To have or not to have a chat? That's the question!

[suchona.kani.z]

In the Czech Republic, we most commonly encounter programs like SmartsUpp , which can add a chat window to a website , customize it to your brand, and set up several automatic messages.

On our own website, we have a chat with 3 automatic messages : for users who spend a certain amount of time on the website, for those who have returned after some time, and a message in case the operator is unable to answer.

Example of setting conditions for automatic messages

Automated conversations have reached out to countless users with offers of help. This can be best used to support the brand and the relationship with users.

"Chat windows must be used with caution. During user testing, users job seekers database over 40 were particularly annoyed by the chat window. They are not used to using chats, while the younger generation, raised on social networks, uses them more commonly," explains Michal Vaníček , head of marketing.
It is also an obstacle on sites that sell expensive or complicated services (for example, long-term educational courses abroad). In such cases, users are usually more interested in calling you.

How users contacted us in 2016


How many customers contacted us via chat?
Last year alone, 25% of customers who were interested in our services contacted us via chat. Only a fraction of these were relevant inquiries. However, we offered these 25% an attractive channel to communicate with us in real time . Think of the implementation as an extension of customer care rather than a source of inquiries and profits.

How to use chat
The rule is very simple: behave in a way that makes the customer happy. Writing a few extra lines won't kill anyone, but it builds the brand of a friendly company.

Answer quickly and concisely
Chat is suitable for answering quick questions. On aitom.cz, users most often ask about the scope of services and prices . Such questions cannot always be answered briefly in chat. If the answer requires longer preparation or the answer would be too long, ask the customer for an email and reply by email.

Be online
During testing, we also encountered a project that kept the chat offline almost all the time (we tested during normal working hours).