Agent Images

Hi

I’m really keen to see if any of the group have noticed if chat performs better when using real life agent photos, or studio images.

Has anyone run any comparisons or even just used a company logo?

Be great to hear your thoughts.

Thanks

Paul

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Hey Paul!

That’s actually one of the points I try to make when I first get in touch with fresh trial users - friendly face as the avatar can make all the difference.

TL;DR - Do add human agent photo, it encourages chatters a lot.

When customers hit your website, most of what they see will be products // info // details and there won’t necessarily be a much of human touch there. If they see a greeting popping up with a company logo, they are more likely to consider it just a part of website automation. When you put a human face on it though, it adds that much needed human element people are looking for. That can help especially with customers who are normally less likely to start a chat (not familiar with the technology, for instance).

Obviously, there’s no golden, bulletpoof rules - and there may be some cases when using company logo instead may be a good choice - for instance, if your background already has many people in there (popular theme among HR-related companies, for instance) - putting up logo can be a good choice, too. Always make sure to check on how the chats go after you apply some changes to see which work best for your usecase.

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Thanks Marcin, appreciate your views.

We use a company logo for all agents, and as a nice coincidence all our agents have gender neutral names (Sam=Samantha, Mel=Melissa, Jessy, Ryley). We’ve found this allows people to draw their own conclusion who they are talking to. It’s very interesting to see that in our truck division (which is male dominated students), most visitors assume they are speaking to a man.

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Thanks Melissa, that’s really interesting.
I really like the gender neutral idea. I’ve just run some top line numbers and the engagement looks pretty much the same on the studio images vs real life photos.

As something different to try this year, my agents asked if they could make theme images for the pictures while still incorporating our logo. I thought it was a very creative idea, so for the month of October, we have some “scary” pictures to go with our Halloween eye catcher!

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Yes! Like that. Could be a runner for Christmas images too?!

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Check it out, Paul!

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Hi Sam
Sorry for such a late reply, we were right in some peak trading so not been online for a while. Love what you do with your logos, think we need to look at ours, v.dated compared to you guys.
Paul

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