Proactive Engagement Chat

Most website visitors browse silently and leave without buying. They scroll through collection pages comparing options but never add to cart. They land on product pages, read descriptions, then bounce. They visit your homepage multiple times but take no action. Silent browsers represent 85-92% of website traffic, and without intervention, most never convert. Waiting for customers to initiate chat means missing opportunities to guide uncertain shoppers at their exact moment of hesitation.

Zipchat's Proactive Engagement ability transforms passive browsing into active conversations by triggering context-aware messages based on customer behavior signals. You create campaigns for different page types and hesitation patterns. On your homepage, after 20 seconds with no clicks, the AI might say "Hey, need help choosing the right product? Feel free to ask." On a collection page, after scrolling without clicking, it prompts "Not sure which model to choose? I can help." On product pages, it offers sizing guidance. On blog posts, it recommends related products. Each message is timed and contextualized to feel helpful, not intrusive.

Unlike generic pop-ups that annoy visitors, proactive engagement reads customer behavior and responds intelligently. The AI doesn't interrupt immediately but waits for hesitation signals like extended time on page, repeated scrolling, or mouse movements suggesting comparison. When it engages, the message is relevant to what the customer is viewing. A visitor on a running shoe collection page gets "Looking for trail running or road running shoes?" not a generic "How can I help?" This contextual relevance makes customers receptive rather than dismissive.

Merchants with proactive chat campaigns see 70%+ increase in Zipchat effectiveness, and those running 5+ well-structured campaigns across different page types boost results by an additional 25%. For eCommerce stores in any niche, this converts 12-18% of previously silent browsers into engaged shoppers, with 35-45% of proactive conversations resulting in purchases. The difference between a bounce and a sale often comes down to asking the right question at the right moment.

Product Page Hesitation Leads to Size Consultation

A visitor lands on a $145 leather boot product page at 3:27 PM. They scroll down to read reviews, scroll back up to view images, hover over the size chart for 8 seconds but don't click anything. After 35 seconds of this behavior, Zipchat triggers: "Not sure which size is right for you? I can help you find your perfect fit."

The customer clicks the message and responds: "I'm usually a 9 in sneakers but not sure about boots." The AI replies: "Boots typically run a half size larger than sneakers because of thicker socks and break-in room. Based on your size 9 in sneakers, I'd recommend size 8.5 in these boots. They'll feel snug at first but will mold to your feet within a week. Want to see our sizing guide with exact measurements?" Customer says "That makes sense, going with 8.5" and purchases within 3 minutes.

Without the proactive message, this customer would have left to research sizing elsewhere or abandoned out of uncertainty. The 35-second hesitation signal indicated confusion, and the AI's contextual offer to help with sizing addressed the exact barrier to purchase. Conversion captured that would have been lost.

Collection Page Overwhelm Gets Product Recommendation

A first-time visitor lands on your skincare collection page showing 47 products at 7:52 PM. They scroll through the first 12 items slowly, scroll back up, then begin scrolling again without clicking any products. After 45 seconds, Zipchat proactively engages: "Hey! Looks like you're browsing our skincare range. Not sure where to start? I can recommend the right products based on your skin type."

The customer responds: "Yes actually, I have dry sensitive skin and fine lines starting. What should I get?" The AI asks two qualifying questions, then recommends: "Perfect! For dry sensitive skin with early anti-aging concerns, I'd start with our Hydrating Serum (hyaluronic acid, gentle and effective) and Rich Repair Cream (ceramides and peptides). Together they're $87, and we have a first-time customer discount of 15% right now making it $73.95. Want me to add both to your cart?" Customer accepts and completes purchase.

Collection page overwhelm causes 60-70% of visitors to bounce without ever clicking a product. The AI identified browsing paralysis and offered personalized guidance. By asking qualifying questions, it provided expert recommendations that would have required 20 minutes of independent research. The customer went from overwhelmed to confident in under 4 minutes.

• Navigate to Dashboard → "Campaigns" → "Create Campaign" → "Create Proactive Message"
• Click "Create New Campaign" and select the page type you want to target (Homepage, Collection Pages, Product Pages, Blog, Cart, Checkout)
• Set your trigger conditions: time on page (e.g., 30 seconds), scroll depth (e.g., 50% scrolled), or others
• Write a context-specific opening message that relates directly to what customers are viewing (e.g., for product pages: "Not sure about sizing? I can help", for collection pages: "Need help finding the right [product category]?")
• Use variables to adapt the message to the specific page/product
• Create campaigns for your 5 highest-traffic page types to maximize impact (typically: homepage, 2-3 top collection pages, best-selling product pages)
• Use priorities to make sure there is no overalapping
• Test different message variations using A/B testing to find language that gets highest engagement rates

What's the ideal number of proactive campaigns to run?

Start with 3-5 campaigns targeting your highest-impact pages: homepage, your top 2 collection pages, and 1-2 best-selling product pages. Merchants running 5+ well-structured campaigns see 25% higher results than those with only 1-2. However, quality matters more than quantity. Five highly relevant, well-timed campaigns on strategic pages outperform 15 generic campaigns scattered across low-traffic pages. Monitor performance monthly and expand campaigns to additional pages that show strong browse-to-chat conversion potential.

Should different product categories have different proactive messages?

Absolutely. Context specificity dramatically increases engagement rates. A visitor on athletic shoes needs different guidance than someone browsing formal dress shoes. Athletic shoe message: "Looking for running, training, or casual sneakers? I can help narrow it down." Dress shoe message: "Need help finding the right fit for an event? I can recommend based on occasion." The more specific your message to the category, customer intent, and page context, the higher your engagement and conversion rates. Generic messages get 40-60% lower response rates than contextualized ones.

Can proactive engagement work for high-consideration purchases?

Yes, especially for high-consideration items. Expensive products (furniture, electronics, jewelry) have longer research cycles with multiple visits before purchase. Proactive engagement on these products might trigger on the second or third visit with messages like: "I see you're back looking at this sofa. Have questions about dimensions, fabric options, or delivery?" For complex products, visitors often have specific questions that prevent immediate purchase. Proactive engagement identifies return visitors and offers expert guidance at the moment hesitation is highest, converting browsers into buyers who might otherwise continue researching for weeks.