Gain customer attention with this subtle little website feature, with tips from the top web development company in Chennai.
Chat windows are ubiquitous now, as customers prefer direct interaction with the brand. Here are the secrets to making them engaging, subsequently retaining customer loyalty.
Match theme with the brand colours:
The chat window must not clash from the rest of the website, when it pops up. It must match with the overall colour scheme. This helps the user identify the chat window as an organic part of your website. It must blend into the website, but must have enough contrast to be a distinct entity.
Have a Background:
Consumers are a little tired of the boring white or dark theme chat windows with solid backgrounds. Choose a subtle background image, even as a watermark. The image must be coloured in such a way that the text overlay is easy to read. A simple gradient pattern in muted colours usually works.
Always start with an introduction:
Open the chat box with a little introduction. The introduction must be precise enough for users to identify whether they are chatting with a chatbot or an actual human. If the chat window opens with a little profile picture of the agent assigned, it gives it a personal touch.
Personalise the greeting message:
If your website requires a log in or a welcome survey that asks the visitor who they are, you can use this to personalise the greeting message. Phrases like – It’s good to see you again, or Hey there welcome back! can be used on repeat visitors. New visitors can get the usual intro message discussed before. The best web design services in Chennai even suggest using the customer’s name for logged in accounts.
Show Chat History:
If your products and services require extensive customer support, you may want to think about offering a chat history option. Users might want to verify details like order numbers, reference clarifications, etc. This also adds to the reputation of your site.
Ask questions to prompt conversation:
Based on the page where the visitor is, you can initiate open ended questions that prompt them to carry on the conversation. This kind of engagement gets you valuable customer information. If they are browsing through books of a certain genre, you can ask if they would be interested in books written by a certain author you want to promote.
Display the reply time:
If you are using live personnel for manning the chat window, then you have limited resources but thousands of customers who might be on your site simultaneously. When a customer asks queries in the chat window, show them the approximate time taken for assistance to get back to them.
Display an Away message when Chat Window is down:
If the chat window is disabled for some reason, always have a customary chat window with the message that live support is away. You can suggest other alternatives like Email or customer support number to call in the meantime.
Integrate chat window with FAQs:
Customers often come to the chat window to clarify very common queries. Integrating the chat window with the FAQs will help chatbots or live personnel retrieve the necessary data quickly. The customer finds what they need easily without having to search around for it.
Play around with the placements:
Chat windows are usually placed on the bottom right of the website screen. You can try out other placements, as websites these days adopt a lot of experimental layouts that may not go with the conventional chat window placement. Few choose to open the chat window in a new tab or window.
Make the customer feel the brand personality:
The chat window is as much a part of your website as the rest of the elements are. It must show your brand personality distinctly. Whether you want to set a serious tone or more playful, the chat window must also exert the same in its copy and theme.
Give access to fast links:
As one of the top web development companies in Chennai, we always recommend that the visitor must be able to go anywhere on the site within 3 clicks. If this is not possible on your site, give the visitors fast access links through the chat window to get where they want quickly.
Open Designs is one of the top 10 web designing companies in Chennai. We have access to considerable research when it comes to web design and development that we have amassed over the past 20 odd years. Get your website features a facelift from our web design experts.
