Targeted messages
livechat.com
2020/2021
UX/Interaction design
livechat.com
2020/2021
UX/Interaction design
livechat.com
2020/2021
UX/Interaction design
livechat.com
2020/2021
UX/Interaction design
Introduction
For a long time, LiveChat has been offering its customers the feature for sending automatic text messages called Greetings. Additionally, the company offered another feature called Eye-catcher which was basically a graphic floating above the main chat button. We decided that we need to take the best things from those two features and create something entirely new.
Introduction
For a long time, LiveChat has been offering its customers the feature for sending automatic text messages called Greetings. Additionally, the company offered another feature called Eye-catcher which was basically a graphic floating above the main chat button. We decided that we need to take the best things from those two features and create something entirely new.
Introduction
For a long time, LiveChat has been offering its customers the feature for sending automatic text messages called Greetings. Additionally, the company offered another feature called Eye-catcher which was basically a graphic floating above the main chat button. We decided that we need to take the best things from those two features and create something entirely new.
Introduction
For a long time, LiveChat has been offering its customers the feature for sending automatic text messages called Greetings. Additionally, the company offered another feature called Eye-catcher which was basically a graphic floating above the main chat button. We decided that we need to take the best things from those two features and create something entirely new.
Who are the users?
In general, there are two types of LiveChat users: the ones who use the app for customer support and those that use it for sales. In this project, we wanted to develop a feature handy for both groups.
User's problems
Eye-catchers are just images, and customers couldn't easily edit the texts on them
Greeting as a plain text was not engaging enough for the end-users
Both greetings and Eye-catchers weren't easy to personalize
End-users visiting the website could receive only one Greeting per session
First Iteration
We assumed that personalized and well-tailored Greetings could bring more chats and lead to more sales. That's why we wanted to give our users a simple tool to edit their Greetings, not only with plain text, but also with images and buttons. We've started by adding two new Greetings types called Quick Replies and Cards. We also implemented a simple visual configurator inside the Greetings.
First Iteration
We assumed that personalized and well-tailored Greetings could bring more chats and lead to more sales. That's why we wanted to give our users a simple tool to edit their Greetings, not only with plain text, but also with images and buttons. We've started by adding two new Greetings types called Quick Replies and Cards. We also implemented a simple visual configurator inside the Greetings.
First Iteration
We assumed that personalized and well-tailored Greetings could bring more chats and lead to more sales. That's why we wanted to give our users a simple tool to edit their Greetings, not only with plain text, but also with images and buttons. We've started by adding two new Greetings types called Quick Replies and Cards. We also implemented a simple visual configurator inside the Greetings.
First Iteration
We assumed that personalized and well-tailored Greetings could bring more chats and lead to more sales. That's why we wanted to give our users a simple tool to edit their Greetings, not only with plain text, but also with images and buttons. We've started by adding two new Greetings types called Quick Replies and Cards. We also implemented a simple visual configurator inside the Greetings.
Rise of Targeted Messages
We wanted to test another hypothesis that the greeting creation process will be easier if we divide it into two steps. Our other assumption was that providing ready-to-use templates will increase feature adoption among our customers. We already knew that our customers are using Greetings also for introducing new features, surveying, etc. Hence, we changed the feature's name to Targeted Messages and added a proper form for making that type of message called Announcement.
Rise of Targeted Messages
We wanted to test another hypothesis that the greeting creation process will be easier if we divide it into two steps. Our other assumption was that providing ready-to-use templates will increase feature adoption among our customers. We already knew that our customers are using Greetings also for introducing new features, surveying, etc. Hence, we changed the feature's name to Targeted Messages and added a proper form for making that type of message called Announcement.
Rise of Targeted Messages
We wanted to test another hypothesis that the greeting creation process will be easier if we divide it into two steps. Our other assumption was that providing ready-to-use templates will increase feature adoption among our customers. We already knew that our customers are using Greetings also for introducing new features, surveying, etc. Hence, we changed the feature's name to Targeted Messages and added a proper form for making that type of message called Announcement.
Rise of Targeted Messages
We wanted to test another hypothesis that the greeting creation process will be easier if we divide it into two steps. Our other assumption was that providing ready-to-use templates will increase feature adoption among our customers. We already knew that our customers are using Greetings also for introducing new features, surveying, etc. Hence, we changed the feature's name to Targeted Messages and added a proper form for making that type of message called Announcement.
Onboarding
We have increased the feature adoption by introducing a proper onboarding tour. It appears that 65% of users who finished the onboarding tour created a targeted message afterward. In contrast, in the group which didn't get an onboarding, only 47% of users created one.
Onboarding
We have increased the feature adoption by introducing a proper onboarding tour. It appears that 65% of users who finished the onboarding tour created a targeted message afterward. In contrast, in the group which didn't get an onboarding, only 47% of users created one.
Onboarding
We have increased the feature adoption by introducing a proper onboarding tour. It appears that 65% of users who finished the onboarding tour created a targeted message afterward. In contrast, in the group which didn't get an onboarding, only 47% of users created one.
Onboarding
We have increased the feature adoption by introducing a proper onboarding tour. It appears that 65% of users who finished the onboarding tour created a targeted message afterward. In contrast, in the group which didn't get an onboarding, only 47% of users created one.
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