![]() ![]() This helps reduce the number of call center requests, as well as providing immediate relief to users with simple-to-fix issues. Only when users indicate they need more help, should you connect them directly to a live representative. Encourage users to search for information with an FAQ or navigational assistant prior to using live supportĮncourage users to engage with an assistant to help with common issues without having to wait for a live representative. The sticky chat element remains uninitiated unless interacted with by the user on mobile to avoid covering key page content. However, it disappears as the user scrolls down the page to avoid disrupting the experience. On desktop, a very minimal chat prompt is visible next to the main sticky chat button. Keep the dismissal button of the chat dialog easy to see and tap, keeping the tappable/clickable area reasonably visible. If prompting the chat is a must for your team, then avoid initiating chat dialogs in the middle of the screen, and allow the user to interact with the page behind the overlay. So a key thing to keep in mind for your chatbot design is allowing users to initiate the chat themselves when they are ready for help. The same goes for chat dialogs and prompts. Users typically express the most frustration when unwanted pop-ups, overlays, or dialogs appear uninitiated, leading to disruption of the experience. Avoid non-user initiation of chat dialogs Users can navigate to the main customer support page from the hamburger menu where they can find static links to various forms of support, including chat, which is featured more prominently than other types of support. Various forms of support including a static link to live chat can be found at the top of the footer. Place live chat links in the footer on desktop and in hamburger menus on mobile sites too, as this is where most users will look for it if a sticky option is unavailable. ![]() Intersperse static links at the end of FAQ or policy content in case the user needs more information. Regardless of whether you use sticky chat elements or not, keeping static links to the chat on relevant pages – as well as in the footer and navigation – makes it easy for users to find and use this feature themselves. Keep the chat feature accessible without relying on a sticky chat element This small size helps to decrease the likelihood of it covering key page information. On mobile, the sticky chat element is adjusted to show only the icon rather than the icon and copy. The sticky chat element on desktop remains minimal and unobtrusive in the bottom right corner. Check your pages on different devices to see what your sticky chat element may be covering. ![]() #Chatbot design how toNothing is more frustrating for a user than being unable to interact with the page because the sticky chat element is blocking their view and they don’t know how to access the page behind it. The chatbot design should also be adjusted for mobile as the smaller screen can lead to sticky chat elements covering key page information or actions. ![]() We don’t typically recommend using sticky chat elements, but if this is a must for your company, these elements should take up a minimal amount of space and appear unintrusive. How to nail your chatbot design Be conscious of the size and placement of chat sticky elements ![]()
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