Design how to engage

This component determines the required design factors to engage with customers. This example is for the design element and contact element in the user journey, focusing on:

a reactive C2C Click to chat, or click to call. button
engagement window
overall content strategy

Reactive C2C button

This button has the following main elements:

button copy
button design
button placement

Engagement window

This window has the following elements:

close
minimize
font size
sound
email

Content strategy and system messages

Agent name, can be determined by program preference, for example:
- for the sales program, there can be rotating generic agent names, agent name or alias after the initial engagement
- for the care program, the agent name can start with the brand name, and then display the actual name after the agent assignment
Auto opener (first line in conversation): first we need to know the agent name and what to ask the customer. This can be generic, or page specific:
- Reactive chats perform best with an open-ended question, such as "Hi, what can I help you with today?"
- Proactive chats perform best with a closed-ended question, such as: "Hi, can I help you?" or with more detail: "I see you're looking at the iPhone. What questions may I answer for you?"

Personalization of the customer experience
- button copies, which include images, iconography, verbiage, color schemes, and animations
- window design, which includes avatars, logos, location, shape, and any details included in the header
Targeted offers, which include content and often images, selling a product, or alerting the customer to an important message. These offers can be displayed to customers via a rich-media link and an option to chat. Within the chat window, customers can engage with the widget and be directed to another page or feature.

How status messages are displayed during the chat session

There are several key messages that are displayed to the customer and the agent during the engagement. In the following screen capture:

The Message column displays what the customer or agent sees, whether it is configurable, and whether it is included in the transcript.
The Proposed column displays the proposed text, which may be configurable.

Business-rule builder

In this example, suppose that the business rule uses multiple design elements, such as a reactive C2C button, an engagement window, and has overall content strategy.

The updated business-rule builder is: