Articles

Adobe Has Acquired You

,

There were mixed reactions on Thursday morning when Adobe announced it had acquired Figma.

Excited press releases extolling the benefits of the “collaboration” followed the news. Dylan Field, founder and CEO of Figma, said: “There is a huge opportunity for us to accelerate the growth and innovation of the Figma platform with access to Adobe’s technology…”

The reaction from the design community has been a little less enthusiastic.

The problem for the design industry is that we’ve been here before. The acquisition of Macromedia followed a period in which Adobe tried to compete, failed to update its legacy code, lost the battle, and purchased the victor. You only need to look at the number of former Macromedia products in Adobe’s stable (zero) to see where Figma’s heading.

Figma has grown faster than any of its rivals in the last eight years. It is, of course, easier to grow when you start at zero. But there’s no denying Figma is a well-managed business and probably a good investment — if not worth the $20bn that Adobe reportedly paid.

Figma’s technology will give Adobe a leg-up in the collaborative design stakes, where it is clearly lacking. And Adobe’s resources will iron out some of the kinks in Figma, especially around typography, which is, if we’re honest, a bit hacky in places.

Adobe will provide a good home (we hope) for the Figma team, who will have the opportunity for career advancement in a much wider pool of development teams.

And, of course, Figma’s annual revenue will begin to trickle into Adobe’s vault — although it may be some time before it makes a dent in that $20bn hole.

But Adobe didn’t buy Figma for its business model, collaborative technology, team, or revenue stream. Adobe bought Figma’s users, all four million of them.

Adobe‘s approach to design software is upselling. It lures you in with free apps, and when you’re engaged, it integrates them with other parts of its ecosystem until suddenly, without meaning to, you’ve agreed to a Creative Cloud subscription.

Adobe was losing customers to a competitor. And more importantly, due to Figma’s free-use approach for individuals, it was losing young customers to a competitor. If it hadn’t bought Figma, Adobe would have needed to invest heavily in its own products while providing them to freelancers for free; that isn’t viable for a company with as many commitments as Adobe.

Yes, it is entirely accurate to say that competition drives innovation, and with fewer competing apps, there is less need for companies like Adobe to build high-quality, reliable products. However, it is also true to say that a lack of competition creates opportunities for new apps.

Somewhere out there, in a dorm room, or a basement, or on a kitchen table, someone is working on Adobe’s next big acquisition. It’s probably an AR design app; we need a few more of those.

For Figma, the next 12 months will be bright as Adobe works to retain the customers it’s bought. Within five years, you’ll probably need an Adobe Fonts subscription and a Photoshop plugin to use Figma. In ten years, it will be stored in a code archive next to Freehand.

Some designers will turn to Sketch; others will turn to Affinity; some will shrug and keep using Figma; others will shrug and keep using XD.

If an app is intrinsic to your design work, it’s probably time to switch apps. Your skills are transferable. I’ve switched apps many times; some I loved, some I just needed. I’ve never encountered an app that improved my work, although plenty have improved my mood while working.

Figma took a great approach and will continue to be great until it isn’t. Tools come and go, Adobe’s acquisitions team, it appears, is eternal.

 

 

Featured image uses photos by Afrika ufundi, Andrea Piacquadio, Andrea Piacquadio, Anna Tarazevich, cottonbro, fauxels, Ketut Subiyanto, Mikhail Nilov, Moose Photos, Pavel Danilyuk, Pavel Danilyuk, Polina Tankilevitch, Tima Miroshnichenko.

Source

The post Adobe Has Acquired You first appeared on Webdesigner Depot.

Source de l’article sur Webdesignerdepot

/par

SAP accompagne Grands Moulins de Paris pour accélérer la transformation de son CRM

, ,

Dans un marché de la distribution en pleine transformation, le leader mondial des logiciels d’entreprises va ainsi permettre à l’acteur incontournable de la meunerie en France et à l’International de faire évoluer ses outils, pour répondre aux nouvelles évolutions commerciales.

Paris, le 15 septembre 2022 – SAP a été choisi pour participer à la transformation des outils CRM de Grands Moulins de Paris (groupe VIVESCIA). Initiée en novembre 2020, cette collaboration trouve son origine dans la nécessité pour Grands Moulins de Paris de simplifier et faciliter le pilotage de l’activité commerciale des équipes.

Créée en 1919, cette entreprise de meunerie a depuis toujours su se développer et innover pour satisfaire au mieux ses clients, s’ancrant également dans une démarche pour une alimentation responsable. Aujourd’hui, avec un marché de la boulangerie artisanale très concurrencé, Grands Moulins de Paris avait besoin de disposer d’une base de données centralisée en un seul et même outil, permettant d’avoir une meilleure connaissance à la fois de ses clients et prospects.

Depuis avril 2021, Grands Moulins de Paris bénéficie d’une plateforme SAP Sales Cloud qui met l’accent sur les services suivants :

  • un meilleur suivi de l’activité commerciale et de la flotte des commerciaux itinérants
  • une automatisation des processus de suivi client
  • une gestion facilitée et intelligente des données

Depuis la mise en place de ces outils intuitifs, le nombre de tickets informatiques a drastiquement réduit, et les retours des équipes utilisatrices au sein de Grands Moulins de Paris sont très positifs quant à la facilitation des tâches business.

Damien Loiseau, Directeur de Développement des Ventes chez Grands Moulins de Paris, déclare : « Nous comptons aujourd’hui 250 utilisateurs du nouveau CRM. En quelques clics, ils peuvent retrouver toutes les informations pour préparer une visite prospect ou accompagner leurs clients. Les fiches sont enrichies automatiquement d’informations légales et juridiques comme le nom du gérant, la solvabilité de l’entreprise, mais aussi des bons de livraison, commandes, factures, plan de livraison, etc. Nous disposons également de reportings clairs qui permettent désormais à chaque manager de suivre l’activité de son équipe en temps réel. L’outil facilite la recherche d’informations spécifiques au terrain, et toutes les activités nationales sont pilotées par des KPI. Ce nouveau CRM, c’est un gain de temps indéniable pour tous ! »

Samuel Gaudard, Account Executive Customer Expérience chez SAP, indique : « Nous sommes très heureux de la collaboration avec Grands Moulins de Paris. Ensemble, nous avons pu mettre en place les solutions les plus adaptées pour répondre rapidement et efficacement aux besoins uniques de leurs activités. »

Suite à un appel d’offre, SAP a su convaincre par la qualité de son service, son approche des coûts adaptée à la demande du client et la transparence des équipes en charge du projet. « Il nous fallait un outil fiable et simple à intégrer à notre SI existant », confirme Damien Loiseau.

Cet enjeu de CRM constitue la première étape d’un plan d’accompagnement complet entre SAP et Grands Moulins de Paris, qui se poursuivra avec l’intégration de la brique Service Client, puis de l’ensemble Marketing. Ainsi, à horizon 2023, l’expérience de Grands Moulins de Paris powered by SAP saura se montrer complète et cohérente pour aider à l’amélioration en temps réel de l’ensemble de ses services.

Visitez le SAP News Center. Suivez SAP sur Twitter @SAPNews.

 

The post SAP accompagne Grands Moulins de Paris pour accélérer la transformation de son CRM appeared first on SAP France News.

Source de l’article sur sap.com

/par

Exciting New Features in Safari 16

,

Apple has released an OS update. Packaged in with it is the latest version of Safari, 16.

Expected to be released ahead of next month’s macOS 13, Safari 16 is packed with updates, making it one of the most capable browsers available.

For web designers, the significance is the forward momentum in web technologies that enable freer design work and fewer hacks to achieve complex layouts. Little by little, CSS recommendations are being implemented to the point that using JavaScript for layout is rapidly becoming as unnecessary as it is disliked.

Some of this was announced in June in the Safari 16 beta. But a lot has been added in the last couple of months. So here’s what’s new in Safari 16 today.

CSS Container Queries

The most exciting addition to Safari 16 is CSS Container Queries.

It is hard to understate how in-demand this feature has been; if you imagine an edit button on Twitter that gifted you crypto every time you corrected a typo, you’d be getting close to how popular this feature is.

Until now, media queries have detected the whole viewport. And so, if you have an element like a card, for example, that needs to change at smaller viewports, you need to calculate the available space and adapt the element’s design accordingly. Unfortunately, this frequently gets out of sync with edge cases causing more than a few headaches for front-end developers.

Media queries are severely restrictive to modern layout methods like Grid that wrap elements automatically because there is no way to detect how the elements are laid out.

Container Queries solve this by allowing you to define styles based on the size of the actual containing element; if a div is 300px wide, the contents can have one design, and if it’s 400px wide, they can have a different design—all without caring what size the whole viewport is.

This is dangerously close to OOP (Object Orientated Programming) principles and almost elevates CSS to an actual programming language. (All we need is conditional logic, and we’re there.)

The latest versions of Chrome, Edge, and now Safari (including mobile) support CSS Grid. Even discounting the rapid decline of Twitter, this is way more exciting than any edit button.

CSS Subgrid

Speaking of Grid, if you’ve built a site with it (and if you haven’t, where have you been?), you’ll know that matching elements in complex HTML structures often results in nesting grids. Matching those grids requires careful management, CSS variables, or both. With CSS Subgrid, grids can inherit grid definitions from a grid defined higher up the hierarchy.

CSS Subgrid has been supported by Firefox for a while but is not yet part of Chrome or Edge. Until there’s wider support, it’s not a practical solution, and using a fallback negates any benefit of using Subgrid. However, its introduction in Safari will surely herald rapid adoption by Google and Microsoft and moves the web forward considerably.

CSS Subgrid is likely to be a practical solution within 18 months.

AVIF Support

AVIF is an exceptionally compact image format that beats even WebP in many instances. It even allows for sequences, creating what is essentially an animated GIF but smaller, and for bitmaps.

AVIF is already supported by Chrome, with partial support in Firefox. Safari now joins them.

AVIF support is one of the more valuable additions to Safari 16 because you’re probably already serving different images inside a picture element. If so, your Safari 16 users will begin receiving a smaller payload automatically, speeding up your site and boosting UX and SEO.

Enhanced Animation

Safari 16 introduces some significant improvements in animation, but the one that catches the eye is that you can now animate CSS Grid.

Yes, let that sink in. Combine Container Queries and animation. The possibilities for hover states on elements are tantalizing.

Safari 16 also supports CSS Offset Path — known initially as CSS Motion Path — which allows you to animate elements along any defined path. This enables the kind of animated effect that previously needed JavaScript (or Flash!) to accomplish.

Chrome, Edge, and Firefox all support CSS Offset Path; the addition of Safari means it’s now a practical solution that can be deployed in the wild.

Web Inspector Extensions

Announced as part of the beta release, Web Inspector Extensions allow web developers to create extensions for Safari, just as they would for Chrome.

Web Inspector Extensions — or Safari Extensions as they’re destined to be known — can be built in HTML, CSS, and JS, so the learning curve is shallow. It’s a good route into app development for web designers.

Because the underlying technology is the same as other browser extensions, anyone who has made a Chrome, Edge, or Firefox extension will be able to port it to Safari 16+ relatively easily. As a result, there should be a rapid expansion of the available extensions.

Improved Accessibility

Accessibility is key to an effective and inclusive web. Be like Bosch: everybody counts, or nobody counts.

When testing a design for accessibility, emulators don’t cut it. In my experience, Safari has some of the most reliable accessibility settings, especially when it comes to Media Queries like prefers-reduced-movement.

Further gains in this field mean that Safari continues to be an essential tool for QA tests.

Reduced Resets

Finally, I want to throw up my hands to celebrate the reduced number of non-standard CSS appearance settings.

For years we’ve been prefacing our style sheets with elaborate resets like Normalize, designed to undo all the assumptions browser developers make about design and the UI preferences of their engineers.

Safari 16 has reportedly “Removed most non-standard CSS appearance values.” How effective this is and how much we can rely on it given the other browsers on the market remains to be seen. However, like many of Safari 16’s changes, it’s a step towards a browser that’s on the developers’ side instead of an obstacle to overcome.

Source

The post Exciting New Features in Safari 16 first appeared on Webdesigner Depot.

Source de l’article sur Webdesignerdepot

/par

Are Modals In Web Design A UX Disaster?

,

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

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

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

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

What Do Modals Do?

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

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

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

Cons Of Modals In UX

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

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

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

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

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

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

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

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

Can Modals Be Useful in UX?

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

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

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

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

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

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

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

How To Use Modals the Right Way

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

1. Display Warnings

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

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

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

2. Input or Collect Information

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

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

3. Simplify Navigation

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

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

Conclusion: Are Modals a Disaster in UX?

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

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

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

 

Featured image by Freepik.

Source

The post Are Modals In Web Design A UX Disaster? first appeared on Webdesigner Depot.

Source de l’article sur Webdesignerdepot

/par

SAP annonce la nomination de Dominik Asam comme nouveau Directeur Financier

, ,

WALLDORF, Allemagne – 31 août 2022 – SAP SE (NYSE : SAP) annonce ce jour que le Conseil de Surveillance de SAP a nommé Dominik Asam au poste de Directeur Financier et membre du Comité Exécutif de SAP SE. Dominik Asam prendra ses fonctions le 7 mars 2023 et quittera le poste de Directeur Financier et membre du Comité Exécutif d’Airbus qu’il occupe actuellement, pour rejoindre SAP.

“Dominik Asam est un leader expérimenté et chevronné dans le monde de la finance et de la technologie. C’est donc la meilleure personne pour poursuivre la réussite de la stratégie de transformation Cloud de SAP “, a déclaré Hasso Plattner, Président du Conseil de Surveillance de SAP SE, en soulignant l’expérience d’Asam dans des postes similaires chez Goldman Sachs, Siemens et Infineon, ainsi que chez Airbus. “Je profite de l’occasion pour remercier une fois de plus Luka Mucic pour ses 26 années de dévouement et de service à SAP, pour avoir posé les bases solides sur lesquelles Dominik pourra s’appuyer, et pour son leadership qui a permis d’assurer une transition en douceur.”

Comme annoncé précédemment, Luka Mucic restera membre du Conseil Exécutif de SAP SE jusqu’au 31 mars 2023.

Dominik Asam a rejoint Airbus en avril 2019 après avoir été depuis 2011 le Directeur Financier de la société munichoise Infineon Technologies AG. Chez Airbus, Asam a contribué à guider l’entreprise à travers la pandémie du COVID-19 tout en pilotant la transformation de l’entreprise et l’innovation.

Dominik Asam siège également au Conseil de Surveillance de Bertelsmann.

Il est titulaire d’un Master en Administration des Affaires de l’INSEAD et est diplômé en Génie Mécanique de l’Université technique de Munich et de l’École Centrale Paris.

“Au nom de l’ensemble du Groupe et du Conseil d’Administration, j’accueille très chaleureusement Dominik Asam dans l’équipe“, a déclaré Christian Klein, PDG de SAP SE. “L’étendue et la profondeur de son expertise en matière de finance globale et de technologie s’alignent parfaitement sur la stratégie et le portefeuille de SAP, alors que nous continuons à innover dans le Cloud pour placer le développement durable au centre des activités, rendre les chaînes d’approvisionnement plus résilientes et préparer l’avenir de nos clients dans le monde entier.”

“Je suis ravi de rejoindre SAP, le leader mondial des solutions Cloud d’entreprise“, a déclaré Dominik Asam. “Je suis depuis longtemps un client de SAP et je connais en premier lieu la valeur unique de la technologie apportée par l’entreprise pour alimenter l’innovation, la transformation et la réussite des clients. J’ai hâte de travailler avec mes nouveaux collègues du Conseil d’Administration et de l’ensemble de l’entreprise pour continuer à favoriser le succès de SAP. ”

 

The post SAP annonce la nomination de Dominik Asam comme nouveau Directeur Financier appeared first on SAP France News.

Source de l’article sur sap.com

/par

How to Measure Live Chat Performance

,

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

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

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

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

The Most Important Metrics to Measure for Live Chat

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

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

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

1. First Response Time

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

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

To improve your FRT statistics, make sure you:

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

2. Average Resolution Time

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

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

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

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

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

3. Chat to Conversion Rate 

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

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

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

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

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

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

4. Customer Satisfaction Score

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

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

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

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

5. Missed Opportunities

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

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

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

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

6. Total Number of Chats and Tickets

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

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

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

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

Improving Live Chat CX for Your Business

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

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

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

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

Measuring and Improving Live Chat

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

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

Source

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

Source de l’article sur Webdesignerdepot

/par

Nomination d’Olivier Nollent au poste de Managing Director de SAP France

, ,

Levallois-Perret, le 21 juillet 2022. SAP annonce la nomination d’Olivier Nollent au poste de Managing Director de SAP France. Olivier Nollent reporte à Rohit Nagarajan, Président EMEA North de SAP.

Olivier Nollent dirigera l’activité de l’une des plus importantes filiales commerciales de SAP, leader mondial des logiciels d’entreprise. Il aura pour mission :

  • de renforcer les synergies avec les clients, ainsi qu’avec l’écosystème de partenaires, dans leurs grands enjeux de transformation numérique (gestion de l’expérience, gestion intelligente des dépenses, réduction de l’empreinte sur l’environnement…), et d’innovation (intelligence artificielle, big data, blockchain…) grâce à ses technologies avancées et ses centres de R&D (SAP Labs) et avec son accélérateur de startups SAP.iO basé en France.
  • de poursuivre la croissance de SAP en France via le développement de ses activités Cloud auprès des grands comptes et des PME. Il s’appuiera à cet effet sur l’expertise du Groupe dans les domaines des logiciels ERP, Analytics, Supply Chain Management, RH et de gestion de l’expérience client, ainsi que sur le plus large portefeuille de solutions modulaires disponibles sur site, Cloud ou hybrides.

Olivier est diplômé de l’INSEEC et a débuté sa carrière chez HP, puis a passé 13 années chez Microsoft où il a occupé avec succès plusieurs rôles de direction commerciale, jouant un rôle clé dans la transition de l’entreprise vers le Cloud.

En avril dernier, après 5 années chez Salesforce, il rejoint SAP en tant que Senior Vice President Industries.

Son expérience des grands acteurs du secteur, sa solide expertise dans le développement des business de la Tech et son leadership éprouvé auprès de grandes organisations commerciales sont autant d’atouts pour accompagner la dynamique de croissance de SAP France.

Gérald Karsenti reste Président du Conseil d’Administration, assurant la direction générale de l’entreprise. Il accompagnera également Olivier Nollent dans sa transition vers son nouveau poste, en consolidant la notoriété de SAP sur le marché et en cultivant les relations avec ses clients et son écosystème.

The post Nomination d’Olivier Nollent au poste de Managing Director de SAP France appeared first on SAP France News.

Source de l’article sur sap.com

/par

Popular Design News of the Week: June 27, 2022 – July 3, 2022

,

Every day design fans submit incredible industry stories to our sister-site, Webdesigner News. Our colleagues sift through it, selecting the very best stories from the design, UX, tech, and development worlds and posting them live on the site.

The best way to keep up with the most important stories for web professionals is to subscribe to Webdesigner News or check out the site regularly. However, in case you missed a day this week, here’s a handy compilation of the top curated stories from the last seven days. Enjoy!

Advanced CSS Tricks that You Have to Know

Nnneon – SVG Generator for Futuristic-looking Glowing Shapes

The Best New CSS Features for 2022

Avatarg – Generate Beautiful Types of Avatar in One Click

I Just Spent $35,000 on a Domain. Here is Why!

10 Useful CSS Layout Generators (Grid & Flexbox)

Fffuel – A Mighty Collection of SVG Generators

Raindrop.io — All in One Bookmark Manager

My Wonderful HTML Email Workflow

3 Essential Design Trends, July 2022

My Dumbest CSS Mistakes

Source

The post Popular Design News of the Week: June 27, 2022 – July 3, 2022 first appeared on Webdesigner Depot.

Source de l’article sur Webdesignerdepot

/par

How to Get GDPR and Customer Communications Right

,

The General Data Protection Regulation (GDPR) was big news for companies when it came into effect in 2018. It aimed to put more controls on how organizations manage the personal data of their EU-based users. Since the law’s enactment in 2018, some US states, such as California and Virginia, followed suit and passed their own data privacy laws for their respective residents. Companies that do business in those regions now have to ensure they comply with these legal requirements.

This post is the third in a series about what developers need to keep in mind when sorting out security and compliance for their application. The first article in this series covered how to build security for user communications, the second was about compliance certifications and regulations for SaaS apps, and this one is all about GDPR and customer communications. GDPR and similar regulations cover all communications from a company to its customers and prospects, including marketing and transactional notifications. If you are considering sending notifications to the users of your SaaS application, whether via email, push, or a Slack bot, you need to keep GDPR in mind when building your service.

Source de l’article sur DZONE

/par