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Matheus GhenoMatheus GhenoLead Product Designer
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Cases

Case 02 · Digisac

Webchat

A floating chat for serving customers right on the company website, without them leaving the page.

Request typeProduct evolution + redesign
GoalServe customers from websites, landing pages and social networks through a connection that is easier to set up.

Context

What Webchat is

Webchat is a separately purchased Digisac service that adds a floating button to a company website. Opening it, the customer chats without leaving the page, and the team answers everything in the same platform.

The demand came from customers who found the service outdated and hard to set up. At the same time, the platform was going through a code and design overhaul, which exposed inconsistencies in usability, flows and copy. I worked as the Product Designer in charge, from research to handoff.

Problem

Hard to set up and with no perceived value, Webchat was canceled within the same month.

32%canceled in the same month they signed up (6-month average before launch)
25swas the average time on screen for people who had just signed up
12%of conversations that became tickets came from Webchat connections

Process

In 15 days, using Double Diamond.

Phase 01Discover3 days. Contextual research, benchmark, page data and interviews with 6 customers.
Phase 02Define2 days. Effort x impact matrix and MVP validated with team and stakeholders.
Phase 03Develop5 days. Screens, flows and modals for customization and setup.
Phase 04Deliver5 days. Usability tests, handoff, design review and UXQA.

Decisions

The three main decisions on Webchat.

Decision 01

Customize the chat and the widget

In the interviews, customizing the chat and the bubble were the first two requests on the list, in order of importance. 80% of competitors already offered customization.

Customize the chat and the widget
Decision 02

Required and optional fields

Whoever sets it up chooses which data to ask the customer for, so the contact can be treated as a lead or as a support customer.

Required and optional fields
Decision 03

Set up and integrate with confidence

Setup now has a chat preview along the way, and integration became clearer for people who sign up on their own.

Set up and integrate with confidence

Gallery

The screens, in detail.

Results

What changed after launch.

from 32% to 4%
of customers canceled Webchat in the month they subscribedAverage of the six months before against the average of the six months after the new version launched.
39%
of customers in the base visited the Webchat creation pageUp to 08/28, eight days after launch, with 237% time on the page.
17.71%
of customers in the base activated WebchatFrom August to January.
6.32%
of customers in the base subscribed to Webchat in the launch monthIn August.
37%
of customers praised the preview during setupIt was the first feature with a preview on the platform. Today it is a standard, adopted starting with Webchat.
36%
of customers highlighted the post-contact improvementsBefore, everything revolved around official connections. Webchat was the pilot for bringing something external to the platform inside, such as tickets opened through the customer’s website.

Lesson

Solving a customer’s pain can mean bringing into the platform what they used to do outside it. Webchat started as a basic feature and is now in every base plan.

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