«Callibri» is a call tracking system, which makes the website owner’s life much easier. It helps to track calls from the website, questions in the chat, callback orders, and to integrate analytical systems.
One of Callibri’s peculiar features is a consultant widget, a sort of a lead interceptor that makes sure no detail is left out and no leads are lost. 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 that could be used on all websites using the Callibri service. It was also meant to bring happiness to people who use it.
As always, we started the work by looking around. There is a gazillion of call tracking services and online consultants out there. We studied them, analyzed their imperfections and invented some improvements.
At first we considered creating characters, but then decided not to. Pretty much any website visitor can become a widget user, so we thought it was not a good idea to narrow the audience down to the classic «typical representatives». So we just detailed all possible widget interaction scenarios.
The competitors’ online consultants all have different degrees of pushiness. Overly quiet ones let ‘hawt’ clients slip, and super nagging ones annoy potential customers and decrease visitor loyalty to the website. We managed to find the golden mean!
We started with colorful cheery options, but ended up going with a universal and neutral monochromatic design.
Upon obtaining all approvals, the widget looked like this.
Together with the client we came up with and implemented several features for the widget:
The website user can call the operator
by clicking a button and talk directly through browser using built-in loudspeakers and a microphone.
For example, if it is currently impossible to call the consultant because it is busy, the option will be inactive.
We promise users that they will reach the operator within 30 seconds. This is very important for website visitors because we guarantee communication with a real person and we want to avoid the negative experience of endless waiting for a reply.
In case it was impossible to reach the operator, the widget won’t let the client go until it has provided maximum assistance.
Different websites need different style.
We made several variations
and illustrated them with different examples.
The results exceeded the client’s expectations and made us happy. Just look at these figures!
Whatever people may say, objective numbers are the only genuine compliment for the designers!
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