Global problems of online chat and a new model of user communication
While many people think that online chat rooms work great, we at carrot quest are confident that they will die soon. In the form in which they exist today - definitely.
Companies believe that everything is fine, because users are happy to chat. After all, they can get a quick answer to their question. But there is a problem, right?
But let's understand the main reasons for the death of online chat?
Problem 1. Immediate answers are a cosmic load.
Experience has shown that company operators must respond within 30 seconds. In some industries, even less. There are those who try to respond in the first 10 seconds. If you do not respond quickly, your users will be disappointed. The need for immediate answers is a heavy burden on the operator.
The standard model binds users to sit and wait for an answer, like manna from heaven, constantly being in the online chat . Remember yourself, after a few seconds we are already running to other tabs and safely forget about everything. What happens when users close or minimize chat? In fact, the dialogue automatically ends. Also, the chat will simply close if there is no one to answer.
Often the operator cannot conduct more than 3 conversations at a time. Otherwise, the response time will be long and users will not feel that they communicate with them live.
Even worse, when the visitor is on hold. "We apologize for the expectations, all operators are busy." It looks awful, right?
Problem 2. Chat sessions are relics of old technologies
As soon as the conversation was closed, then it was effective. There is the concept of missed conversations where the operator did not answer quickly enough. As a result, users cannot restore the conversation that they stopped at. If the chat closes, they are forced to start a completely new conversation. "Very nice". A couple of minutes passed, and the operator was already disconnected and the conversation needs to be started anew. He also wanted the client to report all his data, although the question was quite simple. Such methods can only disappoint and frighten customers. Companies constantly use the rule of 3 conversations. The operator can not wait long, because with an open conversation, he will not be able to start a new one. Therefore, after 1-2 minutes, they just close the chat. Some even without warning.
Problem 3. Chat is not integrated into a single system
Live chat is rarely combined with your other channels or information about your user. Customers switch between chat and mail, constantly sacrificing context and conversation history. A chat is useless if it does not know about the user's actions and does not store the history of correspondence.
Even if the operators are available in the chat, there are questions that they cannot answer right away; they need the coordination of colleagues or the clarification of specialists.
Telephone support usually repels this, because customers often need to wait or constantly repeat their questions. Live chat completely copies this model. And customers expect a quick answer to their question. Here is the result:
“Sorry, we need to clarify something with the Director of Logistics. You can close this conversation and send an email to us. ”
This will not lead to anything good, as well as delaying a telephone conversation with a client. Your client at this time thinks: “hell, how long does it take to hang up or not hang up?”
New communication model
Messengers have opened a whole new model of communication between people .
Remember how you last talked, for example, on Facebook, Viber, WhatsApp, Vkontakte, etc.?
- Open a dialogue, send your message,
- It’s possible that you wait a couple of seconds to see the delivery notification,
- Close the phone, put it in your pocket,
- You can completely forget about this dialogue,
- When you see a message notification, you reopen the conversation and reply,
- All actions are almost the same.
We no longer notice, because it has become a habit. The computer communication model is identical to this one. You can answer in 30 seconds or 30 minutes. This is the flexibility and convenience of modern technology, when the conversation stretches to hours and days. The next day, you can easily pick up a conversation from where you left off.
Users adopted the new model without even thinking about it. This habit will send online chats to the past.
Here is our approach to communicating with users:
Solution 1. A single system for all communications
Carrot Quest has combined chat with other channels and can collect all information about users. A visitor from any device is recognized as one person. This allows him to see the entire history of correspondence from both a mobile and a computer. Both from chat and mail. The history of correspondence always remains available to the user. For example, in addition to chat, correspondence is duplicated by mail, from where the client can also respond. Users will not constantly wait for your answers, they will either come back later or see a letter in the mail. For example, they can receive a letter notification on their mobile. This model seems very comfortable.
Solution 2. Live conversations without load
To get rid of the burden of instant replies, you must send the user an automatic message. To say that they will not receive an answer now. Therefore, they can leave mail and continue communication there, or go to the site later and continue. Offer the client different options, he will definitely choose what is convenient for him and will be happy. This can be done with simple trigger messages, Carrot Quest allows you to customize them. Just tell the visitor that he will receive an answer later and that he does not need to sit and wait. Direct statements, without cheating, are truly the most effective.
Solution 3. Flexibility
We believe that, ideally, each conversation should take place in real time. But we do not have such a thing as a missed conversation. This is the flexibility of modern instant messengers, which do not make us sit and wait, as if the response of the operator should decide our entire destiny.
In Carrot Quest, operators can also respond from any channel: chat, mail, mobile application.
In addition to information about user actions (what I read, where I came from, what data I entered, etc.), the service shows the status of the visitor.
Green edges avatar - online user. Yellow - asleep (the site is open, but now not on it). Red is offline.
You can make maximum use of all the user data so that the conversation is successful in real time, namely when the user is again on the site. Any of your operators will be able to easily connect to the conversation.
We believe that the new model allows us to build communication with users at a new level. Why use old models when new ones are already working much more efficiently?
At this Carrot Quest does not stop, we are continually generating new solutions. Join us and be the first to know about them.