Are you using live chat on your Web site?
If you are using a live chat on your Web site or mobile app, I'd really appreciate it if you can give me 10-15 minutes of your time to ask a few questions.
Hubspot Live Chat, Freshchat, Intercom, Zendesk, Drift, GoSquared, Zoho Desk, ... or any other out that would be too long to list.
We're doing something new in this space and I'm trying to gauge the interest and pain levels of our solution.
Please connect at op@lounar.com
Thank you!
Interesting question, because I wanted to ask one myself :)
I do not use live chat until my own solution is ready :)
If you are doing something in this area, my tools can be useful to you.
Please check this:
Chatscope website
React chat components on GitHub
Widget loader builder
In a few days, I will also be releasing a library for react to manage state in chat applications.
I am willing to exchange experiences if you want.
Thanks for reacting! No, I'm not building a real-time chat, I truly believe there are plenty on the market.
I'm puzzled by the variety of tools for live chat, and gross misuse of those. For example, I've looked at over 100 sites using Hubspot chat, while only 3 (sic!) had a real person in chat available, less than 10 had any follow-up action on requests received offline.
Yeah, it's true. People are doing this in the wrong way.
Personally, I believe it's better not to have a chat on the site if you can't handle it in real time.
And I say the same to my clients.
However, for example, www.tawk.to/ solves this problem.
Using Crisp and happy with it at the current stage. Plan to move to an open ticketing system in the future as requests grow to 1) make it async, 2) make it search index-able, 3) be more transparent and help others see what to expect from support.
Thanks for the comment. Can you please answer a few questions?
What's your product?
How important is chat functionality for you? What do you use it for? How many people are using chat right now?
How important for you to respond quickly? Have you had any correlation between prompt response and sale acceleration?
Click my name.
Chat by itself, not important at all. I use it for two things. 1) To help users get shit done. If they get stuck, chat my be one way to unblock them. 2) It's a great qualitative feedback tool, I can learn something.
Ballpark ~5% of the user based contacted me via chat.
As a support tool, I don't think it's that urgent. A ticketing system would do just as well. As a sales tool, I think time matters much more, but we couldn't justify the stuff salaries at scale.
What's obvious to me is that lots of users find it easier to chat than to use google or otherwise search for answers. The better the chat experience is, the more they will use it / abuse it. I'm often asked by users to help them fix all sort of other stuff for them, like help them debug their email's DNS settings, translate to Spanish or just talk with them because they are lonely. These all happened.
Yes, we use HelpScout, and have basically 0 problems as well.
Thanks for the feedback.
Can you tell me more about your product?
Do you use a real-time, live chat component of it? How many people do you have using it (chat)?
How important is it for you? Does it increase your chance of a sale?
We use crisp amazing product 0 problems.
Nice, Crisp has been the most mentioned so far. Wondering where are the users of the ones I mentioned in my original post... :)
Can you tell me more about your product?
Do you use a real-time, live chat component of it? How many people do you have using it (chat)?
How important is it (live chat) for you? Does it increase your chance of a sale?
https://versoly.com/ website builder, we compete vs WordPress.
Yes. Lots of people use it. We have it on the marketing site and inside the app.
Very important. Yep, we get sales because of fast support. I usually respond in seconds if I'm online and help them in minutes.
Is that only you who provides real-time support or you have more people doing it?
If there others, how do you measure the performance or success of support they provide or sales they miss?
Just me.
This comment was deleted a year ago
Interesting that you ask. Does it really have to be two different experiences?
I'm going after sales and support verticals. Have a hypothesis for the barebones tool (neither rocket science, nor too hard to build), but have a bigger picture in mind once I land it with a customer.
However, I'm going after the "real-time" part of a conversation - whether a chat or something else.
What's your primary reason to go for async? You don't believe you increase your chances for a sale with the real-time conversation, or this doesn't justify the cost of the person doing it?
This comment was deleted a year ago