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Toot

Written by Jakob Rosin on 2024-09-19 at 09:02

Customer service chats are so confusing in their user experiences. How long do I have to wait? How do I bypass the bot? what happens if I accidentally refresh or close the tab with the chat? Never felt good using them.

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Written by Jage on 2024-09-19 at 17:05

@jakobrosin What do you think could be done to improve the experience? We use Olark on atguys.com and are working with them to suggest improvements to online chat.

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Written by Jakob Rosin on 2024-09-20 at 03:00

@Jage 1. Provide me immediately with a live update on estimated time to response. The response shouldn't be more than 2 or 3 minutes away. Provide a button to switch to email mode, in case we get disconnected or I just run out of time. Provide a visual and sound notification for new messages in the chat. Tis of course on top of the basic accessibility you'd expect from the system.

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Written by Jakob Rosin on 2024-09-20 at 03:03

@Jage the trouble with chatbots is, what everyone seems to be missing is that people often expect the chatbot to be a nearly instant communication. I write and do expect an answer back within a few minutes in the same window because I intend to get back. With email, its different. I send an email and generally do expect an answer within hours / days so a delay and no notice is fine. So, an estimated time until someone is available is important, as if its too long, I just close the tab, do something else and be frustrated because my issue wasn't resolved.

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Written by Jage on 2024-09-20 at 03:45

@jakobrosin Those are all fair points. I know with ours it asks for name/email up front so if someone did not respond on the site, we would still have a record of it. Also the chat button changes to contact us if there is noone available. I agree for sure on sounds, regardless of window focus.

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