With the increase in competitiveness, a result of the accessibility that we have to any company on the Internet, certain factors become decisive when the user opts for one company or another. One of them, and the one we’re going to focus on today, is user experience. The key to an experienced user’s satisfaction when we talk about the web environment, it’s the ease of live communication. In this article we tell you through real cases, how the use of web user experience buttons can foster this level of experience satisfaction and present a competitive advantage over others.
What are Fonvirtual User Experience Buttons?
User experience buttons are intended to make communication with the company easier for site visitors. The company will only have to insert a code on the web, which we provide from Fonvirtual, to generate buttons allowing the user to trigger a conversation by instant messaging, audio or even video completely free of charge, whatever either the device used for it, or the place in the world where it is.
And how do company agents respond to these interactions? Very simple, from the device of their choice and via a cloud platform developed by Fonvirtual that unifies all internal and external company communications.
These buttons can also be customized with automations, schedules, distributions by filtering, queues, mailboxes… To make the experience pleasant and adapted to your brand image.
What types of buttons can we find and what are their use cases?
We differentiate web buttons according to the communication channel on which they are based. We can find the following:
Chat button
The chat button makes it possible to trigger conversations by instant messaging between the Internet user and the agent of the company anonymously and free of charge. Users write through the website or app they are visiting, and agents receive it on the virtual switchboard platform. Depending on the usage strategy that the company intends to follow, the user will have more or less direct contact with the agent.
In cases where it is intended to solve certain recurring doubts in which the specialized attention of an agent is not required, chatbots can be provided with detailed answers, available 24/7. On the other hand, we have cases where it is interesting for the user to have quick contact with an agent so that he can advise him in a personalized way. In this option, the chatbot will have a more secondary role, simply filtering .
Let’s put a real use case of using the button discuss for the two chatbot configuration alternatives:
- alternative,questions about the order status. For these questions about the status of the order or service assignment, no human skills are required to provide the information, so with the use of a chatbot that directs the user, for example, to a page to query the status of their order, it will be plus que suffisant. L’entreprise liberera des agents pour traiter des demands plus qualifiées et les utilisateurs auront une expérience beaucoup plus satisfaisante dans les deux cas.
- alternative of,ask for advice on contracting a service. When looking for advice, it is always ideal to have an agent who can help you live, study your needs and offer you the best option for your specific case. Thus, for the experience in this type of consultation to be satisfactory, the ideal is for the chatbot to be as concise as possible and for an agent to be contacted quickly.
Call button
Web call buttons connect by voice and without needing to download anything, the Internet user with the agent of the company. With just one click on the button, the user will be able to talk to the company as if they were calling but completely free of charge and without the need to have a number or call.
Using the call button on your company’s website will provide a satisfying visiting experience for any user, regardless of which part of the world or which device they are accessing, as they will always have the option of contacting the company in a simple and free way.
Depending on the strategy you want to follow on the web, you can include one or more call buttons. We tell you with practical uses:
- A call button. Using the call button, also known as click-to-talk, is the permanent button that accompanies web browsing throughout. In this case, it replaces or supplements the company’s fixed header number and is intended to facilitate contact by calling the customer. You can connect with an agent directly or with a virtual attendant.
- Multiple call buttons.The possibility of inserting several click to speak buttons on the web aims, among other things, to identify the place of origin of the contact. For example, a different call button can be placed on each product and it will thus be possible to identify the one that has aroused the interest of the user in order to be able to respond to it in a specialized way.
Video call button
Compared to other video call options, in which it is usually always the company that generates a link to invite a video conference, in the case of the video of Fonvirtual, it is the user who, simply by clicking on the button present on the web, triggers a video call with the company.
As in the previous cases, you can configure schedules, welcome videos to present the company and even images that will liven up the wait until you connect with an agent.
Some practical cases can be video consultations, live product presentations and even virtual tours of apartments for sale.
User experience buttons will improve the customer’s accessibility to the company in the online environment, which results in a better corporate image and satisfaction with the purchasing process. This is why it is important to evaluate its implementation on the web and the application of any company. Contact Fonvirtual and receive personalized advice to find the best option.
