optimizing user experience

Best Practices for Onsite Engagement: Optimizing the User Experience

88% of people will stop engaging with a website if the content or layout is unattractive.

Don’t underestimate the importance of your website design and remember that your onsite solution is very much part of this experience!

For your onsite solution to perform, you need an intuitive user experience. When your customer abandons your site, that is a key decision point of the user journey.

Here are a few tips on how to optimize your onsite engagement solution’s UX:

Deliver a Native Experience

The best performing onsite engagement solution provides a fully integrated and native interface for personalized messaging.

Cybba’s onsite engagement solution performs better than “pop-ups”, which are often perceived negatively by end users. “Pop-ups” interrupt and negatively impact the quality of the user experience. If customers have a bad experience on your site, 88% of them may not come back.

Trigger On Intent

Configuring your onsite solution to trigger on intent, or upon abandonment, is another factor affecting your user experience.

By engaging customers when they show abandonment intent, you ensure that you are not interrupting their session while they are still browsing the site.

Offer an Assistive Experience

Another important factor for your onsite engagement solution to be successful is to offer an assistive experience. Instead of a standard, generic message, or a pushy email capture when a customer lands on your site, offer an assistive online experience.

The best onsite engagement solution provides helpful and intelligent tools that assists customers to navigate your site and find what they are looking for.

Below are assistive features in Cybba’s onsite engagement solution:

  • Best-Selling Products – Show highly popular products to your abandoning customers to entice them to stay and buy.
  • Browsing History Trace previously browsed products to remind customers what they looked at, and bring them back to complete an online purchase.
  • Cart Display – Show your customers the content of their cart when they abandoned. A reminder of the products in the cart prompts shoppers to complete their purchase and recover lost revenues.
  • Personalization – Promotional messages should be personalized based on your customer’s onsite behavior.

Enable Responsive Design for Mobile

With 45% of ecommerce revenue expected to come from mobile devices by 2020, responsive design for a user-friendly mobile UX is important.

“Pop-up” solutions often appear oversized on mobile devices and are hard to interact with. Make sure your onsite solution is setup to be device agnostic and responsive across devices.

Manage Frequency Capping

Your onsite engagement solution is all about improving the customer experience. Make sure your solution is not “harassing” your customers by firing too aggressively. Instead of firing every time a user tries to leave your site, assist them to navigate to what they are looking for.

Put a cap on the number of times your solution fires per session. You want to keep the customer on your site without giving them a bad experience. Even worse, if they perceive a negative image of your brand, they may not come back.

Thomas Lafarge
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