Community Widget | Customer Journey for conversations

The two scenarios for initiating a conversation

Visitors are able to initiate a conversation through the e-commerce website where the Popsell widgets are installed. Two different scenarios exist:

• Direct conversation: the visitor chooses an ambassador and clicks to initiate a conversation with him.

• Conversation through the waiting list: the visitor wants to connect with the first available ambassador, without having to choose. His request is apended in a waiting list, that the ambassadors are able to pick.

A direct conversation is possible everywhere the ambassador’s profile is displayed : on the profile widget, on the publication widget or on the community widget.

Big picture

From the home page, the visitors:

• can be redirected to an external platform (e.g. contact the customer service),

• or enter the waiting list to get in touch with the first available ambassador,

• or initiate a direct conversation with an ambassador of their choice.

Detailed Worflow : via Waiting List

The diagram below describes the journey of the customers through the waiting list.

Once a customer clicks to get a conversation with an ambassador, a waiting page is displayed, and the customer immediately appears in the waiting list of the ambassador App.

On the visitor’s side, the waiting page is modified 20 seconds after the initial click, to give the visitor two options:

• either to wait a little longer

• or to leave a message so that it can be answered later.

The page for entering the message will also ask for the email address, only if it is not known. Indeed it might be known if it is a returning visitor, or if it is a logged-in visitor with an account on the brand's website.

Should the visitor leave a message and an email, it will still be displayed in the waiting list of the ambassador App. An ambassador can then reply to the visitor, who will be notified:

• by an email,

• by a message bubble appearing next to the widget's tab, if he/she is still on-line:

Clicking on the email or the notification will redirect the user to the conversation window.

Detailed workflow : direct conversation via search or profile

The diagram below describes the journey of the customers who contact directly an ambassador.
They may come from different places:

• A publication widget which redirects to a profile page,

• An external publication, a QR code or a link which redirects to a profile page,

• The ambassador slider component on the community widget home page,

• The ambassador search page on the community widget.

In any case, the conversation window is opened immediately, and enables to visitor to chat directly. The customer is always informed of the availability of the ambassador:

• On this conversation window, the status of the ambassador is displayed in the header:
  Online, Last action x minutes ago, Absent ...

• If the ambassador has declared himself absent, his absence message (default or customised) is directly visible in a box above the input field.

If the customer has written at least one message, but got no answer from the ambassador within 60 seconds, an automatic message is displayed, inviting him to contact another ambassador, or to leave his email to get notified when the ambassador replies later on.

Acceptance of the Terms and Conditions of use

Before writing any content (off-line message or chat), the visitor must accept the terms and conditions of use of the service.

A popup reminds visitors of the terms of use, and provides a link to the full document. Visitors have read-only access by default, and cannot write any content until they have validated the terms.
The action of validating the terms is recorded in the Popsell database, and the visitor is asked to do it only once.
The ambassador, for his/her part, is authorised to write content (publications and conversation messages), as he/she has validated his/her own general terms and conditions of use applicable to ambassadors. The visitor will be able to view this content, but he/she will not be able to reply to it until he/she has validated his/her own terms.