🧐 Should You Use Proactive Chat?
While doing several projects at once - you might not be able to provide customer support or answer your customer questions in real-time.
However, what about proactive chat? Are you targeting your audience with pop up messages? What is the approach you're using?
I also put my learnings about it in the blog post below. Let me know if anything specific stands out!
I used to use a proactive chat in one of my products and I got a lot of shit for it on social media. Specially when I didn't managed to respond quickly enough. I was a solo-company and I sort of had to sleep at night, so in the middle of the night it would just ask you to leave a comment. I was a bit surprised by it, it was like most people have never seen one of those and took it very personally.
Yeah, my experience is similar. I think it's crucial to only have proactive chat if you are ready to respond right away. I'm not a fan of automated chatbots that proactively bug you, but I understand there are some use-cases where this converts users well too.