More and more website has started adding “Live chat” to their websites. It usually says something along the lines of:
Hi! My name is Blah Blah, let me know if I can help you…
Or it can try to sell you something:
Hi! We are running this bad campaign for something you don’t need…
And almost every time I see this “nagging” I want to leave the website. It reminds me of going to a clothing store and before I’m able to get inside an employee asks me if I need help finding anything. The difference here is that the employee is able to be nice about it when I kindly say I’m just browsing, but the “Live chat” usually reminds me every time I load a new page.
When I go to shop online I can’t think of a reason why I go to a website and want to talk to someone in a “live” chat, that isn’t even live 😅 I want to find the items I need and move on with my day. If I need assistance, I will most likely do one of the following:
- Find a support e-mail.
- Go to a physical store.
- Ask a friend.
- See if I find an unintrusive live chat that I chose to enable.
So if you need to have a “Live chat” on your website, you probably need to do something about your website’s content, because most likely people are having a hard time finding what they’re looking for. Your website should solve a problem for your visitors, not add more.