Web widget label / text

Answered

7 Comments

  • Daniel Aron

    Thanks for the feedback Jorge. It was a conscious decision to only show the icon on mobile and not the text label string on the Web Widget launcher because of the limited screen size and the potential to obscure other elements of customer websites. I'd like to hear more about your need to retain the text on mobile, and welcome others to weigh in also.

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  • Jorge Lage Saguier

    The need comes from the fact that the icon is not that visible to the user on a mobile device. It is not that clear that they should click the icon for help. This is how it looks:

     

     

    We noticed that the Zendesk help center has a different icon (I think the question mark relfects more that it is a HELP icon). Is there a way to change / customize this icon?

     

    We know that we can't put a lot of text. We were thinking of having "Ayuda" which means "Help".

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  • Harvey

    We would really like to add a text label next to the icon as well, or even replace the icon with a text label.  Icons can be easily misunderstood or misinterpreted by users.  Icons also don't properly set the user's expectations for why they should click on the button or what they can expect to find if they do, while text labels can be much more clear.  The Nielsen Norman Group has written at length about icon usability and the importance of text labels accompanying them for clarity: https://www.nngroup.com/articles/icon-usability/

    The text labels don't need to be very long — even "help" or "chat" in place of the icon would be more useful for users.

    Has there been any user testing by the Zendesk product team around how icon only vs text label for the Web Widget launcher affects chat rates?  We've noticed that since migrating from our old Zopim widget that said "Chat" for mobile users to our new Zendesk Web Widget that only shows the chat icon on mobile, our chat rate has dropped by over 45%.  

    Is there any customization via the Web Widget API we can put in place to add those text labels or force it to use the desktop version that includes those text labels?

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  • Jorge Lage Saguier

    Great explanation Harvey! Exactly the same way we feel. Widget usage decreases a lot by not having text in the widget (or the capability to change the icon with design / text embedded). We are looking to use something short as well like "Ayuda" or "Chat". At some point our developers were able to accomplish this but since it was not native the development wasn't that stable.

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  • Daniel Aron

    This is great feedback guys! We will investigate creating a setting (in admin or via API) so that you have the choice to include text or not in the launcher on mobile.

    In the meantime, if the current experience is negatively impacting you, you can always create a custom launcher and then use various APIs to control the Web Widget. Here is how you would go about it:

    • On page load, use hide to hide our launcher, and instead display your own custom built launcher
    • When a user clicks your custom launcher, use open and show to trigger the Web Widget to appear
    • When a user clicks to minimize/close the Web Widget, use on close to trigger your custom launcher to appear again
    • If you want to make your custom launcher dynamic to show a special icon or label when a Chat agent is available, you can use on chat status to listen for events (like chat online/offline) and modify your custom launcher label/icon accordingly
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  • Jorge Lage Saguier

    Thanks Daniel! Doesn't really make sense to develop a custom widget just for this. Should be via admin or at lease via API or configuration in the widget script.

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  • Jorge Lage Saguier

    Any updates here Aron? This will be huge for us.

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