«Callibri» is a call tracking system that makes website owner’s’ life much easier. It helps to track calls from the website, questions in the chat, callback orders, and to integrate with analytical systems.
One of Callibri’s features is a consultant widget, kind of a lead interceptor not to miss anything or anybody. It helps users communicate with an operator, make calls (directly from the browser) and leave their requests.
We embarked on an interesting mission of engineering and designing a consultant widget so that it could be used on all websites using Callibri service. It was also meant to make people communicating with it happy.
As always, we started work from looking around. There is a gazillion of call tracking services and online consultants. We studied them, analyzed their imperfections and invented some improvements.
At first we were thinking of creating characters, but then decided not to do it. Any website visitor can become a widget user, so we thought it was not a good idea to narrow the audience down to classical “typical representatives”. So we just thought through all widget-interworking scenarios.
The competitors’ online consultants all have different degrees of pushiness. Overly quiet ones let ready up clients slip, and super nagging ones annoy potential customers and decrease the visitors’ loyalty to the site. We managed to find the happy medium!
We started with colorful cheery solutions, but ended up with a universal and neutral monochromatic design.
After all coordination and approvals the widget began to look like this.
Together with the client we came up with and realized several features for the widget:
A website user can call the operator pushing a button and talk to them in a browser using in-built loudspeaker and microphone.
For example, if it is currently impossible to call the consultant because they are busy, the option will be inactive.
We promise users that they will reach the operator within 30 seconds. It is very important for the website visitors, because we guarantee communication with a real person and want to avoid the negative experience of endless wait for a reply.
In case it was impossible to reach the operator the widget won’t let the client go until it provides as much help to the visitor as possible.
Different appearance for different websites. We made several variations and illustrated them with different examples.
The work result exceeded the client’s expectations and made us happy. Just look at those figures!
Whatever people may say, it’s objective numbers that are the only genuine compliment for the designers!
Just a few words!