[COMPLETED] Increase Mobile Chat Click Through Requests (AND SALES)
AbgeschlossenCustomer 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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Hi there Nathan,
Thank you for leaving detailed information on how you are noticing mobile chat traffic not being as engaged as desktop traffic. I can see how changing the copy could increase the conversion rate on people opening the chat to make it more clear that it isn't an ad.
I am the product manager at Zopim for the team responsible for the widget and we definitely agree with you that there is room to make the widget perform better for mobile traffic.
Will get back to you once we have something worth sharing:)
Cheers,
Ramin -
Hi Nathan,
Just wanted to update you on a change we released this week for the mobile widget experience.
After doing extensive testing with people, we discovered others agreed with your viewpoint. With that, the chat button will now always say 'Chat' in the selected language and the unread count for messages is moved to the upper right of the button.
Here is a screenshot of what it looks like:
From what we have seen, it has already improved the click through rate of proactive chats.
Cheers,
Ramin
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