⚠ Support will be limited on 23th and 24th September 2021 due to our annual seminar.
Thanks for your understanding.


Learn more

Increase the number of contacts


Objective_turnover_ON.png


iAdvize is now in production on your website, congratulations! You have already chatted with your first visitors and have started to analyze your performance. 

But now you may like to be in contact with more online shoppers? Or you might feel like you are missing some opportunities? Or maybe your objectives have changed... Don't worry! You are at the right place to adapt your strategy and initiate conversations with a maximum of visitors on your website. 

You have two possibilities to generate more contacts:

  • Open your strategy: this would mean targeting a larger number of visitors. Then you would display chat invitations more quickly to more visitors.

  • Seize missed opportunities: display the solution more often by connecting for longer periods of time or deploying an asynchronous channel (when agents are unavailable). It can also be a matter of improving your productivity as an agent.  

Here are some concrete actions you can implement:

Engage more visitors

   • Display invitations more quickly
   • Engage more accurately 
   • Extend the targeting strategy to non-targeted areas on your website
   • Target visitors browsing on their mobile devices
   • Adjust the limits and points allocated for the scoring strategy*


# Recover missed opportunities

   • ibbü
   • Display the solution more often
   • Display invitations when agents are not available


Measure the effectiveness of your strategy

Engage more visitors

Display invitations more quickly 

To reduce the time lapse between the moment when the page loads and when the visitor can see the solution, you need to go to Engagement > Targeting > Website:

  1. Find the targeting rules with the best response rates in Report > Contacts - Activity > filter by targeting rule. You can sort rules according to their response rate in ascending or descending order.

  2. Edit the targeting rule you wish to modify by clicking on the pencil icon on the right. 

  3. Change the title* of the rule to replace the time indicated by some other time you would like to configure.

  4. Reduce the time lapse before triggering your targeting rule. To define trigger times, you can analyze the average time spent on the pages of your website (with Google Analytics for example) .

  5. Save.


*title: the title of your targeting rule needs to be as accurate as possible and needs to correspond to the rule's criteria. It will help you better find your way around your targeting rules in the Engagement section and better understand the performance indicators in the Report section

We strongly recommend you to stick to the following nomenclature:  

Title = Targeted perimeter - Engagement method (BFL, CBX, INV, BFX) - Trigger time - User's navigation device

1st example: Homepage - BFL - 15s - Mobile
2nd example: Weakness - Abandonment in the funnel - INV - 0s - Desktop/Tablet

Note: if your website is responsive, targeting rules are split for visitors browsing on a mobile device or on a computer / tablet. The display area is smaller on mobile, therefore, buttons have a different design. Moreover, in the Reporting section, it will also help you separate your statistics by device type when you filter indicators by targeting rules. 


Engage more accurately 


Integrate chat boxes (pro active messages) only with perimeters targeted with floating buttons.

In Engagement > Targeting > Website:

  1. Find the perimeters for which there is only one targeting rule which displays a floating button. Ideally, 2 rules must be coupled in order to see a floating button appear first, and then later, if a visitor is still on the same webpage, to see a chat box appear. This way, these two targeting rules are identical except for their trigger times (longer for the chat box rule) and engagement method

  2. By clicking on the two square icons on the right, you duplicate the rules previously found and display a floating button (BFL).

  3. Change the title of the new rule: replace BFL by CBX.

  4. Change the rule's trigger time in order for it to be superior to the trigger time displaying the floating button. For example, if a BFL rule is triggered after 15 seconds of browsing, the CBX rule can be triggered after 1 minute of browsing. To define trigger times, you can use analyze the average time spent on the webpages of your website (with Google Analytics for example). 

  5. Change the action to be performed by choosing "Send a message".

  6. Personalize the message displayed on the chat box.

  7. Save.

  8. Associate the rule to a routing group. An orange dot will be displayed if the rule is not associated to a routing group.


IMPORTANT:
 You can only display a chat box (or invitation) once per visitor session (30 minutes). Thus, visitors won't be able to see chat boxes (or invitations) associated to later rules.

Finally, since the size of the display area is smaller on mobile devices, it is not recommended to create rules displaying a chat box or invitation for visitors browsing using their mobile devices. 



 

Extend your targeting strategy to non-targeted perimeters 


i.e. Display a floating button after 15 seconds of browsing on the "Contact" page.

In Engagement > Targeting > WebsiteCreate new targeting rules on perimeters where iAdvize is not displayed yet. You can use the name of existing targeting rules to find areas already targeted on your website.

  • To create your targeting rule, you can, for example, use the values you have defined for the "page_type" variable in the custom data tag. If need be, to access these values, you can use the idzCustomData command line in the Google Chrome console. Once you have found the value you were looking for, you can paste it on the correct criterion it is associated with when editing a targeting rule.

  • Otherwise, you can use the "URL of the current page displayed - URL" criteria and paste the URL piece of the page you want to target.

  • According to the traffic on your website, it may be appropriate for you to use a targeting rule displaying a floating button after 10 seconds all over your website. The volume of contacts generated will be fully compatible with the number of agents available.


Target visitors browsing on their mobile devices


To do so, you can have a look at our detailed expert advice on how to target mobile visitors.

For example, to deploy a mobile strategy that will be identical to the one you've created on desktop, you need to go to Engagement > Targeting > Website:

  1. Duplicate the rules which display a floating button (BFL) on desktop by clicking on the two squares on the right. You can filter these rules by typing and selecting "Display a button" in the search bar in the upper right hand corner. 

  2. Edit the new rule you have duplicated by clicking on the pencil icon on the right.

  3. Change the title of the new rule: replace Desktop by Mobile.

  4. Change the "Device type" criterion to select "Is exactly - Mobile".

  5. Change the button that will be displayed to select the button for mobile devices.

  6. Save.

  7. Distribute the rule to agents. An orange dot will be displayed if the rule is not assigned to a routing group.
Or else, according to your website traffic, you can always use a targeting rule which displays a floating button after 10 seconds for visitors on mobile devices for the whole website. The volume of contacts generated will be perfectly compatible with the number of agents available. 



 
IMPORTANT: Since the size of the display area is smaller on mobile devices, it is not recommended to create rules displaying a chat box or an invitation to visitors browsing on their mobile devices. 
 

 

Adjusts the limits and points associated with a scoring strategy*

*scoring: a strategy based on visitor behavior. Unlike for static strategies for which iAdvize is always present on the web pages previously defined. The choice of one or the other method will vary according to the number of visitors going on your website, the structure of your website, your objectives, the number of agents available, etc. The scoring system is a better fit for complex websites with high traffic. 

  • Adjust the limits you have set if some criteria are too segmented. Go to Engagement > Targeting > Website:

    1. Edit the targeting rule by clicking on the pencil icon on the right. 

    2. Reduce the criterion threshold. i.e the "Minimum basket order" criterion could go from 50 to €30. 

    3. Change the title of the rule by replacing "€50" by "€30".

    4. Save.

  • Increase the points granted to detect more visitors which have a potential for your business. Go to Engagement > Targeting > Website:

    1. Edit the targeting rule by clicking on the pencil icon on the right.  

    2. Increase the scenario score. i.e. "Research - +10pts" in the checkout funnel by going from 10 points to 15 points. 

    3. Change the title of the rule. Replace "+10pts" by "+15pts".

    4. Save

Capture missed opportunities

ibbü

ibbü is a community of certified independent experts who advise your website visitors in real-time in their free time. 

Their expertise and authenticity fosters an enhanced visitor experience. Available 24/7, they allow you to capture a maximum of opportunities you would usually miss in the evening or at weekends. The motivation and professionalism of these independent experts is ensured as they get paid according to their activity on the ibbü platform.

Feel free to contact your Account Manager if you're interested in using this service. 

Find out more information on the IBBÜ website!


Display the solution more often

  • Adjust the maximum number of simultaneous conversations your agents can have. It is recommended to set up 3 to 4 simultaneous conversations for agents who are accustomed to using the discussion panel. For more novice agents, you can choose to set up from 1 to 2 simultaneous conversations.


  • Make yourself more available as an agent. Know how and when to end a conversation. On the discussion panel and during a conversation with a visitor: 

    1. Rekindle the conversation after 1 minute without any answer from the visitor you are chatting with.

    2. End the conversation after 2mins to 2min30s and no sign of the visitor.

    3. You are now available to have a new conversation: the solution is displayed to your website visitors.

    4. If you feel comfortable using the discussion panel, you can also increase the number of conversations you can simultaneously handle (1 to 2 for novice agents, 3 to 4 for more experienced agents). Contact your manager if you need any help.


  • Try to have constant connexion durations and availabilities on the discussion panel. For example, you can be connected to the discussion panel for a longer period of time and more regularly throughout the day. Or, you can ask one agent to be connected to the platform in the morning, another one connected in the afternoon. This way, you won't have 2 agents available in the morning and none in the afternoon. Make sure that when you are on the discussion panel you are available to chat: the button of the channel you are using must be green (a red button indicating that you are not available). 


Display invitations when agents are not available


With iAdvize, you can display a floating button when no agents are connected to chat via Messenger or text messages. This means you can deploy an asynchronous channel. You can already check if the option is activated for your account. Social channels (Messenger, text messages, etc.) will be displayed in the list accessible via Engagement > Settings > Drop-down menu.

IMPORTANT: If you don't have access to the Messenger and text messages channels, feel free to contact your Account Manager to ask for it and get more information about the different services available on the iAdvize platform. 


For Messenger, if the option is activated for your account:

  1. Connect your Facebook page with iAdvize. Be careful! You need to do that from Engagement > Settings > "Messenger" and not on "Facebook".

  2. Assign the "Social channel" skill to agents you want to see chat on this channel.

  3. Create the "Get it all" targeting rule. In Engagement > Targeting > Messenger:
    1. Rename the rule "Get it all" 
    2. Create the condition: "The message - contains - *"

  4. Distribute the rule to agents. Be careful! This rule must be distributed to a routing group without escalation and containing all the people using the social channel.  

  5. Then, contact us and start getting accustomed to the social section of the discussion panel.


For text messages, if the option is activated for your account: 

  1. In Engagement > Settings > SMS, add a phone number by clicking on the "+" icon.

  2. Assign the "Social channel" skill to agents you want to see chat on this channel.

  3. Create the "Get it all" targeting rule. In Engagement > Targeting > Messenger:
    1. Rename the rule "Get it all" 
    2. Create the condition: "The message - contains - *"

  4. Distribute the rule to agents. Be careful! This rule must be distributed to a routing group without escalation and containing all the people using the social channel.  

  5. Then, contact us and start getting accustomed to the social section of the discussion panel.

 


Measure the effectiveness of your strategy


To evaluate the efficiency of such a strategy, you need to monitor several different indicators in Reports > Contacts - Activity.

 

  1. The number of contacts handled. 

  2. The coverage rate. This rate is not natively available in the solution, therefore, you need to do a small calculation! 

    Coverage rate = number of times rules have been triggered / (divided by) number of page views.

    The number of times rules have been triggered is displayed in Reports > Contacts - Activity > sorted by targeting rules. For your part, you can measure the number of page views, with Google Analytics, for example. 
    The higher the coverage rate is, the more visitors the strategy targets on your website. 

  3. The exploitation rate. This rate is not natively available in the solution, therefore, you need to do a small calculation! 

    Exploitation rate = number of displays / (divided by) number of times rules have been triggered.

    The displays and triggers are displayed in Reports > Contacts - Activity > sorted by targeting rules.
    The higher the exploitation rate is, the more visitors the strategy targets and thus, the more visitors see the solution be displayed.

The order of magnitude of such indicators depends, of course, on your industry, number of visitors, the availability of your agents, the strategy you have put into place, etc. 

 


Reminder:

  • The triggering of a rule happens when a visitor meets the conditions of a targeting rule.  
  • display occurs when a targeting rule has been triggered and the visitor has seen a button / chat box / invitation on the website.
  • contact happens when a visitor initiates a chat conversation, Call or a conversation on any other asynchronous channel (when agents are unavailable or absent).