Last Updated on March 26, 2021 by David
You can now leverage Reamaze’s powerful API to proactively engage with customers through the existing Lightbox widget programmatically. Triggering the Lightbox widget based on certain conditions and business rules will give customers the opportunity to either contact you or read a relevant and contextual KB article, further bolstering engagement and potentially increasing site conversions.
The Reamaze call that needs to be made is Reamaze.popup(). Without specifying any parameters, this call will trigger the Lightbox widget loaded as a contact form. With parameters, the Lightbox widget can preload a relevant KB article.
Roninapp has been kind enough for us to demonstrate this capability on their dashboard. Ronin is an invoicing app designed for contractors and freelancers. Naturally, they would have many usage and feature related questions. Ronin wanted to try two different options for customer engagement.
- Open a blank contact form after a customer has been defined as having trouble with a particular feature. The prompt after deployment will ask the customer if they’re having trouble progressing. To do this, Ronin will need to implement the necessary code to determine the conditions that need to be met in order for the widget to trigger. Notice in the screenshot that the Reamaze.popup() call is loaded into the console.
2. Open a contextual guide (KB article) when the customer advances far enough in a particular workflow. The engagement strategy here is to introduce customers to new features in the app. Notice in the screenshot that the Reamaze.popup(“https://ronin.reamaze.com/kb/invoicing/accepting-payments-online”) call is being loaded into the console to trigger a specific article.
3. Roninapp wants to trigger the engagement widget and tie it to their workflow automation. To do this, they’ve updated their Lightbox to include a new dropdown field to capture the issue’s urgency as well as a HIDDEN field to capture the webpage the customer is currently looking at. The workflow feature can then effectively integrate this process into their back office tasks.
To learn more about using Reamaze Engagement, go here!