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Absolutely 100%. The only time I ever call a company for support is when they don't have chat. My company provides both chat and phone support to our customers
by lojack 10y ago
Absolutely 100%. The only time I ever call a company for support is when they don't have chat. My company provides both chat and phone support to our customers (many of whom aren't technically savvy) and chat is overwhelmingly more used. Support staff can also handle more throughput with chat since you can easily have 5 simultaneous conversations at a time.
Outside of analytics, real time chat is almost always the first non-core feature I ever add to a new project.
- skinnymuch 10y agoOP is talking about chat as a feature in a product. You're talking about something completely different - customer support chat.
- shuntress 10y agoIf your product is a web site, having custom support chat built in to it is a feature.
- skinnymuch 10y agoI think you're still misinterpreting the OP (I know you're not the poster above :)). [S]he was referring to interpersonal sort of chatting with friends, colleagues, or people you've met online. Support chat is different. Nothing to do with "normal" chatting as a feature.
- deleted 10y ago[deleted]