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Re-engage Returning Visitors with the "Convert a Disengaged Shopper on the Homepage (Returning Visitor)" Sales Skill

What is the "Convert a Disengaged Shopper on the Homepage (Returning Visitor)" Sales Skill?

The "Convert a Disengaged Shopper on the Homepage (Returning Visitor)" Sales Skill uses behavioral AI to identify returning visitors who are showing signs of disengagement while browsing your store's homepage. Unlike new visitors, these customers have visited before but haven't necessarily made a purchase. Once detected, Rep AI proactively approaches these returning visitors with personalized assistance to reignite their interest with relevant product recommendations and tailored messages.

Benefits

  • Reconnect with interested shoppers who haven't yet converted

  • Increase returning visitor conversion rates by providing personalized assistance

  • Show returning visitors what's new since their last visit

  • Build on previous browsing behavior for more relevant recommendations

How to Enable and Configure This Sales Skill

Basic Setup

  1. Navigate to AI Training → Sales Skills in your Rep Console

  2. Find the "Convert a Disengaged Shopper on the Homepage (Returning Visitor)" card

  3. Toggle the switch to ON to activate this skill

  4. Click the Settings button to customize the skill's behavior

Configuration Options

Rescue Algorithm™

The Rescue Algorithm™ is a core component that automatically detects when returning visitors are about to drop off your site while browsing the homepage. When activated:

  • Rep AI will use behavioral signals to identify disengagement from returning visitors

  • The AI will proactively approach returning customers at the optimal moment

If the Rescue Algorithm™ is turned off, the AI will approach immediately instead.

To configure:

  1. Toggle the Rescue Algorithm™ switch to ON

Eagerness Settings

The eagerness setting determines how proactive Rep AI will be in approaching returning visitors:

  1. Choose between AI-Optimized or Custom eagerness:

    • AI-Optimized: Rep AI automatically adjusts eagerness based on performance data

    • Custom: Set a manual level using the slider from "Laid back" to "Pushy"

  2. If you select Custom, adjust the slider based on how aggressively you want Rep to approach returning homepage visitors:

    • Lower eagerness (more laid back): Rep will only approach returning visitors showing clear signs of leaving

    • Higher eagerness (more pushy): Rep will approach more returning visitors, even if it's less certain they're about to abandon

Advanced Behavioral Settings

Fine-tune how Rep AI engages with returning visitors to your store:

  1. Additional AI Instructions: Provide specific guidance for how your Sales Assistant should behave and what it should avoid doing when interacting with returning visitors Example AI Instructions:

    When approaching returning visitors on the homepage, always:
- Welcome them back to the store
- Ask if they're looking for something specific based on their previous browsing
- Highlight any current promotions or special offers
- Maintain a friendly but not overly familiar tone

  2. Suggestion Chips: When this skill is activated, returning visitors will see helpful suggestion chips like "I have a question" or "What's recommended?" to facilitate engagement

Note: Additional approach rules with custom behavioral triggers are available for merchants with the Expert Zone package.

Best Practices

  1. Acknowledge previous visits: Use additional AI instructions to guide your AI to subtly reference that this isn't their first visit without being too intrusive

  2. Highlight what's new: Encourage your AI to showcase new products, collections, or promotions added since their last visit

  3. Balance eagerness carefully: Start with AI-Optimized eagerness or a middle setting if choosing Custom, then adjust based on visitor feedback

  4. Review performance regularly: Use the "View analytics" option to monitor how effectively this Sales Skill is converting returning visitors

Troubleshooting

Issue: Sales Skill isn't triggering for returning visitors

Solution:

  • Verify the skill is toggled ON

  • Increase the eagerness level

  • Check that your site correctly identifies returning visitors

Issue: Returning visitors find the approach too aggressive

Solution:

  • Lower the eagerness setting

  • Adjust your AI instructions to use a more casual, helpful tone rather than pushing for immediate purchase

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