As part of side wide sales push and up-sell, product owners and chat vendor collaborated to utilize chat as an additional touch point for upsell. The idea was to present customer with promo offers while they are engaged in chat transaction.
Product owner requested an ideation with few options to reused existing & active promotion on the chat modal. And test it on desktop viewport and based on the result extend it to other viewport. The data showed 36% of the total message exchange – customer waits for the agent to type a response, validate user, check system status, etc.
Starting with paper prototype and sketching – I build the base framework for the promotion offer to co-exist with the active chat modal. The two main aspects of the resultant design needed to care and best utilize the wait time without being disruptive experience. And complement the chat conversation and provide promotion offers directly to the customer pain.
Without reinventing and optimizing existing components deploy this new framework was the internal team goal.
We created a system where product owner to promote active promotion while the customer is chatting with the agent. The promo was contextual to the chat conversation and controlled by the chat agent based on the conversation and chat temperature.
It’s not just phone support that’s losing out to live chat – it’s other digital channels too!
J.D. Power found that live chat has become the leading digital contact method for online customers, as a staggering 42% of customers prefer live chat compared to just 23% for email, and 16% for social media or forums.
A study FurstPerson found that as many as 77% of customers won’t make a purchase on a website if there’s no live chat option available. Plus, chat is a great way to bring visitors back to your website, as Emarketer discovered that 63% of customers were more likely to return to a website that offers live chat.