UJET Proactive Chat Triggers
Timing is everything, and engaging your website visitors at critical junctures can determine whether they convert or bounce, and what their impression is of your customer support.
While we were revamping our web SDK design, I designed the UX for creating proactive chat triggers that launch our web SDK on customer websites when predetermined conditions are hit. Conditions include keyword matching, time on page, and number of visits. For example, if a visitor is on your pricing page for the 1st time, you may want to reach out and address any of his or her questions before he or she leaves.
Skills
UX design, competitive research
Impact
Chat triggers will allow our customers to target and engage their customers intelligently at the right times, leading to increased customer satisfaction, engagement, and ultimately, conversion.
Designs
Trigger management. Admins can add triggers, edit them, have them go live when ready, and take them offline when necessary.
Admins create a trigger by assigning it a name, setting a series of conditions for triggering a chat, defining which queue to direct the customer to, and writing a default message to begin the proactive chat.
What's Next
The team plans to track the statistics about the triggers in order to learn how people use them and their effect on our customers' metrics.
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