Tawk.to Triggers to Automate Target Marketing Efficiently

Tawk.to triggers automatically initiate your chat engagement with your customers, especially those further through the sales funnel with clear buying intent landing from Google PLA campaigns. This is comparable with how brick and mortar store sales assistants approach a customers perhaps with a general question like 'how can I help you' or even something specifically related to what the person is looking at like 'Would you like me to show you the water proof version for that coat?' (... essentially an upsell).

In many cases, initiating the chat is automated. However, if the lead responds with a request, you will receive the audio notification that usually alerts you that a lead wants to initiate a call. I usually also include a chat rescuer (explained below) just in case I am unavailable to respond on time. 

In short, automate the process of monitoring your visitors by letting Tawk.to find select only your target market to get them talking.

This post illustrates the steps for setting up Tawk.to triggers. Although the basic triggers are discussed, much emphasis is placed on the advanced settings because they allow automation and strategic communication marketing with a target market.

• Go to 'Admin' in the top menu of the dashboard
• If you have several properties, use the 'Property' dropdown menu to select the property
• Click 'Triggers'
• Click 'Add Trigger' button (in the top right region of the screen)
• Select the type
• Chat rescuer. If none of your agents respond to a visitor’s question within x seconds, Chat Rescuer would automatically reply to the visitor by politely apologizing and requesting that he or she leave a message and email address. If you have a lot of agents who pick up calls in a queue, you can check in with the lead at intervals. For instance, after 30 seconds, you may explain that you someone will respond as soon as possible. After 60 seconds, you may reassure leads that you have not forgotten them and that they are still in a queue.

• Page notification (basic). This Tawk.to trigger initiates a chat when a visitor has been on a particular page for x time. The creative possibilities are endless. For instance, you can use this page for cross selling, up selling and so on. Beware however; upsell and cross sell only when your lead is in the purchase intent stage of your sales funnel, otherwise using live chat to cross sell and upsell prematurely can seem too pushy. Avoid upselling and cross selling  when the lead just lands on a page. If this page notification is inadequate, use the advanced notification (below) to target visitors most suitable for the upsell or cross sell (like those who are repeat site visitors or otherwise loyal customers).

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• Site notification (basic). This notification is similar to the page-specific notification, except that it applies more broadly to include the entire website.
• Advanced notification. This allows you to select from a set of variables to determine the appropriate behavior (message, ban, etc)

The image immediately below displays the 3 types of trigger condition from which you can choose when creating advanced notifications.

1. When a visitor has loaded the chat widget = This refers to when a visitor lands onto page where the widget automatically appears, ie loads. It does not refer to the visitor's action

2. When a visitor requests a chat = This refers to when a visitor clicks on the live chat widget. The visitor may not necessarily already begin to write or send a message

3. When a visitor sends a chat message = This refers to when the visitor has written and sent a message. 

Example: You can create mid-chat automatic responses to common questions, the most common of which relates to pricing. For this pricing example, you may set the conditions as follows with synonyms. The action will be an automatic response with the pricing information. 

Notice that the 'run trigger' field is set at 'when visitor sends a chat message'. This means that the visitor manually clicked on and activated the widget. (The alternative to this, ie where the visitor does not even click on the widget before the message appears to initiate the live chat. In this latter case, the settings must be set to 'When a visitor has loaded a chat widget'. 'Load' in this context refers to when the page loaded, as well as the widget.

Example: Advanced notifications allow you to combine the page-specific functionality of page notifications (above) with marketing considerations like loyalty and reference source. You may be particularly keen on targeting those who landed on a page from Google PLAs. Perhaps, you can cross sell and upsell in a way that will use your limited live chat human resources for leads with greater purchase intent and therefore at a farther stage of your sales funnel. With better targeting, you can even include discount codes in your message. If you have the human resources, initiate a chat using the trigger condition 'when a visitor has loaded a chat widget' (see above regarding the 3 trigger conditions). 

Below is an example of how you can set the Tawk.to trigger conditions so that leads landing on your site from Google PLAs will get a special notification.

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The sky is the limit. Combine the ideas on this page for several other purposes. For instance, initiate customers with abandoned carts after the were inactive on the cart's URL for a specified time period. The triggered message will say something like, 'Is there anything I can help you with?'   

Abandoned carts can be saved by engaging customers with live chat

Advanced trigger conditions should also be prevented if your customer is already being served. This setting enables the trigger only if the visitor is not yet served.

Below is an example of geo marketing where the marketer wants to enable chat for only leads from Spain. In other words, the widget will be hidden for all other visitors.

• Prepare for situations in which you can not get to the computer in time to answer a call. In the example below, the system automatically picks up the call, requesting patience while assuring the customer that the customer service department is trying to get an agent. When no one hears and answers the call, another note apologizes, requests the customer's email address and promises that someone will be contact. Below are screen shots of the settings for these messages.

This required 2 separate triggers. The settings for the first of the two are as follows.

Here are the settings for the second of the two triggers featured above.

• You can plan to end a live chat session in a welcoming way. When thanked, UpWork says, 'you're most welcome ...' and provides a link within the message. The link displays an image that illustrates how you could contact them easily in the future if you need help.

Below is the image to which an UpWork link sends customers when they are inviting that customer's return. 

• Remember however that less is more! Avoid bombarding your leads with too many notifications. Select only the best among your messages. Remember to focus your messages on adding value to your customer.

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