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4 Steps to Improve PageSpeed Insights Score and SEO

PageSpeed Insights is a free performance measurement tool provided by Google. It analyzes the contents of a web page for desktop and mobile devices. It provides a single number score (from 1 to 100) that summarizes several underlying metrics that measure performance. If you have not run PageSpeed Insights on your website, then you should stop and do it now. It’s an important indicator of how Google scores and ranks your site.

If your PageSpeed Insights score is below 80, don’t panic. You are not alone. Many websites are not optimized for performance. The good news is that you can take steps that should immediately improve your score.

You will notice that PageSpeed Insights highlights issues that cause slow page loading. However, you might need more guidance to resolve these issues. Below, we walk you through how to resolve four common issues related to images. We also show you how ImageEngine, an image CDN, can simplify, automate, and deliver the best image optimization solution possible.

Performance Drives Google SEO Rankings

Why does the PageSpeed Insights score and performance matter? Isn’t SEO ranking all about content relevance, backlinks, and domain authority? Yes, but now performance matters more than it did a year ago. Starting in 2021, Google added performance metrics to the factors that impact search engine rankings. In a market where websites are constantly jockeying to match their competition’s pages (for content relevance, keywords, and other SEO issues), performance is making a difference in keyword search engine rankings.

What Are Core Web Vitals Metrics?

PageSpeed Insights relies on a set of performance metrics called Core Web Vitals. These metrics are:

Largest Contentful Paint (LCP): Measures the render time (in seconds) of the largest image or text block visible within the viewport, relative to when the page first started loading. Typically, the largest image is the hero image at the top of pages.

First Input Delay (FID): Measures the time from when a user first interacts with a page (i.e. when they click a link, tap on a button, or use a custom JavaScript-powered control) to the time when the browser is actually able to begin processing event handlers in response to that interaction.

Cumulative Layout Shift (CLS): Measures the layout shift that occurs any time a visible element changes its position from one rendered frame to the next.

Images and JavaScript are the Main Culprits

PageSpeed Insights breaks down problems into categories based upon how they impact these Core Web Vitals metrics. The top two reasons why you might have a low score are driven by JavaScript and images.

JavaScript issues are usually related to code that either blocks or delays page loading. For example, lazy-loading images might involve JavaScript that blocks loading. As a rule of thumb, do not use a third-party JavaScript library to manage image loading. These libraries frequently break the browser’s built-in image loading features. Lazy-loading may make above-the-fold images load slower (longer LCP) because the browser starts the download later and because the browser first has to execute the JavaScript.

Another JavaScript issue involves code that is large or unnecessary for the page. In other words, code bloat. There are good resources for resolving these issues on the web. However, in this blog, we will focus on image problems.

Images are a major contributor to poor performance. The average website payload is 2MB in 2021, and 50% of that is images. Frequently, images are larger than they need to be and can be optimized for size with no impact on quality…if you do it right.

Four Image Issues Highlighted by PageSpeed Insights

Largest Contentful Paint is the primary metric impacted by images. PageSpeed Insights frequently recommends the following four pieces of advice:

Serve images in next-gen formats.
Efficiently encode images.
Properly size images.
Avoid enormous network payloads.

That advice seems straightforward. Google provides some great advice on how to deal with images in its dev community. It can be summarized in the following steps:

Select the appropriate file format.
Apply the appropriate image compression.
Apply the right display size.
Render the image.
Write responsive image code to select the right variant of the image.

We call Google’s process the “Build-Time Responsive Syntax” approach. If you have a relatively static website where you don’t generate new pages or switch out images frequently, then you can probably live with this approach. However, if you have a large and dynamic site with many images, then you will quickly feel the pain of this approach. Google itself stresses that developers should seek to automate this image process. Why? Because the process has some serious workflow drawbacks:

Adds storage requirements due to a large increase in image variants.
Increases code bloat and introduces more code complexity.
Requires developers’ time and effort to create variants and implement responsiveness.
Requires logic to account for different browser’s support for next-gen image formats.
Doesn’t adapt to different contexts. It relies on best-guess (breakpoints) of what device visits the web page.
Needs a separate CDN to further increase delivery speeds.
Requires ongoing maintenance to adapt to new devices, breakpoints, image formats, markets, and practices.

Key Steps to Achieving High-Performance Images

Instead of using the Build-Time Responsive Syntax approach, an automated image CDN solution can address all of the image issues raised by PageSpeed Insights. The key steps of an image CDN that you should look for are:

Detect Mobile Devices: Detection of a website visitor’s device model and its technical capabilities. These include: OS version, browser version, screen pixel density, screen resolution width and height, support for next-gen image and video formats. This is where ImageEngine is unique in the market. ImageEngine uses true mobile device detection to further improve image optimization. It has a huge impact on the effectiveness of the image optimization process.
Optimize Images: An image CDN will leverage the device’s parameters to automatically resize, compress and convert large original images into optimized images with next-generation file formats, like WebP and AVIF. Frequently, an image CDN like ImageEngine will reduce the image payload by up to 80%.
Deliver by CDN: Image CDNs like ImageEngine have edge servers strategically positioned around the globe. By pushing optimized images closer to requesting customers and delivering them immediately from the cache, it often provides a 50% faster web page download time than traditional CDNs.

Easy Integration Process for Image CDN

After signing up for an ImageEngine account and free trial, you will receive a Delivery Address. After adjusting your <img /> elements to include the Delivery Address, ImageEngine will start to pull the original images from your website (no need to move or upload them), automatically optimize them, and deliver them.

You can automate the addition of the Delivery Address to the img src tag by using plug-ins for WordPress and Magento. Developers can also use ImageEngine’s React, Vue, or Angular JavaScript frameworks to simplify the process.

Additionally, there are many ways to simplify implementation via adjustments to templates for many CMS and eCommerce platforms.

Results: Improved Performance, Better SEO

Most ImageEngine users see a huge improvement in LCP metrics, and consequently, a big improvement in the overall PageSpeed Insights score. ImageEngine provides a free demo analysis of your images before and after image optimization. In many cases, developers see improvements of many seconds on their LCP and Speed Index.

In summary, performance drives higher search rankings, and better UX, and increases website conversions for eCommerce. The steps you take to improve your image performance will pay for themselves in more sales and conversions, streamlined workflow, and lower CDN delivery costs.

Source

The post 4 Steps to Improve PageSpeed Insights Score and SEO first appeared on Webdesigner Depot.

Source de l’article sur Webdesignerdepot

5 octobre 2021/par Service comm.

Integrating Alexa With Microsoft LUIS

Actualités, Méthodes et organisation des process IT

Alexa has a very good Natural Language Processing engine. However, there are other NLP engines in the market that can be used and those are including more and more capabilities.

Integrating Alexa with Microsoft LUIS
- Prerequisites
- Preface
- Setting up our Alexa Skill
- Creating Azure Cognitive Services
- Creating MS LUIS App
- Calling MS LUIS from Alexa Skill
- Final Result
- Resources
- Conclusion

Prerequisites

Here you have the technologies used in this project

Source de l’article sur DZONE

1 octobre 2021/par Service comm.

Improve Performance by Combining Headless CMS with an Image CDN

Actualités, Actualités

The headless CMS trend is gaining traction growing at over 20% annually. The driving force behind the headless CMS trend is developer’s increasing need for flexibility and control. Using the headless CMS’s API, front-end developers can use JavaScript frameworks like React, Vue, or Angular to quickly deploy content and designs in various web pages and apps.

Images Are A Crucial Part Of Any Web Experience

A headless CMS holds potentially thousands of images. How quickly images are rendered has a huge impact on user experience. This is why developers and designers need to focus on streamlining how they access, optimize, cache, and deliver images in a performant way.

ImageEngine is an image CDN that provides a simple solution for accelerating performance, and saves you time and delivery costs. With its multiple components and plugins for React, Vue, and Angular, ImageEngine makes it easy for developers to achieve superior image performance scores on tools like Google’s PageSpeed Insights.

Plan for Image Performance. It is Worth It

Performance is not always the first thing designers and developers consider when designing a website. But performance has a huge impact on eCommerce sales, conversion rates, and SEO. That’s why setting aside budget and time to solve image performance issues yields substantial benefits.

The most compelling reason to work on image performance is the upside from sales or website conversions. Google estimates that the average website on mobile takes around 9 seconds to load. However, 75% of users will consider abandoning a site that takes over 5 seconds to load.

Companies like Amazon and Walmart have closely scrutinized the relationship between load times and sales conversion rates. For Amazon, they estimate that for every 100 milliseconds they accelerate their site, it increases revenue by 1%. For them, that means millions of dollars. But even if you are a relatively small company, performance boosts sales and pays for the time you put into it.

Images are a big reason why websites load slowly. The average website payload is 2MB in 2021, and 50% of that is images. Frequently, images are larger than they need to be and can be optimized for size with no impact on quality…if you do it right.

However, image optimization can be challenging. Knowing the requesting device screen dimensions, pixel density, ability to handle next-gen image formats becomes very complicated. That is where ImageEngine comes in. It simplifies and offloads all the complexity to an expert image optimization solution.

Performance Drives Google SEO Rankings

Even before users come to your site, performance has a critical impact. You may have heard of Google’s latest Page Experience update to their search engine ranking algorithm. It integrates a new set of performance metrics called Core Web Vitals. These metrics are:

Cumulative Layout Shift (CLS): Measures the layout shift that occurs any time a visible element changes its position from one rendered frame to the next.

LCP is an image-centric performance metric. The more optimized your images are (particularly your hero images at the top of a page), the faster your LCP will be.

Why do Core Web Vitals matter? Isn’t SEO ranking all about content relevance, backlinks, and domain authority? Yes, but now performance matters more than it did a year ago. In a market where websites are constantly jockeying to match their competition’s pages (for content relevance, keywords, and other SEO issues), performance is making a difference in keyword search engine rankings.

ImageEngine customers that have optimized their images have improved their Core Web Vitals and PageSpeed Insights scores and seen search ranking improve dramatically. Frequently this means moving onto the first search results page, or even the #1 or #2 spot.

Avoid Code Bloat and Exponential Image Variants from Responsive Images

When they hear “image optimization,” many web designers think of the practice of generating multiple image sizes, multiple file formats (JPEG, PNG, WebP, AVIF), and massive amounts of code using tags to select appropriate variants. While this approach works, it leaves much to be desired and often yields a sub-standard optimization and a maintenance headache.

That is where the automatic settings of an image CDN like ImageEngine solve yet another problem. ImageEngine detects mobile devices and their image-related parameters, optimizes images for these parameters, and then delivers images through its global CDN. In most cases, the automatic mode of ImageEngine will provide optimization up to 80% on most images, with no perceptible impact on quality.

Combine an Image CDN with your JavaScript Front-End Framework

If you are already using a headless CMS or eCommerce platform, then how can you integrate image optimization into your front-end system?

There are a number of options for integrating ImageEngine. From the headless CMS side, the only thing required is to store high-quality, large images in your CMS. Don’t worry about their size or format in the CMS. ImageEngine will pull the images and perform optimization immediately and tailor them specifically for any requesting device.

Next, you will need to sign up for a free trial from ImageEngine. In the example below, we will address how to configure for Contentful, a popular headless CMS. To set up an ImageEngine account that pulls images from Contentful, all you need to do is to create a user account and set images.ctfassets.net as your image origin. “images.ctfassets.net” is where all images are served from when using Contentful.

At the end of the signup process, you will receive a Delivery Address. You will need to copy this and insert it after installing the ImageEngine component.

For your front end, ImageEngine offers components for many popular JavaScript frameworks.

React: Overview; NPM Package ; Documentation
Angular: Overview; NPM Package ; Documentation
Vue: Overview; NPM Package ; Documentation

For the following example, we will use Contentful CMS with React framework. A full example and explanation can be seen here. Another example can be found here.

Install React NPM Package

First, install the ImageEngine NPM package

npm i @imageengine/react

Integrate ImageEngine Into Your App

We will only be working in “App.js”. Make sure to delete all the code from it.

Import ImageEngine Components

In the “App.js” file, import the necessary components from the ImageEngine NPM package like so:

import { ImageEngineProvider, Image } from "@imageengine/react"

Add the “ImageEngineProvider” component inside your app’s main div. This allows all child components to access images from ImageEngine.

Insert Delivery Address Into ImageEngine Provider

When you sign up for an ImageEngine account, you receive a Delivery Address. You can find it in your ImageEngine dashboard after logging into your account. This Delivery Address is how the component will point to ImageEngine and start optimizing and delivering images. Make sure the origin related to your delivery address is images.ctfassets.net. This is where all the images from Contentful can be reached.

In the ImageEngineProvider, modify and insert your own “deliveryAddress,” replacing “blazing-fast-pics.cdn.imgeng.in” shown below.

 return (   <ImageEngineProvider      deliveryAddress="https://blazing-fast-pics.cdn.imgeng.in"      stripFromSrc="https://images.ctfassets.net">      <Image src={page.logo.url} className="App-logo" alt="logo"></Image>      </ImageEngineProvider>

Insert “Image” Component

Lastly, add an “Image” component inside the “ImageEngineProvider” providing the image source.

The image source may be local to your app or fetched from Contentful using the GraphQL API. The following example renders an image from Contentful.

Completed App.js example

Your final App.js should look like this:

import { ImageEngineProvider, Image } from "@imageengine/react" function App() { return ( <ImageEngineProvider deliveryAddress="https://blazing-fast-pics.cdn.imgeng.in" stripFromSrc="https://images.ctfassets.net"> <Image src={page.logo.url} className="App-logo" alt="logo"></Image> </ImageEngineProvider> ) } export default App;

Note that the example is also using the stripFromSrc property. This will replace any occurrences of https://images.ctfassets.net in the image source url that the Contentful API returns, with the deliveryAddress which is already mapped to the Contentful origin in the ImageEngine control panel.

Automatic Image Optimization By Default

For most images, the automatic mode of ImageEngine will deliver perfectly optimized images. For example, in many cases, this will be a resized image WebP that can be up to 80% lighter payload. You can inspect the final image and see the Delivery Address, the new image format (e.g. WebP), and the ImageEngine CDN server.

Device Intelligence in Action

In auto-mode, the most notable optimizations applied to an image are format conversion, change in pixel size, and compression rate. ImageEngine in auto-mode will make sure that your customers get the highest quality image with the lowest possible byte size.

Format Conversion

Thanks to ImageEngine’s built-in device detection, the most efficient format for a given image is automatically chosen. The input needed to make this decision comes from ImageEngine’s device-aware servers and an advanced ruleset. For example, ImageEngine can accurately identify devices and browsers that support the WebP format. This means ImageEngine can confidently convert from JPEG to WebP, deliver huge savings in terms of byte size, and dramatically improve the web browsing experience.

Resizing

On the web today, where the majority of traffic comes from mobile devices, one size is not enough to offer a great user experience. Again, the built-in device detection knows the size of the screen – both in pixels and millimeters – and is able to resize the image to perfectly fit the viewport. This is further enhanced by ImageEngine’s support for Client Hints. It can also handle high-resolution displays, like Retina, out of the box and will scale the image at the actual pixel size needed to produce high-quality images.

Using Directives

If you want more granular control over how the image is presented, you may use ImageEngine’s directives. Use the “directives” prop to do so without having to modify the source image.

<Image src="/images/pic_2.jpg" directives={{ outputFormat : 'webp', rotate: 45, inline: true }}/>

Conclusion

After implementation, you will have 30-days of ImageEngine and on-boarding support so you can be sure that you are seeing the improvements you need from an image CDN like ImageEngine. You can even schedule a call with our Customer Success team to help you get set up with ImageEngine today!

[– This is a sponsored post on behalf of ImageEngine –]

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The post Improve Performance by Combining Headless CMS with an Image CDN first appeared on Webdesigner Depot.

Source de l’article sur Webdesignerdepot

28 septembre 2021/par Service comm.

iPaaS for Mobile Developers

Actualités, Méthodes et organisation des process IT

Thinking of building the next big mobile application? The time to market of a mobile application is critical in the current fast-paced industry. Deciding if it’s an Android or an iOS application is just one part of the problem. Most of today’s applications need a backend system to carry out their operations. Features like remote data storage/syncing, authentication, and user communication require a set of backend services to be available.

So, how can we develop these backend systems for mobile applications? There are two main patterns for doing this. The first is to do direct integration.

Source de l’article sur DZONE

26 septembre 2021/par Service comm.

The Pros and Cons of Tailwind CSS

Actualités, Actualités

As a utility-first CSS framework, Tailwind has rapidly become popular among developers. With its fast styling process and the freedom it offers when designing a website, it’s really no wonder why.

But how can you make sure this is the right CSS framework for your upcoming development projects? In this blog post, you’ll learn what Tailwind is, and how it differs from other frameworks like Bootstrap, or Foundation.

In addition, we will highlight the main advantages and disadvantages of the framework. By the end, you will be able to make an honest and objective assessment as to whether Tailwind is the right framework for you. So without further ado, let us dive deeper into it.

What is Tailwind CSS?

First released in May 2019, Tailwind CSS is a front-end CSS framework. It is currently at version 2.2. Since its release, Tailwind has created quite a following. More than 260k developers have used it to enhance their design systems.

Stats like these make Tailwind one of the most popular CSS frameworks on the market, and all in less than two years. There are many reasons for this. Primarily, because its features make it the ideal choice for a wide variety of projects. Tellingly, most developers prefer it to create React projects.

The main difference between Tailwind and its competitors is that it gives developers complete control over the styling of a web application. So, is it the right CSS framework for you? To answer this question, let us take a look at Tailwind’s advantages and disadvantages.

Tailwind CSS: Pros and Cons

Tailwind CSS: Advantages

1. Control Over Styling

Tailwind is a unique CSS framework when it comes to styling web applications, meaning that Tailwind does not have a default theme that you have to use like other CSS frameworks.

For example, you can give each project a different look even if you use the same elements (color palette, size, etc.). Therefore, it’s one of the few CSS frameworks that is not opinionated on how you should style your project.

2. Faster CSS Styling Process

There is no faster framework than Tailwind when it comes to styling HTML. As a result, you can easily create good-looking layouts by styling elements directly. This is possible because Tailwind offers thousands of built-in classes that do not require you to create designs from scratch.

Therefore, you do not have to write CSS rules yourself. These CSS classes are the main reason why building and styling with Tailwind is so fast.

3. Responsiveness and Security

With Tailwind’s pre-built classes, you can design the layout directly in an HTML file. This makes it a very responsive, mobile-friendly CSS framework. Apart from that, Tailwind has proven to be a stable framework since its initial release.

The framework was developed by top-notch engineers, which is why bugs and breaks are rare.

4. Additional Features

Tailwind CSS works in the front end of a website. For this reason, it is reasonable for developers to demand ultimate responsiveness. Well, Tailwind provides the ability to create responsive themes for your web applications and remove all unused CSS classes. With PurgeCSS, Tailwind helps you keep your final CSS as small as possible.

Tailwind CSS: Disadvantages

1. Styling and HTML are Mixed

Because you do not have to write CSS rules yourself, Tailwind works differently than most CSS frameworks. While this is great for those unfamiliar with CSS, it also means that Tailwind mixes style rules in with your HTML files.

This goes against the principle of the “separation of concerns.” Many developers prefer to separate page structure and style, claiming that classes make the Tailwind markup process verbose.

2. It Takes Time to Learn

Because of the built-in classes, Tailwind CSS is quite learning-intensive. Even for experienced developers, it can be a challenge to learn how to use and fully utilize the pre-built classes. But, of course, as with any other development task, practice makes perfect.

However, if you are confident and quick when it comes to writing CSS classes, Tailwind may not be the best choice for you. Even if that’s true, Tailwind generally makes CSS styling faster in the long run.

3. Lack of Important Components

Unlike Bulma and Bootstrap, Tailwind does not have many significant styling components. Unfortunately, this means you have to manually add features like headers, buttons, and navigation bars for web apps.

This is not a significant drawback, as experienced developers can implement these features quickly. However, you will need to spend some time doing so.

4. Documentation

Although Tailwind CSS has made great strides when it comes to adding guides and video tutorials, it still lags behind competitors like Bootstrap. Of course, you can always contact the developers if you have a problem.

However, keep in mind that this may take some time. For this reason, you may need to customize the framework to your needs manually.

Is Tailwind Worth Trying?

In a few words, working with Tailwind is quite different from other CSS frameworks. We have identified its main advantages and disadvantages. Based on these features, we can easily say that Tailwind is:

An excellent solution for developers familiar with CSS who want to speed up the creation and design process in the long run.
Not such a good idea if you are not familiar with CSS or do not want to spend time learning a new CSS framework.

It becomes clear that it all depends on your personal needs and preferences. However, if saving time on CSS styling is a priority for you, you should definitely give Tailwind a try.

Regardless of whether you choose to use Tailwind or not, it’s evident that many developers use it for good reasons. Since it offers a faster styling process and is a responsive and stable framework, it’s here to stay.

Tailwind can help you save time and change the way you design websites, and so taking the time to test it out is worthwhile.

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Source de l’article sur Webdesignerdepot

24 septembre 2021/par Service comm.

7 Tips for Transforming CX with Live Chat

Actualités, Actualités

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.

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22 septembre 2021/par Service comm.

How to Use Quizzes More Effectively in Interactive Content

Actualités, Actualités

Content is the king of the digital world. This is an undisputed fact among marketers and business owners alike.

However, not all content is created equal. Interactive content is a more immersive form of marketing specifically intended for the digital age. Great for companies that need to develop deeper relationships with their audience.

There are various kinds of interactive content for brands to explore these days. For example, you can create a poll where your customers vote for certain answers to questions. In addition, some companies hire developers to build immersive gaming experiences with prizes and rewards.

Even standard content like blogs and articles can become more interactive with things like animations, buttons, and elements that ask visitors to do something.

One of the most valuable forms of interactive content is the quiz. So, how can companies use quizzes to engage their audience effectively? Let’s find out…

The Benefits of Quizzes in Interactive Content

According to studies, 93% of marketers believe interactive content is extremely effective for educating and entertaining customers. Interactive content is meaningful because it’s engaging, and many marketers state that creating engaging content is one of their toughest challenges.

In an environment where the average attention span is constantly dwindling, interactive content reduces the risk that your customer will end up being distracted by something else before they have a chance to convert on your website.

Quizzes are an excellent form of interactive content, but many marketers don’t take full advantage of them yet. Quizzes, like some other forms of interactive content, can come in different styles. For example, you could have a personality quiz that tells your customer what kind of vegetable they would be. That might sound odd, but it helps to give your customer a sense of belonging, gives them a feeling of being understood, and offers entertainment.

Some quizzes can answer questions for your customer.

For instance, a quiz on “what to buy your dad for father’s day” is an excellent way to solve a customer’s problem while guiding them towards potential products that you sell.

Z Gallerie, a retail company, launched a quiz called “What is your Z Gallerie Style personality?” The quiz offers a personalized recommendation experience on what to purchase for every current and potential customer.

The personality quiz became a great way of bringing product recommendations to leads without being pushy. Z Gallerie could, therefore, consistently provide a unique experience to each customer based on their results.

So, how do you make a quiz that’s really effective for your content marketing plan?

Step 1: Creating the Quiz

Quizzes are a kind of interactive content that can almost feel like a conversation with a brand. They’re an opportunity for you to show your audience how well you understand them.

According to TryInteract, people take quizzes because they want to know themselves better or want to confirm what they think they already know about themselves. These content solutions solve problems, even if they’re handling a person’s curiosity about what kind of celebrity they’re most like.

Before you start making your quiz, you need to know your goal and what you’re trying to do for your audience. If your goal is to get more people to feel more attuned to your company, you might need to create something that demonstrates how well you know your visitors.

The goal for the company is to demonstrate a deep knowledge of the industry and target market. If the quiz is helpful and informative, it adds to the brand’s credibility and makes it more likely that customers will want to continue purchasing.

Before you build your quiz, ask yourself:

What do you want to get out of your audience taking this quiz? (More conversions, better brand loyalty, improved engagement?)
Why would your audience want to take the quiz? (Is it relevant to their interests, will it give them some vital information?)

Knowing exactly what you and your audience should accomplish with the quiz will give you a good platform to begin building on.

Step 2: Choose the Title and Quiz Type

Titles are important in any content marketing. 80% of readers decide whether to check out an article based on its title. The same process is common for people who want to decide whether they should take a quiz or not.

There are a lot of great ways to pique your visitor’s attention with a quiz title. For instance, you could challenge your audience to prove their knowledge with the word “actually.” For instance, “How much do you actually know about Kale?” That kind of title immediately appeals to the competitive nature of the human being.

Another great example of a challenging title is to tell your audience that they can’t do something. Buzzfeed did that with its millennial quiz. The great thing about this quiz title is that it speaks to the competitive nature of the reader but also gives that reader a chance to show that they belong to a specific community.

Another option could be to ask a question and hope that curiosity will do the rest of the work for you. For instance, “Which celebrity chef are you most like?” The key to success here is understanding your audience and knowing exactly what they most want to know.

Once you’ve figured out the title, choosing the kind of quiz you want to create is the next step. For instance, you can try:

Personality quizzes: People like hearing good things about themselves because of a psychological phenomenon called self-serving bias. A personality quiz that recognizes the features your customers like about themselves will make them feel happier and more connected to your brand.
The knowledge test: Commonly found on social media, these quizzes challenge a person’s knowledge on a specific subject. The benefit here is that your audience can learn something and share their knowledge with their friends for social points. This quiz from Unicef is an excellent example of the “knowledge” style quiz.

Step 3: Crafting Quiz Questions

Once you have a good idea of the kind of quiz you want to create and the title you’re going to put alongside it, you’ll need to begin bringing your interactive content to life. That means designing the right questions.

Writing questions for a quiz is just like creating any excellent content. First, you need to keep your target audience in mind. Next, think about the kind of personality you’re trying to appeal to. Breathing some life into your quiz by injecting your unique sense of personality into it will be an excellent way to strengthen your bond with your customers.

Other tips for making the most of your quiz questions include:

Use visuals in your questions: Having text-only questions is fine in some cases, but it’s worth looking into images too. Using pictures helps to keep things relevant and interesting and makes your quiz feel a lot more immersive.
Don’t make questions too long: In-depth and complicated questions will only scare your audience away. Remember that they’re looking for something fun and lighthearted to do. This means that your questions should be as short as possible.
Make it interesting: Don’t just ask basic questions like “what’s your favorite color” try to go beyond what your customers usually see on quizzes and make it relevant to the quiz topic. Again, this is your chance to show your audience how much you know.

Step 4: Creating Results That People Want to Share

If you want to design a quiz that really blows your audience away, then the results are one of the most important things to focus on. The results you offer your customers dictate whether they enjoy your quiz so much that they want to share it with other people. Creating share-worthy results is how you boost your chances of finding new customers and even going viral.

So, how do you design results that people want to share? Start by helping your customers to feel positive about themselves. The results should make them feel like a better person or confirm the good things they already believe about themselves. Research tells us that positive emotions are more likely to promote sharing.

For instance, this quiz from the PBS company makes people feel good by demonstrating that they know their books. This confirms a customer’s idea that they are well-read.

Using share-worthy images is another way to improve your chances of designing results that people want to share. You’ll need to use interesting pictures here that speak to your audience. Bright and entertaining pictures will make results more eye-catching on a social media feed.

Don’t forget to include a call-to-action on your results page too. It’s always helpful to give your audience a nudge in the direction you want them to move in. Providing a call-to-action that asks your customers to share their results increases your chances of positive sharing behavior.

Step 5: Know How to Distribute Your Quiz

Once you’ve put all of the essential components of your quiz together, the next step is ensuring you can distribute that quiz and share it with as many people as possible. For instance, you can promote your quiz on social media to reach more possible customers. Twitter and Facebook are always great places to get started but don’t be afraid to experiment elsewhere.

Sharing snippets of the quiz experience in an Instagram Story could be a great way to generate engagement or posting a picture on your Instagram feed.

When promoting your interactive content on social media, use an attractive image to highlight the experience and ensure you make that captivating headline stand out. Share both the caption and image with a shortened link to measure results. Shorter links are more likely to attract audience attention and encourage sharing later. If your links are too long, they can end up looking spammy or unprofessional. That’s not the image you want to build with your quiz content.

If you need an extra boost for your quiz, promoting through Facebook advertising could be the ideal solution. Paid ads are a great way to get extra attention, but you need to choose your target audience carefully. Select your audience according to demographics, behaviors, connections, and locations.

Remember that Facebook gives you plenty of opportunities to track down the kind of customers you want to speak to. Creating a custom audience could be a handy step too. This is always useful if you have a lot of information from an email list or a collection of contacts you’ve generated over time.

Step 6: Following Up on Your Quiz

Once you’ve successfully attracted people to your quiz experience, the next step is to follow up on the leads you’ve hopefully collected. When designing a quiz, it’s always a good idea to ask your customer for their email addresses before you give their results. This ensures that you can collect plenty of leads in the long term for nurturing purposes.

Marketing company, The Foundation, designed a quiz that asked customers whether they had an entrepreneurial mindset. The quiz was based on an existing eBook offered by the company. The quiz, combined with a Facebook ad campaign, helped the business collect new leads to advertise their ebook. The Foundation managed to reduce its cost per lead from $6 to $3.80 using this method.

When following up on your quiz experience, make sure that you get the tone right. The first thing you need to do is thank your audience for taking the quiz in the first place. After someone opts in and offers their email address, send a quick email that shares their results and says “thanks.”

After a couple of days, you can follow up on your thank you email by asking your audience to retake the quiz or take a new one. Encourage these repeat customers to share their testimonials and gradually introduce more interesting content you have that’s connected to your quiz. For instance, if you create a quiz to determine whether someone has an entrepreneurial mind, you could advertise articles that cover similar topics.

Finally, after regular engagement from your audience, you can begin to implement strategies that might convince your audience to purchase your products. This could mean showing off your entrepreneurial eBook, asking someone to sign up for a webinar, or something else entirely.

Don’t forget to track the performance of every quiz too. Examining metrics like click-through rates for your quiz advertisements and conversion rates will help you see which quizzes generate the most attention and action from your intended audience.

Time to Add Quizzes to Your Interactive Content Strategy?

A content marketing strategy is one of the best ways to engage with your audience and strengthen your position in any industry. The right content demonstrates your knowledge, develops trust, and helps you to attract new customers. With interactive content, you can take the relationship you build with your audience to the next level. It’s your chance to engage with your customers and create an emotional relationship.

Quizzes are one of the most effective forms of interactive content, and they’re also one of the easiest to implement into your existing strategy. It doesn’t take a lot of time or money to create a good quiz, and you can usually find tools online to help you with things like structure and formatting. You could even hire a professional to design a quiz for you.

Once you’ve got the kind of quiz that’s really going to interest your target audience, the next step is distributing it in a way that generates as much attention as possible. Remember, you can advertise on social media and various other channels. However, it’s also helpful to pay attention to your options for helping do your promotion for you. For example, many customers will be more than happy to share quiz results that confirm the identity they’re trying to build online.

Featured image via Unsplash.

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16 septembre 2021/par Service comm.

No-Code vs. Low-Code, Turing Completeness, and Conway’s Law

Actualités, Méthodes et organisation des process IT

No-Code

No-code facilitates the reuse of predefined components, typically using a drag and drop interface or a web form. Such platforms always include things like identity and access management, and most importantly don’t require any code to stitch components together, therefore reducing the need for engineers to spend time architecting databases, APIs, or internal workflows. They are always related to one particular task and audience, like web development, spreadsheets, analytics, market automation, etc. Airtable, Zapier, Webflow, Retool, Waylay Digital Twin solution, and similar apps can be found in this category.

Low-Code

On the other hand, low-code has a different set of goals and user personas in mind. The major misconception about low-code is that the “low” in low-code means that a person with hardly any knowledge of coding is the user of such a platform.

Source de l’article sur DZONE

14 septembre 2021/par Service comm.

8 Freelance Project Management Apps for 2021+

Actualités, Actualités

In my experience, the biggest challenge that freelancers face — more than winning clients or setting prices — is project management; take on too much work, and you’ll start missing deadlines, take on too little, and you’ll start missing your rent.

Some people are naturally organized; they rock up at their desk at 08:59, fully confident in what they will spend the next 8–12 hours working on. Let’s be kind and say that I am not one of them, and leave it at that. The only way I have managed to survive the industry is by self-consciously micro-managing my schedule on a daily basis.

When I worked in an agency, I knew what I would be working on days in advance. Now, I know 90% of what I’ll be working on, weeks in advance.

That level of organization requires very, very, very careful planning. I hold team meetings at the end of the day, yes, “team” meetings of one person. To do that I use a number of tools that suit me.

How to Choose a Project Management App

The most important aspect of any project is the end. That’s when the client will assess your work, and that’s when you get paid. So when you choose a project management solution, make sure it gives you a clear path to the project conclusion.

I know one freelancer who sets himself a hard stop at 7 pm every day. At 7 pm, he downs tools switches off, and walks away. I once heard him end a client call at 7 pm because he’d reached his cut-off point. It made me wince — I would have stayed on until the call concluded — but it hasn’t affected his business.

I know another successful freelancer who works on a budget. When she has earned the money she needs for that day, she stops. She bills by the hour to make this work, so when she sits down in the morning, she knows exactly what time she’ll finish.

Personally, I prefer a task-based approach. I know what I have to get done; if I can get ahead, then great, but my main focus is ensuring I don’t fall behind. I believe that if you hit your deadlines, everything else will take care of itself. Admittedly, there have been a few late-nights (and all-nights) over the years, but thankfully they’re less common these days.

No one style of project management suits everyone. And it doesn’t matter what approach you take, provided you take an approach.

8 Best Project Management Apps for Freelancers

As a freelancer, the most important thing characteristic you can have is reliability. Cultivate a reputation for delivering on your promises, and you’ll become invaluable to your clients. The best project management app is the one that helps you keep your promises.

There are some excellent tools on the market that facilitate project management, but most are aimed at SMEs, or project managers running a team of freelancers.

The tools here are listed from least, to most useful for the average freelancer. I’ve avoided too many time-tracking apps because I find these tend to encourage billing by the hour, which is potentially damaging to your business long term. If you do need pure time-tracking, check out Harvest. I’ve also avoided solutions that are too large-scale to benefit freelancers. If you’re looking for a project management tool for teams, then Basecamp, Jira, Project.co, and Redbooth are all worth considering.

Sadly none of these apps are perfect, and there’s a good chance you’ll need to use two or three to manage your projects.

8. Todoist

Todoist is hands down the best to-do app on the market. The downside is that its feature set is minimal.

Todoist really excels at lists. You can break down tasks into sub-tasks, and sub-sub-tasks. The downside is there’s no real scheduling or comparison of multiple projects in a single view.

The mobile apps are great, and Todoist recently introduced boards, a form of kanban board that gives you a good overview of everything. If it introduces a gantt chart, I can see myself relying on it more.

Todoist has a free forever plan that is fine for most freelancers, and the paid plans start at just $3 per month.

7. Bonsai

Bonsai is an excellent service for freelancers that grew from a simple invoicing app to include proposals, contracts, time-tracking, and more.

I used Bonsai for invoicing for a couple of years, and it does everything it claims to do. However, there are a couple of significant areas where it falls down. Firstly, its invoicing is super-aggressive and cannot be customized — make sure you’re on friendly terms with any client you send a Bonsai invoice to. Secondly, while it does a good job of tracking what you have done, it doesn’t help you plan what needs to be done beyond a formal proposal.

If you’re running a few simple projects, then it’s possible Bonsai is right for you. Pricing starts at $19 per month.

6. Monday

Monday is one of the biggest players in the project management market. It offers a dizzying array of options, and if this list were aimed at project management for agencies, Monday would be further along our countdown. Monday may suit freelancers, particularly those who have migrated from agency work, but for most, it’s more than we need.

There is a free-forever plan that covers almost everything you could want. However, if you need to view your projects as a gantt chart — and I strongly suggest you do — then you’ll need to update to the standard plan, which starts at $8 per user per month, with a minimum of three seats, meaning at least $24 per month when billed annually.

5. AND.CO

AND.CO stands out as a slick, easy-to-use option for managing a freelance business. Like Bonsai, it allows you to manage proposals, invoicing, time-tracking, expenses, and more.

AND.CO also has extremely well-liked customer support. An underestimated consideration when you don’t have your own accounts team to resolve problems.

As with other solutions of this type, the task-management is lacking. It does include a simple to-do list, but in my opinion, it’s not sufficient, and you’ll need to supplement it with something that supports gantt charts.

There’s a free forever plan, but it’s barely more than a free trial. Pricing for full-featured access starts at $18 per month when billed annually.

4. ClickUp

ClickUp is a SaaS that aims to replace just about everything else you could need. Unlike some options on this list, it includes a CRM, which is a bonus because there’s nothing worse than relying on the search function in your email to track down someone’s contact details.

ClickUp also offers a genuinely free-forever account with enough features to make it usable. If you choose to upgrade to a paid plan, it’s just $5 per user per month, which is excellent value.

If anything, there’s just too much in here. If you’re someone who considers themselves a power-user who enjoys digging into every nuance of a UI, then ClickUp could be for you. But, if, like me, you favor a simple tool that does what it’s told and gets out of the way, then there are better options.

3. Asana

Asana is probably the best-known project management tool on the market. It offers a tremendous number of options and is flexible enough for any style of project management.

There’s a free forever plan that is ideal for getting started and offers you most — you may be sensing a theme here — of the features you’ll need. But Asana’s best feature is its excellent timeline implementation of the gantt chart, for which you’ll need to upgrade to a premium plan costing $10.99 per user per month, with a minimum number of 2 seats that translates to a rather expensive $21.98 per month.

2. Trello

Trello is famous for its kanban boards, and many people prefer them to gantt charts, which has helped the app grow rapidly in the last few years.

If you’re prepared to pay $10 per user per month, Trello actually offers gantt charts as well, in the form of its timeline feature.

Trello is mainly designed for teams, not freelancers. However, if you do have the budget for a premium plan, Trello gives you an enviable ability to switch project management styles on a whim.

1. Toggl

Toggl is perhaps the perfect balance of time-tracking and gantt chart that is ideal for freelance projects.

As with most tools, Toggl is designed for teams, with billing starting at $8 per user per month. However, it offers a solo plan, designed for freelancers, that is free forever.

The main thing you miss out on with Toggl’s Solo plan is team timelines, which you won’t need unless you’re outsourcing work. One other obvious omission is unlimited planning boards, which you may find yourself paying for sooner or later.

But for a mixture of simplicity and powerful features available for $0, Toggl is hard to beat.

Featured image via Pexels

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13 septembre 2021/par Service comm.

10 Robust Enterprise-Grade ELT Tools To Collect Loads of Data

Actualités, Méthodes et organisation des process IT

Enterprises in 2021 deal with a massive amount of data on a regular basis. The Global Data Fabric market analysis says, « businesses that use insights from data extraction will earn $1.8 Trillion by the end of 2021 ». With such great amounts of data, it is becoming increasingly hard to maintain and categorize the collected data. Moreover, manually processing the data only became more time-consuming and monotonous. With rapid technological advancements, companies are finding ways to find even the slightest advantages to be the best in the market. Hence, adopting the right ELT tools/platform can greatly contribute to enterprise productivity. ELT tools can collect data, segregate the data based on common characteristics and provide clear-cut insights about the collected data.

Below is a list of the 10 enterprise-grade ELT tools that I rate above 4 (out of 5). These can provide great advantages to enterprises that adopt them.

Source de l’article sur DZONE

9 septembre 2021/par Service comm.