Use Cases and Examples
While Web Actions can be applied to any number of scenarios, we’ve found that this feature can be most impactful when applied to the following use cases:
Addressing checkout issues
In the instance that a customer is struggling with a checkout flow, brands can leverage Web Actions to quickly engage the customer and proactively address any trouble they are experiencing.
There are numerous ways that brands can identify customers that are struggling to checkout like an unusually large amount of time a customer is spending on a checkout page or even based on a particular action the customer takes.
For example, eCommerce brands can use the Quiq platform to identify shoppers who are struggling to use their promo codes onsite.
With Web Actions, brands can engage those customers and offer immediate assistance.
Helping customers self-serve, faster
For shoppers seeking customer support, their first instinct might be to visit your website’s support page in search of a call center phone number or an email address they can reach out to.
Unfortunately for both your customers and agents, these channels are typically not the most effective way to quickly resolve questions and inquiries. Customers may have to wait days for an email response or wait on hold for 90+ minutes because agents can only handle one call at a time.
With Web Actions, brands reroute customers looking for email or phone support to a self-serve automated assistant.
When a customer clicks the “email us” button, Web Actions can proactively engage the customer and offer support through web chat instead, both of which often offer faster responses and resolution than a customer would receive over email.
Provide pre-purchase assistance
Web Actions are particularly impactful when it comes to increasing conversion rates and guiding website visitors to purchase. Quiq data has shown that visitors who chat with an automated assistant are about 3x more likely to purchase than those who don’t.
For example, when shoppers indicate that they’re struggling to find the right product by lingering on category pages, Web Actions can be triggered to offer support and help them find what they’re looking for.
All data on past customer interactions (like preferred price point) can be used to make highly personalized and contextualized product suggestions.