About Offers

An offer is a personalized invitation to a website visitor. Tailored by the visitor’s browsing behavior, an offer aims to proactively fulfill the visitor’s need. An offer usually appears in a small pop-up window to invite the visitor to view additional content, avail of related marketing and sales promotions, interact with an agent, submit inquiries, or even provide feedback through surveys.

Types of Offers

Different types of offers can be configured in the system.

• Agent Offers:

• • Chat Agent: The Website Monitor in the Advisor Desktop displays a list of visitors who become eligible for a chat offer. Agents can choose to offer a chat to any visitor on the list. When the visitor accepts the offer, a chat is created and is displayed in the agent's Chat Inbox.

  • Chat Automatic: The visitor is given an option to get help by chatting with an agent. When the visitor accepts the offer, a chat is created and assigned to an available agent. Such offers are presented only when agents are available to interact with website visitors. The Agent Availability check box should be selected in the Advisor Desktop and the agent should not have met their maximum load for chat. Also, note that the chat queue depth defined for the queue is also checked before presenting the offers. Automatic chat offers are not presented when the maximum queue depth for chats reaches the defined number.

  • Phone Automatic: The visitor is given an option to talk with an agent. When the visitor accepts the offer, a phone call is generated and the customer is connected to an agent. This is done through eGain ClickToCall.

• Content Offers:

• • Chatbot: An offer with a link inviting the customer to chat with a bot located on the website. This is done through eGain Chatbot.

  • Coupon: An offer with a link to coupons.

  • KB Article: An offer with a link to KB articles through eGain SelfService.

  • FAQ: An offer with a link to frequently asked questions through eGain SelfService.

  • Marketing Content: An offer with a link to marketing content such as white papers or case studies.

  • Sales Promotion: An offer with a link to a page that has information about a sales promotion.

  • Service Inquiry: An offer with a link to a form from where customers can submit a service inquiry.

  • Survey: An offer with a link to a survey.

  • Subscription: An offer with a link to a web page from where customers can subscribe to material such as newsletters, email updates, etc.

  • Contact Us: An offer with a link to a Contact Us form.

  • Landing Page: An offer with a link to a landing page from where the customer can browse to other sections of the website.

• Hot Leads Analysis Offers:

• • Hot Leads Analysis: Hot Leads Analysis is a tool that helps you analyze how often visitors would become eligible for an offer on a web page. The Hot Leads Analysis tool is an offer that is never presented to the visitor, but a record is created in the system every time the visitor becomes eligible for the offer. The Offers Manager can decide which offers to actually present by looking at the analytics information for hot leads.