If you have doubts about live chat and want some of your key questions answered then read on about common fears and what the reality is.
What you think before installing live chat
We’ll be awake at all hours answering chats. We can’t keep them waiting, they’ll think we’re not bothering.
People are going to insult us and swear at us randomly.
People are going to insult our product and curse it.
People are going to ask for features we don’t have.
People are going to ask questions for which the answers are obvious and we’ll waste time.
What you feel like after a year of using live chat?
It has helped make 60% of our monthly recurring revenue and pays the bills…
So we don’t give a damn about..
…being awake at all hours answering chats because we can set scheduled awake and away hours anyway.
…people swearing at us because we can share it with the team, laugh, close the chat and block the user. Done.
…people insulting the product because we ask ‘Is this good feedback? Can we use it to make a better product and increase revenue?’
…people asking for features we don’t have because we add it to the data sheet that feeds into the road map. This is gold and we need to thank them.
…people asking questions where the answer is obvious because it’ll help us consider if the user interface needs to change but if it’s only 1 in 100 asking then maybe ignore it because some people just ask for the sake of asking and they might even just be asking to see if we’re a real live running website.
Want to know more about how it feels to use live chat?
We have case studies with screenshots and details of using live chat support for increasing sales listed here: The guide to intercom made by its users