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Let's say you're using some random website and want to talk to their sales or support team. How well do you think "download this app to chat with us" is going t

• chinesempire 7y ago
  That's what email, phone or support tickets are for... My experience with this kind of services has always been lame and I strongly believe only bad businesses use them For example the two larger e-commerce sites in the world,Amazon and Alibaba don't use them If they were a major improvement, they would.
  • stickfigure 7y ago
    Amazon and Alibaba are pure consumer plays with a mass audience. They deliberately hide the contact forms to force you through self-service UIs. If you try the same thing with a B2B or other high-touch service, it's not going to end well for you. Personally I get a terrific amount of value from interacting with my B2B customers through chats, video calls, and screenshares. The customers love it.
    • chinesempire 7y ago
      > If you try the same thing with a B2B or other high-touch service, it's not going to end well for you. In my experience B2B businesses call you, they want to talk to someone, not to a chat bot. My biggest complain is in fact that I have to take phone calls because clients refuse to use other means of communication.