Show Your Personality

Amazon is as big and traditional a retailer as I can think of.

Well, I saw this question on my Amazon homepage (see red arrow):


Amazon doesn’t even sell invisibility cloaks. So why ask this question? Because it’s a fun question that a visitor wouldn’t expect to see on a site like Amazon. It’s also engaging. And if Amazon knows one thing it’s this: engagement drives brand recall, which drives everything else.

BTW, it turns out 80% Amazon of customers are like me. They want to be invisible:


Unique Chat Prompt

Chat is an incredibly valuable tool. If your site has chat you know chat conversion rates are at least 2x site average. On the flip side, however, chat utilization is typically low. To boost usage some sites show a persistent floating chat prompt or pop open a chat message that says something like, “We can help you …”. These tactics are OK. But what does is great. When the user first lands they show an open chat prompt but the first thing presented to the visitor is their “How Squadhelp works” video:


This is clever because the video warms the user, and a warm visitor is much more likely to engage in chat.