Post by ruhaimaromana222 on Nov 6, 2024 4:36:13 GMT -5
Hello. My name is Bogoroditsky Daniil, my job is to adapt the LiveTex platform to the needs of the client with maximum benefit for the end user.
In this article, I will tell you in detail, without fluff, how to engage your clients in a dialogue with the company without compromising customer service.
Proper engagement in dialogue
Objectives and tasks
First, define the goal - why you need to engage customers in a dialogue.
In 99% of cases, one of two is determined:
increase sales through more inquiries;
improve the level of customer service.
Set the tasks - how exactly the service should work.
For example, for sales, it is logical to attract the social media marketing service attention of visitors to the entire site or make a profitable offer (text of a pop-up chat) on the promo page. And for maintenance, you can place the service in the authorized zone: personal account, admin panel, online bank.
List of tools and settings
To set up the conditions for triggering the engagement, you need to go to your LiveTex personal account, to the "Scenarios" section and click on the "Add scenario" button.
Adding an engagement scenario
There are five main steps in the panel that opens. They determine where, how, under what conditions, how often the invitation will be shown.
Step 1. Website
Select a site. Then specify a list of pages to display the script, a priority section, or, on the contrary, exclude those on which the invitation would be inappropriate.
Selecting a site and section
Responsibly approach the scripts on different sections, pages, and promos - this will directly affect the total number of requests and, as a result, profit.
Step 2. Invitation
Select "Chat Window" in the first list and come up with the text of the invitation to the dialogue.
Invitations using other widgets are described in detail in our knowledge base .
Writing the text of the invitation to the dialogue
Please note: people do not like offers for consultation either in a clothing store or on your website. Write the text in the language of benefit. If the invitation is general for the entire site, rely on your product, and for invitations for individual sections or pages, write separate offers. For example, in the shopping cart of an online store, try this: "Good afternoon. When placing an order in the chat, a 5% discount."
To increase the overall conversion, test several different invitations and measure the effectiveness, this way you will find the offers that your client responds to best. LiveTex integration with Yandex.Metrica and Google Analytics will help you carry out such measurements. Read more about integration with analytics systems.
Step 3. Conditions
Define the criteria for visitors for whom engagement will work.
Select the conditions for triggering engagement
If no conditions are specified here, this scenario will work for any site visitor. But for engagement to work effectively, it is necessary to more precisely determine which visitors and at what time to engage. It is important to set a number of criteria that determine the target audience for a specific scenario.
The more criteria you specify, the narrower the audience reach will be. A visitor will see engagement when it meets a set of specified conditions:
Visitor region: Create your own engagement scenarios for each region. Set up impressions only for visitors from specific regions or exclude regions for which engagement is not relevant.
Visitor: Separate engagement scenarios for new and returning site visitors.
Viewed a specified number of pages: Adjust the time when engagement appears for visitors. Set the number of pages a visitor must view before the invitation will work for them. This will make it more likely that you will attract visitors who are truly interested and looking for something on the site.
Has been on the site or page for a specified time: To avoid intrusive engagement, you need to understand how much time a visitor spends on a particular page and offer help at the right time. Also, don’t show engagement as soon as a visitor arrives on the site — this may push them away.
Leaves the site: set this condition if you want to retain visitors who are about to leave the site. Engagement will appear when the visitor starts to close the site.
Step 4. Schedule
How often do you want to show the invitation to clients? You
should not be too intrusive and show the same engagement until the visitor leaves the site irritated. Several impressions are enough for the client to notice and react to the engagement.
In this article, I will tell you in detail, without fluff, how to engage your clients in a dialogue with the company without compromising customer service.
Proper engagement in dialogue
Objectives and tasks
First, define the goal - why you need to engage customers in a dialogue.
In 99% of cases, one of two is determined:
increase sales through more inquiries;
improve the level of customer service.
Set the tasks - how exactly the service should work.
For example, for sales, it is logical to attract the social media marketing service attention of visitors to the entire site or make a profitable offer (text of a pop-up chat) on the promo page. And for maintenance, you can place the service in the authorized zone: personal account, admin panel, online bank.
List of tools and settings
To set up the conditions for triggering the engagement, you need to go to your LiveTex personal account, to the "Scenarios" section and click on the "Add scenario" button.
Adding an engagement scenario
There are five main steps in the panel that opens. They determine where, how, under what conditions, how often the invitation will be shown.
Step 1. Website
Select a site. Then specify a list of pages to display the script, a priority section, or, on the contrary, exclude those on which the invitation would be inappropriate.
Selecting a site and section
Responsibly approach the scripts on different sections, pages, and promos - this will directly affect the total number of requests and, as a result, profit.
Step 2. Invitation
Select "Chat Window" in the first list and come up with the text of the invitation to the dialogue.
Invitations using other widgets are described in detail in our knowledge base .
Writing the text of the invitation to the dialogue
Please note: people do not like offers for consultation either in a clothing store or on your website. Write the text in the language of benefit. If the invitation is general for the entire site, rely on your product, and for invitations for individual sections or pages, write separate offers. For example, in the shopping cart of an online store, try this: "Good afternoon. When placing an order in the chat, a 5% discount."
To increase the overall conversion, test several different invitations and measure the effectiveness, this way you will find the offers that your client responds to best. LiveTex integration with Yandex.Metrica and Google Analytics will help you carry out such measurements. Read more about integration with analytics systems.
Step 3. Conditions
Define the criteria for visitors for whom engagement will work.
Select the conditions for triggering engagement
If no conditions are specified here, this scenario will work for any site visitor. But for engagement to work effectively, it is necessary to more precisely determine which visitors and at what time to engage. It is important to set a number of criteria that determine the target audience for a specific scenario.
The more criteria you specify, the narrower the audience reach will be. A visitor will see engagement when it meets a set of specified conditions:
Visitor region: Create your own engagement scenarios for each region. Set up impressions only for visitors from specific regions or exclude regions for which engagement is not relevant.
Visitor: Separate engagement scenarios for new and returning site visitors.
Viewed a specified number of pages: Adjust the time when engagement appears for visitors. Set the number of pages a visitor must view before the invitation will work for them. This will make it more likely that you will attract visitors who are truly interested and looking for something on the site.
Has been on the site or page for a specified time: To avoid intrusive engagement, you need to understand how much time a visitor spends on a particular page and offer help at the right time. Also, don’t show engagement as soon as a visitor arrives on the site — this may push them away.
Leaves the site: set this condition if you want to retain visitors who are about to leave the site. Engagement will appear when the visitor starts to close the site.
Step 4. Schedule
How often do you want to show the invitation to clients? You
should not be too intrusive and show the same engagement until the visitor leaves the site irritated. Several impressions are enough for the client to notice and react to the engagement.