Design what medium to use

Decide which type of live chat to use to engage with users. This is either:

  • a reactive click-to-chat button that is displayed on the page. It is an anchor button, because it follows a user's vertical scrolling activity. It is analogous to a salesperson in a bricks-and-mortar store who is available for the customer to approach when ready.

  • a proactive invitation to chat that is displayed on the page. It is analogous to a salesperson in a bricks-and-mortar clothing store approaching a customer who has picked up a pair of jeans and continues to browse: The salesperson approaches the customer and asks if you need a fitting room, help locating anything else, or answering any questions.

In this example, suppose that the business rule will launch a reactive (click-to-chat) button, so the business-rule builder is:

Who new credit card inquiry customers
What reactive live chat (C2CClosed Click to chat, or click to call.)
When  
Where  
How  
Why