Articles

AWS Step Function for Modernization of Integration Involving High-Volume Transaction: A Case Study

Actualités, Méthodes et organisation des process IT

The serverless offerings of AWS (or any other public cloud provider today) are getting more and more popular. One of the biggest reasons is of course not needing to think about infra (server provisioning and so on). The other reasons include the offerings themselves, which at times fit well into the technical need for finding solutions to the given problems. But on the other side, it remains a challenge to know the offerings in detail to leverage them properly. There could be always some new feature hidden deep inside the bulk of the documentation.

Background

A retail company decided to leverage the AWS Serverless offering for modernizing their on-premises integrations for order management business process. We can go serverless in the cloud in various ways, but the initial solutioning was decided to leverage the Step Function and Lambda Function along with some more integration offerings from AWS, namely SNS, SQS, and EventBridge.

Source de l’article sur DZONE

9 octobre 2022/par Service comm.

How To Build A Design Portfolio With Zero Clients

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A design portfolio is an excellent way to demonstrate your skills as a freelancer. As a web designer, you compete with millions of other web designers. Therefore, you must have a strong portfolio to land a high-paying web designing job in such a competitive space. A strong portfolio sets you apart from others. Having no clients, however, can make it challenging to get your portfolio noticed and build up any momentum.

People typically build portfolios from projects they do for clients. Hence, it seems unlikely for a new web designer without clients to have a strong portfolio. However, it’s attainable. You can build a design portfolio with no clients, and you’ll find out how in this post.

What Makes A Good Design Portfolio?

A good portfolio should display your best work, as most clients want to see your best. However, your best work may not be client work. In addition, what’s more, important than displaying your best work is showing your versatility.

Being a versatile web designer will land you more jobs than being an expert in just one type of web design. Notably, you don’t need to have many clients to be versatile in web design. Instead, you become versatile by taking on different projects.

A good design portfolio should include professional recommendations. Testimonials from previous clients are valuable here, but anyone can recommend you. It could be a web designer friend, collaborator, or even your tutor.

Furthermore, a good portfolio should feature non-client work; even if you have thousands of past clients, featuring personal projects is still ideal. It shows your growth as a web designer isn’t limited to what clients ask you to do.

Many other factors constitute a good portfolio, but these points are the most important regarding showing your skill. You can build a portfolio that includes them even if you have no clients.

How To Build A Design Portfolio With Zero Clients

You can try all or some of these methods to build a design portfolio if you have no clients.

1. Take On Design Challenges

A simple way to build a strong web design portfolio is by competing in challenges. It’s helpful whether you have clients or not.

Winning a design challenge is like finishing at the top of the class. It demonstrates that you’re the best web designer in the room and the type of web designer clients want to hire. Generally, taking on design challenges will help sharpen your skills.

You can partake in competitions arranged by renowned web design communities. You can find such competitions on websites like 99designs and Design Crowd. More often than not, winning a web design challenge will land you a job.

2. Carry Out Personal Projects

Carrying out personal projects is similar to competing in challenges. However, in this case, you’re challenging yourself.

Have you ever had a unique idea for a website? Don’t wait until a client asks you to build such a website. Instead, you can begin the project on your own. Then, if you succeed, you can proudly display the project in your portfolio.

When you get clients, you wouldn’t need to convince them that you can handle such tasks; the personal project is a testament to it.

You can carry out as many personal projects as you envisage, no matter how simple or complex. Furthermore, you don’t always have to complete them. Even failed personal projects can be part of your portfolio.

3. Clone Websites

When most clients contact you, they’ll want you to create a website similar to some existing website. You can give yourself a head start by cloning some popular websites and featuring the projects in a portfolio.

Your ability to build a replica of a professional website from scratch shows expertise. In addition, you most likely won’t get a 100% match with the original version. Your version may have improvements that subsequent clients would appreciate.

Furthermore, some website designers specialize in cloning. Suppose you plan to provide such services to clients. In that case, displaying your previously cloned website projects is all you need to create a strong portfolio.

4. Create Websites for Family and Friends

Your family and friends are potential clients. Hence, you can offer to build websites for them, even if it is for free. Afterward, you should include the work in your portfolio.

If your friend or relative has an offline business, for example, you could offer to build a website to give them an online presence.

Even if they eventually don’t use the website, you can include it as a demo project in your portfolio.

5. Get Inspiration From Others

You’re not the only web designer with no clients who wants to build a strong portfolio. Therefore, you can draw inspiration from others.

Dribbble, the social networking platform for designers, is among the best options you have. Dribbble allows you to find thousands of new and veteran web designers with varying portfolios.

You can scan the portfolios, examine the content, and try to replicate what you can in yours. Furthermore, you can even build a portfolio directly on Dribbble.

Bottom Line

Not having clients shouldn’t discourage you as a new web designer. You can still build a strong design portfolio with the methods discussed in this article.

After creating your portfolio, you can then use it to secure jobs. Subsequently, you can update the portfolio with your best client work.

Featured image by storyset on Freepik.

Source

The post How To Build A Design Portfolio With Zero Clients first appeared on Webdesigner Depot.

Source de l’article sur Webdesignerdepot

5 octobre 2022/par Service comm.

Are Modals In Web Design A UX Disaster?

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Modals, a nifty little feature that allows you to display different messages at the top of your website, have been touted as extremely useful. Some even claim that they are helpful enough to completely replace the banner ads we all hate so much. But are modals in web design a UX disaster?

If you are unfamiliar with the term, a modal is a dialogue window appearing when a visitor clicks on a hyperlink or hover image.

Suppose you want to collect on-site subscribers or you want visitors to sign up for a freebie. In that case, you can use modals.

However, many web designers – and some website visitors – are against using modals in web design. The main argument is that it affects the user experience. But are modals in web design a UX disaster? Read on to find out.

What Do Modals Do?

Modals often appear as pop-up windows on a web page, requesting a visitor to take action. Most times, they appear following a click on a page element.

Also known as lightboxes, modals isolate the page’s main content. The user will have to complete the action requested by the modal or close it before reassessing the page.

Web designers use modals to capture a visitor’s attention. Since other page contents are inaccessible, a visitor must interact with the modal.

Cons Of Modals In UX

While there are different cons of modals in UX, they all sum up to one con – interruption. When modals appear, they interrupt whatever the user is doing.

Unlike regular pop-ups, users cannot simply ignore the modal and continue browsing. As a result, modals demand immediate attention.

A user may be interested and decide to interact with the modal. However, if the modal’s content differs from the page’s, the user could forget what they were doing after interacting with the modal.

Furthermore, sometimes modals require action related to information on the page. For example, suppose the user wants to review the information before taking action. In that case, they’ll have to close the modal since the main page is inaccessible.

Statistics show that up to 82% of users dislike pop-ups. Most website visitors aren’t knowledgeable about the technicalities of web design. As a result, they won’t be able to differentiate between regular pop-ups and modals.

After all, modals are a type of pop-up. Some users may consider modals worse since they darken the page’s primary content, making it inaccessible.

Furthermore, people want to visit a website and get what they want immediately. Hence, time is significant. Therefore, modals that require actions that take time can make a website lose visitors.

With all of these cons, you can understand why many web designers say modals are a UX disaster in web design.

Can Modals Be Useful in UX?

In some situations, modals are helpful, and they can improve UX. Many web designers swear on the usefulness of modals, and it’s not difficult to understand why.

Firstly, modals can help simplify a website’s content. For example, a user can immediately exit the page if your website is relatively complex, with lots of content and elements.

You can use a modal to explain the content on the page so that the user doesn’t get confused. Perhaps the modal can display when the user clicks on the back button. The modal can highlight the most critical content on the page and tell the user what to do next.

Secondly, modals are invaluable if you must capture your user’s attention. For example, perhaps you want to display a warning or pass any crucial information that users must know before they continue browsing.

As mentioned before, a user can easily ignore a pop-up, especially if it opens in a new window. However, with modals, the user must at least view the content before they proceed.

Thirdly, a modal can make a web page easier to navigate. It sounds ironic considering the cons, but it’s true if properly implemented. Rather than packing different elements on a web page, you can set some to display as modals.

For example, you can have a page with just text to improve readability. Then, users can click to view visual elements like images and videos as modals.

How To Use Modals the Right Way

Using modals correctly is key to ensuring they don’t negatively affect UX. Here are some ideal situations when you can use modals:

1. Display Warnings

Using modals to give users crucial warnings is ideal, especially if their subsequent actions have serious consequences.

For example, most websites display modals when users click the delete button. Deletion is always critical because, in most cases, it’s irreversible.

A practical example would be an eCommerce website where a user opts to delete items from their cart. You can use a modal to ask the user to confirm before deleting.

2. Input or Collect Information

Modals are effective in prompting users to input information. Sometimes, users must enter specific details before they continue browsing.

A practical example would be a review site where a user wants to submit a review. Before submitting the review, you can use a modal to request the user’s name and other necessary information.

3. Simplify Navigation

As mentioned before, modals can simplify a complex website. In addition, it will help a user navigate better, which is a UX boost.

A practical example would be a news site with many stories and updates. You can use a modal to highlight the day’s trending news stories so that users can visit the web pages with one click.

Conclusion: Are Modals a Disaster in UX?

In conclusion, modals affect a site’s user experience since visitors must interact with them. However, it doesn’t always have to be a negative effect.

Modals become a UX disaster in web design when wrongly used. However, if you follow good practices, modals can improve your website’s user experience.

Generally, only use modals when necessary and in a way that won’t frustrate the users.

Featured image by Freepik.

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7 septembre 2022/par Service comm.

Backups Are Moving Away from On-Premises Boxes

Actualités, Méthodes et organisation des process IT

Organizations are widely beginning to shift away from on-premises boxes for data backups and turning their attention instead to emerging cloud options. There are numerous reasons for this, but security concerns are key among them. Backup-as-a-Service is on the rise in response to this shift, with new providers emerging to specialize in convenient cloud backup services.

A Case of Security and Convenience

Every organization has their own unique situation, but there are some common threads evident in the growing shift away from on-prem backups. Many organizations start off with on-prem boxes for their backups because they are easier at first and may seem like the simplest solution. Data can be stored offline, but close enough at hand to facilitate data recovery if needed without too much hassle.

Source de l’article sur DZONE

3 septembre 2022/par Service comm.

How to Start a Web Design Agency in 28 Days: Week Four

Actualités, Actualités

Three weeks ago, you started a web design agency. Then over the last two weeks, you’ve taken a leap toward making your business viable by defining who you are as a business and putting together your documents.

This week, we’ll tie up loose ends so that you’re a fully functional agency able to pick and choose the work you accept.

Day 22: Pitch Deck

Over the next few years, you’ll be doing a lot of pitching: walking into a room and trying to convince someone to give you their business.

Here’s the good news: if you’re in the room, you’ve probably got the job. Stakeholders in successful businesses are usually very busy, so if they take the time to see you, they take you seriously.

The best way to allay their doubts and secure the work is to walk in with a pitch deck. Pitch decks are usually associated with startups but work well for design agencies.

Consider your pitch deck a portfolio formatted for business concerns. Include work samples if you have them, your elevator pitch, and as many provable facts about the service you offer as possible. Keep it short, and use it as a framework for meetings.

Day 23: Kick-Off Checklist

No one is going to suggest that web design is painting by numbers. You can’t knock out websites with a checklist as if you were doing your laundry. However, some stages of the process are repetitive, one of which is the kick-off process.

Far too many projects are derailed by a slow start. You’ve probably agreed to a deadline, and making sure you have everything you need to make progress is vital in hitting that deadline.

As with any repetitive process, creating a document, in this case, a checklist, is advisable to speed up this stage of your projects.

Day 24: Find Some Backup

Whether starting as a freelancer, in a partnership, or with a skeleton crew, you can’t do everything yourself.

This doesn’t mean hiring staff — that is a costly step that you should only consider if you have the financial resources to guarantee a stable cash flow.

Instead, reach out to your network or even freelance boards and see who’s available if and when you need assistance. For example, it is always helpful to have the contact details of an experienced server admin — you’ll only need them once or twice a year, but when you need them, they’re worth their weight in gold. It’s also worth having a couple of contacts who can do simple, time-consuming tasks like image processing.

Outsourcing means focusing on the parts of the job that maximise your profits. Don’t wait until you need them; start developing these networks now, so when the need does arise, you know who to reach out to.

Day 25: Website

OK, 25 days in, it’s finally time to build your website. Yes, in one day.

You already have your elevator pitch, logo, and the niche you intend to target. You also have the terms of service and a link to your social media. That’s everything you need to get a simple business card design online.

Naturally, as you begin to onboard clients, you will develop a portfolio that will allow you to improve your site. But right now, you need a presence quickly.

You picked up your hosting on day 19; today’s the day to put something on it.

Day 26: Client No. 1

The biggest challenge for any web design agency is acquiring good, paying clients.

I know an agency that burnt through seed money for a whole year, waiting for clients to knock at the door. I also know an agency that was only founded because one high-profile client turned up at the creative director’s dorm room. Those are the extremes, but no matter your story, your clients will define it.

Way back on day eight, you wrote a list of potential clients. Today, you’re going to approach one. Your goal is to set up a meeting at which you can sell your service to them. You don’t have to telephone or visit in person; it’s OK to email or message them on social media if those are your strengths. Then, invite them for coffee and an informal chat at the coffee shop you picked on day twelve.

Most of you are going to get knocked back. That’s the nature of the business. The key is to get back on the horse. Try to learn from your approach, and take steps to improve next time.

Your first cold approach is nerve-racking; if it isn’t, then maybe you aren’t taking this seriously enough. But I can promise that approach number two is more easier, and by the time you’ve done a few dozen, you may even start to enjoy it.

Day 27: Quit

A wise man once said, “You’ll never make money working for someone else.” Twenty-seven days ago, you started this process, hoping to seize control of your destiny.

The last step is to quit whatever dead-end job you’ve been tolerating up until now. You don’t need to burn your bridges; you don’t need to punch the boss and kiss your office crush on the way out the door; you do need to take a mental break from your old life to focus on the future.

If you can’t afford to quit, then it’s fine to quiet quit. Just make sure you find the mental space to give your agency the attention it needs.

Day 28: Rest

Over the past four weeks, you’ve manoeuvred yourself into the best position possible to launch your new agency. You’ve decided who you are, who you plan to become, and how you’ll communicate that to the world.

Whether this plan is viable long-term is entirely up to you. You make your own luck in this life.

Today, do what you always do on the last day of the week and rest. Then, tomorrow, you’ll start forging your path to success.

Featured image via Pexels.

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The post How to Start a Web Design Agency in 28 Days: Week Four first appeared on Webdesigner Depot.

Source de l’article sur Webdesignerdepot

31 août 2022/par Service comm.

3 Essential Design Trends, September 2022

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As the season starts to change, so do some of the trends that web designers are using in projects. From a return of blur to interesting frame edges for images to neon color, there’s a lot to get excited about.

Here’s what’s trending in design this month.

1. Blur is Back

Blur as a design element is gaining traction in a big way. This web design trend can look like a lot of different things and be used in a variety of ways.

From backgrounds to blur in images to blurred elements in the foreground, there’s a use case for almost everything.

The thing that makes blur a highly usable design element is that it is easy to create and use. Blur can be created in Adobe Photoshop or similar software, with CSS, or be part of the way an image is created. It can be soft or hard, with or without color, and any size or shape.

The versatility and flexibility make it a popular choice for backgrounds and foreground elements, as you’ll see below.

Future London Academy uses blur in a bit of an unusual way with a blur element in the foreground that blurs the edges of some oversized lettering. The technique is repeated on the scroll and on some images as well.

Outcrowd uses blur in the background with animation to help create visual focus as you scroll. The colorful blurred circles get smaller and less blurred as the user moves down the page to contribute to the story the design is trying to communicate.

Bricklayer Dao uses blur in the background, almost as a red “sunspot” to help create a focal point on the center of the screen. Note how the blur here does not have a distinct shape; it’s almost a swash that leads the eye across and down the screen.

2. Interesting Edges

Most containers that you see for images and videos online are either rectangular or circular. Straight lines help separate content elements from one another.

But more designers are thinking outside the box – literally – with interesting edges for content elements. (Note this website design trend is pretty tricky to pull off and you’ll really have to think about these shapes work together, especially when you switch from horizontal to vertical orientations.)

The commonality with all of these projects that use interesting edges is that images are tucked in behind an element that isn’t a shape you’d typically expect. Most include some element of motion as well, from a load or scroll animation to video. (You should click through to see how each of these examples works.)

Lenka Daviesova has an image behind two cut out shapes that includes a simple load animation. What makes this interesting is that you don’t feel like anything is missing from the parts of the image you can’t see. Your brain fills in the blanks for you.

Ho Daigi Mountain Resort has moving images behind a foreground element in the shape of a mountain. This shape helps provide information about the location and is a clever way to tuck the logo into the lower third of the home hero area. The mountain edge is carried through every scroll on the homepage design.

Kafeaterra uses interesting edges in a totally different way. While the shape is a common rectangle, it’s highly dramatic and text elements encroach into the space. It’s so unexpected that the overlap of elements with no real space of their own, sets a very specific tone for the content.

3. Neon Yellow

One of the most difficult color choices to portray on screens is trending – neon yellow.

Neons are traditionally difficult because they can create visual and contrast challenges and not always look as intended due to user settings. Neon yellow is showing up everywhere right now with black or dark backgrounds though. (Maybe because of the popularity of dark mode.)

The commonality for most of these trending designs is that the yellow is an accent and is not used widely, for the most part. Too much neon can get difficult to read or result in eyestrain.

There also seems to be a consistent vibe with these projects that feels somewhat masculine and stark.

Metaluxe uses neon yellow for text accents and a giant QR code on the homepage. The hue is designed to help move you through content with ease from top to bottom to the call to action.

Robbert Lokhorst uses neon yellow – two shades here, actually – in the logo, as a button highlight, and for keywords in the all-text hero area. Note how the logo and button hues are more yellow than the primary text.

Tortoise & Hare CX Agency uses neon yellow on a black and white video roll as a text and button accent. While this could be a tricky combination, the extra shading over the video helps create enough contrast for it to all come together. Generally, it is not advised to use a neon yellow over white or light colors because there isn’t enough contrast to read it. Here, though, they do a great job of pulling the pieces together.

Conclusion

One of the things that’s interesting about this collection of trends is that we are seeing new iterations of things that were popular in the not-so-distant past. Blur was a major trend just a couple of years ago and seems to be re-emerging again. Neons seem to come and go pretty regularly.

If nothing else, these “recycled” trends are a good reminder to file work well so you can dig out some of those old ideas when they come into fashion again.

Source

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29 août 2022/par Service comm.

Here Is How To Develop UIs Faster in ReactJS

Actualités, Méthodes et organisation des process IT

It’s 2022, and React has a huge ecosystem to help developers bring complex UIs to life faster. Furthermore, with the extensive support of ReactJS libraries, there is hardly any case when a developer has to build a component from scratch.

However, not every ReactJS UI developer is aware of the best practices to build UIs faster in ReactJS. Therefore, I’ll be discussing the top five approaches (which I personally use) for building UIs quicker in a ReactJS project. So without further ado, let’s get started:

Source de l’article sur DZONE

26 août 2022/par Service comm.

Offline-First Apps: Why Should Apps Be Made to Work in an Offline State?

Actualités, Méthodes et organisation des process IT

People often experience network or internet connectivity issues while traveling, most often when they are on a subway. But not only in this particular case — one can encounter such issues anywhere where the network connectivity is poor. Browsing a mobile application in those situations can lead to a poor and frustrating user experience if it doesn’t possess the ability to work in the offline state. This is where the role of offline-first apps comes into play.

Users carry a strong negative emotion for apps that are not optimized for low connectivity. And do you know latency is the number one reason why people in the U.S. decide to bounce from mobile pages? Though the stats don’t reveal whether it is when they are stuck in a low network area or it is the application’s slow nature despite a good network, the point that we want to put stress on is that a mobile app’s inability to load quickly can leave users highly dissatisfied and compel them to abandon the application. This, along with an increase in churn rate, can result in revenue loss as well. This has pushed « appreneurs » toward adopting an offline-first approach or building offline-first apps to tackle limited connectivity issues.

Source de l’article sur DZONE

21 août 2022/par Service comm.

How to Measure Live Chat Performance

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Live chat is one of the most powerful tools for customer experience in the current marketplace.

In a world where customers are constantly connected to the online world, online chat is a reliable way of getting quick solutions to common problems.

Today’s consumers prefer talking to an agent over chat to calling a contact center, and they often feel that live chat is less frustrating than waiting for the right person to answer the phone.

Of course, like any digital tool, live chat is only effective when using it correctly. Today, we’re going to show you the crucial KPIs you need to consider if you want to ensure that your chat strategy is delivering a tangible return on investment.

The Most Important Metrics to Measure for Live Chat

These days, implementing live chat tools is easier than ever.

You don’t necessarily need to hire a professional developer unless you want a specialist widget with specific functions and unique branding. Many plugins and tools for sites built on Shopify and WooCommerce allow you to instantly access chat functions.

However, just because implementing live chat is easy doesn’t mean that there aren’t countless ways for your strategy to go wrong. Keeping an eye on these crucial KPIs and metrics ensures you’re making the right impression with your chat strategy.

1. First Response Time

First response time is a crucial live chat metric. This measures how long customers need to wait before someone responds to them. Technically, this metric only refers to how quickly an actual agent responds to your customer, so automated “thanks for getting in touch” messages don’t count. However, immediately responding with one of those messages can convince your audience to stick around for a little longer.

The faster your agents can respond to messages and solve problems, the better your brand reputation becomes. The good news is that a good live chat strategy can lead to pretty quick response times. The average time for an agent to see a live chat message is around 2 minutes and 40 seconds.

To improve your FRT statistics, make sure you:

Invest in chatbots: AI chatbots can support customers 24/7 with handy, self-service functionality. These tools will also filter out the customers waiting for an agent who can find a solution to their problem on your FAQ page.
Prepare canned responses: Quick responses to common queries can help you to address a problem much faster. In addition, preparing canned responses will ensure that your team members can quickly respond to more customers.
Increase your resources: Ensure you have the right hand and enough agents to handle peak demand.

2. Average Resolution Time

The first response rate only looks at how quickly someone responds to a customer’s message for the first time. However, it doesn’t show how rapidly you deal with client problems. Average Resolution Time is the metric that helps to measure customer satisfaction by seeing how long it takes to get to a point where your customer can close the chat.

If it takes too long for your employees to solve problems, there’s an increased risk of your customers becoming annoyed and frustrated. Additionally, the longer agents take dealing with each individual chat, the more other consumers will have to wait for someone to become available. Finally, the longer it takes to resolve an issue, the more customer satisfaction decreases.

The key to success is ensuring that the right agent deals with the correct customer and that everyone on your team is empowered with the appropriate tools and information. Boost resolution time by:

Giving customers a quick self-service solution: For common questions, make sure that you have an FAQ section that you can direct your customers to. In addition, a chatbot that can offer quick canned responses to regular queries can save time. Plus, they’re great for reducing the pressure on your agents’ shoulders.
Integrate CRM tools with live chat: Make sure your agents have access to information about each customer as soon as they start the conversation. This information should include the customer’s name, what they’ve purchased before, and if they’ve issued any support tickets. Integrating with the CRM makes it easier for agents to jump straight into the action without needing the customer to explain everything first.
Keep resources handy: Your team members should have instant access to all the information they need to answer customer questions. Ensure that searchable data repositories are available for everyone on your live chat team.

Remember, routing tools that automatically send customers to the agent with the proper knowledge or skills will also improve response times and reduce the number of times a customer needs to repeat themselves.

3. Chat to Conversion Rate

Live chat tools aren’t just an avenue for problem resolution. Although customers can get excellent service through live chat, they also look to chat to collect information before a potential purchase. Around 38% of customers say that they end up purchasing a positive live chat experience.

The live chat app on your website can provide real-time assistance for sales queries, converting leads, and maximizing your return on investment. However, to determine how successful your chat system is at encouraging sales, you must look at the chat to conversion rate metric.

Essentially, you measure the number of chats your company has been involved in, then compare that number to the total number of conversions from those customers. It might be helpful to narrow down your results here by using your data and analytics tools to separate your total number of live chats into those intended for sales information and those requiring assistance.

If your chat to conversion rate isn’t as high as you would like, there are lots of things you can do to start making a positive impact:

Automatically launch a chat: As soon as someone comes to your website, launch a chat window with a bot that asks whether you can help your customer. You can even include a list of commonly asked questions so your customer can get help faster.
Follow up on chat conversations: Make sure you follow up on any questions that customers ask on your chat widget with an email. This is a great way to reach out to customers that may have been distracted and ended up abandoning their cart.
Personalize suggestions: Use AI insights and information from your customer management tools to determine which products are most likely to appeal to each customer, then suggest those items. Remember to ensure that your tone of voice in the chat matches your brand too.

Remember, the faster you can answer customer queries and address their concerns with your live chat strategy, the more likely the chat will lead to a sale. Ultimately, customers are convinced to purchase when they believe they can trust your business to deliver excellent experiences.

4. Customer Satisfaction Score

The customer satisfaction score is probably one of the most critical metrics in any customer experience strategy. It directly measures customer satisfaction levels and gives you an insight into how well you’re doing from the perspective of your target audience.

The best way to measure CSAT through live chat is to add a survey to the end of the chat session. For instance, you could ask, “How would you rate this session on a scale of 1 to 10”. Then, based on the score, you’d calculate a “Net Promotion Score.” Each score falls into one of three categories: “Detractors 0-6”, “Passives 6-8,” and “Promotors 9-10”.

The more information you collect about your CSAT score, the easier it will be to determine where you’re going wrong with your live chat strategy. On the other hand, if the score is pretty good after a chat session, you’re probably on the right track. To improve your overall score:

Encourage feedback: Getting people to leave feedback, even on a live chat app, can be difficult. Offering customers the chance to win something in exchange for their insights could help you to get more data.
Follow up: Connect with your “detractors” to find out what you did wrong. Follow up in the live chat session by asking if they’d like to leave a more comprehensive review. Alternatively, you can send an email asking for additional information.
Reach out to promotors: Connect with the people who give you the most favorable scores to ask them for their insights. Find out what they enjoyed most about the experience and request a review that you can place on your website for social proof.

5. Missed Opportunities

The longer someone waits for you to answer their question in a live chat or respond to their initial message, the more likely they’ll give up on the conversation. Unfortunately, this means that your company ends up with missed opportunities. You lose the chance to potentially make a sale, delight a customer, and strengthen your brand reputation.

While you might assume that your customers will know you can’t be available to answer all of their questions immediately, that’s not the case. INC tells us that 51% of consumers believe a business should always be open. So every missed chat is another negative mark against your reputation.

If you discover that your team is missing a lot of chat chances, this could be a sign that you don’t have enough resources available in this area. However, there are a few ways that you can reduce your chances of missed opportunities, such as:

Hiring more team members: If you know that there are times of the year or week when you have peaks in demand, ensure that you have the correct number of staff members available.
Using chatbots: Chatbots won’t be able to answer all customer questions, but they can deliver quick responses to commonly asked queries and reduce the risk of lost opportunities.
Provide alternative forms of communication: if your customer can’t reach you on live chat, make sure that there are other options available, like a phone number and email address or a form where your customer can automatically submit a ticket.

6. Total Number of Chats and Tickets

Keeping track of the total number of tickets your customers submit, alongside the number of chats your employees engage in, will give you helpful information. First, the total number of conversations shows how many customers are taking advantage of your live chat function on the website.

You’ll also be able to compare your total number of chats to the number of resolved problems you deal with for your customers. For example, comparing your total number of chats to an unlimited number of tickets shows you how many customers have been left to rely on other sources of communication. You can also see how good your employees are at following up with tickets issued by customers.

When you’re analyzing your number of tickets and chat sessions, you might notice that many of the queries you dealt with were connected to specific questions or topics. If that’s the case, you might be able to create a new FAQ page for your customers or provide your chatbot with extra information that it can use.

If you’re getting more support tickets through alternative means than live chat, it might be time to ask yourself what’s wrong with your live chat performance and why your customers choose not to use it.

Improving Live Chat CX for Your Business

Live chat can be a powerful tool for improving customer experience and an excellent way to strengthen your relationship with existing and potential clients.

Step into the shoes of your customer and discover what it feels like to walk through the whole live chat experience, from the moment that you send a request to the live chat team to the moment when you close down the chat with a solution to your problem. Other quick tips include:

Getting the software right: Make sure your live chat app is easy for your end customers and your employees. The chat app you use should be convenient and suit your brand. It also needs to collect information effectively without causing problems like GDPR and regulations. Get a developer involved if you think you have a problem with your chat functionality.
Guide your team: Remember that your team needs to know how to use the live chat tools available effectively if they’re going to deliver the best results to your customers. Make sure you give your employees scripts to deal with problems if needed. In addition, chatbots that can quickly grab information from integrated CRM tools and other solutions could make your agents’ lives much more manageable.
Pay attention to feedback: Ask your customers for feedback on their live chat experiences whenever you can. Ensure you pay attention to what they say they like and dislike about the encounter. If you can listen to your customer’s opinions, they’ll give you a lot of helpful information to work with when you’re enhancing and optimizing your live chat strategy. In addition, listening to your audience shows that you have their best interests at heart.

Remember, as well as customer feedback; you might be able to ask your employees for their insights into how you can improve live chat performance too. Employees also work with these tools regularly, so they know which features are more problematic than others.

Measuring and Improving Live Chat

Live chat functionality isn’t something that you implement into your website and forget about. Instead, like any form of customer service or engagement tool, your live chat solution should be something you test regularly and constantly update to suit your customers’ needs.

Knowing which metrics to measure when examining live chat functionality and performance will boost the experience you can give your audience and even open the door for better relationships with clients in the long term.

Source

The post How to Measure Live Chat Performance first appeared on Webdesigner Depot.

Source de l’article sur Webdesignerdepot

12 août 2022/par Service comm.

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