MAKE Users interact with the Live Chat [Suggestions]

mihai1497 said:

Depending on your live chat provider, you can add some automated triggers like:
- If use is on pricing page for X miuntes then send him a discount coupon
- If user is on features page for Y minutes, send an automated message asking him if he needs help

But honestly I find them annoying, especially if they don't have someone online to answer my questions.

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JetBlack101 said:

With anything, you want the user to decide that the chat feature is the better alternative.

I LITERALLY FUME WITH HATRED when big corporations force me to use their terrible chat features and AI bots. most are useless except for simple actions. So, if it was me that was in charge of installing a live chat feature I would be more transparent than most sites are right now.

Empower the user to decide which option fits their problem. (live chat is only efficient when the question and solution/answer are also simple)

1) Bot Chat ---> Uber-simple things.
2) Live Chat ---> Fast answers to simple or slightly complex problems.
3) Phone chat ---> Problems that may require a manager or some type of complex solution or multiple departments.

Making users interact with a live chat may have a negative brand trust even though there are great corporate efficiencies. remember: Corporate efficiencies don't sell products --- user efficiencies sell products and brand loyalty.


At least that is my uber jaded opinion about not being able to talk with a live person.

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JetBlack101 said:

Yah, unless you explicitly say it is a real person then I always assume it is a bot.
Maybe use avatars of real people and names of real people (not theirs obviously) to give some familiarity.
Have them talk casually and positively
And always give them the option to elevate the problem or some other method of problem solving.

Yah, it is tough for small business. I totally get that. Often there is no great solution.

Good luck.

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