Technologies are advancing and communicating with customers is becoming easier than we could have ever imagined. All sorts of new "stuff", like pop-up windows or direct calls from the site are implemented in order to bring income via the site.
Still, it doesn't always happen this way. There are certain technological advances that might stand in your way. That’s why we decided to gather the top killers of your conversion and tell you how they affect the experience of visitors to your site:
# 1 The online chat on the site
It appeared in 2006, becoming the hope of entrepreneurs in the fight against competition. A great idea implemented on thousands of sites, but which soon became useless. The chat crashes, operators respond late.
Do you also think about installing an online chat? Make sure you have a permanent operator online (or even install the software directly on your phone) and that each message is answered immediately.
# 2 Lock windows at the exit
Thousands of sites use it. The lock window appears when you want to leave the site. It usually bears the message "Are you sure you want to leave :( ?". Its purpose is to make you wonder if you hurried to leave the site and make you want to stay there. The main question is: how many people changed their minds and stayed?
# 3 Missed call or busy line
If the company's representatives do not answer the phone for a maximum of 5 beeps, anyone would stop calling. Therefore, if you encourage people to call you, make sure you have someone available at the other end of the line.
# 4 Online call button
In 2009, a new widget designed to solve online chat problems was launched - a call button directly from the website. You will be surprised, but only 4 calls out of 10 reach the other side. Why? Just like we mentioned before, there was no prompt response from the company.
# 5 The IVR system in a call center
This customer scarecrow probably got on your nerves too. "Welcome to Company X, to do this - type 1, to do that - type 2, etc.". Advertising with IVR helps only drive customers away. Messages are too long, there are too many keys - all this could be optimized so as to create less inconvenience to the customer.
# 6 We'll be back with a call in a year
For some time, companies have been offering customers "order a free call". This is a great idea, but let’s be honest - how long does it take to call him back?
# 7 Online forms with 28 fields to fill out
These are practically a weapon of mass destruction. It has managed to drive away even the most loyal customers. When you order a service, you are asked to write your last name, first name, email address, home address and 150 more details.
Companies spend millions to get customers' attention. The effect, however, is not always as expected. Have you ever encountered innovations of this kind that reject instead of attract?
