We recently made some improvements to the design of the Guest Chat Window that appears on your website when your website visitors make inquiries. The improvements are mainly cosmetic, but they greatly improve the user experience.
Our design team draws inspiration from Apple. Like Apple, our goal has always been simplicity in design. Too much clutter creates confusion, and too many decisions place an unnecessary burden on the Chat Guest. The chat window still boasts the same simplicity in design but with a few new features:
Live Chat Software Emoticons
Body language — a key component in face to face conversation — is lost behind the veil of a keyboard. In addition, tone of voice is absent, as are many other visual and auditory cues that can make the exact same sentence have a fundamentally different meaning in the context of a chat. A jovial message sent in good spirits can easily be misinterpreted as an insulting jibe.
Emoticons negate the potential for messages to be taken the wrong way. This powerful tool, if used correctly, can make the chat seem less scripted, robotic, and more engaging; it essentially allows the Chat Operator and the Guest to relax and be themselves.
However, like any tool, it can be used, and it
can be abused. It’s important that your chat operators are properly trained on using emoticons sparingly. Like a compliment, they can be overused, which dilutes their meaning and impact.
The majority of people do want to connect with another human being, even if it’s behind the anonymous veil of a live web chat. Emoticons are one tool to help facilitate this and make your chats feel more engaging, which results in higher satisfaction, increased lead capture rates, and lower shopping cart abandonment rates.
Live Chat Loading Message
|Waiting for Live Chat Agent|
Chats which are not answered promptly result in abandoned chats. According to a Forrester Research Study, The ROI Of Interactive Chat, chats that wait in the queue longer than 60 seconds are more likely to abandon. The study finds that 45 seconds is an ideal wait time metric to use when determining your staffing needs.
The loading message is an animated image that is designed to give the Guest something to read while waiting for the Chat Operator. The first 20 seconds of the wait time involves transitioning through the four screens. A blank screen can make 20 seconds seem like 5 minutes, whereas an engaged Chat Guest is more likely to experience the wait as a much shorter duration. Our goal is to respond to chats in less than 20 seconds, and we designed the loading screen with this in mind.
No Send Button Needed
|Live Chat Agent Chatting With Sales Lead|
Some people have suggested that our designers add a “Send” button to the Guest Chat Window. Drawing inspiration from the extreme attention to detail that Apple puts into the Mac OS user interface, our designers strongly feel that this is an unnecessary element that creates distractions in the chat window as well as embeds a black mark in the design itself.
The general argument from designers is that the send button is like a vestigial organ. It has no purpose since the Chat Guest can simply press “Enter”. So to meet all of the needs, simplicity in design as well as an intuitive user interface, our developers have added a message to the chat window input box to help the less seasoned chatters figure out what actions they need to take to send a message.
Once again, the Guest Chat Window still sports the same simplistic, streamlined design, except with tools that enhance communication and lower perceived wait times. Learn more about our software offerings and the 30 Day Free Trial. Try out the software for yourself, and let us know what you think!