Attracting customers on your website is not only a matter of good rankings and relevant traffic. It’s about finding the right way to speak to your customers and educate them on why your service is the most appropriate choice they can make to satisfy their needs. From brightly colored call-to-action designs to flashy newsletter subscription pop-ups, the online marketing world has plenty to offer when it comes to keeping that customer on the right track. Yet, live chat remains the most convenient way to reach out to potential clients. Users visiting your website are almost always interested by what you’re offering and those visits can be easily turned into profit.
Online customer support systems are a suitable option both for the clients and company owners, presenting the opportunity fоr traffic monetization. Still most chat designs, offered on the online services market, would hardly generate any clicks if the user is not already determined to make a purchase. This article will guide you through the core elements of customer support chats and the essential design factors which can turn a dying industry into a thriving online business.
What Makes The Live Chat an Integral Part of The Healthy E-Commerce Sector
Live chat systems are considered the untapped potential for online businesses and it’s for a reason. It has become a leading method for reaching companies over the web and is know to generate some of the highest customer satisfaction rates among all other communication system. Despite currently being a thriving online sector which enjoys billions of users each day, social media channels appear to have the least influence in leads conversion, which is 16% according to 2013 U.S. Wireless Customer Care Full-Service Performance Study. This doesn’t mean all the hours dedicated to SM monitoring have been worthlessly spent. Social media offers a great potential for trust generation between customers and businesses which has no equal in the web. E-mail outreach, on the other hand has over 23% revenue potential, despite the difficulties of getting out of the users’ spam box. Yet, live chat remains the leader in this competition with the impressive 42% of customers who indicate they’ve previously used online chat services to make a purchase. Moreover, the studies show that live chat has achieved the highest rates of satisfaction among clients.
Live Chat Systems – Designing With The User in Mind
Customer support system design can be segmented into two basic sections:
Internal UI – Includes the admin panel and dashboard for all integrated systems. Effective live chats feature a series of options and statistics which aid the chat operators and marketing teams in their attempt to study, understand and satisfy their customers.
External UI – Deprived by any complexity, the user interface for the customers needs to conjure credibility. In order to covert visitors into clients, the chat design has to be simple, yet lively and it should not annoy potential buyers with constantly moving elements and loud sounds.
The live chat design is in the foundation of your customer support system. Even though internal systems integration and admin UI are in the base of well-performing live chat software, the design is what gets users’ attention in the first place. The recent popularity of mobile apps and the influence of social media over the online users has made its mark in the web design sector, as well. More and more customer care software developers have started implementing some of the main features of social media in E-commerce live communication systems. The leading place of big and bold chat design has been taken by a simple circle-cropped photo with a tiny, red notification icon indicating the number of missed messages the user has. Coming straight out of Facebook’s mobile app for personal messages, this chat design speaks not only of minimalism and simplicity, but creates an avocation of reliability. Seeing the operator’s true photo on the screen generates trust in users. The notification element attracts enough attention by tickling their curiosity with a little red popup and an accompanying sound.
Conversion in E-commerce websites can be achieved with as little as good design and a well-structured support system. The following images depict some of the most appealing live chat UI designs which can serve as inspiration to creatives and online business owners on their journey to increasing user experience.