Let's say you're using some random website and want to talk to their sales or su...

chinesempire · on March 22, 2020

That's what email, phone or support tickets are for...

My experience with this kind of services has always been lame and I strongly believe only bad businesses use them

For example the two larger e-commerce sites in the world,Amazon and Alibaba don't use them

If they were a major improvement, they would.

stickfigure · on March 23, 2020

Amazon and Alibaba are pure consumer plays with a mass audience. They deliberately hide the contact forms to force you through self-service UIs.

If you try the same thing with a B2B or other high-touch service, it's not going to end well for you.

Personally I get a terrific amount of value from interacting with my B2B customers through chats, video calls, and screenshares. The customers love it.

chinesempire · on March 24, 2020

> If you try the same thing with a B2B or other high-touch service, it's not going to end well for you.

In my experience B2B businesses call you, they want to talk to someone, not to a chat bot.

My biggest complain is in fact that I have to take phone calls because clients refuse to use other means of communication.