71–80 of 235 posts
Interesting thing I noticed for dev tools is chats is useless because users start to paste huge amount of code or configuration into the chat which makes it super hard for both sides so basically just use discord or slack for dev support :)
And relatedly amazon who actually have a useful chatbot (i don't have much positive to say about amazon these days but 1 click purchase and chatbot implementation is still very strong)
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…
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…
I had a live chat widget on my startup's site for a while. What I found was that maybe 10% more people reached out, but the bigger difference was that about half of the contact that would have come through our email form (and not required an immediate response) was now coming through chat. This meant that we needed to respond immediately, which was a downside. The most annoying thing though was when people would try…
Isn’t the whole point of having chat on your site?
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…
I've had the same experience, and I don't understand why. In both cases, someone needs to read what you write and reply to it with a message. Why can't the just treat email just like live chat?
I dislike live chat because it forces me to wait for their responses (I'm looking at you, Amazon, minutes to type 10 words?) and dedicate time to it instead of putting all the information into an email and sending it and communicating asynchronously.
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…
> A live chat window can be relatively ignored and checked once in a while. Some live chat implementations have taken the liberty of requiring an input from your end every X minutes, otherwise the chat terminates. Support agents have literally told me "please wait a while while I look into this" followed by "are we still connected?" just a few minutes later.
The problem isn't live chat. The problem is incorrectly implemented live chat. I run a small saas and I can't count the number of times someone messaged an inquiry and I immediately got in touch with them. They were astounded by the quick response time, which is simply not possible with contact forms.
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…
Another big chunk of people doesn’t get that they can tap on a chat button, that’s why it flashes and pops up automatically or after a timeout of inactivity, which means a user is probably confused.
I wish there were levels of accessibility in the web tech. So you could specify not only whether a user can see or hear at all, but also select from few levels of computer knowledge, from beginner to confident to 30 years of software development, so everyone could get a reasonable experience.