Rethinking Digital Assistance: How Now Interact’s Smart Widget is Changing Customer Journeys

For more than a decade, Now Interact has partnered with organisations around the world to optimise when and how they offer customers digital assistance throughout their sales journey. Our mission has always been to connect people with the right help at the right time, without disrupting the flow of their digital experience.

Over the past six months, we’ve taken a bold step forward in that mission. We’re proud to introduce the Now Interact Smart Widget, a next-generation digital contact option that redefines how users engage with assistance online.

The Problem with Traditional Digital Contact Tools

For years, digital contact options such as live chat buttons, callback widgets, or help popups have been limited in their design. They’re typically static, fixed to a single location on a web page, and offer little flexibility for users navigating complex digital journeys. While effective in some cases, this rigidity can create friction:

• Users can’t control the experience. Assistance tools sit in one spot, whether it suits the user or not.

• Journeys are predefined. Traditional widgets are tied to certain URLs or customer flows, limiting where and how they can help.

• UX feels outdated. Customers are accustomed to fluid, intuitive interfaces from platforms like TikTok, WhatsApp, and Messenger. Traditional widgets often feel clunky in comparison.

At Now Interact, we saw an opportunity to completely reimagine the experience.

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Introducing the Smart Widget

Unlike anything else on the market, the Smart Widget combines the power of our award-winning AI with a user-first interface inspired by modern social media platforms.

Here’s what makes it different:

• A Social-Media-Inspired UX

We studied how people interact with the apps they use every day (TikTok, Messenger, WhatsApp) and built a widget that mirrors those intuitive experiences. The result is a tool that feels familiar, natural, and easy to use.

• Drag, Drop, Minimise, Close

The Smart Widget is fully interactive and movable. Each user decides where the widget should live during their journey. They can drag it across the screen, minimise it when it’s not needed, or close it entirely if they prefer.

This creates a sense of ownership and control, something that today’s customers value highly.

• Powered by AI

Behind the sleek new design is the same proven AI technology that Now Interact has developed and refined over the years. The Smart Widget understands context and intent, ensuring that customers get the right support at exactly the right moment.

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Early Results: How Users Are Engaging

Clients who have already upgraded to the Smart Widget are seeing fascinating results. One of the most notable insights:

1 in 5 users actually move the widget during their digital journey.

That’s a clear signal that customers want flexibility and appreciate the ability to customise their experience. Instead of being passive recipients of a static tool, users are actively shaping how and when they engage with digital assistance.

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Why This Matters for Your Business

This new approach to digital contact has significant implications for organisations looking to improve customer experience and boost sales conversions:

• Reduced Friction: A widget that adapts to the user, rather than forcing the user to adapt to it.

• Increased Engagement: By mirroring social media UX, customers are more likely to interact with the tool.

• Higher Satisfaction: Customers feel empowered when they have control, leading to stronger relationships and loyalty.

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Future-Proof Experience: As digital expectations evolve, businesses need to match the experiences customers already love elsewhere.

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The Future of Digital Assistance

The Smart Widget is more than just a design upgrade. It’s a shift in philosophy, from static, company-led contact points to dynamic, user-led digital journeys. By combining intuitive design with powerful AI, we’re creating experiences that don’t just assist customers, but truly empower them.

At Now Interact, we believe this is great step forward for digital assistance. And as early adoption shows, customers are already embracing it.

If your organisation is looking for ways to reduce friction, improve engagement, and deliver customer experiences that feel as smooth as the apps people use every day, the Smart Widget may be the game-changer you’ve been waiting for. Want to see the Smart Widget in action?

Contact us today to explore how this new approach can transform your customer journeys.