Impossible Food's mission is to make a positive impact on our environment by promoting the use of plant-based products rather than animal derived products. They focus on getting meat-eaters specifically to eat their food.
After spending quite a bit of time looking at their website it came to my attention that there was no chat box available for contact a support team. This decreases the chances of communication between customers and a company.
For a chat box to be effective it must include responses that are, friendly, easy to understand, and informative.
A customer-journey map (CJM) is used by marketers as a way to create content based on customer needs and goals. The CJM takes into account different personas of customers and what each of the personas goals might be. It looks at why each of these personas might be interacting with your company.
Once you come up with reasons people are engaging with your company, figure out the steps they take to achieve their goals. Specifically, what kind of information are they going to be looking for?
Typically, this is when marketers would decide on content that will help users locate the information they need to make a decision about the company.
However, for this project, a chat box is the most useful tool for Impossible Food's website.
Impossible Foods**
Impossible Foods Customer-Journey Map
With the customer-journey map it's easier to predict what questions a specific type of customer might ask. This is helpful for a company's chat box because it allows the team to define certain words to trigger a certain response.
For example, if a customer of Impossible Foods uses the phrase, "cook food" somewhere in their question they are most likely asking about how to cook Impossible Foods, in which case the chat box will automatically reply with a response to answer that question.
Impossible Foods**