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> We have a sub 1 minute median response rate for all chat requests, and our customers love it. Great support matters, and chat is great support. When the pers
by seanwilson 8y ago
> We have a sub 1 minute median response rate for all chat requests, and our customers love it. Great support matters, and chat is great support.
When the person replying on chat is knowledgable and is able to reply quickly, it's a great support experience on both ends I think.
Automatic pop-ups, bots replying instead of humans and unhelpful support staff is what gives chat a bad reputation but when used right I think chat can be an order of magnitude improvement over email.
Email can be used badly as well - I find some large companies take several days to reply to support emails and have staff that mostly reply with templates triggered by a few words in your message instead of understanding what you're asking.
- wjossey 8y agoGreat point on email being bad as well. I've been going back and forth with Google on an oauth consent screen approval for 2.5 months now, all over email, with multi-week gaps between each response from them. I'd give anything to just hop on a live chat with them an answer any questions they have.
- philipkiely 8y agoSAME! I have a product that I'm trying to launch and everything works except that it needs OAuth consent approval. There is currently a bug in my Google console preventing me from completing the step that the most recent email said to do, and I've responded with that several times and it just feels like I'm shouting into the void.