Customer mobile chat request rates are much lower than on desktop. Here's why...
If the customer is sent a trigger message or customer service sends a welcome message, the mobile chat bar says "1 new".
As a customer I'd ask "1 new what? 1 new annoying pop up ad? I'm not going to click that!"
Personally I have two triggers and I often say hello before customers request the chat. So on mobile, customers often see "2 new", "3 new", etc. There's no way a customer wants to click that when it's not clear what it is.
So.... it would be best that it always say only "Chat", until the customer has requested the chat. After they have seen it's not some spam or pop up ad, then it's okay to say "1 new", "2 new", "3 new".
Anyone with me on this?
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