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The latest user experience update for online chat increases engagement with your customers on their terms

Many marketers already use this free Facebook Chat Plugin for chatting to customers on their website. But with major updates to the Plugin this week (and increased convenience for customers) resulting in a 45% increase in enquiries, there are even more reasons to consider your chat interface.

What is the Facebook Chat Plugin?

The customer-facing Facebook Chat Plugin embeds Facebook’s Messenger app into the bottom right-hand corner of your website. Customers have the option to ‘chat’ to you just as they do with all their other Facebook connections. Until now though, logged-out customers were required to log-in before they can chat.

What does the Facebook plugin guest chat update mean?

With the option…

A single bad review can have a huge impact on your business, which is why customer service is key. A customer journey map can help improve conversion

Are you facing issues while trying to provide a stellar customer experience? The onus is on the businesses to rectify this situation quickly because customer experience has been a cornerstone of business since the very beginning. However, today, the business landscape is growing increasingly competitive. Businesses are doing more than ever to get customers' attention than ever before. [si_guide_block id="86160" title="Download our Free Resource – 10 common website customer experience mistakes" description="This guide reveals examples of poor website design from different sectors which are commonly seen, but best avoided."/] Not so long ago, the need or want for a product meant we were supposed to drive miles to get to a brick and mortar store to spend hours looking for the desired product. From test driving…

Five steps that you can take to gain insight from your customer feedback and prepare for your recovery

Just as no one could have predicted this year’s events, no one knows exactly what a post-Covid world is going to look like. One thing we can be sure of, however, is that some change is on the cards. The longer this situation plays out, the more we’re all seeing shifts in consumer behaviour, product demand, customer relationships, and priorities – even the term ‘essential’ has taken on a different meaning for many of us over the past few months. Changes in your business are happening right now. It’s time to react to your consumer’s behaviour, gather all of data that will help you take the steps to recovery, and make sure your customer experience (CX) is ready and suited to this new post-Covid customer base.

1.     Evolve with your customers – find out what’s…

Chart of the Week: 87% of marketing, CX and analytics professionals say good CX is important but only 24% are performing highly at delivering it

Offering a good customer experience (CX) can increase conversion, create return customers and turn consumers into brand advocates, all of which benefit your brand. It’s no surprise then that 87% of CX, marketing and analytics professionals say that customer experience is very or extremely important to their organization. According to Pointillist’s new research, only 2% of respondents said that it is not important (with 11% saying it is somewhat important), highlighting the need to make CX a focus of your business and marketing plans over the next 12 months. [si_guide_block id="86160" title="Read our Free Resource – 10 common website customer experience mistakes" description="This guide reveals examples of poor website design from different…

Depending on what business you’re in, typically anywhere from 2%-15% of your online visitors convert into customers. That means 85%-98% don’t. So, wouldn’t you like to know why?

You can, by gathering some critical customer feedback with some very affordable methods and tools. Best of all, all of these analyses can be done for less than $1000 (USD).

I call this ‘taking the pulse’ of your prospects and customers — from two angles, and using multiple methods. By two angles I mean doing both quantitative and qualitative analysis. And the methods include:

Reviewing your analytics data Reviewing your visitor clickstream data Gathering ‘voice of customer’ data Running an eye-tracking study Launching a one-question poll Getting expert conversion review [si_monthly_campaign_blog_cta_banner id="150538"]

Why so many methods? Well, your medical doctor doesn’t just check your blood pressure, then say, ‘OK, we’re done,’ and send you on your…

In order to fix your brand’s customer experience (CX) issues, you first need to find the problematic experiences

In life as in business, having a clear vision and tactical execution maps are essential for success. Otherwise, as Lewis Carroll cleverly put it in Alice In Wonderland: ‘If you don’t know where you’re going, any road will get you there.’ When it comes to the customer experience your brand delivers, a journey map — and the data behind it — help your team discover the issues preventing your customers from having a five-star experience. Only after discovering these issues can you fix them, then watch your customer loyalty and profits grow. [si_blog_banner_cta]

What’s a customer journey map?

According to the Harvard Business Review, a customer journey map is a visualization of all of the stages a customer goes through during their experience with your brand. It starts when they initially become aware of…

Modern e-commerce platforms offer a smoother user experience and cover the entire customer journey.

Enterprise e-commerce software has remained synonymous with age-old, unwieldy applications. It is easy to consider them a hindrance to both creativity and productivity. Thankfully, because of innovation in this space (especially headless commerce), things are changing for the better. Enterprise e-commerce platforms have been moving in the right direction since 2018. While there are exceptions, modern e-commerce enterprise platforms are a lot more user-friendly and take care of all the essential features an e-commerce site should have. The truth is, enterprises now realize and apply basic best e-commerce practices. They are now relatively intuitive and offer a smoother customer experience after testing their platform and analyzing user feedback.

The turning point for enterprise e-commerce platforms

Earlier, large organizations would focus on adding relevant information into the platform and getting it up and running.…

Heed this advice to avoid typical pitfalls

I think Danish physicist Niels Bohr said it best: “An expert is a person who has made all the mistakes that can be made in a very narrow field.” Having planned, analyzed and reported on over 700 user test sessions, and made lots of mistakes in the process, I certainly meet this definition. But, by reading and heeding my advice here, you won’t have to repeat the same mistakes I made - and you’ll hop a few steps up the user test (UT) learning curve.

1. Write a rock-solid test script

Ever watched a movie that had lots of great actors in but turned out to be terrible? (I certainly have!) Then you know the importance of a well-written and edited script. That’s especially true for user tests and doubly true for unmoderated user tests, which comprise…

Your website should be designed keeping in mind your audience and should ensure that it improves user experience.

Your website is one of the most important aspects of your brand’s online presence and it's important that you design it right. Your website is also the place where you nurture your bottom-of-the-funnel leads to get conversions. So, you can’t afford any website fails that might cause your prospects to bounce off your website. Your website should be designed keeping in mind your audience and should ensure that it provides good user experience. There are a lot of other benefits of a good website design for both your business and your audience. In this post, we will discuss why good website design is important from your audience’s perspective. [si_blog_banner_cta]

Brand image

Your website is a reflection of your brand and everything that it stands for. It is usually one of the first things people…

Customers are more likely to return to a brand that provides good customer service, both before and after sales

Enhancing your customer experience can help you drive more growth for your business. Customers are more likely to return to a brand that provides good customer service, both before and after sales. Happy customers are a key factor in increasing the revenue for your business. A recent Adobe report indicated that the greatest opportunity to grow any business lies in improving their customer experience. Here are some of the best ways that can help you do that:

1. Know your customers

It is very important for you to be familiar with your target audience. Understanding your customers can give you insights into how to develop a strategy that enhances their buying experiences. Every customer is different and so are their needs and expectations. You need to understand the unique needs of your…