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One of the problems is that the UX of these features is always pushy and obtrusive. The designers want to stick it in your face to make sure you use it (probabl
by naravara 8y ago
One of the problems is that the UX of these features is always pushy and obtrusive. The designers want to stick it in your face to make sure you use it (probably because decisions about resource allocation are based on how frequently they’re used). The result is that even potentially useful functionality gets presented in a way that’s obnoxious and makes people resent it. It’s like Clippy, but for everything.
- danenania 8y agoThey can be configured that way, but they can also be configured to hover quietly in the bottom corner until someone clicks the icon. That’s how we use intercom, and it’s definitely been a useful channel for support and for prospective customers to ask questions.
- hawaiianbrah 8y agoYep, absolutely. Same for us. And only for logged in users, at that.
- ehsankia 8y agoTo be fair, the kind of people who need this kind of help are also the kind of people that will have a hard time finding said help. I can dig deep in there to find the help desk, but I'm not sure my parents could.
- hawaiianbrah 8y agoI’ve needed this sort of help before, and I’m technical. Having an easy to spot way of chatting with a person directly is amazing. You shouldn’t have to dig deep into a site to do this.