Is there a market for a simple, privacy-first livechat?
The customer support chat market is huge but as far as what I have found, no company is really focused on privacy or simplicity. They all seem to cater for big enterprise.
With the rising trend of privacy-first website analytics like usefathom, plausible, panelbear, simpleanalytics etc I was wondering if a livechat/customer support product could be applied to this market.
What are your thoughts on this?
Definitely, there is an audience looking for ethical friendly solutions for building businesses, and definitely, you can target them. I have looked for solutions and finally settled with HelpScout because of their transparency and minimal analytics.
What do you mean by simplicity? In customer support chat, I ask a question when I need clarification. How else would you make this simple?
I'm not sure the type of information companies such as intercom take from you when you are asking a question, so probably check on that too.
By simplicity I mean a focus on doing core features well - instead of having a CRM, Bot support etc built in.
As for what information other products capture, Crisp for example has whats called "co-browsing" (basically screenrecording) activated by default in some instances - see https://bit.ly/2Qx3XR6
okay, which are the core features that companies such as Intercom don't do well? IMO, that's how you will create your niche.