Redirect event:[ { "info":null, "service":"telegram", "title":"link_click", "bot":{ "url":" "external_id":1845120806750, "id":"60b0a854b4d8073f592b9254677654f3", "name":"BEST" }, "contact":{ "username":"veronica", "name":"veronica", "tags":[ ], "last_message":"Test",
