Chat icon location on the site
Posted: Sat Jan 25, 2025 3:51 am
By clicking on the chat icon, the user immediately enters into a dialogue with the operator
Make sure your knowledge base and chatbots are actually useful
The desire for better service has become the basis for companies. Problems like "the user left the site and now you need to repeat the question in the chat, because the chat history was not saved" or "the manager responded to the request only after five days" are long gone.
According to research, most users try to solve the problem on their own within 5 minutes. If the problem is not solved, the client starts looking for a chat with support or leaves the site altogether. Your task is to ensure that the client can get the necessary information within this time.
What tools will help with this:
Chatbot on the website and in messengers . The user will be able to ask a question to the support service if he did not find an answer on the website;
AI bot . Will join the chat dialogue instead of the manager and answer repetitive questions;
Knowledge base . The user will be able to find an article with an answer by himself using a quick search and sorting of articles by sections.
By the way, knowledge bases and chatbots can also be used to clear up user doubts or for onboarding into a product. To create a knowledge base that customers will actually use, focus on these questions:
what keywords users enter when searching for an answer;
do you have content that matches these keywords;
what content users read or watch after searching for keywords;
which requests were successful and which questions could not be answered;
what users searched for after an unsuccessful answer.
Connect the Carrot quest chatbot and automate communication with clients
Use ready-made mechanic templates in the service and receive your first applications through the bot in the first 7 days of the trial.
Test Carrot quest
Explore frequently asked questions and troubleshoot possible causes
Look at the funnel sections where users have the most australia email list technical difficulties. A bug on the payment page, a non-intuitive choice of delivery city, outdated promotions - solving these problems can increase the quality of service many times over.
What problems can you look at:
Bugs. Get rid of them first. Of course, they will always be there, because the product regularly introduces new functionality and adds code. But their regular fixing is a marker for the client that the service is being worked on.
Missing features. The user will always have an answer to the question "what is missing in the service". But if in a couple of months you have collected 100+ questions about when the feature will be added, this is a reason to review the sprint plan and add it. You will stop receiving angry reviews and make users happy.
If you really want to get fewer support calls, pay attention to these points:
Confusing features are those that your users noticed but were unable to use.
Hidden ones are the ones you actually have, but users don't know about them.
To help users find the features they need and understand the product, use small hints in the service.
Make sure your knowledge base and chatbots are actually useful
The desire for better service has become the basis for companies. Problems like "the user left the site and now you need to repeat the question in the chat, because the chat history was not saved" or "the manager responded to the request only after five days" are long gone.
According to research, most users try to solve the problem on their own within 5 minutes. If the problem is not solved, the client starts looking for a chat with support or leaves the site altogether. Your task is to ensure that the client can get the necessary information within this time.
What tools will help with this:
Chatbot on the website and in messengers . The user will be able to ask a question to the support service if he did not find an answer on the website;
AI bot . Will join the chat dialogue instead of the manager and answer repetitive questions;
Knowledge base . The user will be able to find an article with an answer by himself using a quick search and sorting of articles by sections.
By the way, knowledge bases and chatbots can also be used to clear up user doubts or for onboarding into a product. To create a knowledge base that customers will actually use, focus on these questions:
what keywords users enter when searching for an answer;
do you have content that matches these keywords;
what content users read or watch after searching for keywords;
which requests were successful and which questions could not be answered;
what users searched for after an unsuccessful answer.
Connect the Carrot quest chatbot and automate communication with clients
Use ready-made mechanic templates in the service and receive your first applications through the bot in the first 7 days of the trial.
Test Carrot quest
Explore frequently asked questions and troubleshoot possible causes
Look at the funnel sections where users have the most australia email list technical difficulties. A bug on the payment page, a non-intuitive choice of delivery city, outdated promotions - solving these problems can increase the quality of service many times over.
What problems can you look at:
Bugs. Get rid of them first. Of course, they will always be there, because the product regularly introduces new functionality and adds code. But their regular fixing is a marker for the client that the service is being worked on.
Missing features. The user will always have an answer to the question "what is missing in the service". But if in a couple of months you have collected 100+ questions about when the feature will be added, this is a reason to review the sprint plan and add it. You will stop receiving angry reviews and make users happy.
If you really want to get fewer support calls, pay attention to these points:
Confusing features are those that your users noticed but were unable to use.
Hidden ones are the ones you actually have, but users don't know about them.
To help users find the features they need and understand the product, use small hints in the service.