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Encouraging visitor to navigate articles while waiting to be served

  • April 13, 2018
  • 2 replies
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Joel11

In the EAP you show the ability to navigate and browse Guide articles while waiting to be served. 

Thinking myself a chat visitor, I would be hesistant to try this out (i.e. to discover this works).

I would assume that if I hit that Chat button, there is a high probability of the chat ending. Perhaps I associate the 'back' button with the back button on my browser that would often 'undo' things. 

I'm not sure what the solution to this would be - but I would like to hear how you think about this one.

      2 replies

      R
      • Ramin12
      • April 17, 2018

      Hey Joel,

      Not specific to the EAP, but you could create a chat trigger based on the queue size to encourage them to go back and read help center articles while an agent get available to take their chat request.

       

      -Ramin

      Daniel100
      • Daniel100
      • November 12, 2018

      Thanks for this feedback Joel. Certainly something to keep in mind as we evolve the design to make a seamless experience between Chat and Help Center in the Web Widget. Our goal would be to make it more obvious to the user that they can still access refer to Help Center articles whilst waiting for an agent to join, or during a chat without losing their queue position or breaking an ongoing live chat. Any ideas from the community are welcome. 

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