Testing prototypes is an inherent part of finalizing designs. Nobody wants to wonder why users are not utilizing an app the way it should be utilized or why they can’t seem to complete a purchase on your website. And nobody wants to rework something that’s already been shipped.
3 Ways to Use the New Qualaroo Chat IntegrationsMarch 22, 2013
UPDATE 4-15-13: Qualaroo now integrates with LiveChat too.
UPDATE 3-26-13: Qualaroo now integrates with SnapEngage too.
We’re excited to announce the availability of live chat integrations with Qualaroo. We now make it possible to channel very specific user types into live chat sessions using either Olark or ZopIM.
Here are three ways you can benefit from these chat integrations:
1. Qualify users with questions, then escalate to live chat
Live chat can occasionally get overwhelming, especially when effective sales reps get tied up with prospects that are very unlikely to purchase. Rather than feeling under pressure to chat with an unqualified prospect, this Qualaroo integration allows you to only offer the chat option to people that have identified themselves as likely to purchase.
2. Dig into a survey response where you’d like more context
We are all faced with confusing visitor behavior on our website. Surveys can go a long way to clarify a user’s intentions, but occasionally we need to engage customers directly to understand them. With Qualaroo you can identify a specific user type who is exhibiting a behavior and prompt that user to join you in a quick chat.
3. Provide quick help when answers reveal that someone needs it
Qualaroo is often a great way to identify visitors that are having a particular challenge with your website or product. Rather than wait to follow up with them by email, many will appreciate the opportunity to resolve their issue instantly through live chat.
UX designers are under a lot of pressure to produce designs that add value to users’ lives. But without input from your users, it’s nearly impossible to design an experience that actually helps alleviate their pain points. If you’re pressed for time and/or don’t have the help of a researcher, getting the user input essential to design a great product can certainly be a challenge.
As a UX designer, getting your leadership to support your major projects can be as much about talking the talk as it is about walking the walk. As much value as your work may provide, you also have to know how to sell it in a world of competing priorities and looming deadlines.
Even as UX design and user research are becoming a more prominent focus in today’s leading companies, it can still be tough to get executive leadership onboard with user research-related initiatives. We know the struggle.
This post originally appeared on UsabilityGeek.
This post was written and contributed by Alex Birkett of Hubspot.
Understanding the steps users take as they interact with your brand and how they feel along the way is crucial to managing in today’s digital experience landscape. A customer journey mapping tool gives you the ability to put yourself in a customer’s shoes and see what the end-to-end experience is like. By visually representing this process, you can begin to understand which of your company’s touchpoints bring joy and which cause frustration for the customer.
We all know that user feedback is important, that goes without saying. It should be the primary source of information you look to if you’d like to improve your user’s experience and your product itself.
Sometimes it feels like apps, tools, and services we use are an extension of the work that we do. That’s especially true if you work in UX, product management, or any sort of design. UX tools do a lot of heavy lifting when it comes to user research and design.
This post originally appeared on Design Thinking and was written by Paulina Wójciak and Sarah Cantu.