There are currently 2 main ways of getting in touch with a website visitor through a Live Chat:

• A visitor clicks on the chat button. He needs assistance and would like more advices but he’s the one who takes the lead.

  That’s probably the easiest way but a lot of users hesitate doing it.

• Thanks to his live tracking tool, an agent can view the visitors on his website and may decide to get in contact directly with those who seem in needs, for example.

In this case the problem is that a lot of visitors may feel uncomfortable, like when a pop-up appears on the browsing page.
This method may be seen as intrusive and, even if this is currently used in the USA, it will probably take time before it becomes common in France.

What’s your opinion about these methods?

Do you think it is more pertinent the website’s interface itself changes according to the interests of the visitors?

Butterflive, for example, allows the chat button to change according to the interest of the visitors but without any intrusion.