3 ms·

Yes, especially for quickly resolving support problems. It's a much more efficient way to communicate complex issues in both directions. Imagine how long a 10 m

Yes, especially for quickly resolving support problems. It's a much more efficient way to communicate complex issues in both directions. Imagine how long a 10 message email chain takes in real time to resolve in comparison. Assumes you have responsive and knowledgeable operators though.

deleted 6y ago
[deleted]
cyrux004 6y ago
I think what you are referring to is different from what is being referred here. This comment is about the chat box on landing webpage which is generally for lead generation/sales
- seanwilson 6y ago
  I don't see the difference or where they mention that. Messaging a question you have via a chat box and getting a fast and knowledgable answer is useful and way more convenient than writing an email. Sounds + pop-up messages are bad though.
deleted 6y ago
[deleted]
Quekid5 6y ago
I reluctantly[0] concur. Absolutely agreed that the chat responder must be an actual person and also competent. I get the impression that many sites just use a chatbot for the initial interaction and then maybe escalate to a human (competent or not) if you are persistent enough. [0] I don't know why exactly. Maybe it's because I abhor phone convos, so I get similarly nervous around chat... but I really shouldn't because you do get a tad more time to actually formulate responses.
SPBS 6y ago
10 message email chains aren't the only alternative. There can be a prominent "I need support" button that pops up a chat widget when clicked. Or a "chat with us about pricing" button that pops up the widget when clicked. Instead what we get is an always-on button that takes up mobile screen real estate.
- seanwilson 6y ago
  There's no perfect solution but a small floating mobile button in the corner doesn't seem like a big deal if you know most of the time people on your site are going to be looking for support or sales info. I don't think anyone is advocating a chat window popping up automatically if that's what you're getting at.

deleted 6y ago

[deleted]

cyrux004 6y ago

I think what you are referring to is different from what is being referred here. This comment is about the chat box on landing webpage which is generally for lead generation/sales

seanwilson 6y ago
I don't see the difference or where they mention that. Messaging a question you have via a chat box and getting a fast and knowledgable answer is useful and way more convenient than writing an email. Sounds + pop-up messages are bad though.

deleted 6y ago

[deleted]

Quekid5 6y ago

I reluctantly[0] concur. Absolutely agreed that the chat responder must be an actual person and also competent. I get the impression that many sites just use a chatbot for the initial interaction and then maybe escalate to a human (competent or not) if you are persistent enough. [0] I don't know why exactly. Maybe it's because I abhor phone convos, so I get similarly nervous around chat... but I really shouldn't because you do get a tad more time to actually formulate responses.

SPBS 6y ago

10 message email chains aren't the only alternative. There can be a prominent "I need support" button that pops up a chat widget when clicked. Or a "chat with us about pricing" button that pops up the widget when clicked. Instead what we get is an always-on button that takes up mobile screen real estate.

seanwilson 6y ago
There's no perfect solution but a small floating mobile button in the corner doesn't seem like a big deal if you know most of the time people on your site are going to be looking for support or sales info. I don't think anyone is advocating a chat window popping up automatically if that's what you're getting at.