Do you know how your visitors truly use your website?
The user experience (UX) is a critical element of a successful website as it aligns the design and marketing goals to allow a visitor to easily find and consume your information (or buy products) without snags along the way.
Think of the best websites and ask yourself how you feel as you’re using their site.
The experience on a website will keep you around for a longer period of time, aid in your buying decision, and detail where to find additional support information for what you seek. A bad experience will leave a rotten taste in your mouth and will most likely result in never returning to the page.
In this article, we’ll explore three tools that will help improve your user experience. Application of these items will dramatically increase user engagement and may very well lead to better conversions!
#1: Sequential Tool Tips
You’re already aware of tool tips on websites – those pop up messages when you take certain actions or when you’re trying to fill out a form. Alternatively, you may notice inline tooltips that help callout important elements of a page to draw additional attention.
Sequential tool tips work like a walkthrough.
Installing a plugin or script that handles sequential tool tips will allow you to create custom events and messages for when an individual lands on a particular page. You can use this walkthrough to explain important elements of the site such as bringing attention to the site’s navigation, where to find support information, how to use your service, or how to complete the sales process.
The sequential tool tip is a great way to educate your visitors about new or complex features which would otherwise cause confusion and may send them packing. Give it a try if you feel you could improve the interaction on your site by guiding visitors through the information overload.
#2: Help Center (FAQ’s and Ticket Support)
Email is a slow method to answer questions from your site visitors and you lose the benefit of publishing your response back to the community (unless you take the time to create an entirely new page specific to the question).
A help center that handles frequently asked questions or as a ticket support system allows you to answer these common questions out in the open so other, new visitors can find your response without having to shoot off an email and wait for your reply.
A help center focused around ticket support is an excellent choice for those selling products and services since it will give the buyer direct connection with support but, more importantly, allow you to see what has a response and which need them (which is great if you get overwhelmed by email easily).
A help center becomes a mini forum in some ways and there are tools that will allow other members of the community to answer questions posed by others (relieving you of more work); consider using one of these types of tools if you find you receive a lot of questions about your site, offers, and information.
#3: Live Chat
Live chat is commonplace on eCommerce and service-based websites because it allows a visitor to pop in and ask the important questions with a real person rather than being forced to dig through dozens (if not hundreds) of pages.
A live chat feature can do wonders for your website since it’s a direct way to connect with your visitors and removes the delay caused by email support. You could effectively implement a live chat feature to aid in your affiliate conversions for whenever individuals have questions about said product/service. Likewise, you could use the live chat feature to create open dialog with your community which will help build your expertise and authority in the industry.
In all, running a live chat service does require additional commitment in availability but it’s a great element to have on your site if you plan to stand out and be supportive for your visitors.
What tools do you use to improve the user experience of your website?