How to set up Callback so that it doesn't irritate?

[subornaakter20]

Testing the placement. Various split tests for optimizing usability show that the most successful placement of applications is a block in the bottom right corner, with the ability to hide it. Users use it 15 percent more often than if it were placed at the bottom, in the left corner or on the side. However, the layout of web resources can be different and it makes sense to take it into account. When the online consultant is open, ideally it does not block products, menus, navigation buttons, contacts and other important elements of the site.

Setting up impressions. The online consultant needs to think through the impression scenario so that the pop-up window does not irritate clients and contributes to increasing conversion. Of course, any scenario needs to be tested and adjusted. The first impression should be made only 20 seconds after the user has entered the site. Plus, the constant appearance of the window on other pages where the user goes is also disabled. In this way, it is possible to avoid the intrusiveness of the application.

Remember about the mobile version. Mobile traffic is very important, so you need to carefully monitor how the online consultant is displayed and works in the mobile version of the web resource. Moreover, chat is not required in this case. The direct dialing function from the menu section where the contacts are located or from the site footer will be enough.

A competent operator on the other side of the chat, who is on site all the time

A competent operator on the other side of the chat, who is on site all the time

A properly integrated and correctly configured widget will not work for the benefit of the client and sales if the operator's work does not stand up to criticism. The following problems may arise:

"Dream" of a consultant. The user visits the site, sees an automatic greeting from an online consultant, asks a question, and does not receive an answer. Or receives one after some time. Such a situation greatly harms both conversion and the reputation of the web resource. If the operator is unable to be at work, an "offline" mode is set, which offers clients to leave a question and contact information for feedback. At least the user will not leave the site irrevocably. Yes, they will contact less often, but at least a negative reaction can be avoided.

The consultant does not do sales. The operator must quickly answer clients' questions and at the same time find out their contacts and sell. Usually, operators work according to scripts for communicating with visitors to the web resource. Such instructions should definitely be developed if they do not exist, and sales are required from the consultant.

The consultant's working hours should coincide with the period when the site is visited by the greatest number of users per day. For example, the operator works from 9:00 to 18:00, and the peak of visitor activity is from 17:00 to 22:00. The schedules do not match, a significant portion of clients do not receive answers to their questions and leave with nothing. This means that you need to think about how to combine both schedules in order to adapt to the target audience.

Callback
It works like this: the client enters graphic design email list a phone number in a special form, and in about 30-40 seconds the operator calls him back. That is, it is a way to instantly contact users.

But even this simple and convenient widget is sometimes used incorrectly. The problem is in the same too frequent and intrusive pop-up windows, which make it difficult to perceive the content on the site and scare away visitors. Such settings do not contribute to increasing conversion, but, on the contrary, make customers leave the site.

Callback


We determine the display time based on statistical data. The client must first view the site himself, and then he will be offered the services of a consultant. We start from the average indicator of the time spent on the web resource, we set the callback widget before the client leaves by about 10-20 seconds.

We show a maximum of two displays of the application per session. The first display will remind the visitor that there is a call order function. The second display may stop the client when he is about to leave the web resource.

We remove non-targeted conversations. We are talking about phrases like: “First time on the site?”, “Want to get a personal discount?”, “Did you find the product you were looking for?” etc. They collect data, but at the same time they prevent the client from studying the information on the web resource and can distract him from making a purchase.

We turn off the repeated display when the client fills out the order form. One call from the operator is enough for the user.

We are testing an inactive application. It makes sense to remove it for hours outside the operator's schedule, if clients do not leave questions and coordinates at this time.

Social widgets
Social network widgets for a website look like a block with buttons. The code for its insertion is generated using the constructor from Yandex "Share", Share42, AddThis. The application allows you to share links to information from the site in many social networks - Facebook, Twitter, VKontakte, Google Plus and others.

Social widgets

The advantages of such a function are free advertising through social networks and attracting additional users to the web resource. However, there are several nuances.

Read also!

"Callback for the site: a magic button that increases conversion"
Read more
A/B testing service Visual Website Optimizer conducted a study, based on which conclusions were made about the distracting function of social network buttons on product pages. The user could share a link to the product on a social network through the application, but then forget to check out the cart.