Which Type of Engagement Should I choose?
Live Assist offers a large variety of engagement types and formats, so how can you know which engagement type and format to choose?
To determine which type of engagement is appropriate, ask yourself a few questions; first of all, determine whether you want to offer a chat engagement or a content banner. Chat invitations provide your website visitors with an opportunity to engage with your Customer Care Professionals (CCPs) in real time, while content banners are most useful when you want to make your visitors various offers that do not require real-time handling.
For example, a content banner can be displayed to offer visitors free shipping on all orders over $100. When visitors click on the banner, they can be redirected to a URL that you have predetermined, where they can make a purchase and enjoy the free shipping offer. They are not invited to chat in this interaction, yet you have moved them further down the funnel towards conversion.
Content banners can also be used to redirect visitors to your community page, to FAQs, to your knowledge-base, or to any other URL that you configure.
What are my options?
Browse the Engagement template gallery and check out the formats; the embedded, the sticky, the overlay, the toaster, the slide-out and the peeling corner banners and buttons.
Choose one of the available use-case designs; Banking and finance, e-Commerce, Education, Gaming, General, Health, Technology, or Travel, and feel free to use the ready-made templates or to customize them to match the look and feel of your brand. The different-sized templates provide additional designs, so check them out, too.
You want to take into consideration a number of factors when
you select the engagement type, format and settings.
- How long after the visitor lands on a page do you want the banner to appear?
- For what duration do you want to display the banner?
- How much intrusion do you think your target audience will accept?
- Do you want the banner to follow the visitor from page to page for any specific number of pages or for a specific duration of time?
These options are available for configuration in the Engagement Studio, in Settings and will override any other prioritization.
When should I use an Embedded Button?
Embedded buttons are embedded within the code of your page, and will therefore remain in the same place relative to the webpage. When the button is relevant to the context of a particular page, an embedded button is the right choice.
To create a button that is embedded in your webpage:
Note: The banner will appear only on pages with the embedded DIV ID.
What are sticky buttons good for?
Sticky buttons are exactly what they sound like; sticky. They stay in the same place relative to the screen, so even when your visitor scrolls, the sticky button remains in the same place. Only one sticky engagement can be displayed on each side of the webpage.
Sticky buttons are easy for the visitor to locate no matter where they are on your site, so they are useful, for example, when you want to offer your visitors the option to click-to-chat throughout their journey. The size and screen placement of the sticky button is configured in the Engagement Studio of Live Assist, as is the language, the skill and the display mode (embedded or separate browser window).
Before Enabling the engagement, check it out
Once you’ve selected the buttons and banners for your engagement, you can see how each of them looks by clicking Preview in the Engagement Studio.
Preview their actual behavior by typing the URL of your website into the field and viewing them in your website.
To learn more about customizing your engagements, read the articles, Design Effective Engagements and Design Your Chat Window in the Connection Area. For specific information about designing for Mobile, read the article, Mobile Engagement Guidelines. There’s virtually no limit to the possibilities for designing your banners and buttons; only the limits of your imagination, so feel free to get creative!
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