Every time a user initiates a live chat on your website, an alarm should go off in your office. The website and/or your product just failed.*
Please remember this — Live chat equals failure.
But also remember that failure is okay. It’s part of the game.
- Inaction following failure stagnates and kills.
- Change following failure breeds growth and increases the probability of success.
How to Use Live Chat Effectively
Remember that the reason your website visitors turned to live chat is because your website and/or product failed them. They came to your site to learn or do something specific. Live chat was appealing because the user hoped that it would provide a better pathway. [Read more…] about Live Chat is Not a Feature; It’s a Last Resort