61–70 of 235 posts
Earlier quoted context omitted.
no, linkedin hasn't
Are you sure about that? I know if at least one case where it has...
I actually value live chats. I like them a lot if they connect me to a human. They're faster than e-mails, which can take a few days to get a response to. And they're more convenient than phone calls where I have to stop other stuff while I wait to be connected. I can also be more precise communicating things like bank accounts and order IDs, especially if I'm chatting in something else than my native language. Plus…
In my experience, the usefulness of live chat features varies wildly. If the live chat service connects me to a human who is able to resolve my query in a timely manner, I'll take that any day. Phoning a large company can result in waiting in a call queue for a long time. My attention is on the phone call instead of anything else. A live chat window can be relatively ignored and checked once in a while. Emailing a la…
Before signing up to a new service, I tend to contact their support first to assess how difficult it is to contact them. If I have to wait for an hour to get support, or navigate through some maze to reach them, or find it difficult to attempt to terminate my contract, I'll go with someone else. When I really need help or something is wrong, that's not when I want to find out that it is almost impossible to reach the…
Plot twist: the chat bot is also running the Turing test. If the potential customer passes, they can sign up. Otherwise, “Contact us for pricing” and I don’t mean it as an anti-bot feature…
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They were astounded by the quick response time, which is simply not possible with contact forms. I'm intrigued. Why isn't it possible with a contact form? The mechanism for routing a message to you could be literally identical whether it's a chat box or a form. You could get the exact same notification on your system. It'd take you the same amount of time to respond. The only difference I can see is that what you rep…
> I'm intrigued. Why isn't it possible with a contact form? - E-mail always has a round-trip latency attached, even the best systems will have at least a minute, and you have to do insane amounts of work to keep up with "deliverability" as automated anti-spam systems can and will detect high frequency of incoming emails and downgrade your score, not to mention you have to deal with bullshit like contacting providers…
If chucky123 replies to the notification immediately via chat or via email the user should get pretty much the same experience. Suggesting this is a benefit of chat doesn't make much sense on a technical level. It isn't. It's just a benefit of replying to contact requests quickly.
1) Sales chat
2) Support chat
Both of them I prefer over emailing, calling or writing into some contact box and receive an answer days later. Live chat windows are in almost 100% of the cases I've interacted with them quicker, as they tell you if someone is online and how many minutes you are expected to wait.
Sometimes 1) can be spammy when they make sounds or open automatically but I still prefer to ask a quick product question before signing up for something via the chat than emailing someone.
The problem isn't live chat, it's nagging . A lot of the chat bubbles that I see flash in the corner, and make the title of the page flash as well; with lots of annoying bleeps and bloops. I also find that sales is very trend driven. Currently they're trendy, but I hope that sales websites learn that you can't just stick things in people's faces all the time.
Whenever it nags, I click on it and ask how to remove the chat. Then I say it doesn’t work, because, clearly it doesn’t. At one point they give me a real person to talk to. That’s what in-product char is for, right, resolving UX issues? I’ve been looking for months for a time-tracking tool on MacOS and I never subscribe to any because I throw the ball when opening the pricing page and the chat opens. I’m so annoyed I…
I recently had an excellent experience with live chat. My logitech mouse1 button started doing that thing where it momentarily unclicks while dragging. If you're a heavy mouse user you've probably experienced it and how frustrating it is. In this case, the mouse wasn't cheap and it was only 6 months or so old when this happened. The automatic Amazon process told me to go to Logitech about it, so I did. The obviously…
Then you got connected to a human who asked you for a confirmation from Amazon. You went back to Amazon and asked them for a return, again.
You had a "miserable" experience with the process, there, but in the end got your return label.
Yeah, really sounds like an excellent experience.
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Are they better than a well-stocked FAQ with a search function?
> "well-stocked FAQ" Do you have examples? When I think of FAQs, IIRC almost all the time it seems like they wrote it before release and never upgraded it with actual questions.
I recently had an excellent experience with live chat. My logitech mouse1 button started doing that thing where it momentarily unclicks while dragging. If you're a heavy mouse user you've probably experienced it and how frustrating it is. In this case, the mouse wasn't cheap and it was only 6 months or so old when this happened. The automatic Amazon process told me to go to Logitech about it, so I did. The obviously…
So, you went to the Amazon live chat. They sent you to Logitech. You chatted with their bot and had to "restart the whole long process" because of a bug. Then you got connected to a human who asked you for a confirmation from Amazon. You went back to Amazon and asked them for a return, again. You had a "miserable" experience with the process, there, but in the end got your return label. Yeah, really sounds like an ex…
The problem isn't live chat, it's nagging . A lot of the chat bubbles that I see flash in the corner, and make the title of the page flash as well; with lots of annoying bleeps and bloops. I also find that sales is very trend driven. Currently they're trendy, but I hope that sales websites learn that you can't just stick things in people's faces all the time.
Fuck those chat bubbles that automatically open when I visit websites. "Hi, Thank you for visiting. Please look around and let us know if you have any questions" I'm gonna really reach out to you if I run into questions but don't automatically expand the chatbox and ruin my experience here. I vividly remember car dealership websites being the worst of them all. They all use the same software more or less and it is ju…
Also, you usually have to close the "subcribe to our newsletter" popup first, to even see the chat window, covering the content you're interested in.
Then you scroll half a screen down, and a new popup with a survey, asking you how much you like their page.
Basically, they actively try to discourage you from seeing the content you actually want to see on the page.