@jagan Thanks for the reply. My point is to not to try to convince anyone to not use it, I'm just curious how it is actually used by those who employ it.
1.) Info such as hours, etc., could/should be available on a website, no?
2) I've seen this used for very open-ended generic questions.
3) This sounds perfect, but most of the time when I've needed help the Help seemed to act like it was gonna take a lot of time, in which case chat wasn't an option because I'd be sitting there for awhile. I guess one experience I've had with chat that was helpful was with a bank, trying to clear a flagged transaction. But they needed lots of my regular account info and it felt sketchy giving that over a chat! I suppose that it "worked" because in the end the transaction was cleared (it was me), but I really didn't feel comfortable. Another time was with NameCheap about a transfer-in of a domain, but they needed me to be logged into the site at the same time as the chat. Good thing I was at my computer, and not just my phone, as that wouldn't have gone well.
4) Yeah, I really don't like the blackhole nature of the phone help!
Most places use this forum-style approach for help. It seems like the best mix of quickly getting info back and forth, and getting a solution.
I guess the other scenario i am trying to imagine is with a one-person, or small-ish startup. If their main Help is chat, who is going to be the one to monitor that Chat? And if it's one person, or few, doesn't Chat help sessions take away alot of time from the usually-scheduled work?
I'm asking all this because I'm thinking of including it in some of my stuff, in general, but just can't picture how it will truly function and work out.
I like this discussion...to chime in it appears there is a mix of two conflicting perspectives:
1- Your technical insight combined with curiosity on how the solution provides value
2- Your personal exp and preference regarding similar solutions
Devils advocate: I have worked in pub/private orgs of varying sizes supporting physical & digital products/services for more than decade and can 100+1% argue that customers/users want, like & use "chat" as an option more and more...
Your points are more subjective than objective. But for the sake of argument: From my personal Ex: "I have used and prefer chat over a call or email..."
Users (Not yours & not all of them.. but enough of them) like and prefer the experience. Especially for Subscription/Premium based support - its almost basically expected now
To add more value/substance to my stance: I went to Drift's HYPERGROWTH event in 2018, they are one of the leaders in the Conversational Marketing space. They recently were acknowledged by Gartner and are currently valued at $1 billion
My 2 cents are worth 2 just likes yours but someone somewhere is making $ supporting someone via chat
Chaskiq has a good amount of momentum & the "market" for the service is thriving 💙