[seanwilson]

Yes, especially for quickly resolving support problems. It's a much more efficient way to communicate complex issues in both directions. Imagine how long a 10 message email chain takes in real time to resolve in comparison. Assumes you have responsive and knowledgeable operators though.

[Quekid5]

I reluctantly[0] concur. Absolutely agreed that the chat responder must be an actual person and also competent. I get the impression that many sites just use a chatbot for the initial interaction and then maybe escalate to a human (competent or not) if you are persistent enough.

[0] I don't know why exactly. Maybe it's because I abhor phone convos, so I get similarly nervous around chat... but I really shouldn't because you do get a tad more time to actually formulate responses.

[cyrux004]

I think what you are referring to is different from what is being referred here. This comment is about the chat box on landing webpage which is generally for lead generation/sales

[seanwilson]

I don't see the difference or where they mention that. Messaging a question you have via a chat box and getting a fast and knowledgable answer is useful and way more convenient than writing an email.

Sounds + pop-up messages are bad though.

[SPBS]

10 message email chains aren't the only alternative. There can be a prominent "I need support" button that pops up a chat widget when clicked. Or a "chat with us about pricing" button that pops up the widget when clicked.

Instead what we get is an always-on button that takes up mobile screen real estate.

[seanwilson]

There's no perfect solution but a small floating mobile button in the corner doesn't seem like a big deal if you know most of the time people on your site are going to be looking for support or sales info.

I don't think anyone is advocating a chat window popping up automatically if that's what you're getting at.