91–100 of 235 posts
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…
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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…
Yep, especially on the first page you ever visit, and it covers 60% of the contents. 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 ac…
I might as well use the bloody phone by then.
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> "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.
From the other side of the fence - you can base your FAQs on actual questions (to the point of highlighting and bolding the most common) only to keep getting a significant amount of requests with that exact same question multiple times a day.
But in most cases I think it is both: FAQ isn't updated/relevant && people don't check it.
One thing that annoys the living crap out of me is when live chat is the only way to get support and they have office hours! So now I can't send an email at 1 AM when I have some time to myself, but have to take time out of my day to chat with customer support. I might as well use the bloody phone by then.
* Live Chat
* Cookie Banners
* Newsletter-Offers
* Java-Script moving things around
Remove the entire EU-Regulation upon Cookie-Banners. I would be thankful. A service is allowed implicitly to store Cookies or any other mean of "remembering" when a login is used interactively by the user. If the user doesn't login itself you aren't allowed to store any data about the users.
And if they want do something for the environment, battery-runtime, reliability and user experience. Require that any public founded website must work without Java-Script.
* Live Chat * Cookie Banners * Newsletter-Offers * Java-Script moving things around What do they have in common? No benefit for the user. Remove the entire EU-Regulation upon Cookie-Banners. I would be thankful. A service is allowed implicitly to store Cookies or any other mean of "remembering" when a login is used interactively by the user. If the user doesn't login itself you aren't allowed to store any data about…
The legislation is fine, it literally is, if you want to track someone you must tell them.
Shout out to supermetrics.com who have great live chat, and almost always resolve my issue within 5mins 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)
Is Amazon pretending their chatbot is an actual person? That would explain my experience with them. It's either that or somebody who barely speaks English but is only given a 1995-technology translation of my messages and can only respond with 15 pre-written text-blocks.
i presume they do, though, and i wouldn't be surprised if it's not so great!
Live chat windows that pop-up automatically and hassle you once you've spent X seconds looking at a website are annoying, much like email subscription modals. But when I've been actually looking for support and made the choice to click on the chat button, I've generally had a great experience, so long as it's connected me to a human rather than a menu of chatbot options. It's asynchronous enough that I can keep doing…
I've seen a live chat implementation that starts as a chat bot, but switches you to a person after a few clicks and you can't find what you need. I felt that was a perfect compromise.
* Live Chat * Cookie Banners * Newsletter-Offers * Java-Script moving things around What do they have in common? No benefit for the user. Remove the entire EU-Regulation upon Cookie-Banners. I would be thankful. A service is allowed implicitly to store Cookies or any other mean of "remembering" when a login is used interactively by the user. If the user doesn't login itself you aren't allowed to store any data about…
That Cookie-Banners are so annoying is because companies want to anger customers against them. I have seen many websites that have easy cookie-banners or none at all as they only use functional cookies. The legislation is fine, it literally is, if you want to track someone you must tell them.
Draws a dark shadow on the regulation. Smells like lobbying. They gather and store user data from other websites. The opposite of what should be done.