The Most Important Metrics to Measure for Live Chat

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.

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

Actualités, Méthodes et organisation des process IT

12 août 2022/par Service comm.

Top 3 Chatbot Security Vulnerabilities in 2022

Chatbots Are Here To Stay

Chatbots have been around for a long time and based on the global chatbot market size (and the expected growth), they will stick around for a long time and gain importance. In the past, they’ve rarely met customer expectations or provided much positive experience. However, over the last few years, advances in conversational AI have transformed how they can be used. Since chatbots offer a wide range of applications, in certain cases, they become responsible for collecting and protecting personal information as well.

Consequently, they are a great attraction for hackers and malicious attacks too. The responsibility of ensuring chatbot security has become more evident after the introduction of GDPR in Europe. As statistics show that this technology will be a determining factor in our lives, security testing must also become part of our daily tasks, so that these chatbots can be used with confidence.

Security Risks, Threats, and Vulnerabilities

The words risk, threat, and vulnerability are often confused or used interchangeably when reading about computer security, so let’s first clarify the terminology:

Vulnerability refers to a weakness in your software (or hardware, or in your processes, or anything related). In other words, it’s a way hackers could find their way into and exploit your systems.
A threat exploits a vulnerability and can cause loss, damage, or destruction of an asset – threats exploit vulnerabilities.
Risk refers to the potential for lost, damaged, or destroyed assets – threats + vulnerability = risk!

The well-known OWASP Top 10 is a list of top security risks for a web application. Most chatbots out there are available over a public web frontend, and as such, all the OWASP security risks apply to those chatbots as well. Out of these risks, there are two especially important to defend against, as in contrast to the other risks, those two are nearly always a serious threat — XSS (Cross-Site Scripting) and SQL Injection.

In addition, for artificial intelligence-enabled chatbots, there is an increased risk for Denial of Service attacks, due to the higher amount of computing resources involved.

Vulnerability 1: XSS – Cross-Site Scripting

A typical implementation of a chatbot user interface:

There is a chat window with an input box.
Everything the user enters in the input box is mirrored in the chat window.
Chatbot response is shown in the chat window.

The XSS vulnerability is in the second step — when entering text including malicious Javascript code, the XSS attack is fulfilled when the web browser is running the injected code:

 <script>alert(document.cookie)</script>

Possible Attack Vector

For exploiting an XSS vulnerability the attacker has to trick the victim to send malicious input text. It can be done through one of the following ways:

Source de l’article sur DZONE

21 janvier 2022/par Service comm.

How to Get Started with the MVP Workflow

Few things are more important to a web designer or developer’s chances of success than having the proper workflow. The term “workflow” applies to the set of standardized steps you or your company uses to create, test, and deploy designs or products.

Over the years, as development processes have evolved, so too have the workflows experts use to bring their ideas to life. The MVP workflow, or “Minimum Viable Product” strategy, is one of the most popular options in 2022.

Here’s what you need to know about the MVP workflow and how it differs from some of the other standard workflows developers may be used to.

What is the Designer/Developer Workflow?

As mentioned above, the designer/developer workflow is a series of steps used by experts in the web design world to achieve a creative goal. The process includes the steps taken to start a project, evolve it, and finish it. Since software is never developed without tools, the technology you’ll access throughout the development process is also considered in most workflows.

An example of a standard development workflow might look like this:

Scaffolding: This is the stage wherein you start your new web project, creating a git repo, downloading libraries, preparing file structures, and completing other tasks to make sure your product is ready to roll out into the world.
Develop: This is where you’ll spend most of your time writing code for your application or website. The development process may include various specific tools and support from other staff members.
Test: In this stage, you examine the functionality of your code to determine if everything works as it should. If there are errors or issues, you can go back and develop fixes to the potential problems. Your code may go through the development/test process several times before you can move to the next stage.
Integrate: This is when you merge the code for your part of the development process with the rest of the team. You can also integrate your code into websites and existing apps at this point. If you’re working solo, you can skip this process.
Optimize: You prepare all your assets for use on a production server during the optimization stage. Files are generally optimized to ensure your visitors can view your site easily or access your applications with ease.
Deploy: In the deployment stage, developers push code and assets up into the server and allow for changes to be viewed by the public.

What is MVP? (Minimum Viable Product)

Now you know what a developer workflow looks like, you can begin to assess the concept of the “MVP” workflow. The term “MVP” stands for Minimum Viable Product.

The idea of “Minimum Viable Product” applies to a range of industries, from education to healthcare and government entities. This term comes from lean start-up practices and focuses heavily on the value of learning and changing during the development process.

When you adapt your workflow to focus on an MVP, you’re essentially adjusting your focus to a point where you can create a stripped-back version of something new – like an app or a website. The MVP is built just with the core features (the minimum), so you can bring the idea to market and test it as quickly as possible.

For instance, if your goal were to create an attractive new website for a client, an MVP would focus on implementing the crucial initial tools, and nothing else. While you may create checkout pages, product pages, and other aspects of the site, you wouldn’t populate it with content or start experimenting with bonus widgets and apps.

So, how does this offer a better alternative to the standard workflow?

Simply put, an MVP workflow is quick, agile, and easy. The idea is you can validate key concepts with speed, fail quickly, and learn just as fast. Rather than having to build an entire app and almost start over from scratch every time you find an error, you can race through the iteration and development process.

MVP workflows are also highly appealing to start-ups and entrepreneurs hoping to validate ideas without a massive amount of upfront investment.

Examples of MVP Workflows

Still confused? The easiest way to understand how an MVP workflow works is to look at an example.

Let’s start with a conceptual example. Say you were building a voice transcription service for businesses. The desired features of this product might include the ability to download transcription, translate them into different languages, and integrate them into AI analytics tools.

However, using the MVP approach, you wouldn’t try to accomplish all of your goals with your software at once. Instead, you’d focus on something simple first – like the ability to download the transcripts. Once you confirm you can do that, you can start a new workflow for the next most important feature for the app.

One excellent example of a company with an MVP approach is Airbnb. The entrepreneurs behind this unicorn company, Joe Gebbia and Brian Chesky, didn’t have a lot of cash to build a business with at first. They had to use their own apartment to validate the idea of creating a website where people could share their available “space” in a home or apartment with the public.

To begin, Airbnb only created a very basic website, published photos of their property, and waited to see the results. After discovering people were genuinely interested in renting another person’s home, the company was able to begin experimenting with new ideas to make a site where people could list their properties for travelers.

The Pros and Cons of an MVP Workflow

There are a lot of benefits to the MVP workflow – particularly when it comes to gaining agility and developing new products quickly. However, there are downsides too.

Pros

With an MVP approach, you can maximize your learning opportunities and create a more innovative, successful product at speed. You get to test every step of the way.
You release iterations or versions of your product quickly, which means you discover problems faster, allowing you to quickly solve these issues.
You build on the benefits of customer fans, “evangelists” in the marketplace who are keen to help your product or service grow.
An MVP gives you more freedom to try out unique ideas and “risks” you might otherwise avoid with a traditional workflow.
Because you’re focusing on creating only the “minimum viable product,” you don’t have to spend a fortune on initially setting up your workflows.

Cons

Agile work with an MVP flow requires a lot of effort in collecting constant feedback from customers and releasing iterations.
You’ll need to dedicate yourself to releasing many small and frequent product releases on a tight schedule.
You might have to revise the functionality of your product or app a number of times.

Creating Your MVP Workflow

If you believe an MVP workflow might be effective for you, the first step is defining your “Minimum Viable Product.” The app, website, or product you design needs to align with your team’s strategic goals, so think about what your company is trying to achieve at this moment – before you get started. If you have limited resources, or specific purposes, like improving your reputation as a reliable company, now might not be the right time to develop a new MVP.

Ask what purpose your minimum viable product will serve and what kind of market you’re going to be targeting. You’ll need to know your target customer to help you test the quality and performance of each iteration of your MVP. Once you know what your ideal “product” is, ask yourself what the most important features will be.

You can base these decisions on things like:

User research
Competitive analysis
Feedback from your audience

For example, if you’re producing an AI chatbot that helps companies to sort through customer inquiries, the most important “initial feature” may be the ability to integrate that bot into existing websites and apps owned by the company.

MVP Approach Guidelines

Once you have your hierarchy of most valuable features for your minimum viable product, you can translate this into an action plan for development. Remember, although you’re focusing on the “minimum” in development, your product still needs to be “viable.” In other words, it still needs to allow your customer to achieve a specific goal.

Review your features: Reviewing your prioritized product requirements and the minimum level of functionality you can deliver with each of these “features.” You need to ensure you’re still providing value to your customer with anything you produce.
Build your solution: Build your minimum set of features for the product or service. Remember to build only what is required. You can use methodologies like the agile or waterfall method to help guide your team during this process.
Validate your solution: Release your offering into the market, and ensure you have tools in place to gather feedback from early adopters. Use beta programs, focus groups, and market interviews to understand how your solution works for your customers and where you can improve on your current offer.
Release new iterations: Based on what you learn from your target audience, release improvements to your product quickly. Use your validation strategies to collect information from your audience with each release.
Review again: Go back to your product requirements and desired features and start the process over again, this time focusing on the next most valuable functionality. Over time, the value of your minimum viable product will increase.

Using the MVP Workflow Approach

While the MVP workflow approach might not be the right solution for every development or design team, it can work very effectively in the right circumstances. The MVP approach doesn’t minimize the importance of understanding market problems and delivering value. Instead, the focus is on delivering quick value that gradually increases and evolves over time.

As many developers and designers know, the most useful form of product validation in most cases is real-world validation. When your customers have had an opportunity to use a product on a day-to-day basis, they can provide much more effective feedback.

Just keep in mind that committing to the MVP approach also means changing your workflow and committing to iterations – otherwise, other features may never be completed. You’ll need to be willing to work quickly and in small bursts without getting too heavily caught up in one feature or functionality.

Featured image via Pexels.

The post How to Get Started with the MVP Workflow first appeared on Webdesigner Depot.

20 janvier 2022/par Service comm.

7 Simple Ways to Boost Your Website’s CX

Many markets are saturated with competition; it’s no surprise that customers are expecting top-of-the-line experiences. Businesses must keep up with these ever-changing demands to remain competitive and drive forward.

One way to ensure customers have positive experiences is to take a look at your website. Your website is like your digital headquarters, where customers can browse through products or services, have frequently asked questions answered, and be able to reach you if they need direct support.

Making a site user-friendly and customer-centric will assist businesses while they work to build a loyal customer base. Customer happiness is more important now than ever and has the potential to make or break your business. We all know that happier customers spend more, and delighted customers will always come back for more.

Let’s explore some ways you can level up the customer experience on your website to foster customer loyalty and retention, as well as garner brand advocates for your business.

How Important Is CX?

As a site manager, your goal should be to meet customers’ needs. Creating a website is no simple task but can transform CX (customer experience).

Suppose a customer visits your site only to see a buffering symbol or a lag on their desktop or mobile device. This wouldn’t make for a positive experience, would it?

When customers have to spend extra time navigating your website to find what they’re looking for, it can directly lead to site abandonment, where customers leave the site before browsing. It’s vital to consistently monitor your website metrics to see if abandonment rates impact your overall traffic.

Customers who have enjoyable experiences browsing through your site are more likely to appreciate your brand and strongly consider purchasing whatever offerings you have.

Additionally, positive customer reviews can help your business gain new customers — word-of-mouth marketing is still relevant in 2021’s digital marketing landscape. Earning those 5-star reviews can help other potential customers see that they too could have a positive experience with your brand.

As you can see, CX is just as important as the products or services you offer, so keep that in mind as you set out on the journey to improve your website to advocate for your customer base.

Below, we’ll cover some of the most important elements and features of a strong business site so you can implement them.

Valuable Features to Include on Your Website

The features of your website are the foundation of your business. One of the best parts of building a killer website is that you can get as creative as you’d like with all of the features at your disposal.

Whether you use WordPress or another platform to host your website, you can always explore other paid services or offerings online to bring your site to the next level.

For example, the WooCommerce WordPress extension allows e-commerce sites to improve the overall appearance of their site, add customizations and, generally speaking, create a high-quality e-commerce store.

Below are some examples of elements you should consider incorporating into your web design. Offering these features will surely keep your site visible, relevant, and attractive to all types of customers.

1. Add Personalization

Every type of customer can benefit from a personalized experience, and it helps you turn them into loyal customers.

Personalization is becoming more prevalent in web design, whether it’s including past products they’ve viewed on your landing page or making it simple for them to log in to their account.

Maybe you allow your customers to create a wishlist, just as Amazon does. You could also make personalized deals or recommendations for your customers based on their past purchases or search history. When customers see this level of personalization, it may influence their purchasing decisions and make it simpler for them to order products.

2. Include Compelling and Unique Content

Every professional in the digital marketing space knows that content is king. The companies that include the most compelling content garner the most attention and increase the number of customers who make up their customer base. Here are some examples of what your content should look like:

Comprehensive
Useful
Accurate
Visually appealing
Helpful
A direct answer to a search engine query

By following these descriptions, your content will improve. Whether it’s a blog post or a photo or video, quality content is a driving factor in your user engagement. It helps to support your SEO strategy and will undoubtedly keep customers coming back.

3. Prioritize Speed and Usability

Because technology is an integral part of most people’s lives, customers expect to visit a fast, reliable website. No longer will customers wait patiently for a site to load. The dreaded buffering symbol is a clear indicator that your business is not taking customer experience into account.

It’s critical to create a website that loads quickly and is easy to use. Avoid organizing any tabs in a confusing way. Ensure that your website is visually attractive without overwhelming color schemes or photos that take up too much space.

Go for a more modern, contemporary look that’s easy on the eyes. Customers will appreciate this and will likely spend more time browsing your various website pages.

4. Focus on Navigation

Users should be able to access any page on your website with ease. They shouldn’t have to search for the right drop-down menu or type into the search bar unless they’re searching for a specific product or service.

The majority of users on a site, 70% to be exact, spend most of their time navigating freely without using the search bar. This should tell you how vital good navigation is to your business website. Placing menus on the top of your site is common practice — if you would rather place your drop-down menu somewhere else, make sure you’re putting it in a section where it’s easy to find.

Put yourself in your customers’ shoes. See what types of designs you can incorporate into your site to elevate UX and make browsing simple.

5. Make Sharing Simple

One of the best ways to grow your customer advocates is by leveraging your existing customers. Your customers should be able to easily send your product or service descriptions to their friends and family.

Rather than copying a link, include a share feature. If something on your site is worth sharing with other potential customers, make it easy for them to send it.

Social sharing plays a significant role in digital marketing — it helps to garner organic traffic to your website. You can reach a larger number of people than originally intended, which is the most important benefit to reap by making it easy to share links from your site.

6. Incorporate Chatbots

Offering customer support by using chatbots is something major companies are incorporating into their website designs.

Suppose your customer is trying to complete a purchase but runs into a problem with a coupon they’d like to use. Rather than wait on hold on the phone or for an email in their inbox a few days later, an automated chatbot can step in and assist them.

Chatbots are on the rise, and it’ll be critical for your business to include them on your site. Proactive web actions can increase your site’s conversion rates and improve the overall customer experience.

7. Allow Customer Feedback

It shouldn’t come as a surprise that allowing your customers to share their experience with your brand can help you better understand them and the solutions they’re looking for from you.

Did you know that brands with superior customer service can generate 5.7 times more revenue than their competitors? When you’re in touch with your audience, you’re better able to include features they want and need to have a positive experience. By taking advantage of customer feedback, you can make necessary changes to your site to better serve your customers.

Advocate for Your Customer Base

All of the examples listed above can help elevate your site and improve the overall experience for existing and potential customers. Isn’t that the goal of any business, regardless of industry?

To serve your customers effectively means they’ll feel valued and come back for more. Whether that’s ordering more products or requesting more services, you’ll see the benefits of including the elements we’ve covered in this post.

As a recap, here are some steps you can take to advocate for your loyal customers:

Add personalization
Include unique content
Make your site fast and usable
Provide easy navigation
Allow for easy sharing
Leverage chatbots
Be open to feedback

Overall, customer experience will become more important in the future as customer expectations change. Standing out from your competitors is no longer an option but a necessity. So many markets are struggling to do just that — so if you’re able to offer unique features on your site, it could potentially draw more customers in and drive them to purchase.

Featured image via Unsplash.

The post 7 Simple Ways to Boost Your Website’s CX first appeared on Webdesigner Depot.

15 octobre 2021/par Service comm.

7 Tips for Transforming CX with Live Chat

Not so long ago, customers only had a couple of ways to interact with brands.

If you had an issue with a product or service, you could reach out through the customer service phone number or send an email. Occasionally, sites would introduce dedicated forms on their website that allowed consumers to send support tickets straight to the service desk – but that was it.

The problem with this kind of service was all the waiting.

Send an email or ticket, and you have no idea when the company is going to get back to you. Customers end up refreshing their inbox all day, waiting for a response. Call the company, and 9 times out of 10, you’ll be placed on hold. You can’t exactly do much when you’re stuck listening to hold music, so customers are gradually getting more frustrated as they wait for a response.

Fortunately, the evolving digital age has introduced a new solution: live chat.

Transforming Your CX With Live Chat

Live chat is a quick and convenient way for your customers to contact your business and get a response immediately. The result is happier clients, better customer satisfaction scores, and even opportunities for bigger sales.

More than 41% of customers say they expect to see live chat on a site.

Even if you don’t have an agent on hand to answer a chat message immediately, you can create an automated system that notifies your customer when someone is available. That means they can go and do other things while they’re waiting for a response. Live chat solutions with bots can even allow your customers to fix problems for themselves. That’s pretty convenient!

Widgets equipped with answers to commonly asked questions can automatically deal with customer queries or help them find solutions to their problems before passing them over to an agent. This means that your customer gets a solution faster, and your agents don’t have as much pressure to deal with. It’s a win-win – as long as you get it right.

Unfortunately, a lot of companies don’t know how to implement live chat experiences correctly.

Kayako’s study into 400 customers found that 47% couldn’t remember the last time they’d had a positive experience through a live chat tool.

How to Upgrade Live Chat CX

The evidence shows that customers love the idea of live chat, but the reality of how businesses implement this technology isn’t always ideal.

However, since 86% of customers say they’re willing to spend more on a better customer experience, it’s worth figuring out what separates a good live chat interaction from a bad one.

1. Set Expectations Instantly

Setting the right expectations is crucial if you want to generate better satisfaction for your customers at a later date. When customers know what to expect from your live chat strategy, they can also make more informed decisions about which support channels they’re going to use, and whether they want to hang around for someone to answer their messages.

The first thing you should do is showcase your agent’s availability. In this example from Help Scout, you can see whether the team is active, online, and ready to talk. The company also sets expectations for how quickly you can get an email response if you don’t want to chat.

Other ways to set expectations include:

Showing your opening hours: List when team members are usually available to answer questions if you’re not currently online.
Topics: Offer your customers some topics that they can ask about or use the welcome message on your chat tool to direct your customers to an FAQ page.
Restrictions: If there’s anything you can’t deal with over live chat, like changing a customer’s password, let them know in advance so they don’t waste time.

2. Leverage Pre-Chat Forms

Pre-chat forms are some of the most important parts of the live chat experience. They ask your customer to explain their issue to your chatbot so that they can be directed towards the right agent. Using these forms correctly ensures that your agent has all the information they need to solve a problem fast.

You can even set up automated systems that direct customers to different agents and teams based on their needs. For instance, the live chat app on Outgrow.co gives customers the option to fill out different forms depending on whether they want answers to a question, a demo, or something else.

The button you click on dictates which professional you’ll get through to. Although filling out a form can seem like an extra friction point for your customer at first, it helps to streamline the customer journey. After all, if you can direct the customer to the right agent the first time, there are fewer chances that they’ll need to explain their issue to various different people.

Here are a few things you can ask for in the live chat form to make it more effective:

The customer’s name: This will help to personalize the conversation. It could also be an opportunity to track down any background information you have about an existing customer and the orders that they may want to speak to you about.
An email address: Having an email address will allow you to bring up a customer’s record on your CRM. It also means that you can send any information that the customer needs to their email inbox at the end of the conversation.
A brief explanation: Ask your customers to share what they’re reaching out to you about and use keywords in their message to assign the chat to the right agent or professional. You could even add a drop-down menu of topics for them to choose from.

Remember, don’t ask for too much information straight away, or you’ll risk your clients feeling that the service experience is too complicated.

3. Make Sure It Works Everywhere

We’ve reached the point now where every customer expects a brand’s website to be responsive on any device. Most web-building templates automatically work on mobile tablets and smartphones. Additionally, it’s becoming increasingly easy for companies to transform their website and online store experiences into dedicated apps too.

However, while most businesses know that their site needs to be responsive, they often forget about the mobile element when it comes to live chat. If your live chat function is only available on the web browser version of your website, then this is going to end up making your mobile customers pretty unhappy. They don’t want to have to stop browsing on their phone just to connect with you.

Ideally, you’ll want to create a separate component for your mobile app where your customers can easily access the same live chat functions they’d have on your browser-based site.

If you’re just offering live chat through a mobile version of your website, make sure that it’s easy for your customer to click into the chat section and send messages without accidentally ending up on a different tab or page. It might also be worth setting up functions that allow your chat app to send push notifications to your customer’s phone whenever they get a new message.

Being able to put their smartphone down or switch to another app while they wait for a response will provide a much more intuitive experience for your audience.

4. Make Sure You Support All the Right Languages

You’d think that this CX tip for live chat would be obvious, but it’s shocking how many companies fail to offer support for all the languages that their customers might use. If you’re selling your products throughout the world, and you know you have customers in China, then it doesn’t make much sense to only offer live chat in English.

Some of the available live chat apps on the market today come with features that allow you to automatically translate languages when your agents are talking to foreign customers. For instance, LiveChat currently supports 45 languages.

If you’re creating your own chat app from scratch, then you’re going to need to work with your developer or designer to make sure that the right languages are supported. Remember, you don’t have to cover everything, but at least make sure that you can connect with the most common groups of customers in your CRM.

Ensure that if you are using multiple languages, your customers know how to switch to their preferred option too. Usually, the best way to do this is with a drop-down menu. You could also use little flag icons of the countries that you support.

5. Find Ways to Reduce First Response Time

Speed is probably one of the biggest advantages of live chat, and the main reason that customers like it so much. According to the CMO council, fast response time is the number one thing that a customer looks at when measuring satisfaction.

While you might not be able to have someone on-hand to answer your customers 24/7, you can improve the way they perceive your load times in a variety of ways. For instance, start by making it clear when your people are online to talk to your customers. Setting expectations on when you’ll be available to immediately respond should help to avoid frustration.

Keep all chats in the same place for agents: Having a combined contact center solution on the back-end makes responding to queries much easier for your agents. If they can see all of your brand’s live chat, social, and email conversations in one place, they don’t have to waste time jumping between different platforms and tabs.
Set routing queues: Use an automated system to send every message you get to the most appropriate agent available. You can intelligently route conversations based on the issues that your customers have or the things they want to discuss. It’s also worth ensuring that your system prioritizes routing conversations to the first agent available.
Send notifications: Make sure that you set your live chat system up to send push notifications to agents when a new message is waiting. It’s also with notifying your customer when they have a response, just in case they’ve switched to another tab.

The notifications you send to your agents could come with access to a customer’s CRM file, so that your agent can go into a conversation with the context they need. Agents that instantly get context on a conversation don’t have to waste as much time tracking down the right information. Giving your agents context also means that they don’t have to ask repetitive questions, which could annoy your customer.

6. Make the Chat Experience On-Brand

Every company wants to give their customer a slick experience with live chat. The solution you build needs to be easy to use, and responsive across every device. However, it also needs to be something that your customer associates with your brand.

Companies generally have a lot of options for how a live chat window can look. You can adjust the appearance to suit your brand by picking specific colors, tweaking button shapes, and even changing the available fonts.

Working the visual elements of your brand into the design of the live chat experience is the best way to make your customers feel comfortable and confident that they’re dealing with your company. For instance, Hubspot uses matching colors, rounded edges on chat bubbles, and even a fun illustration to make their chat experience more “branded.”

Remember, when you’re creating a Live Chat experience that’s “on brand”, it’s also a good idea to think about things like voice and tone. Infusing live chat with the unique personality of your brand will make the experience more memorable.

If you usually stick with informal language and use a lot of slang, then it makes sense to continue that in live chat – even when you’re sending automated messages. To make sure your brand identity really shines through:

Write scripts for your automated messages in your brand’s tone of voice
Write guidance scripts for employees that highlight your tone for agents
Provide training on brand tone of voice for your support team
Encourage support agents to connect with customers on a personal level
Remember to set guidelines on how to use things like gifs, slang, and emojis too!

7. Make a Checklist For Security and Tech Issues

One of the most significant things that will affect the experience your customer has with your live chat service, is technical and security issues. Choose the right developer or designer to help with your app, and the risk of problems dwindle. You can also address the issue of having to constantly maintain, check, and update your live chat experience by using a pre-existing solution, like Intercom.

No matter how you choose to approach live chat, these are the things you’ll need to check for most:

Page load times: Page load times are crucial for user experience and SEO, so you should be taking them seriously already. Check your web chat software isn’t dragging down the performance of your page or causing unnecessary problems.
Cross-channel conversations: If your website has various subdomains, make sure that moving through these in chat won’t mean you lose the session. Customers don’t want to have to repeat themselves!
Functionality with browsers: Your chat app needs to work just as well on every browser and operating system – including mobile devices.
Data management: Under things like GDPR, you need to ensure that you’re controlling user information safely. Ensure you have a DPA in place, and make sure that your web channel doesn’t affect any PCI-DSS compliance systems you have in place. Your chat solution may need to automatically mask credit card information, for instance.

Time to Enhance Your Live Chat Strategy

Ultimately, whether you like it or not, your customers love live chat technology, and they’re not going to stop looking for it on your website. Today’s consumers expect you to serve their interests by delivering customer support on the channels that they choose. Unfortunately, most companies just aren’t living up to expectations.

Following the tips above could help you to transform the way that you interact with your clients and improve your chances of better satisfaction overall.

The post 7 Tips for Transforming CX with Live Chat first appeared on Webdesigner Depot.

Source de l’article sur sap.com

22 septembre 2021/par Service comm.

SAP France accompagne La Ruche pour aider à réduire les inégalités femmes / hommes dans l’entrepreneuriat tech

Actualités, ERP & Applications, Ressources Humaines, SAP

SAP France poursuit son engagement en faveur d’une Tech au service de l’impact en accompagnant le programme, Les Ambitieuses Tech For Good, du réseau d’incubateurs La Ruche. Parce qu’en France, les femmes ne représentent que 9% des entrepreneurs dans le secteur des nouvelles technologies, La Ruche, avec l’aide de SAP, souhaite relever un défi de taille : réduire les inégalités femmes / hommes dans les nouvelles technologies.

Ce programme d’accélération à destination de startup à impact dirigées par des femmes, est soutenu par des mentors SAP qui les accompagnent et apportent leurs expertises pour les aider à se développer.

Au programme : parité, impact social et nouvelles technologies.

Via cette nouvelle collaboration aux côtés de La Ruche, SAP poursuit ses engagements en faveur de la parité Femmes/Hommes dans la Tech et compte sur ses collaborateurs volontaires pour accompagner pendant 9 mois une partie des 10 femmes entrepreneures retenues par La Ruche. L’objectif : les aider à développer leur startup sociale tant sur le plan opérationnel que stratégique grâce aux nouvelles technologies.

Les nombreux avantages du programme Les Ambitieuses Tech For Good :

Le programme se déroule à La Ruche, espace de travail collaboratif et spécialisé dans l’entrepreneuriat responsable.
Le programme d’accélération est sur mesure et assuré par La Ruche avec : 9 sessions de mentorat, 6 jours de workshop, des mises en relation avec des experts et une préparation intensive pour passer du business plan à la levée de fonds.
Un prix coup de pouce est décerné à la fin de l’accélération.

SAP France : un partenaire engagé et de longue date en faveur de l’entrepreneuriat tech au féminin.

Pour SAP, les technologies sont un facteur d’intégration et de développement au-delà de toute discrimination. Ainsi, le Groupe tire parti de son expertise et de ses talents comme effet de levier pour contribuer à résoudre des enjeux sociaux de premier plan et engage des partenariats diversifiés avec diverses structures associatives en impliquant ses collaborateurs. Sa participation au précédent programme Les Ambitieuses Tech For Good est une des nombreuses illustrations de l’engagement de SAP sur ces enjeux. Elle a permis le développement de plusieurs beaux projets comme celui de Ewen Life en 2019 qui vise à soutenir la valorisation et la formation auprès de personnes atteintes de maladies rares dans la gestion de la maladie de manière émotionnelle et sociale. En 2020, le projet Aaliatech a mis en place un chatbot de traduction de langues des dialectes du milieu médical pour faciliter les échanges entre les médecins et les patients étrangers.

« Le mentorat mis en place par les équipes de SAP autour de nos entrepreneures Tech for Good, est un vrai outil d’accélération pour nos startups sociales ! L’écoute, la bienveillance et la pertinence des mentors mobilisés ont permis à Samah fondatrice de Aaliatech de bénéficier de retours concrets et motivants lui permettant de structurer efficacement sa stratégie commerciale. À La Ruche, nous sommes convaincus que la valeur d’un bon accompagnement réside dans la mobilisation des bonnes ressources au bon moment et les équipes de SAP ont su être ces ressources précieuses pour nos Ambitieuses Tech for Good lors de la précédente édition. » Gaspard Lefèvre, Responsable de programme incubation, La Ruche Paris

« Ce que l’accompagnement SAP4Good m’a apporté est une grande dose de soutien et d’encouragement dans la poursuite de mon projet. J’ai pu recevoir de précieux conseils d’experts avisés pour mieux appréhender les enjeux et défis liés à l’entreprenariat. C’est toujours un plaisir d’échanger avec les mentors : après nos sessions je repars avec un boost d’énergie et de bonne humeur ! » Samah Ghalloussi, CEO AALIA.tech

A qui s’adresse ce programme et comment postuler ?

Toute femme entrepreneure à impact, utilisant le numérique ou la Tech pour avoir un impact positif, ayant une première preuve de concept ou une solution aboutie et souhaitant accélérer le développement de sa startup peut postuler à la nouvelle édition Les Ambitieuses Tech for Good.

Les candidates peuvent déposer leurs dossiers de candidature ici jusqu’au 23 mars 2021 minuit. Les dossiers pré-sélectionnés pourront participer à des formations gratuites dédiées à booster la stratégie de développement, les 6 et 7 avril 2021, à Paris. Après des sessions de pitch en régions, les 10 startups sélectionnées commenceront leur programme d’accélération le 12 avril jusqu’au 31 décembre 2021.

The post SAP France accompagne La Ruche pour aider à réduire les inégalités femmes / hommes dans l’entrepreneuriat tech appeared first on SAP France News.

17 mars 2021/par Service comm.

What’s New in Ecommerce, January 2021

Ecommerce design may seem fairly straight-forward; you build an online store that showcases a company’s products or services and gives customers a quick and pain-free way to purchase them.

While that formula will always hold true, ecommerce is undergoing some big changes, and web designers need to be prepared to keep up with them. This monthly ecommerce trends roundup will explore these new and evolving design, sales, and marketing trends.

1. Calmer Color Palettes

Although we’re not likely to see this trend go near the sites for big box stores, it’s something smaller ecommerce companies are adopting. And with good reason.

As consumers become wary about how much money they’re spending, they don’t need to feel pressured or rushed into a purchase. And ecommerce sites that employ calmer color palettes — like pastels and earth tones — will do a better job of putting their customers at ease.

Bicycle saddle manufacture Brooks England shows how this trend plays out in ecommerce design:

It’s not just outdoors or sporting goods companies that can use more natural-looking colors, either. CBD product vendor Cannaray is another company that uses a more subdued color palette:

Really, any store that wants to do a better job creating satisfying experiences for customers and gaining their long-time loyalty should consider toning things down with color.

2. No-rush Shipping Rewards

For years, we’ve seen consumers go crazy for brands that offer free and fast shipping. But thanks to the surge in online shopping in 2020, ecommerce companies, their shipping partners, and delivery service providers just haven’t been able to keep up with the pace.

When customers are unhappy with slow deliveries, they’re going to go to social media and review sites to bombard brands with complaints, as has been happening with Loft since November:

Although many ecommerce stores still don’t inform customers ahead of time about these delays, we’re starting to see a new checkout trend.

Here’s how Gap is encouraging and rewarding customers for choosing no-rush shipping:

Amazon is another ecommerce site that encourages no-rush shipping at checkout with a reward:

Not only does this set better expectations for customers before they finish their purchases, but it encourages everyone to slow down a bit so that ecommerce companies and their shipping/delivery partners can keep up.

3. More Human and Empathetic Assistance

Each year, design trend roundups suggest that AI will play a greater role in web design.

While that may be true for things like the search bar or personalized recommendations, ecommerce sites are pulling back the reins on automated support and assistance.

Best Buy, for instance, offers customers the option to “Shop with an Expert”:

After shoppers go through a quick survey, they’re given a variety of options — based on their own level of comfort and convenience — to work with the expert:

Something that might’ve been left in the hands of a self-service quiz or automated chatbot is being given the human touch once more.

We’re seeing a similar trend with retailers like Warby Parker. While it still offers a virtual AR try-on, the main navigation actually emphasizes the home try-on option:

Again, this is another example of ecommerce companies becoming less reliant on automated support to give their customers a better and more confident shopping experience.

Wrap-Up

Ecommerce trends are always evolving. Sometimes it’s due to new technologies. Other times it has to do with what’s happening in the world around us. And sometimes it’s simply to keep up with changing consumer expectations.

Stay tuned as we explore new and emerging ecommerce trends in the coming months…

The post What’s New in Ecommerce, January 2021 first appeared on Webdesigner Depot.

13 janvier 2021/par Service comm.

Top New CMS Plugins, December 2020

Looking for the best new CMS plugins to take your website to the next level? Well look no further.

In this post, we’ll cover a list of the best new CMS plugins for December 2020. This article will include useful plugins for WordPress, Shopify, Craft, and Joomla. Let’s get started…

WordPress

OptiPic images optimization

OptiPic is a simple WordPress plugin that allows users to easily optimize and compress images.

The plugin also returns the WebP versions of images if the web browser supports it; if the web browser does not support WebP images, OptiPic will return a compressed version of the image. It also returns responsive images on mobile screens when the website is opened on a smaller device.

The image compression and WebP conversions occur in the background, so images load fast. The plugin takes advantage of caching to speed up load times.

Haglit for WooCommerce

Haglit is an AI-powered sales chatbot plugin for WooCommerce stores. The plugin allows customers to negotiate the price of products on your online store.

Haglit enables customers to haggle with a chatbot to get a personalized discount directly on the product page. In physical brick and mortar stores, conversation and haggling help to increase conversion rates and sales. Haglit allows you to bring that same interaction to your WooCommerce store. Customers can negotiate discounts and sellers can increase sales using Haglit’s discount algorithm.

The plugin is very easy to set up. All you need to do is sync Haglit to your WooCommerce store and set the maximum discount that will be allowed for a particular product. After publishing your settings, Haglit will take care of turning visitors into customers.

Brosix Live Chat

Brosix Live Chat plugin allows you to easily add live chat support to your WordPress site. It provides instant communication with your site’s visitors.

The plugin is easy to set up and use. All messages between customers and customer agents are encrypted. There is also a dedicated chat room on Brosix for your agents. Brosix has a mobile application for phones/tablets, a web application that works on all web browsers, and desktop applications for computers. The plugin comes in three availability options for agents and several color icon options.

Brosix offers two plans; a free plan that allows only one agent and a premium plan with more collaboration and administrative features.

Rankchecker.io

Rankchecker.io is a free tool from Google that allows you to monitor your website’s ranking on search engines. The plugin allows you to check search engine rankings for multiple keywords on Google’s SERPs. Rankchecker.io can check keyword rankings for any country or language.

Bitcoin Widgets

Bitcoin Widgets is a payment gateway plugin for WordPress users. It allows your customers to pay for goods using bitcoin.

You can receive the bitcoin payments directly to your crypto-wallet. Customers can also pay for goods with a bank card. These are the currencies that are supported: USD, RUR, EUR, UAH, INR. KRW, TRY, GBP, BRL, AUD, HKD, and TWD.

To collect bitcoin payments, just add your wallet address for payout. The payment transfers usually happen within 30 – 60 minutes depending on the network. There is also no processing fee.

Remove Emoji CSS and JS

Remove Emoji CSS and JS is a simple plugin that allows you to remove emoji CSS and JS from your WordPress website. Removing these CSS and JS scripts will help improve the performance and speed of your website.

Using the plugin is straight forward. Just install and activate the plugin to remove emoji CSS and JS from your website.

GuardGiant

GuardGiant is a security plugin that stops hackers from logging into a WordPress website. The plugin uses a modern approach to make sure that genuine users are not locked away from their website. When a genuine user successfully logs into a device for the first time, the plugin treats the device as trusted. So if a user has failed login attempts on a trusted device, they are directed to ‘Lost Password’ forms instead of being completely locked out of their account.

Users will receive alerts when someone logs into their account from an unrecognized browser or device. Some of its features include brute force protection and detailed logging of all login attempts. The plugin also obscures login errors so that hackers cannot detect valid account names.

The plugin is easy to use and the default settings are already optimized to keep hackers away.

Schema Integration

Schema Integration is a lightweight plugin that makes it easy to add schema markup to WordPress websites.

The plugin will automatically add the structured schema.org data markup in the recommended JSON-LD format to your website in seconds. The plugin supports multiple schema.org types. You can add the schema types anywhere on your site. All the schema types in the plugin are valid when tested on Google Structured Data Testing Tool.

Setting up schema using the plugin is easy. All you need to do is select the schema type you want and fill in the desired fields. The plugin will take care of the rest.

Promo Video Maker

Promo Video Maker is an effective WordPress plugin for creating professionally designed videos for your business. The plugin allows you to turn static images into videos.

Some of the features in the plugin include free video templates, licensed audio tracks, and a free library with over 1.4M assets. The plugin comes with an easy to use editor. It easily integrates with Facebook, Instagram, Twitter, and YouTube. You can also manually embed the videos on any web page. With Promo Video Maker, you can easily create advertisements and testimonial videos to promote your products and services.

Backup Migration

Backup Migration is a WordPress plugin for creating a backup of your site. All you need to do is install the plugin and click on “Create backup now”. The plugin allows you to schedule backups. You can also determine which exact files or databases you want to backup. The plugin is free to use.

Joli FAQ SEO

Joli FAQ SEO is an easy-to-use plugin for creating multiple FAQs pages.

The plugin comes with a one-page drag-and-drop FAQ builder for creating fully responsive and mobile-friendly FAQ pages. The plugin is very great for SEO. It does not use jQuery in the front end. The plugin’s JavaScript file size is 4kb minified and the CSS file size is 6kb minified. You can customize the FAQ page to fit your website’s theme. The pro version integrates with WooCommerce and has an instant search bar.

Shopify

QuizToAction

QuizToAction is a simple Shopify plugin that allows you to catch the attention of your store visitors using interactive quizzes. At the end of each quiz, you can add a call to action. Currently, the plugin only allows email subscriptions as the call to action.

UGC Shoppable Customer Content

UGC Shoppable Customer Content plugin makes it easy to get user-generated content from your customers. With the plugin, you can invite your customers to share photos of their purchases through an on-site upload or email submissions.

The plugin comes with a widget so that you can display the UGC on your store. You can review the photos before they are uploaded. During the uploading process, the customer is asked if their photo can be shared on social media. If their answer is “Yes”, you can share the photo on social media through a shareable icon on the platform.

Checkify

Checkify is a simple Shopify plugin that makes it easy to add a terms and conditions checkbox to your cart page. You can also add age verification and any customer agreements required by your store. No code is required to install the plugin. It uses a one-click install and will appear immediately after installation.

It is compatible with all browsers and Shopify themes. Checkify will show a warning if a customer tries to check out without checking the checkbox.

Craft CMS

Hop Reveal

Hop Reveal plugin gives Craft site editors a quick visual cue on which server-side they are working on, development, staging, or production. You can choose what to name or color the labels. The plugin also allows you to view key environment variables that will be useful during development.

Donkeytail

Donkeytail is a field type in Craft that allows you to quickly and easily content manage points on images.

Donkeytail is compatible with GraphQL. It also works with all content types including entries, categories, assets, users, variants, and products. You can use Donkeytail to showcase multiple products within an image.

Joomla

Ol Content Modal

Ol Content Modal is a Joomla module that allows users to display articles, K2, or custom items on a popup modal. The extension also allows users to show full articles in a popup window; use a navigation arrow to move from one article to the next.

Mx contact

Mx contact is a responsive Joomla module that allows you to add a custom contact form to any page on your website. The extension is great for collecting customer feedback and contact details. The contact form can either appear on a wall or as a popup.

Ruxin QR Code

Ruxin QR Code allows you to add QR codes to your Joomla website. The extension allows you to set your QR size, display custom links, set the background color and put a footer label. You can also show your logo or label in the center of the QR code.

Featured image via Unsplash.